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On June 1, 2017 in São Paulo, Brazil, Lincoln Murphy presented 10 Maiores Erros no Sucesso do Cliente (The 10 Biggest Mistakes in Customer Success) at a Customer Success meetup hosted by TOTVS. The slides are in Portuguese, but the 10 mistakes in English are: 10 Biggest Mistakes in Customer Success (in no particular order) 1. Not putting the customer first 2. Overdelivering / Normalizing the Experience 3. Success is not defined 4. Focusing only on Required Outcome (and not AX) 5. Confusing Happiness and Success 6. Forgetting we're working with humans 7. Focusing only on Churn Mitigation 8. Not having a Customer Success culture 9. Failing to properly Manage Expectations 10. Acquiring Bad Fit Customers Avoid these and you'll be successful!

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On March 8, 2017 in San Francisco, California at the inagural Revenue Summit 2017, Lincoln Murphy gave the opening keynote on Day 2, kicking off the day with Customer Success-driven shot in the arm. Customer Success-driven Growth is growth – upsells, cross-sells, customer advocacy, viral expansion, etc. – that occurs as part of the customer’s evolution and success. As customers succeed and evolve, their relationship with you should evolve and grow as well.

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Customer Success has evolved rapidly from a way to simply make customers “happy” or reduce churn to driving a true growth engine for the business. There’s simply no more efficient – and done correctly, rapid, exponential, and sustainable – growth than growth within and from your existing customer base. As customers succeed and evolve, their relationship with you should evolve and grow as well; but you have to ensure that happens. That’s Customer Success-driven Growth. In this workshop we will cover: - how the evolution of Customer Success should change your strategy - what the 8 elements of Customer Success Management are and why they matter - what these changes will look like inside your company (org structure, compensation models, etc) - the keys to making expansion within - and from - your customer base work in a way that is customer-positive at scale This will be interactive, so bring your questions; we don't want you to leave with any questions you came with, but you'll definitely leave with a lot of new ones! Speaker: Lincoln Murphy 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 around the world.

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Originally presented on March 1, 2017, in San Francisco, California at Salesforce as part of a PulseLocal Silicon Valley event. THE KEY ELEMENTS OF CUSTOMER SUCCESS Lincoln Murphy is the co-author of "Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue" written with Nick Mehta and Dan Steinman. IIn his keynote presentation at PulseLocal SV in San Francisco on March 1, 2017, Lincoln will outline the Key Elements of Customer Success - including Success Potential, Desired Outcome, Success Milestones, Joint Accountabilities - and how these often overlooked foundational aspects of Customer Success are the keys to unlocking success not just for your customers, but for your company. Since 2006, Lincoln Murphy directly helped 400+ SaaS companies accelerate their growth by optimizing the Customer Lifecycle, from customer acquisition to retention to account expansion and advocacy.

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Customer Successsuccess-potential-the-foundation-of-customer-success starts with acquiring customers that have Success Potential. Customers that have Success Potential are said to be good-fit customers. This is the opposite of bad-fit customers that cannot get value from a relationship with us now or in the near future. A typical reaction to any type of action that appears to limit your market is the Fear of Missing Out (FOMO). So when I say that you should NOT do business with a customer that doesn't have Success Potential, FOMO is going to tell you that you should. FOMO is going to tell you that this is limiting YOUR potential, that it's lowering your Total Addressable Market (TAM). But FOMO is wrong and if you let it dictate how you run your business, you're wrong, too.

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On November 15, 2016 at the SIIA Deciphering Marketing event in Atlanta, GA, Lincoln Murphy presented Marketing Success: Building a Customer-centric Growth Engine. We all want to efficiently acquire customers; that’s table stakes. But what if you could also get your customers to stay longer, buy more, invite you into other parts of their business, and advocate for you publicly so the efficiency of your acquisition and expansion efforts constantly improves as you grow? Many companies have already unlocked the secret to this level of success and in this keynote presentation, Lincoln Murphy showed exactly how to do it, too.

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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.

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On November 3, 2016, in Florianópolis, Brazil, at RD Summit 2016, Lincoln Murphy presented on Customer Success-driven Growth to an enthusiastic crowd eager to learn how to make their customers - and in turn - their companies, successful. Whether you have a subscription business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. The Customer Success approach is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model.

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These slides are from the October 20, 2016 keynote presentation of Email Marketing Summit Australia in Brisbane, Australia by Lincoln Murphy. When a prospect takes a chance on us and becomes a customer, it’s because they trust what we’ve told them. When a customer buys more because they received the value we promised, it’s because that trust is stronger. And when a customer tells their friends about us because we delivered what we said we would, that’s the ultimate in trust. Email, used correctly, has the potential to change your world, to change the world of your customers, and to create powerful, authentic human connections at scale. Lincoln’s Keynote will help you understand how to use email to create powerful, authentic human connections built around trust, enabling you to Acquire the best customers, engage those customers to deliver value, re-engage customers you let slip away, and create advocates in your business (and life!)

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On September 28, 2016, Lincoln Murphy presented to a group of over 100 CEOs, hosted by ACETECH in Vancouver, British Columbia, Canada. Whether you have a subscription business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. The Customer Success approach is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model.

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On September 22, 2016 in Dublin, Ireland, Lincoln Murphy gave a keynote presentation called Win by Design, Not by Chance: Customer Success as a Growth Engine. The presentation covers everything from what Customer Success is to how it impacts company valuation. From Onboarding to ongoing engagement, and from sales to land-and-expand, this presentation was designed to introduce the audience to Customer Success-driven Growth.

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