Customer Success-driven Growth – seeing Customer Success not as a way to simply make customers “happy” or reduce churn, but as a true Growth Engine – is all about driving expansion (upsells, add-ons, land and expand, viral expansion, etc.), but in a way that absolutely requires a baseline focus on the customer’s success. Growth that occurs as part of the customer’s evolution and success is growth that is Rapid, Exponential, and Efficient, and Sustainable. As customers succeed and evolve, their relationship with you should evolve and grow as well; but you have to ensure that happens. The key to making expansion within - and from - your customer base work in a way that is customer-positive at scale is knowing exactly what expansion offer to present to the customer and when to do it. In this webinar, you’ll learn how to use customer data to: Make effortless, no-selling-required upsells (no, seriously) Quickly double (or more!) recurring revenue Get customers to spread the word about you on a consistent basis Encourage viral expansion in even the most boring products And much more Join Lincoln Murphy, Customer Success-driven Growth Architect at Sixteen Ventures...

1. Exponential Growth:
Using Data to Drive
Customer Ascension
LINCOLN MURPHY - GROWTH @ SIXTEEN VENTURES

2. @Kissmetrics
#Kisswebinar
@thuelmadsen

3. Thue is the Kissmetrics Webinar Wizard and Marketing
Ops Manager. Before joining forces with Kissmetrics, he
was a Lyft driver in SF, which is also how he ended up as
a Kissmetrics marketer. Whenever Thue is not trying to
automate everything around him, you can find him hiking
in the Sierras.
THUE MADSEN
Marketing Operations Manager, Kissmetrics
@ThueLMadsen
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 worldwide.
LINCOLN MURPHY
Growth Architect, Sixteen Ventures
@lincolnmurphy

4. @16v
#Kisswebinar
@lincolnmurphy

5. 1 Section One - Customer Success-driven Growth Overview
Success Potential
Desired Outcome
Success Milestones
Success Vector
2 Section Two - Foundation Customer Success-driven Growth
3 Section Three - Take Massive Action
TABLE OF CONTENTS
#Kisswebinar
Make effortless, no-selling-required upsells (no, seriously)
Quickly double (or more!) recurring revenue
Get customers to spread the word about you on a consistent basis
Encourage viral expansion in even the most boring products

6. WATCH WEBINAR RECORDING NOW

7. Section 1: Customer
Success-driven Growth
“LOAD THE SPACESHIP WITH ROCKET FUEL” - ULTIMATE WARRIOR

8. Customer Success is when
your customers achieve their
Desired Outcome through
their interactions with your
company

9. Customer Success
Management is the proactive
orchestration of the customer’s
journey toward their ever-
evolving Desired Outcome.

10. Customer Success-driven
Growth is growth that occurs as
part of the customer’s evolution
and success.

11. Section 2: Foundation of
Customer Success-driven
Growth
“I LAY IT OUT, FOR Y’ALL TO PLAY IT OUT” - HUGGY BEAR

12. SUCCESS POTENTIAL
#Kisswebinar

13. DESIRED OUTCOME
#Kisswebinar

14. DESIRED OUTCOME DETAILS
#Kisswebinar

15. SUCCESS MILESTONES
#Kisswebinar

16. SUCCESS VECTOR
#Kisswebinar

17. Section 3: Take Massive
Action
GO BIG AND GO HOME (YOU CAN HAVE BOTH)

18. EFFORTLESS UPSELLING
#Kisswebinar
Orchestration + Logical Intervention + Appropriate Offer

19. TWEET OF THE DAY
Orchestration + Logical Intervention +
Appropriate Offer = Effortless
Upselling
@NEILPATEL
@Kissmetrics @LincolnMurphy #Kisswebinar

20. ORCHESTRATION
#Kisswebinar

21. LOGICAL INTERVENTION
#Kisswebinar
Time Milestone Trigger

22. LOGICAL INTERVENTION
#Kisswebinar

23. APPROPRIATE OFFER
#Kisswebinar
•Add-ons
•Licenses or Seats
•Additional Capacity
•Services
•Training
•Internal Expansion

24. QUICKLY DOUBLE RECURRING REVENUE
#Kisswebinar

25. QUICKLY DOUBLE RECURRING REVENUE
#Kisswebinar
Short-circuit Offer + Ascension Offer = Exponential Growth

26. GET CUSTOMERS TO SPREAD THE WORD
#Kisswebinar
Timing Success VectorAppropriateness

27. GET CUSTOMERS TO SPREAD THE WORD
#Kisswebinar

28. ENCOURAGE VIRAL EXPANSION
#Kisswebinar
Timing PrescriptiveInfiltrate their Network

29. LEARN MORE NOW
Discover how Kissmetrics can help you optimize your marketing

30. LINCOLN MURPHY
Customer Success-driven Growth @16v
@lincolnmurphy
lincoln@lincolnmurphy.com
THUE MADSEN
Marketing Operations Manager, Kissmetrics
@ThueLMadsen
tmadsen@kissmetrics.com
Questions?