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Lincoln Murphy
Works at Sixteen Ventures
Lives in Dallas, TX
909 followers|84,610 views
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Lincoln Murphy

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"What should I pay my CSMs?" Let's find out: Customer Success Compensation Benchmarking Exercise #CustomerSuccess

http://goo.gl/forms/E9QVZk40CC
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If Customer Success is all about being proactive – and it is – then reactively testing for Customer Satisfaction after the fact isn’t enough; we must be proactively measuring and monitoring for real Customer Success. #CustomerSuccess
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The old adage that the customer "is always right" isn't just not true, but operating on that belief may be counter to our goal in Customer Success of helping our customers achieve their Desired Outcome. #CustomerSuccess   #SaaS  
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My latest post... if you have had - or ever will have - turnover in your Customer Success Organization, you need to do these 3 things to ease the burden on your customers...
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In startups, your product is rapidly evolving... that means people that saw it 6 months ago have NO idea what it looks like today. They need to see the latest version... here's how to do that.
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Great tips +Lincoln Murphy & they work if you work 'em:)

~Clint
+Cazoomi.com 
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Latest post on Active Users being a Vanity Metric #SaaS  
Active vs. Inactive Users really is a flawed way to look at things. The state of your users is never binary; there's a context that gives activity meaning.
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Awesome post by +Nick Mehta on his learnings from the recent +OpenView Venture Partners  #CustomerSuccess  Event in Boston.
I attended the OpenView Ventures 2015 Customer Success Event in Boston recently and here are the top 10 things I learned at this great event.
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Lincoln Murphy

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How do you know if your Customer Success initiatives are producing results internally? This article covers that in detail. #SaaS   #CustomerSuccess  
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There is often a gap between the functional completion of your product and the customer’s Desired Outcome.

I call this the Success Gap. #SaaS   #CustomerSuccess  
There's a threat to the success of your customers, and your success as a business; that's the Success Gap keeping your customers from their Desired Outcome
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Here's my latest post... Customer Retention and Renewal Aren’t the Same Thing #SaaS   #CustomerSuccess  
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My latest post... SaaS Metrics Require Proper Customer and User Definitions ... definitely some different ways of thinking in this piece for #SaaS  vendors.
To have accurate metrics around what's going on in your SaaS business, you need to properly define what customers and users really are. You must be honest.
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great
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I did an interview with +Heather R Morgan all about reverse engineering emails for Sales and #CustomerSucces  ... it was awesome. Check it out.
Learn Gainsight & 16 Ventures' Lincoln Murphy's personal secrets to growth hacking, reverse engineering cold emails, and other ideas on customer success.
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Have him in circles
909 people
Mark Sadler's profile photo
Jennifer Riggins's profile photo
Chad Halvorson's profile photo
Del Heles's profile photo
Rhys Wesley's profile photo
Windstream Business's profile photo
Andrew Threlfall's profile photo
Dave Key's profile photo
Eva Kurilova's profile photo
Work
Occupation
I'm a customer acquisition and retention ninja... a Growth Hacker
Skills
Growth Hacking
Employment
  • Sixteen Ventures
    Growth Hacker, 2008 - present
Basic Information
Gender
Male
Story
Tagline
As a Growth Hacker, I help SaaS and Cloud companies grow by accelerating customer acquisition and increasing customer retention / decreasing churn.
Introduction
As a Growth Hacker, I've personally helped several hundred companies around the world – both pure-play SaaS and Cloud as well as Enterprise Software and Independent Software Vendors moving to the Cloud – Accelerate Profitable Growth by:

  • Adopting Scalable Revenue Models
  • Accelerating Customer Acquisition
  • Increasing Customer Retention and Reducing Churn
  • Significantly Expanding (profitable) Revenue over the lifetime of the customer
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Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
Dallas, TX
Contact Information
Work
Phone
9722009317
Email
Lincoln Murphy's +1's are the things they like, agree with, or want to recommend.
Why Happy Customers Leave | CustomerThink
customerthink.com

We have to be clear on the distinction between “happy” and “successful” when it comes to our customers. Happy is a feeling, successful is qu

The Myth of Unavoidable Churn
sixteenventures.com

There are two types of churn: avoidable and unavoidable. But the amount of unavoidable churn is much lower than most people think. Here's wh

Incentivized Customer Development is a Bad Idea
lincolnmurphy.com

When performing customer development, it often seems like a good idea to provide incentives for people to talk to you; but it's not. And her

Desired Outcome drives Customer Success
sixteenventures.com

Understanding what success is for your customers is required, but the best way to think about it is in the context of their Desired Outcome;

The Power of Risk Reversal
lincolnmurphy.com

If you stand by your product and are willing to give customers their money back if they ask, then use that as risk reversal in your sales pr

The Exponential Evolution of Customer Success
lincolnmurphy.com

Customer Success is evolving rapidly and bringing with it amazing opportunities for growth; not just in the bottom line, but in our overall

First Become Effective, Then Become Efficient
lincolnmurphy.com

If you want to save time, money, and resources in the long run, before you seek to become efficient, become effective first. This is the onl

How to Use Psychology to Cut in Line at the Airport
lincolnmurphy.com

Sometimes we can learn amazing - like how to cut in line at the airport - and other life-changing things by simply observing what's going on

Why'd you let me do that? (Opposite of Customer Success)
lincolnmurphy.com

If you're focused on Customer Success, you should never be asked Why did you let me do that?" That's the complete opposite of customers bein

Customer Success: The Real Risk When your Sponsor Leaves
lincolnmurphy.com

In Customer Success Management, it's common to talk about the potential risks of having your champion leave the company; but the real risk i

No, Your Problem isn't Product / Market Fit
lincolnmurphy.com

A common excuse for failed startups is that they didn't reach Product / Market Fit. But that's not always the case, it's usually a marketing

Your Product is a Means to an End
lincolnmurphy.com

Move past your ego and realize that people aren't buying your product to use your product; they're using it to get a result; your product is

The “Wow Moment" is about your Customer
lincolnmurphy.com

You hear about the "wow moment" all the time, product managers and startup founders often think it's about the product; it isn't. It's about

Average Success per Customer?
lincolnmurphy.com

Do we need another SaaS metric to identify how healthy our customers are? Average Success per Customer was floated as that metric; here's my

The Side Effects of Growting Average Revenue per Customer
lincolnmurphy.com

Average Revenue per Customer is a metric tracked by SaaS and Subscription businesses. But what happens when you increase it? Great things yo

Unlocking the Power of Reciprocity: Gift vs. Reward
lincolnmurphy.com

Entrepreneurs and marketers confuse gifts & rewards all the time, but understanding the difference is the key to unlocking the persuasive po

It Starts with Lower-Case "customer success"
lincolnmurphy.com

Customer Success has become a buzzword and has spawned a profession, a software product category, and more, it all starts with your customer

SaaS Free Trials: 3 Reasons for Gaming the System
lincolnmurphy.com

Prospective customers and future users are gaming SaaS Free Trials - including yours - for a variety of reasons; but they're not the reasons

5 Hacks to Help Explainer Videos Convert Customers
lincolnmurphy.com

Explainer videos can be compelling marketing assets that accelerate a prospect from not ready to ready to buy or not. Here are five tips for

In Customer Success: Context. Is. Everything.
lincolnmurphy.com

Customer Success isn't about analyzing only one key metric - i.e. product usage data; do that and you will miss the big picture. Context is