5/10/16 1Simplify Customer Success With Closed-Loop Playbooks @GetAmity

Simplify Customer SuccessWith Closed-Loop Playbooks

#SimpleCS

Paul PhilpFounder & CEO

5/10/16 2Simplify Customer Success With Closed-Loop Playbooks @GetAmity

HOUSEKEEPING!Get your tweet on and join the conversation

#SimpleCS @GetAmity

We’ll send slides and the recording

Q&A at the end - ask them in the questions box!

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

Simplify Customer Success With Closed-Loop Playbooks @GetAmity

From Chaos to Customer SuccessCustomer Success Magic

Confidential © 2016 Amity

Renewals

Upsell

Retention

Referrals

Advocacy

Efficiency

Productivity

Scalability

Visibility

CustomerSuccessMagic

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Customer Success Command CenterMission Control for Customer Success

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Customer Success Processes are:

1.People Intensive2.Information Rich3.Irregular and Unpredictable4.Loosely Structured and Volatile5.Collaborative

Customer Success Processes are Conversational

The ChallengePeople-Intensive Business Processes

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Standard Business Process Automation:

1.Eliminate Manual Work.2.Information Poor.3.Highly Repeatable.4.Standardized and Predictable.5.Hierarchical and Controlling.

Standard process automation doesn’t work for customer success.

Standard Process Automations FailsPeople-Intensive Business Processes

5/10/16 7Simplify Customer Success With Closed-Loop Playbooks @GetAmity

Standard Business Process Automation:

1.Eliminate Manual Work.2.Information Poor.3.Highly Repeatable.4.Standardized and Predictable.5.Hierarchical and Controlling.

Standard Process Automations FailsPeople-Intensive Business Processes

Customer Success Processes are Conversational

5/10/16 8Simplify Customer Success With Closed-Loop Playbooks @GetAmity

CustomerCustomer Success

Internal Workflow Customer Journey

SolutionClosed-Loop Processes

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Customer Success Customer

SignUp

Onboard

Coach

Convert Setup

Play

Value

Purchase

Example 1Trial Conversions

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Customer Success CustomerLaunch

Convert

Coach

Training10%

Adoption

25% Adoption

50%Adoption

Example 2Adoption

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Building Closed-Loop PlaybooksAdding Customer Sensors to Playbooks

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Customer Sensors

Customer SensorsUnderstand Your Customers Precisely

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Customer Sensors

Product Usage

Customer Outcomes

RevenueDrivers

OperationalData

Customer SensorsDifferent Types of Sensors

EngagementChannels

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Customer Sensors Calculated sensors (trends,

ratios, rates, progress,

benchmarks)

Aggregate Customer SensorsExtract the Signal From the Noise

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Outcome KPI

Goal

Performance

Industry

Rank()

Benchmark➗

Low Insight High

ExampleCalculate a Benchmark Index

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Customer Sensors

Visits This MonthValue: 749

Status Min: 10 Max: 9999 Goal: 2500 Score: 23% Benchmark: -50%

Analytics Trend: [current() - previous()] Average: [average(30, ‘days)] Status: [Average / Previous.Average()] Health: When [Benchmark < -33] “Bottom” Red Trajectory:

Insights When [Score < 20%] set ‘Low Visits’ When [Status < 50%] set ‘Declining Visits’

Action When [Low Visits]: perform [start ‘Low Visits’] When [Status < 20%]: perform [start ‘Escalation’]

Units: people

A Complete Sensor DefinitionCalculate a Benchmark Index

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Internal Workflow

Customer Journey

Stages

Sensor

Closed-Loop PlaybooksPulling It All Together

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Act

Automate

Alerts &Notifications

Triggered Workflows

StandardPlaybooks

Engage

HTML Email

Calls &Meetings

NPS &Surveys

Understand

Insights

Health Scores

ChurnSignals

UpsellSignals

Rules

DynamicPriorities

CustomerSegments

BusinessModelling

Customer

Listen

Sensors

Product Usage

Customer Outcomes

RevenueDrivers

OperationalData

How Amity WorksClosed-Loop Playbooks

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Q&A

#SimpleCS

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Join Perry Monaco on June 1 for our next webinarInside Customer Success at LinkedIn: The Webinar

Visit getamity.com/resources to register!

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Let’s continue the conversation

Thank you for being here!

@GetAmity GetAmity.com