10 Strategies for Scaling Customer Success

10 Strategies for Scaling Customer Success #CSWebinar

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Paul Philp, @PphilpFounder and CEO,

Amity

10 Strategies for Scaling Customer Success


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Q&A at the end – ask your questions in the chat box!

(if we run out of time, tweet or email us)


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From Unscalable to Scalable

Unscalable Scalable


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It just evolved …

When any Customer Success organization starts to scale, it always has processes, practices and data that just evolved.

ManualAd hocUnproductiveError Prone


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The foundations of scalability.

Defined processes

Customer

Visibility

Effective

Automation

Scalability

Start Small and Iterate.


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10 Strategies for Scaling Customer Success1. Define Customer Success.2. Segment Your Customers.3. Understand Your Customer Journey.4. Define Your Core Processes.5. Data Management.6. Identify Warning and Opportunity

Signals.7. Prioritization.8. Specialization.9. Automation.10.Define KPIs and Goals.


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Define Customer Success.What is Customer Success mandate?What is the relationship with Sales?

Onboarding? Adoption? Renewal? Expansion?

Handoff?

Account Management? Contracts?

What is the relationship with technical support?

Are CSMs reacting to tickets/questions?


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Segment Your Customers.Segment 1

Customer Success Strategy.

Segment 3Customer Success Strategy

Segment 2Customer Success

Strategy


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Understand Your Customer Journey.

Outcome

s

TimeOnboarding

Adoption

SuccessReview

Renewal

Expansion


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Define Your Core Processes.Onboarding

Implementation

Adoption

Renewal

Upsell

Escalation

Standardized processes can reduce new employee onboarding time significantly.


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Data Management.The process of ensuring you have data you can trust.

Data is the heart of scaling customer success. It has to be right.

Pulling it all together requires a plan.


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Identify Warning and Opportunity Signals.

SignalSource Measure 1 Measure 2 Measure 3Business Outcomes

AdoptionDelivery and Operations

Customer FeedbackRelationship

Outcome1 > Y Outcome2 + 10% Outcome 2 > Goals

Logins > 75 Key Feature + 10%

Licenses > 80%

Onboarding On Time

NPS > Z

Executive Left

Focus on the corrective

action you will take when a

signal is true.


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Prioritization.

Focus on the most important customer right now.

This can be done automatically using the signals defined above.


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Specialization.

Initially, everybody does everything to support the

customer.

This becomes chaotic as the volume of customers

increases. CSM

Lea

der

Onboarding

Adoption

Expansion


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Automation.

Use your signals as triggers for automation.

Rule-based Customer Email

Notifications

Process Kickoff

Task Assignment


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Define KPIs and Goals.

Measure the impact of the changes you make.

Keep what works.

Constantly iterate and improve.

Conversion RateOnboarding SuccessAdoption Rate

Churn Rate

Expansion Rate

Customer Health

Customer Outcomes


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10 Strategies for Scaling Customer Success1. Define Customer Success.2. Segment Your Customers.3. Understand Your Customer Journey.4. Define Your Core Processes.5. Data Management.6. Identify Warning and Opportunity

Signals.7. Prioritization.8. Specialization.9. Automation.10.Define KPIs and Goals.


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The Open Customer Success Platform.


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The Pre-Amity Command Center


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From Chaos to Customer SuccessAutomatic Data Collection and Analysis

Renewals

TrialConversio

ns

Visibility

Upselling

Retention

Referrals

Growth

Productivity

Scalability


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Amity Key FeaturesComplete Customer Success Suite

DataIntegration

CRMEmail

SupportBilling

MarketingActivity

Outcomes

CustomerInsight

Health ScoreTrendsAlerts

EngagementKPIs

Outcomes

WorkflowAutomation

RulesPlaybooks

Notifications

CustomerEmailTasks

Real-time

LifecycleManagement

VisualGoals

Drill DownHistorical

Performance

Reporting

DashboardsTeam

PerformanceAccount

PerformancePortfolio

Performance


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Simplify Day to

Day Workflow

Unify all Custome

r Data

Highlight Churn /

Upsell Focus on the Right

Customer

Automate

Routine Tasks

Early Warning System

Amity BenefitsDramatically Improve CSM Productivity


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Request a demo with Amitygetamity.com/demo


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Q & A


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Upcoming webinar on November 2nd at 1pm ET:


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Thank you for being here!

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10 Strategies for Scaling Customer Success

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Transcript of 10 Strategies for Scaling Customer Success