How to Drive Efficiency With Automated Customer Success Plays

How to Drive Efficiency With Automated Customer Success

Plays

Irit Eizips CEO, CSM Practice@iriteizips

How to Drive Efficiency With Automated Customer Success Plays

Housekeeping!Get your tweet on and join the conversation!

#CSwebinar@GetAmity @IritEizips

Ask your questions in the chat box at any time!

We will send the slides to everyone tomorrow


How toDrive Efficiency

And Scale

With

Automated Success Plays

4

Tell me!What is your main engagement

model?

5

Tell me!

Have you already tried Automated Success

playbooks?

6

You are in the right Webinar

You currently have a CSM team BUT you want to do more, faster.

7

You are in the right webinar

You want to create a highly engaging experience for ALL clients

8

You are in the right Webinar

You thought about improving your existing customer success strategy in a way that would free you up to do more every day, so you can be proactive and strategic in your approach.

9

Webinar Series!Scaling Customer SuccessWebinar topic DateScaling Customer Success with automated success plays Feb 23

Scaling Customer Success by increasing pro-activeness with productivity tools

Mar 22

Scaling Customer Success by demonstrating value to the board and getting your budget approved

Apr 19

Scaling Customer Success with a well defined engagement model and proper account segmentation

May 31

Scaling Customer Success by creating responsible customers Jun 28

Me

11

12

● Provides a range of Customer Success consulting services:

○ Strategy services

○ Software Services:

○ CSM Operating systems

○ Salesforce for Customer Success

○ Customer Analytics

● 15 team members

● Clients in US, Asia, and Europe

CSM Teams don’t become GREAT on their

own. To get great results from team,

the secret is to help them scale through automation of repeatable plays.

13

This is how you SCALE

with Automated Success Plays

14

Free Cheat Sheet Playbooks AutomationThe check list help you get started in implementing your success playbooks automation.

NUMBER ONE

16

16

3automation

Plays

To scale customer success

► The ONBOARDING playbooks

► The ADOPTION playbooks

► The SAVE playbooks

How to scaling with automated plays promotes

will help you nail your onboarding process

(For complex and self onboarding)

Onboarding

18

How to promote adoptionthat promotes usage

like crazy(Leverage usage data to the max)

Adoption

19

Strategies that are working right now to automatically identify and

save customers AT RISK

Save

20

How to increase scalability, efficiency and

effectiveness using automated customer

success plays

21

Imagine the feeling

22

So where do we start?

23

The Three MAGICAL success plays

Introducing automation during onboarding

that promotes efficiency like crazy

Onboarding Plays

25

26

26

Create a definedJourneyYour users’ first experience is absolutely critical. Here’s how to make it count.

1 Love at First Sight

What’s easierstarting a journey when you have no idea where you’re going, or starting a journey when you know exactly what it will take to complete?

27

28

Tell me!Are you responsible for onboarding?

30

Onboarding Automated Plays

• Use a progress meter• Break every step and task assignments• Email sequence based on onboarding survey • Visual instructions• Short training videos• Internal process automation (calls to action and handoffs)

31

Tell me!What onboarding tools are you

currently using?

Tools that will help you scale onboarding

• An in-app walk through tool:• WalkMe• AppCues • Nickelled

• An In-App message/support solution:

• Intercom• Zendesk Zopim

• Usage tracking:• Pendo• Mix Panel• Segment.io

• Integration:• Zapier

• Communication Channel:• Slack• Salesforce Community• Lithium

• Email Automation• CSM Ops system (Amity, etc)• Marketing automation (Marketo,

Pardot, mail chimp, etc)• Survey

• Survey Monkey• Pendo• CSM Ops solution

32

What about complex onboarding?

33

The “Complex Onboarding” Tools

Tools & Data you’ll needCRM System

Improve handoffsTrack ContactsScore users and accountsIntegrate with other systems

CSM System

Define calls to actionTrack milestonesIdentify delayed onboardingAdd email templatesTrigger emails based on milestonesReportshealthscoresSurveys

35

Automation Strategies that work to get a higher Adoption

Adoption Phase

36

37

37

Uncover OPPORTUNITIESLay the foundation for a a Customer 360 view and more automation

2 C360

360 view of your customers Healthscore

38

Customer SuccessSystem

The “Customer 360” Recipe

Engagement model

• High/Mid Touch

Tools & Data you’ll need

• Data Integration (Built in or customized)

• Database (use your CSM system as a mini warehouse)

• CSM System• Built in dashboards• C360 view• Health-score

• Usage data analysis

41

42

Automated plays that increase adoption• Sticky features• Differentiating features• Benchmark against other clients

• Use cases they can do too• Increase perceived value• The recipe for quick value realization

• Weekly online workshops• How to Webinars• Email campaigns• Self paced training (videos, etc)

43

The Challenge

The client wanted to modify their classic account managers structure to a model based on customer success.

The Solution• Defined the key activities and related

playbooks • Increased visibility to client data• Introduced scalability through a CSM Platform

which promoted transparancy and automation of calls to action and success playbooks

The Impact• Significant improvement to customer insights

which improved the team’s proactive approach to customer success and their ability to promote and discus value with their customers.

Thanks to the CSM Practice expertise we were

able to successfully realign our customer

success strategy (and implemented a CSM

Operations tool) in a way that delivered

significant value around customer insight.

This has directly improved how we manage

our customer base. I'd highly recommend Irit

and the team at CSM Practice to any

company.

Mike MarchettiDirector of Operations

How to skyrocket your ability to identify and quickly save customers

at-risk

The SAVE playbooks

44

45

45

Track, Score, Reach Out, Save

3 SAVE

The “SAVE Playbooks” Recipe

Engagement model

• High/Mid Touch


• CSM Operations system:• Track Lifecycle milestones, usage trends,

etc.• Define and trigger calls to action and

playbooks• Reports – track and monitor bandwidth

and CTA status• Cross organizational communication

system (Slack, Salesforce Chatter, etc)• Integration with other systems (to feed

Customer Data for triggers)*

46

47

Risk “Watch List”• No Contact 7 days after new clients signed up• Product Issues logged in Support System • High level of no use• High level of inactivated users• Low NPS scores received • 30 Days Post Kickoff Date – Low Usage/engagement

Automatically assign Playbook to CSM

Define the Call to Action• Define the Goal of the Playbook:

• Slow Adoption post Go Live

• Value for Customer: • Ensure all users are trained in a timely manner,

work with decision maker and executive sponsor on change management.

• Define Success criteria:• High adoption/usage 30-45 days post kickoff.

• Define Owner:• Customer Success Manager

Define Playbook TasksExample:• 1. “Go Live” Stage/Training Kickoff Date is entered

manually by CSM into the system. • 2. 30 days post training kickoff date, if case has not

moved into Adoption Stage– automatic trigger sending reminder email to CSM that Go Live has exceeded 30 day limit

• 3. Schedule full introduction with Executive Sponsor and business lead. Goal of Call: Establish “homework assignment” for users to complete (7-10 days) to promote adoption

• 4. Send ghost written email to executive sponsor to distribute to users.

• 5. Follow up with executive sponsor on completion of homework assignment.

48

CEO WelcomeThe first try is not always smooth. An email from your CEO can make a difference.

Unexpected Hello!

Adoption

4

50

The “Hello from CEO” Recipe

Engagement model

• High/Mid Touch• Tech Touch


• Contact info (Who to send the email to)

• Email automation (trigger/template/tracking)

• C360 (track engagement)

52

It’s time for you to step onto the lime

light, look at what works, and automate

repeatable processes…

54

… Automation that takes MUCH of the

manual effort out of the customer success

process and promotes maximizing

efficiency and consistency for your entire

book of business.

55

It’s your time!

56

Nothing I’ve shared with you today is theory. Every single one of these automation strategies are used by other Customer Success teams to maximize scalability and efficiency for their entire customer base.

Remember…

57

Want to know how to design your AUTOMATED SUCCESS

PLAYS to maximize SCALABILITY?

(Without having to invest in new tools)

58

Free Cheat Sheet Playbooks AutomationThe check list help you get started in implementing your success playbooks automation.

NUMBER ONE

Free Assessment of your Current CSM solutionAssessing the data and systems you have is the first step in setting up a plan for scaling your customer success team.

This bonus free assessment will help you include this step in your ability launch an automation and scalable initiative without needing to invest in a additional tools.

Text HelpMeScale to 44222 to schedule a free assessment of your

Salesforce or CSM Solution

NUMBER TWO

61

What will you get• Live review and discussions with Customer Success technology experts

• Deeper understanding for customer success best practices

• Recommendations to scaling your team without purchasing new tools

• Better insights on how to better leverage your Customer Data

• Enhancement suggestions to architecting your Salesforce or CSM solution architecture

Text HelpMeScale to 44222 Schedule a free assessment of your Salesforce or CSM Solution

62

What will you CREATE• An effective strategy and clear prioritization for automating playbook

• Reduce manual processes

• More value from your current CSM solution

• Consistent delivery of playbooks across team members and customer segments

• Improve cross functional collaboration

• A lower rate of churn with your SMB accounts

• Higher adoption, usage and stickiness


Hurry up!To qualify:

• Must have either Salesforce or a CSM Solution already in place

• Only the first 10 will receive this free assessment.

63


Customer Success

Software Services

Customer Success

Strategy Services

Data Load &

Salesforce

for Customer Success Services

64

Facebook.com/csmpractice

CSMpractice.com/blogs

@csmpractice

65

[email protected]

Questions?

Text ASSESSMENT to 44222 Schedule a free assessment of your Salesforce or CSM Solution

Request a demo with Amitygetamity.com/demo


Thank you for being here!


How to Drive Efficiency With Automated Customer Success Plays

Software

Transcript of How to Drive Efficiency With Automated Customer Success Plays