How Customer Success-centricityDrives Revenue, Growth, and Valuations
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Transcript of How Customer Success-centricityDrives Revenue, Growth, and Valuations
How Customer Success-centricity�Drives Revenue, Growth, and Valuations
Hello, my name is Lincoln Murphy I’m excited to be presenting to
@LincolnMurphy
Revenue x Multiplier = Value o Customer Lifetime Value (LTV)o Customer Acquisition Cost (CAC)o Net Revenue Retention (NRR)o Total Addressable Marketo Talent Acquisition
o There’s more!
@lincolnmurphy
Company Valuat ion Calculat ion
Desired Outcome Customer Success is when customers achieve their
interactions through with your companytheir
“”- Lincoln Murphy
@lincolnmurphy
Customer Success is NOT…• Just a Department• Customer Support• Account
Management• Happiness or
Delight
• Churn Mitigation• Saving Customers• “Checking in" with
customers• Customer hand
holding @lincolnmurphy
Customer Success Management is the Orchestration, Operationalization, Instrumentation, and Intervention designed to ensure customers achieve their ever-evolving Desired Outcome.
“
”- Lincoln Murphy @lincolnmurphy
Desired Outcome Customer Success is when customers achieve their
interactions through with your companytheir
“”- Lincoln Murphy
@lincolnmurphy
Who Feels the Acute Pain?• Sales• Implementation• Product• Marketing
• Support• Account
Management• Customer Success
Management• Your Customer!
@lincolnmurphy
Desired Outcome Customer Success is when customers achieve their
interactions through with your companytheir
“”- Lincoln Murphy
@lincolnmurphy
RequiredOutcome
AppropriateExperience
Desired Outcome
WHAT your customer needs to achieve
HOW they need to achieve it@lincolnmurphy
CustomerCharacteris9cs
Method
Customer(segment)
Desired Outcome
@lincolnmurphy
RequiredOutcome
AppropriateExperience
Needtowork,no9metoeat
AirTravel
Desired Outcome – Air Travel
@lincolnmurphy
PointAèBSafely&Quickly
Assignedsea9ng,WiFi,Foodservice,legroom
BusinessTraveler
Savemoney,enjoy
des9na9on
AirTravel
Desired Outcome – Air Travel
@lincolnmurphy
PointAèBSafely&Quickly
Cheapfares,snacks&drinks
FamilyGoingonVaca9on
Desired Outcome Customer Success is when customers achieve their
interactions through with your companytheir
“”- Lincoln Murphy
@lincolnmurphy
Without Customer Success• Stagnating Customers• Customer Churn• Revenue Churn• Reputation Suffers• TAM shrinks
• Sales Friction Increases• Sales Cycles Extend• CAC Increases• Talent Acquisition
Suffers• Company Value Drops
@lincolnmurphy
With Customer Success• Expanding Customers• Net Revenue Retention• Great Reputation• TAM Increases• Sales Friction
Decreases
• Sales Cycles Shorten• CAC Efficiency• Talent Acquisition
Improves• Company Value
INCREASES
@lincolnmurphy
Desired Outcome Customer Success is when customers achieve their
interactions through with your companytheir
“”- Lincoln Murphy
@lincolnmurphy
Thank You!@lincolnmurphy�[email protected]
Awesome! Thanks for your attention.Learn more about me at http://sixteenventures.com
And contact me via [email protected]
@LincolnMurphy
How Customer Success-centricity�Drives Revenue, Growth, and Valuations