10 Best Practices to Add Automation to Your Customer Success Process
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The document outlines 10 best practices for automating customer success processes to enhance efficiency and reduce manual effort. Key recommendations include automating data gathering, insights, synchronizations, and customer journey tracking to improve productivity and customer outcomes. The insights aim to help businesses streamline operations, identify bottlenecks, and leverage automation for improved customer engagement and retention.
10 Best Practices to Add Automation to Your Customer Success Process
- 1. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 10 Best Practices to Add Automation to Your Customer Success Process Paul Philp, @Pphilp Founder and CEO, Amity
- 2. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Customer Success Human Duct Tape
- 3. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Duct Tape Customer Success Chaotic Manual Firefighting Manual Ad-hoc Person Dependent
- 4. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp The Cost of Duct Tape Customer Success Surprises Churn Expensive Error Prone Not Scalable Missed Opportunity Little Innovation
- 5. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Why Automation? Leverage your unique capabilities that help your customer produce the outcomes they want. Same Effort Proactively increased customer outcomes.
- 6. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Why Automation? Domain expertise. Relationship. Creativity. Leadership. Solutions. Coaching. Repetition. Rules. Report. Scalability Innovation Performance Productivity
- 7. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Intelligent Agents for Automation Observe DecideAct
- 8. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 10 Key Practices for Customer Success Automation
- 9. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 1. Automate Data Gathering CRM User Activity KPIs and Outcomes MarketingEmail Tickets Billing and Financial NPS / CSAT Customer Hub 1/3 of a CSM’s time is data gathering.
- 10. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 2. Automate Insight: Early Warning System Critical Tickets Health Scores Usage Trend Changes Escalations Outcome Targets and Goals Benchmark Indexes Upsell Opportunities Operational Delays Engagement Trends
- 11. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 3. Automate Synchronization When Trial Converts Update SFDC Opportunity Update HubSpot Contact Increase Trial Playbook Health Score Create Xero Contact
- 12. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 4. Augment Manual Workflows Implementation Onboarding Training Renewals Escalations Quarterly Business Reviews Upselling References and Referrals Step1 Tasks Timeline Step3 Tasks Timeline Step3 Tasks Timeline Step2 Tasks Timeline Step4 Tasks Timeline Step5 Tasks Timeline
- 13. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 5. Identify and Eliminate Bottlenecks
- 14. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 6. Automate Trial Conversions Behavioral Emails Identify “Hot Prospects” Automatic Conversion Reporting and Analytics
- 15. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 7. Automate “High/Low Touch” Customer High Touch Low Touch Moderate Touch Product ‘A’ Product ‘B’
- 16. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 8. Automate Champion ‘Hard Bounce Email’ LinkedIn and Social Media is Unreliable Indicator. Bounced emails are a strong indicator. When your champion leaves, it is a urgent challenge to develop a new champion.
- 17. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 9. Automate Customer Value Emails
- 18. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp 10. Automate Customer Journey Tracking
- 19. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Amity The Open Customer Success Platform.
- 20. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp The Pre-Amity Command Center
- 21. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp From Chaos to Customer Success Automatic Data Collection and Analysis Renewals Trial Conversions Visibility Upselling Retention Referrals Growth Productivity Scalability
- 22. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Amity Key Features Complete Customer Success Suite Data Integration CRM Email Support Billing Marketing Activity Outcomes Customer Insight Health Score Trends Alerts Engagement KPIs Outcomes Workflow Automation Rules Playbooks Notifications Customer Email Tasks Real-time Lifecycle Management Visual Goals Drill Down Historical Performance Reporting Dashboards Team Performance Account Performance Portfolio Performance
- 23. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Simplify Day to Day Workflow Amity Benefits Dramatically Improve CSM Productivity Unify all Customer Data Highlight Churn / Upsell Focus on the Right Customer Automate Routine Tasks Early Warning System
- 24. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Q & A
- 25. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Join our upcoming webinar on October 5th at 1pm ET:
- 26. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp Thank you for being here! #CSAutomation