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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
5/10/16 4Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Customer Success Command CenterMission Control for Customer Success
5/10/16 5Simplify Customer Success With Closed-Loop Playbooks @GetAmity
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
5/10/16 6Simplify 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 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
5/10/16 9Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Customer Success Customer
SignUp
Onboard
Coach
Convert Setup
Play
Value
Purchase
Example 1Trial Conversions
5/10/16 10Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Customer Success CustomerLaunch
Convert
Coach
Training10%
Adoption
25% Adoption
50%Adoption
Example 2Adoption
5/10/16 11Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Building Closed-Loop PlaybooksAdding Customer Sensors to Playbooks
5/10/16 12Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Customer Sensors
Customer SensorsUnderstand Your Customers Precisely
5/10/16 13Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Customer Sensors
Product Usage
Customer Outcomes
RevenueDrivers
OperationalData
Customer SensorsDifferent Types of Sensors
EngagementChannels
5/10/16 14Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Customer Sensors Calculated sensors (trends,
ratios, rates, progress,
benchmarks)
Aggregate Customer SensorsExtract the Signal From the Noise
5/10/16 15Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Outcome KPI
Goal
Performance
Industry
Rank()
Benchmark➗
Low Insight High
ExampleCalculate a Benchmark Index
5/10/16 16Simplify Customer Success With Closed-Loop Playbooks @GetAmity
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
5/10/16 17Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Internal Workflow
Customer Journey
Stages
Sensor
Closed-Loop PlaybooksPulling It All Together
5/10/16 18Simplify Customer Success With Closed-Loop Playbooks @GetAmity
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
5/10/16 20Simplify Customer Success With Closed-Loop Playbooks @GetAmity
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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