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| Date post: | 18-Feb-2017 |
| Category: |
Marketing |
| Upload: | influitive |
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MakeCustomer SuccessThe Foundation of Your Business
Lincoln MurphyEvangelist, Gainsight
03| 08| 2016
“The purpose of business is to create and keep a
customer.”
What CustomerSuccess is NOT
What CustomerSuccess IS
“Customer Success is when your customers achieve their Desired Outcome through their interactions with your company.” – Lincoln Murphy
Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Customer Success as a Purpose
Desired Outcome
Adoption
Expansion AdvocacyRetention
Copyright© 2016 Sixteen Ventures. All Rights Reserved.
“Customer Success Management is the proactive orchestration of the customer’s journey toward their ever-evolving Desired Outcome.”
– Lincoln MurphyCopyright© 2016 Sixteen Ventures. All Rights Reserved.
Customer Success Management is
Real Customer Relationship
Management
Make Customer Success the Foundation of your
Business
Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Start with the Customer
Map Success Milestones
Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Make Customer Success the Foundation of your
Advocacy Program
“Customers that come in through advocacy stay longer and buy
more.”- McKinsey & Company
“Customers that advocate for you become stronger customers themselves.”- Influitive
Orchestration &ExpectationsManagement
Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Milestone-based vs. Random Advocacy
RequestsCopyright© 2016 Sixteen Ventures. All Rights Reserved.
Customer-driven Growth
Copyright© 2016 Sixteen Ventures. All Rights Reserved.
• Tweets• Testimonials• Ratings & Reviews• Invite Others• Introductions• Referrals• References
• Case Studies• Videos• Product Education• Blog Posts• Speaking at your Event• Land and Expand• And tons more…
Copyright© 2016 Sixteen Ventures. All Rights Reserved.
TYPES OF CUSTOMER ADVOCACY
1. Customer Success starts with the Customer2. Define the Customer Segments on a per-Product basis3. Understand the Desired Outcome of each Segment4. List steps required to achieve Desired Outcome for
each Segment5. Identify Success Milestones and the logical Advocacy
Request associated with them (probably not every one)
6. Orchestrate the Advocacy ProcessCopyright© 2016 Sixteen Ventures. All Rights Reserved.
KEY TAKEAWAYS
