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Exponential Growth: Using Data to Drive Customer Ascension
LINCOLN MURPHY - GROWTH @ SIXTEEN VENTURES
@Kissmetrics
#Kisswebinar
@thuelmadsen
Thue is the Kissmetrics Webinar Wizard and Marketing Ops Manager. Before joining forces with Kissmetrics, he was a Lyft driver in SF, which is also how he ended up as a Kissmetrics marketer. Whenever Thue is not trying to
automate everything around him, you can find him hiking in the Sierras.
THUE MADSEN Marketing Operations Manager, Kissmetrics
@ThueLMadsen
Lincoln Murphy is a world-renowned Growth Architect, Consultant, Author, and Keynote Speaker, and one of the earliest evangelists for Customer Success. As founder of Sixteen Ventures, he’s used Customer Success to drive growth across the entire customer lifecycle for more than 400 SaaS and enterprise software companies worldwide.
LINCOLN MURPHY Growth Architect, Sixteen Ventures
@lincolnmurphy
@16v
#Kisswebinar
@lincolnmurphy
1 Section One - Customer Success-driven Growth Overview
Success Potential
Desired Outcome
Success Milestones
Success Vector
2 Section Two - Foundation Customer Success-driven Growth
3 Section Three - Take Massive Action
TABLE OF CONTENTS
#Kisswebinar
Make effortless, no-selling-required upsells (no, seriously)
Quickly double (or more!) recurring revenue
Get customers to spread the word about you on a consistent basis
Encourage viral expansion in even the most boring products
WATCH WEBINAR RECORDING NOW
Section 1: Customer Success-driven Growth
“LOAD THE SPACESHIP WITH ROCKET FUEL” - ULTIMATE WARRIOR
Customer Success is when your customers achieve their
Desired Outcome through their interactions with your
company
Customer Success Management is the proactive
orchestration of the customer’s journey toward their ever-
evolving Desired Outcome.
Customer Success-driven Growth is growth that occurs as part of the customer’s evolution
and success.
Section 2: Foundation of Customer Success-driven
Growth “I LAY IT OUT, FOR Y’ALL TO PLAY IT OUT” - HUGGY BEAR
SUCCESS POTENTIAL
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DESIRED OUTCOME
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DESIRED OUTCOME DETAILS
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SUCCESS MILESTONES
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SUCCESS VECTOR
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Section 3: Take Massive Action
GO BIG AND GO HOME (YOU CAN HAVE BOTH)
EFFORTLESS UPSELLING
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Orchestration + Logical Intervention + Appropriate Offer
TWEET OF THE DAY
Orchestration + Logical Intervention + Appropriate Offer = Effortless
Upselling
@NEILPATEL
@Kissmetrics @LincolnMurphy #Kisswebinar
ORCHESTRATION
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LOGICAL INTERVENTION
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Time Milestone Trigger
LOGICAL INTERVENTION
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APPROPRIATE OFFER
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•Add-ons •Licenses or Seats •Additional Capacity •Services •Training •Internal Expansion
QUICKLY DOUBLE RECURRING REVENUE
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QUICKLY DOUBLE RECURRING REVENUE
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Short-circuit Offer + Ascension Offer = Exponential Growth
GET CUSTOMERS TO SPREAD THE WORD
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Timing Success VectorAppropriateness
GET CUSTOMERS TO SPREAD THE WORD
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ENCOURAGE VIRAL EXPANSION
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Timing PrescriptiveInfiltrate their Network
LEARN MORE NOW
Discover how Kissmetrics can help you optimize your marketing
LINCOLN MURPHY Customer Success-driven Growth @16v
@lincolnmurphy
THUE MADSEN Marketing Operations Manager, Kissmetrics
@ThueLMadsen
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