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International Women’s Day
#WOCinTech
Lincoln Murphy�@lincolnmurphy�[email protected]
Where is my PASSION?
As a customer, �I want my life to SUCK LESS!
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Advocate Externally @lincolnmurphy
Thenwhydoyouleavethosefourthingstochance?
Infact,there’sareallystrongpossibilitythatyouaren’tjustnotdoinganythingtomakesurethatstuffhappens,butyou’redeliberatelysabotagingyourabilitytodothisbyacquiringbad-fitcustomers
You’re the VICTIM
of your customers
It’s All Your FAULT!
But you Can CHANGE!
– Michael Josephson
“You don’t have to be SICK to get BETTER.”
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Desired Outcome Customer Success is when customers achieve their
interactions through with your companytheir
“”- Lincoln Murphy
@lincolnmurphy
Desired Outcome Customer Success is when customers achieve their
interactions through with your companytheir
“”- Lincoln Murphy
@lincolnmurphy
Interactions Start�
EARLY
“The seeds !of churn are !planted early” !– Lincoln Murphy!@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
Customer Success Management is the process of moving the customer toward their ever-evolving Desired Outcome.
“
” - Lincoln Murphy @lincolnmurphy
Customer SUCCESS-
driven Growth
As customers SUCCEED and
EVOLVE…
…their relationship�with us should �
EVOLVE and GROW
ButnoneofthatmaJersifyou’rebringinginbad-fitcustomers.
stretchcustomers
@lincolnmurphy
Technical FitFunctional FitCompetence Fit
Success Potential is…
Experience FitCultural Fit
Churn is the SYMPTOM of an Underlying Disease
@lincolnmurphy
WedevelopanIdealCustomerProfileandthenfindothertypesofcustomerslikethat
You’resPllmissingabigpieceofthepuzzle
Stop Acquiring�BAD FIT
Customers
Acquire customers with
SUCCESS POTENTIAL
So,…whathaveyoubeendoingthiswholePme,then?Hmm…
@lincolnmurphy
Technical FitFunctional FitCompetence Fit
Success Potential is…
Experience FitCultural Fit
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It’s NotSUCCESS
GUARANTEED @lincolnmurphy
Customer SuccessManagement
@lincolnmurphy
ARBITRARYTime Box
@lincolnmurphy
RENEWAL & EXPANSION are part
of the Customer’s SUCCESS
@lincolnmurphy
Orchestration + Logical Intervention +Appropriate Offers = Effortless Upselling
@lincolnmurphy
IfyouhaveCustomerSuccessPracPPonersthatdon’twanttodiscussupsellsorcross-sellswiththeircustomersbecausetheydon’twanttosell,thentheydon’twanttomaketheircustomerssuccessful
Here’s the SECRET…
This ALL applies to SALES &
MARKETING @lincolnmurphy
RequiredOutcome
AppropriateExperience
Desired Outcome
WHAT your customer needs to achieve
HOW they need to achieve it@lincolnmurphy
“Enter the conversation already taking place in your customer’s mind.” – Robert Collier
c. 1937
“Enter the conversation already taking place in your customer’s mind.” – Robert Collier
Their Desired Outcome
The topic of the conversation in their mind
Their Desired Outcome @lincolnmurphy
Sales
Marketing
Customer Success
Operationalized Enrichment
@lincolnmurphy
Ofcourse,thenyouhavetoactuallydowhatyousaidyou'ddointhesalescycle.
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Buy More
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Advocate Externally @lincolnmurphy
Ofcourse,thenyouhavetoactuallydowhatyousaidyou'ddointhesalescycle.
Make your CUSTOMERS
powerful!
They’ll make YOU�
powerful!
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
Put Your Customers In the Drivers Seat and Go Full Throttle on Growing Revenue
