Lincoln Murphy - Endeavor - August 2017 - The Ultimate Growth Engine: Using Customer Success to Expand Revenue, Increase Profit, and Improve the Value of Your Company
On August 16, 2017, Lincoln Murphy did a webinar for Endeavor and presented these slides, showcasing The Ultimate Growth Engine: Using Customer Success to Expand Revenue, Increase Profit, and Improve the Value of Your Company.
How to Align Customer Success Management with Sales and Marketing
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Lincoln Murphy - Endeavor - August 2017 - The Ultimate Growth Engine: Using Customer Success to Expand Revenue, Increase Profit, and Improve the Value of Your Company
1. The Ultimate Growth Engine:
Using Customer Success to
Expand Revenue, Increase Profit,
and Improve the Value of Your
Company
4. Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” - Lincoln Murphy
@lincolnmurphy
5. Customer Success is NOT…
• Software
• Just a Department
• Customer Support
• Account
Management
• Churn Mitigation
• Saving Customers
• “Checking in" with
customers
• Happiness or
Delight
@lincolnmurphy
28. Revenue x Multiplier = Value
o Customer Lifetime Value (LTV)
o Customer Acquisition Cost (CAC)
Efficiency
o Net Revenue Retention (NRR)
o Total Addressable Market (TAM)
o Talent Acquisition
o There’s
more!
@lincolnmurphy
Company Valuation Calculation
29. Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” - Lincoln Murphy
@lincolnmurphy