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.
10. Revenue x Multiplier = Value
o Customer Lifetime Value (LTV)
o Customer Acquisition Cost (CAC)
o Net Revenue Retention (NRR)
o Total Addressable Market
o Talent Acquisition
o There’s
more!
@lincolnmurphy
Company Valuation Calculation
13. Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” - Lincoln Murphy
@lincolnmurphy
14. Customer Success is NOT…
• Just a Department
• Customer Support
• Account
Management
• Happiness or
Delight
• Churn Mitigation
• Saving Customers
• “Checking in" with
customers
• Customer hand
holding
@lincolnmurphy
52. Brasil-specific Learnings
• Lack of Trust between
Customers and
Vendors
• Relationships matter a
lot
• Failure to Logically
Segment Customers
hurts Scalability
• Lack of deep CSM
talent pool
• Lack of Purpose-built
CSM for Brazilian
Market
• Unique Financial
Instruments (Boleto)
@lincolnmurphy
58. Awesome! Thanks for your attention.
Learn more about me at http://sixteenventures.com
And contact me via lincoln@lincolnmurphy.com
@LincolnMurphy
How Customer Success-centricity
Drives Revenue, Growth, and
Valuations