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THE SECRET TO RAPID GROWTH IN
ANY MARKET
Lincoln Murphy, Founder
Sixteen Ventures
Take your company to the next level
with Customer Success
Lincoln Murphy
@lincolnmurphy
3 FUN FACTS ABOUT LINCOLN
Fun Fact #1
Fun Fact #2
Fun Fact #3
Take your company to the
next level with Customer
Success
Who’s heard of
Customer Success
before today?
Copyright © 2015 Sixteen Ventures. All rights reserved.
Hand
Raising
Clinic!
Who’s heard of
Customer Success
before today?
Copyright © 2015 Sixteen Ventures. All rights reserved.
Who has a
Recurring Revenue
Business?
Copyright © 2015 Sixteen Ventures. All rights reserved.
Who intends to do
business with a customer
more than one time?
Copyright © 2015 Sixteen Ventures. All rights reserved.
The initial sale is critical, but
it’s just the tip of the iceberg
Develop a Sense of Urgency
around Value Delivery
Copyright © 2015 Sixteen Ventures. All rights reserved.
When your customers achieve
their Desired Outcome
through their interactions with
your company, that is
customer success.
Copyright © 2015 Sixteen Ventures. All rights reserved.
Copyright © 2015 Sixteen Ventures. All rights reserved.
VS.
Ready
Willing
Able
Acquisition Efficiency
Success Potential
Expansion Potential
Advocacy Potential
Copyright © 2015 Sixteen Ventures. All rights reserved.
Ideal Customer Profile
Ideal Customer Profile
Ready
Willing
Able
Acquisition Efficiency
Success Potential
Expansion Potential
Advocacy Potential
Copyright © 2015 Sixteen Ventures. All rights reserved.
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.
1. ACQUIRE THE RIGHT
CUSTOMERS
Copyright © 2015 Sixteen Ventures. All rights reserved.
2. ENGAGE & DELIVER VALUE QUICKLY
Copyright © 2015 Sixteen Ventures. All rights reserved.
Copyright © 2015 Sixteen Ventures. All rights reserved.
Success Milestones
3. EXPAND THEIR INVESTMENT
Copyright © 2015 Sixteen Ventures. All rights reserved.
4. MOBILIZE YOUR ADVOCATES
Copyright © 2015 Sixteen Ventures. All rights reserved.
5. RETAIN & RENEW CUSTOMERS
Copyright © 2015 Sixteen Ventures. All rights reserved.
WHAT ABOUT CHURN?
Copyright © 2015 Sixteen Ventures. All rights reserved.
For a Deep-Dive on Customer Success
http://sixteenventures.com/pipelinedeals
“The purpose of business is to
create and keep a customer.”
For a Deep-Dive on Customer Success
http://sixteenventures.com/pipelinedeals

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