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If you’re a Customer Success leader, your biggest fear is that despite your efforts, you aren’t delivering real value to your customers. How can you be sure? In this webinar Allison will discuss: How to align your Customer Success team with key accounts The benefits of Success Plans to create workflows for every scenario. A strategic process to achieve predictable value delivery Ensure you’re delivering the value your customers expect.

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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Build Customer Success at an Early Stage Startup - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Hoopla, VeaMea, DiscoverOrg, Fliptop

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Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks. Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.

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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Develop a Quarterly Business Review - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Gild, Box, Zuora, Workday

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Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team. The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

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Your B2B SaaS app will not sell itself unless it is designed to do so. This is a guide to getting your B2B SaaS to 'sell itself' was created by noted SaaS Marketing expert and Growth Hacker Lincoln Murphy of Sixteen Ventures. This guide is full of actionable, unique, and thought-provoking ideas - Growth Hacks if you will - that are designed to allow your product to sell itself. From attracting the right audience and driving user engagement, to making it easy to buy and easy to share through orchestrated virality, this guide covers all aspects of what's necessary to drive growth with SaaS companies of any stage and serving any market. Whether you have a self-service sales model or one that requires outside sales reps to drive business, the tips and techniques contained in this guide and the source blog post will help you achieve your goals of efficiently scaling your sales process.

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Driving adoption is critical for ensuring that customers get maximum value out of their technology investment. It is also increasingly important for technology providers as they continue to embrace recurring revenue business models. Customer Success teams equipped with well-defined playbooks are uniquely positioned to deliver on this charter. In this webinar, Neil Jain and Aman Singh of Waterstone Management Group will share key insights and best practices around how to successfully drive adoption through Customer Success playbooks.

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Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized. Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting. In this webinar, you will learn: The top three things every CS leader should include in their deck What board members really want to know about Customer Success How to blend metrics, tactics, and strategy into a seamless presentation And much more

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As companies demand more of technology, it’s no wonder why they turn to open source to help fill the gaps. Likewise, it’s not surprising that open source companies would turn to customer success to support these clients. Join Jennifer Dearman, Director, Strategic Customer Engagement at Red Hat, Andy Knosp, VP of Services at Gainsight, and Dhaval Moogimane, Partner at Waterstone Management Group, to discover how customer success is revolutionizing the open source industry. In this 60 minute webinar we will discuss: Why open source companies are adopting customer success How to implement customer success in an open source company Real-world examples of how Red Hat implemented customer success

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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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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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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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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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As a marketer, you work tirelessly to move the needle on a huge laundry list of metrics. But with studies that show 73% of executives don’t believe that marketing drives demand and revenue, marketers are under pressure to make sure we can prove the ROI of our marketing efforts. In this session, Alex Greenwood of AGPR shares six metrics—and the math equations to get them—that prove the value of your marketing efforts.

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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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Did you know? A SaaS company with 5% annual revenue churn will be valued 200% higher than a similar company with 15% annual revenue churn. It’s certainly no secret that churn hurts recurring revenue businesses, but just how much? Beyond simply reducing the revenue you generate, churn hurts the future value of your customers and, ultimately, the future value of your company as a whole. Join Gainsight Customer Success Evangelist Lincoln Murphy and Todd Gardner, Founder and Managing Director of SaaS Capital, as they dig into the following key questions on why churn hurts and how focusing on Customer Success can have a dramatic impact on your company’s value. This webinar will specifically cover: - Valuation Drivers of SaaS Companies - The Impact of Churn through a Case Study - Measuring, Comparing and Forecasting Churn The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

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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 April 7, 2017, Lincoln Murphy presented at ConversionXL Live! in San Antonio, Texas. 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 his keynote presentation, Lincoln Murphy will show you exactly how to do it, too.

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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 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 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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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 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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