Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides

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Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Defining and Managing the EntireCustomer Lifecycle using Amity

#CSBestPractices

Sam BrennandDirector of Customer Success

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

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Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Defining and Managing the EntireCustomer Lifecycle using Amity

#CSBestPractices

Sam BrennandDirector of Customer Success

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Meet Our Host

Paul PhilpFounder & CEO

@PPhilp@GetAmity

GetAmity.com

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Preview:The Amity Customer

Lifecycle Manager

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

The Customer SuccessRevolution

Relationships are the New Business Model

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

The World has Moved to a Subscription

Economy.

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Subscriptions are aRelationship Business

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Customer Success to the Rescue

Actively manage customer

relationships to reduce churn,

grow existing revenue, and

influence new sales.

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

The Customer SuccessRevolution

Relationships are the New Business Model

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Outside-In

Inside-Out

LandOnboard

Adopt

DecideLearn

Transform

QBR

Measure

This is the Customer LifecycleInside-Out View and Outside-In View

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Managing the Customer LifecycleThe DNA of a SaaS Business

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Outside-In

Inside-Out

LandOnboard

Adopt

DecideLearn

Transform

QBR

Measure

This is the Customer LifecycleInside-Out View and Outside-In View

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Outcom

es

Time

Customer Experience CurveThe Vendor Owns the Customer’s ‘Experience Curve’

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Outcom

es

Time

Customer Experience CurveThe Vendor Owns the Customer’s ‘Experience Curve’

This is the HARD work of customer success.

ProcessesTechnology

SkillsPractices

Capabilities

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Customer LifecycleOutcom

es

TimeOnboarding

Adoption

SuccessReview

Renewal

Expansion

Customer LifecycleMap your Customer Lifecycle to the Customer Experience Curve

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Time

Time

Time

Time

Time

Time

Journey Playbook

Workflow Playbook

Mapping the Customer LifecycleInternal View and External View of Each Stage

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Initial Key Features

10% Adoption

Team Training

Product Training

New Capabilities

Training

Initial Launch

Success Plan Signoff

Launch

Advanced Key Features.25% Outcome Goal

25% Adoption

Advanced Key Features.50% Outcome Goal

50% Adoption

Product Advice

Capability Coaching

Coaching

Day 1

Day 7

Day 14

Day 30

Day 45

Day 60

Mapping the Customer LifecycleAdoption Stage

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Preview:The Amity Customer

Lifecycle Manager

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Introduction to AmityPowerful Customer Success Software

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennandConfidential © 2014 Amity

Renewals

Uplift

Retention

Referrals

Advocacy

Efficiency

Productivity

Scalability

Visibility

From Chaos to Customer SuccessAmity automation eliminates manual work.

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Customer Success AutomationMission Control for Customer Success

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

DataIntegration

CRMEmail

SupportBilling

MarketingActivity

Outcomes

CustomerInsight

Health ScoreTrendsAlerts

EngagementKPIs

Outcomes

WorkflowAutomation

RulesPlaybooks

NotificationsCustomer

EmailTasks

Real-time

LifecycleManagement

VisualGoals

Drill DownHistorical

Performance

Reporting

DashboardsTeam

PerformanceAccount

PerformancePortfolio

Performance

Amity Key FeaturesComplete Customer Success Suite

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Q&A

#CSBestPractices

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Many Thanks To Our Presenter

@sambrennand@uberflip

hub.uberflip.cominfo@uberflip.com

Sam BrennandDirector of Customer Success

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Join Kia Puhm on March 29 for our next webinarImproving Customer Retention byManaging the Customer Journey

Visit getamity.com/resources to register!

Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand

Let’s continue the conversation

Thank you for being here!

@GetAmity GetAmity.com