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.

Churn is a Symptom, Not a Disease

churn-is-a-symptom-not-a-diseaseChurn 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 Success when searching for ways to reduce customer or revenue churn, and in the past this was the primary driver for companies to invest in Customer Success; at least initially.

But once churn is taken care of, is that it? Not at all! In fact, once churn is under control, that’s when the possibilities of Customer Success really start to get good.

Unfortunately, many companies never get past that point; they have churn today, they’ll have it tomorrow, and that’s going to be the focus for the foreseeable future.

It doesn’t have to be that way!

[Continue reading]

Visualizing the Importance of Customer Success

pablo (7)

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

image (5)

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

Screen Shot 2016-06-08 at 3.18.00 PM

[Continue reading]

[Podcast] Everything You Wanted to Know About Customer Success

Screen Shot 2016-06-02 at 11.41.06 AM

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

Screen Shot 2016-05-31 at 11.59.03 AM

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]

[Video Interview] 3 Ways to #FlipMyFunnel on Customer Success


Lincoln Murphy is one of the most knowledgeable customer success gurus in the B2B world. He’s helping businesses develop customers into wildly successful advocates through his work at Winning By Design and Sixteen Ventures. As the Customer Success … [Continue reading]

7 Ways Customer Success drives Company Valuation

7 Ways Customer Success drives Company Valuation

I’ve been saying for years that Customer Success is transformative; driving exponential value for both the vendor, as well as the customer. In fact, it’s that value growth for the customer that truly drives the value growth for the vendor. What goes … [Continue reading]

Take the Power Back (from your Customers)

pablo (6)

Customers have too much power these days. "Take the Power Back" - Rage Against the Machine I recently gave the keynote presentation at the TSIA's huge Technology Services World event in San Diego … [Continue reading]