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1 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Lifesize Customer Success Primer
2 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Customer Success
Primer
Introduction to Customer Successand its importance to our future
3 2016 Lifesize, Inc. All Rights Reserved. Confidential.
4 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Impact of Churn on SaaS
Reten%on Jason Lempkin @ Storm Ventures
5 2016 Lifesize, Inc. All Rights Reserved. Confidential. Churn Impact Todd Gardner Founder SaaS Capital
6 2016 Lifesize, Inc. All Rights Reserved. Confidential. Reten%on Jason Lempkin @ Storm Ventures
Todays customers produce most of tomorrows revenues
7 2016 Lifesize, Inc. All Rights Reserved. Confidential. Reten%on Jason Lempkin @ Storm Ventures
Benefits of Customer Success
8 2016 Lifesize, Inc. All Rights Reserved. Confidential. Reten%on Jason Lempkin @ Storm Ventures
Rethinking the B2B Funnel Traditional
9 2016 Lifesize, Inc. All Rights Reserved. Confidential. Reten%on Jason Lempkin @ Storm Ventures
Rethinking the B2B Funnel B2B Hourglass
Reten%on Word of Mouth Referrals
Up-sell / Cross-sell Reference-able/Advocates
10 2016 Lifesize, Inc. All Rights Reserved. Confidential.
11 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Customer Success Advocate Responsibilities
12 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Why do customers churn out?
13 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Causes of Churn
Preact
14 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Operationalizing Customer Success
15 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Operationalizing Customer SuccessBy Customer
16 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Operationalizing Customer SuccessBy Customer
17 2016 Lifesize, Inc. All Rights Reserved. Confidential.
Operationalizing Customer SuccessAggregate