Scaling Customer Success on a Rocketship Webinar Slides

Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand

Scaling Customer Successon a Rocketship

Sam BrennandDirector of Customer Success

Amity Welcomes

#PracticalCustomerSuccess

2Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand

Scaling Customer Success on a RocketshipHow Uberflip Scales Customer Success



HOUSEKEEPING!Get your tweet on and join the conversation

#PracticalCustomerSuccess@GetAmity @Uberflip

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

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


Uberflip, huh?Sounds a lot like Uber.


Uberflip, huh?Sounds a lot like Uber.

(we’re not)


We’re your content marketing system.Some of the world’s biggest brands use Uberflip to streamline content

management, accelerate lead generation, and fuel marketing automation.


Our Growth

2008 2015

1,700+From product to platform.

225+

2012

100



Customer Segment #1• 2008-2010• Light single-product usage • Month-to-month payment• Low $ value



Customer Segment #2• 2010-2012• Heavy single-product usage• New use cases• Month-to-month payment• Medium $ value


+


Customer Segment #3• 2012-2014• Light multi-product usage• New use cases• Mix of month-to-month and annual • Medium to high $ value


Content Marketing AutomationMarketers easily connect their content:

To a beautiful, optimized front-end experience that is:

With built-in tools to:

RESPONSIVE DISCOVERABLE SOCIAL

CONVERT AND UNDERSTAND LEADS

ORGANIZED PERSONALIZED



Customer Segment #4• 2014 – present • Sophisticated, multi-product users• New use cases• Annual contracts• Highest $ value


1,300+Customers

400+Customers

Legacy (<$) Newer (>$)

1

2

3

4


The Uberflippin’ Challenge

How do we (with a unique, 1,700+ customer base)…

(a) reduce churn,

(b) improve customer health, and

(c) scale upmarket

…all with a team of just six people?


Step 1Find a Tool


Step 2Document & Process-ify






Step 3Automate

(and think like a marketer)



Smart people!


Marketing automation has changed the way that marketers operate.Marketing automation platforms like HubSpot, Marketo, Eloqua, Pardot, Act-On, and MailChimp have helped marketers to market better, save time, and scale.



Customer Success Management tools are starting to do the same for CSMs.It’s now possible to understand which customers need attention and why, and to do it at scale for the first time.


+

Better TogetherHow we use Amity & HubSpot to scale success


Trigger workflows in HubSpot based on Amity Insights

Understand how content engagement impacts the health of our customers

1 2


InsightsInsights let us know where our attention is required. Insights we trigger in Amity are based on a few key things:

• Activities• Outcomes

Each tells us something very important.


If we notice that an account hasn’t been engaged with for 60 days, we’ll automatically drop contacts from that account into a HubSpot workflow that’s been specially designed to re-engage them over the span of a few days or weeks. The goal? Spurring conversations.

Triggering Workflows with Insights



84% increase in engaged accounts


Understanding the Customer-Impact of Content

Why do I care whether or not customers are engaging with marketing content like blog posts, webinars, infographics, eBooks, and white papers ?


HubSpot’s CHI – Customer Happiness Index


HubSpot’s CHI – Customer Happiness Index


Takeaways• Segment, segment, segment

• Find a Customer Success Management tool – yesterday! You can’t start too soon

• Build out processes based on key activities and outcomes to make the most use of the tool you choose

• Automate as much as you can using by combining a CS tool with marketing automation


Meet Our Host

Paul PhilpFounder & CEO

@pphilp@GetAmity

GetAmity.com


Questions?

#PracticalCustomerSuccess


Many Thanks To Our Presenter

@sambrennand@uberflip

[email protected]



Join us on October 7 & October 28 for the next webinarsin the Practical Customer Success, Fall 2015 Series

Visit getamity.com/resources to register!

http://getamity.com/resources


Let’s continue the conversation

Thank you for being here!

@GetAmity GetAmity.com