10 Lessons for Your Startup Customer Success Game Plan

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

10 Lessons For Your Startup

Customer Success Game Plan

Paul PhilpFounder & CEO, Amity

@pphilp

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

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10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

What is a Startup?

The life of any startup can be divided into two parts –

before product/market fit and after product/market fit.

Before Product/Market Fit focus, obsessively on getting to

product/market fit. Do whatever is required to get to

product/market fit.

Marc Andreesen

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

What is Customer Success?

Customer Success is the function at a

company responsible for managing the

relationship between a vendor and its

customers. The goal of customer success it

to make the customer as successful as

possible, which in turn, improves customer

lifetime value for the vendor.

Wikipedia

Customer Success at a startup is about

getting customers to adopt the product.

Period.

Theory

Reality

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Invest in Customer Success Early

Customer success must be a core discipline of SaaS startups

from the very first day. Investing in Customer Success early

and often is essential to keeping a fast-growing SaaS

business’s momentum.

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Customer Success is Essential to Product/Market Fit

To ensure customers maximize the value from a

constantly evolving product, a startup must provide on-

going training and persistent education in order to achieve

engagement and true product/market fit.

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Customer Success Provides the FeedbackNeeded to Achieve Product/Market Fit

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Align Customer Success and Product Management

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

What You Should Look for In Your First CSM?

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

How to Interview CSMs

✚

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

First, Focus on Time To Wow!

Wow! is the moment where

your customer suddenly

sees the benefit they get

from using your product,

and says to themselves “Wow! This is great!”

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Then, Design your Onboarding Playbook

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

How to Organize Customer Success

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Start Small, Wear Many Hats, and Evolve

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Measure Customer Happiness

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Regularly Demonstrate Your Value

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Build A Customer Dashboard

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Automate Data Gathering

CRM

User Activity

KPIs and

Outcomes

MarketingEmail

Tickets

Billing and

Financial

NPS /

CSAT

Customer

Hub

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Elements of an Early Warning System

Risk

Knowledge

Response

Strategy

Monitoring

System

Signals

What Factors lead to higher

customer

Risk

Monitor all your sensors for

meaningful changes.

Monitoring

What signals provide he best

insight.

Signals

What actions will be taken.

Response

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Segment and Tier Your Customers

Segmentation and tiering happen later, but they are key to

Product Market Fit.

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Your customer command center

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

The Pre-Amity Command Center

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

From Chaos to Customer SuccessAutomatic Data Collection and Analysis

Renewals

Upselling

Retention

Referrals

Trial

Conversions

Growth

Productivity

Scalability

Visibility

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Data

Integration

CRM

Email

Support

Billing

Marketing

Activity

Outcomes

Customer

Insight

Health Score

Trends

Alerts

Engagement

KPIs

Outcomes

Workflow

Automation

Rules

Playbooks

Notifications

Customer

Email

Tasks

Real-time

Lifecycle

Management

Visual

Goals

Drill Down

Historical

Performance

Reporting

Dashboards

Team

Performance

Account

Performance

Portfolio

Performance

Amity Key FeaturesComplete Customer Success Suite

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

A Package for Every Business

… & much more!

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

getamity.com/demo

Request a demo with Amity

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Q&A

10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

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