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


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The History of Customer Success

First SaaS Customers for Life

Manual, Reactive Customer Success

From Nowhere to Expected, Manual Process

1995 2004 2016


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.


The Five Superpowers of Proactivity

Prioritize (customers)

Organize (work)

Categorize (customers)

Automate (processes)

Information (yourself, team, company and customers)

Systems Of Proactivity


The Foundational SuperpowerIteration Leads To Solutions That Fit Your Business

Trial – Error - Learn

Best Fit AnswerStart Simple

Iterate (Trial – Error – Learn)


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

• Prioritize (Customers)

• Static: No Change

• Dynamic: Always active or changing


The Five Superpowers of ProactivityOrganize – Tasks and Workflows

Organize (Work) Task Management

Workflow Management


The Five Superpowers of ProactivityCategorize – The Most Important Superpower

You can’t fix what you can’t see.

Categorize (customers)

Segmentation Language


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

• Computers are repetitive

• People create, lead and relate

• Automate (processes)


The Five Superpowers of ProactivityInformation – Insights Lead to Action

Information (yourself, team,

company and customers)


Levels of ProactivityFrom CSM to CEO

Personal > Team > Department >

CompanyTactical Strategy


The Five Superpowers of ProactivityPersonal > Team > Department >

CompanyPrioritize

Organize

Categorize

Automate

Information


Building a Superpower ToolkitImplement a Method to Improve Performance

Whiteboard

Excel

CRM

BI

CS

Automation


getamity.com

A Superpower Toolkit ForProactive Customer Success


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.


From Choas to Customer SuccessIntelligent Agents Automate Data Collection and Analysis


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


Q&A

#ProactiveCS


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

Adoption


Thank you for being here!

#ProactiveCS

Software

A How-To Guide For Proactive Customer Success