AUGUST IST, 2013LOUISE PHILP, PRODUCT MANAGERlouise@getamity.com

IMPROVING THE CUSTOMER SUCCESS PROCESS

Where do we start?Typical first stepsA 5 Level Maturity ModelAmity: a solution

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Where do we start?

Ask the team: what gets in your way?Get consensus. Then pick one process for your team to focus on, and get very good at it.Example:If your main issue is firefighting, then your team must get very good at Triage.

How do we do that?

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Elements of Triage

Policy: “For high risk customers, when x happens, we will do y.”But what do we mean by ‘high risk’?

Agreement:On the categories and the rules.Typical categories: Risk, Priority, Customer Type, Issue Type.

Enabling technology: The ability to find out when x happens, and know type/priority/risk.The ability to respond quickly and appropriately.

Follow through:Did we do what we said we would do?

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How new capabilities develop

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Ad hoc

Firefighting

Repeatable

Say what you do, do what you say

Defined

Best Practices

Managed

Predictive

Optimizing

Strategic15

2 3 4

Triage is only one example of a Level 2 process focus. Other examples are:

SLAsIssue managementCustomer engagement planningTracking activities, time spent

Focus on processes that solve immediate problems, e.g. Triage.

LEVEL ONE: FIREFIGHTING

First come, first serve; squeakiest wheel gets the attention.

Lost opportunities with important customers

‘Poor stepchild’ when it comes to tools.

Bits and pieces of tools intended for other functions

Little internal influence.Out of the loop.Doing a great job, but hard to demonstrate value.

Nobody knows what I actually do – including my boss!

LEVEL TWO: REPEATABLE

My priorities are clear.I only see what I need to deal with right now

I know right away when something important happens.

I’m clear about what to do

I can respond quickly and appropriately.I have the right tool for the job.

The right measures, the right workflow

At the end of the week, I know exactly where I spent my time.

I can show how I contributed to organization priorities

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A Day in the Life … Before and After

Ad hocRepeatable

DefinedManaged

Optimizing

Firefighting / Problem Solving

Cost Center / Cost of doing business

Customer reviews / engagement

Tactical Resource / Knowledge Center

Success Planning / Best Practices

Revenue Generator / Forecaster

Customer effectiveness / Benchmarks

Strategic / Insight

Customer BPO / Domain leadership

Leadership / Agenda Setting

Customer Relationship

A Relationship View of Customer Success Process Maturity

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Example: Building risk assessment capability

Ad Hoc“I think this is High Risk”

Intuition

Defined“These patterns mean High Risk”

Calculation

Repeatable“These measures/ rules point to High Risk”

Consensus

Managed“Changing x costs y, changes Risk Value by z, and has $$ impact.”

Attribution

Optimizing“This is the Risk Value profile we will have for this cohort.”

Prediction

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Adding capabilities along the way

Intuition“I think this is High Risk”

Experience and an understanding of the situation.

Calculation“These patterns mean High Risk”

Correlation:Processes, measures, thresholds,

outcomes.

Consensus“These measures / rules point to High Risk”

Agreement. Basic measures.

Attribution“Changing x costs y, changes Risk Value by z, and has $$ impact.” Cause and effect

analysis.

Prediction“This is the Risk Value profile we will have for this cohort.”

Insight and analytics.

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Bottom Line

We’re not there yet – but there is a roadmap.Walk before you runDon’t try to skip levelsDon’t talk to a Level One about Level Three+

The secret sauce: get consensus on your top problems, and solve them.

Never implement a solution without a problemKey insight: the folks who do the work know the most about the problems.

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Customer Success. Simplified.

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A day in the life of a Customer Success Manager.

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• Reactive, ad-hoc, person-dependent.Firefighting

• Data distributed or not collected yet.Incomplete Customer Data

• Limited Credibility and Influence.• Minimal reporting and dashboards.

Poor Internal Visibility

• Hard to set, track and manage priorities.Lack of Focus

• Low and variable ACV per CSM.No Purpose-built Tools

TOP 5 Challenges of Customer Success TodayImmature Process and Workflow

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Plan

Realtime Relationship ManagementHOW IT WORKS

Profile

Identify

Integrated Individual Profiles

Mr._________________ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _________________ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _________________

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_________________

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Customer Insight Engine

Engage

Intuitive Workflow

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AMITY EXPRESS – ENGAGEMENT AND TASK MANAGEMENT

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AMITY EXPRESS – CUSTOMER PANORAMA

Sirius Cybernetics Corporationsirius

Arthur Dent

SIMPLICITYEasy to

Integrate.Easy to Learn.Easy to Use.

EFFICIENCYStay on top of

more customers.

POWERSpend more time working

with customers.

FOCUSWork on the

right opportunity at the right time.

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Customer Success. Simplified.

Informed.Proactive.Engaged.

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