1.
THE SECRET TO RAPID GROWTH IN
ANY MARKET
Lincoln Murphy, Founder
Sixteen Ventures
Take your company to the next level
with Customer Success

2.
Lincoln Murphy
@lincolnmurphy

3.
3 FUN FACTS ABOUT LINCOLN

4.
Fun Fact #1

5.
Fun Fact #2

6.
Fun Fact #3

7.
Take your company to the
next level with Customer
Success

8.
Who’s heard of
Customer Success
before today?
Copyright © 2015 Sixteen Ventures. All rights reserved.

9.
Hand
Raising
Clinic!

10.
Who’s heard of
Customer Success
before today?
Copyright © 2015 Sixteen Ventures. All rights reserved.

11.
Who has a
Recurring Revenue
Business?
Copyright © 2015 Sixteen Ventures. All rights reserved.

12.
Who intends to do
business with a customer
more than one time?
Copyright © 2015 Sixteen Ventures. All rights reserved.

13.
The initial sale is critical, but
it’s just the tip of the iceberg

14.
Develop a Sense of Urgency
around Value Delivery
Copyright © 2015 Sixteen Ventures. All rights reserved.

15.
When your customers achieve
their Desired Outcome
through their interactions with
your company, that is
customer success.
Copyright © 2015 Sixteen Ventures. All rights reserved.

16.
Copyright © 2015 Sixteen Ventures. All rights reserved.

17.
VS.

18.
Ready
Willing
Able
Acquisition Efficiency
Success Potential
Expansion Potential
Advocacy Potential
Copyright © 2015 Sixteen Ventures. All rights reserved.
Ideal Customer Profile

19.
Ideal Customer Profile
Ready
Willing
Able
Acquisition Efficiency
Success Potential
Expansion Potential
Advocacy Potential
Copyright © 2015 Sixteen Ventures. All rights reserved.

20.
Desired Outcome is Transformational
1. Acquire the Best Customers
2. Engage & Deliver Value Quickly
3. Expand Their Investment
4. Mobilize your Advocates
5. Retain & Renew Customers
Copyright © 2015 Sixteen Ventures. All rights reserved.

21.
1. ACQUIRE THE RIGHT
CUSTOMERS
Copyright © 2015 Sixteen Ventures. All rights reserved.

22.
2. ENGAGE & DELIVER VALUE QUICKLY
Copyright © 2015 Sixteen Ventures. All rights reserved.

23.
Copyright © 2015 Sixteen Ventures. All rights reserved.
Success Milestones

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3. EXPAND THEIR INVESTMENT
Copyright © 2015 Sixteen Ventures. All rights reserved.

25.
4. MOBILIZE YOUR ADVOCATES
Copyright © 2015 Sixteen Ventures. All rights reserved.

26.
5. RETAIN & RENEW CUSTOMERS
Copyright © 2015 Sixteen Ventures. All rights reserved.

27.
WHAT ABOUT CHURN?
Copyright © 2015 Sixteen Ventures. All rights reserved.

28.
For a Deep-Dive on Customer Success
http://sixteenventures.com/pipelinedeals

29.
“The purpose of business is to
create and keep a customer.”

30.
For a Deep-Dive on Customer Success
http://sixteenventures.com/pipelinedeals