Customer Success-driven Initial Traction for Startups - 2016 San Pedro Valley Summit

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On November 10, 2016, in Belo Horizonte, Brazil, at the 2016 San Pedro Valley Summit, Lincoln Murphy gave a keynote presentation on Customer Success-driven Initial Traction for Startups. Using the true definition of Customer Success as the backdrop for initial traction for very early-stage Startups is something few people talk about. But this presentation showed exactly why you should do this and how to make it work.

Small Business & Entrepreneurship

Customer Success-driven Initial
Traction
Hello, my name is Lincoln Murphy
I’m excited to be presenting at:
@LincolnMurphy

The biggest barrier to
progress is NOT being
DELIBERATE.

Deliberate is doing
something
CONSCIOUSLY and
INTENTIONALLY

Don’t throw stuﬀ
at the wall to see
WHAT STICKS

Grow BECAUSE of
your eﬀort, not  
IN SPITE of it

Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” -  Lincoln Murphy
@lincolnmurphy

…their relationship
with us should
EVOLVE and GROW

“The seeds !
of churn are !
planted early” !
– Lincoln Murphy!
@lincolnmurphy!

Acquire
customers with 
SUCCESS
POTENTIAL

Technical
Fit
Functional
Fit
Competence
Fit
Experience
Fit
Cultural
Fit
@lincolnmurphy

Churn is the
SYMPTOM of an
Underlying Disease

Required
Outcome
Appropriate
Experience
Desired Outcome
WHAT your
customer
needs to
achieve
HOW they
need to
achieve it@lincolnmurphy

Customer
Characteris9cs
Method
Customer
(segment)
Desired Outcome
@lincolnmurphy
Required
Outcome
Appropriate
Experience

Stay longer
Buy More
Expand Internally
Advocate Externally
@lincolnmurphy

Enter the conversation
ALREADY taking place
in your prospect’s mind

The topic of the
conversation in their mind
Their Desired Outcome

LOGICAL
EXPANSION
MODEL
LOWER
BARRIERS
OPTIMIZE
VALUE
DELIVERY
Deliberate Growth Model

EXPANSION is part of
the Customer’s
SUCCESS

Your success is
DIRECTLY tied to
their success

Thank You! 
@lincolnmurphy
lincoln@lincolnmurphy.com

Awesome! Thanks for your attention.
Learn more about me at http://sixteenventures.com
And contact me via lincoln@lincolnmurphy.com
@LincolnMurphy
Customer Success-driven Initial
Traction

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Customer Success-driven Initial Traction for Startups - 2016 San Pedro Valley Summit

1. Customer Success-driven Initial Traction Hello, my name is Lincoln Murphy I’m excited to be presenting at: @LincolnMurphy

2. The Early Adopter MYTH

3. The biggest barrier to progress is NOT being DELIBERATE.

4. Deliberate is doing something CONSCIOUSLY and INTENTIONALLY

5. Don’t throw stuﬀ at the wall to see WHAT STICKS

6. Avoid SLOPPY GROWTH

7. Grow BECAUSE of your eﬀort, not   IN SPITE of it

8. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” -  Lincoln Murphy @lincolnmurphy

9. Customer Success is a GROWTH ENGINE

10. Customer SUCCESS- driven Growth

11. As customers SUCCEED and EVOLVE…

12. …their relationship with us should EVOLVE and GROW

13. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” -  Lincoln Murphy @lincolnmurphy

14. Interactions Start EARLY

15. “The seeds ! of churn are ! planted early” ! – Lincoln Murphy! @lincolnmurphy!

16.

17. ü Ready ü Willing ü Able ü Acquisition Eﬃciency ü Ascension Potential ü Advocacy Potential IDEAL CUSTOMER PROFILE

18. Don’t CHURN & BURN to LEARN!

19. Don’t Acquire BAD FIT Customers

20. Acquire customers with  SUCCESS POTENTIAL

21. Technical Fit Functional Fit Competence Fit Experience Fit Cultural Fit @lincolnmurphy

22. Churn is the SYMPTOM of an Underlying Disease

23. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” -  Lincoln Murphy @lincolnmurphy

24. Required Outcome Appropriate Experience Desired Outcome WHAT your customer needs to achieve HOW they need to achieve it@lincolnmurphy

25. Customer Characteris9cs Method Customer (segment) Desired Outcome @lincolnmurphy Required Outcome Appropriate Experience

26. Stay longer Buy More Expand Internally Advocate Externally @lincolnmurphy

27. Enter the conversation ALREADY taking place in your prospect’s mind

28. Their Desired Outcome

29. The topic of the conversation in their mind Their Desired Outcome

30. LOGICAL EXPANSION MODEL LOWER BARRIERS OPTIMIZE VALUE DELIVERY Deliberate Growth Model

31. EXPANSION is part of the Customer’s SUCCESS

32. Your success is DIRECTLY tied to their success

33. Customer. SUCCESS.

34. When your CUSTOMERS Succeed...

35. YOU Succeed!

36. Thank You!  @lincolnmurphy lincoln@lincolnmurphy.com

37. Awesome! Thanks for your attention. Learn more about me at http://sixteenventures.com And contact me via lincoln@lincolnmurphy.com @LincolnMurphy Customer Success-driven Initial Traction

Customer Success-driven Initial Traction for Startups - 2016 San Pedro Valley Summit

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