A How-To Guide For Proactive Customer Success

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

A How-To Guide ForProactive Customer Success

Paul Philp @PPhilpFounder and CEO, Amity

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

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#ProactiveCS@GetAmity @PPhilp

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A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

The History of Customer Success

First SaaS Customers for Life

Manual, Reactive Customer Success

From Nowhere to Expected, Manual Process

1995 2004 2016

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

Proactive Customer Success Is HardNo Silver Bullet.

1.Lack of Customer Visibility.2.Lack of Work Visibility.3.Ad-hoc, fluid processes.4.Interruptions.5.Personal process.6.Focus on ‘Top of Mind’ Customers.7.Firefighting.8.No Time.9.No Data.10.No Resources.11.Inbox-driven.12.One blob of work.13.No Methodology for Priority.14.No ‘rules of the game’.15.No engagement strategy.16.Data is untrustworthy.

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

The Five Superpowers of Proactivity

Prioritize (customers)

Organize (work)

Categorize (customers)

Automate (processes)

Information (yourself, team, company and customers)

Systems Of Proactivity

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

The Foundational SuperpowerIteration Leads To Solutions That Fit Your Business

Trial – Error - Learn

Best Fit AnswerStart Simple

Iterate (Trial – Error – Learn)

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

The Five Superpowers of ProactivityPrioritize – Which Customer Is Most Important Right Now

• Prioritize (Customers)

• Static: No Change

• Dynamic: Always active or changing

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

The Five Superpowers of ProactivityOrganize – Tasks and Workflows

Organize (Work) Task Management

Workflow Management

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

The Five Superpowers of ProactivityCategorize – The Most Important Superpower

You can’t fix what you can’t see.

Categorize (customers)

Segmentation Language

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

The Five Superpowers of ProactivityAutomate – Free Your Time to Create More Value

• Computers are repetitive

• People create, lead and relate

• Automate (processes)

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

The Five Superpowers of ProactivityInformation – Insights Lead to Action

Information (yourself, team,

company and customers)

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

Levels of ProactivityFrom CSM to CEO

Personal > Team > Department >

CompanyTactical Strategy

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

The Five Superpowers of ProactivityPersonal > Team > Department >

CompanyPrioritize

Organize

Categorize

Automate

Information

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

Building a Superpower ToolkitImplement a Method to Improve Performance

Whiteboard

Excel

CRM

BI

CS

Automation

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

getamity.com

A Superpower Toolkit ForProactive Customer Success

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

Amity Partners With CustomersAmity is a Sherpa on your Journey to Proactive Customer Success

Proactive Customer Success is Hard.

We partner with our Customers to accelerate the journey to Proactive Customer Success.

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

From Choas to Customer SuccessIntelligent Agents Automate Data Collection and Analysis

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

Intelligent Agents for Customer SuccessAgents Simplify Customer Success

Customer Sensors Insights Rules Engage Automate

ProductUsage

HealthScore

CustomerOutcomesRevenueDriversOperationalEvents

ChurnSignalsUpsellSignals

DynamicPriorities

ChurnIndicatorsBusinessModelling

HTMLEmail

Calls &Meetings

NPS &Survey

Alerts &Notifications

TriggeredWorkflowsSuccess

Playbooks

UnderstandListen Act

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

Q&A

#ProactiveCS

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

Join our upcoming webinar on June 28 at 1pm ET:The Key To CSM Success: User

Adoption

A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS

Thank you for being here!

#ProactiveCS