1 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Lifesize Customer Success Primer

2 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Customer Success

Primer

Introduction to Customer Successand its importance to our future

3 2016 Lifesize, Inc. All Rights Reserved. Confidential.

4 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Impact of Churn on SaaS

Reten%on Jason Lempkin @ Storm Ventures

5 2016 Lifesize, Inc. All Rights Reserved. Confidential. Churn Impact Todd Gardner Founder SaaS Capital

6 2016 Lifesize, Inc. All Rights Reserved. Confidential. Reten%on Jason Lempkin @ Storm Ventures

Todays customers produce most of tomorrows revenues

7 2016 Lifesize, Inc. All Rights Reserved. Confidential. Reten%on Jason Lempkin @ Storm Ventures

Benefits of Customer Success

8 2016 Lifesize, Inc. All Rights Reserved. Confidential. Reten%on Jason Lempkin @ Storm Ventures

Rethinking the B2B Funnel Traditional

9 2016 Lifesize, Inc. All Rights Reserved. Confidential. Reten%on Jason Lempkin @ Storm Ventures

Rethinking the B2B Funnel B2B Hourglass

Reten%on Word of Mouth Referrals

Up-sell / Cross-sell Reference-able/Advocates

10 2016 Lifesize, Inc. All Rights Reserved. Confidential.

11 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Customer Success Advocate Responsibilities

12 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Why do customers churn out?

13 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Causes of Churn

Preact

14 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Operationalizing Customer Success

15 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Operationalizing Customer SuccessBy Customer

16 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Operationalizing Customer SuccessBy Customer

17 2016 Lifesize, Inc. All Rights Reserved. Confidential.

Operationalizing Customer SuccessAggregate