The Customer Success book

Customer Success BookI authored a book for Wiley called “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue” and it’s getting some great reviews, which is awesome.

While I’m constantly updating things on my Sixteen Ventures site – including this rapidly evolving definitive guide to Customer Success – that book offers a strong foundation for what Customer Success is, where it started, and how we got to where we are.

[Podcast] Customer Success with Lincoln Murphy

saas-business-podcastLincoln Murphy’s focus is customer success. He’s currently the growth architect at Winning by Design, where he creates blueprints and playbooks for customer success managers and leaders. In the past, he founded Sixteen Ventures and led customer success at Gainsight.

Using customer success to drive growth across the entire customer lifecycle, he has helped over four hundred SaaS and enterprise software companies accelerate growth and retain valuable customers.

Episode 16 of the SaaS Business Podcast contents:

  • Intro
  • Pre-SaaS Career in Supply Chain Management
  • Early SaaS Company for Mail Center Management
  • Early Days of SaaS
  • Before SaaS Was SaaS
  • Resistance to SaaS Adoption
  • Role of Corporate IT in SaaS Adoption
  • SaaS Business Model
  • Business Architecture
  • SaaS as a Business Architecture and SaaS Revenue Models
  • Recent Career
  • Sixteen Ventures
  • “The SaaS Guy”
  • Contrarian Views
  • Freemium in SaaS
  • Thought Leadership (or Getting Things Out of Your Head and Moving On)
  • Facts and the Contrarian Point-of-View
  • And much more…

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[Video] Blending Your Customer Success and Advocacy Strategies

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Customer success isn’t about saving your customers from drowning. It’s about making sure they don’t fall into the water in the first place. In his 2016 Advocamp Amp Talk, Lincoln Murphy, former Customer Success Evangelist at Gainsight, explains how … [Continue reading]

[Video] Sales Master Class: Customer Success Driven Growth

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Morgan Mackles: I'm really excited about this subject and about having Lincoln here. Lincoln is a former executive at Gainsight, which is a company that a lot of us in the room are familiar with. He moved on to become a highly successful consultant … [Continue reading]

Churn is a Symptom, Not a Disease


Churn is when customers cancel their account, don’t renew their contract, or remain your customer but pay you less; the latter is referred to as “revenue churn” and includes discounts, down sells, etc. Now, many companies find out about Customer … [Continue reading]

Visualizing the Importance of Customer Success

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Today, many executives still focus their company’s time, energy, money, and prominent resources primarily on the initial sale, as if that’s all that matters. However what we found is that this maniacal focus on “closing deals” is resulting in a … [Continue reading]

Customer Success at Storm Ventures

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Creating an Efficient Engine of Growth Doing whatever you can, spending whatever you can spend, to acquire any and all customers — whether they’re a good fit long-term or not — is played out. “The days of growth at any cost are over.” — Ryan … [Continue reading]

[Podcast] Customer Success & Your Customer’s Desired Outcome

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[Podcast] Everything You Wanted to Know About Customer Success

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Today we are talking with Lincoln Murphy from Sixteen Ventures, a website focused on SaaS growth strategies. Lincoln is a customer success magician and growth strategist who feels that his early understanding of growth in the SaaS business model … [Continue reading]

[Podcast] Desired Outcome is the Key to Customer Success

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Lincoln Murphy of Winning By Design and Sixteen Ventures was a recent guest on our podcast, B2B Nation: Smarketing Edition.` In the episode, we discussed: How the way companies look at customer success has changed Properly framing customer … [Continue reading]