A How-To Guide For Proactive Customer Success
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This document is a guide for implementing proactive customer success strategies. It outlines the challenges faced in this process, introduces five key superpowers for improvement (prioritizing, organizing, categorizing, automating, and information management), and emphasizes iterative learning and data-driven decision-making. Amity promotes itself as a partner in this journey, offering tools and support for organizations striving to enhance their customer success initiatives.
A How-To Guide For Proactive Customer Success
- 1. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS A How-To Guide For Proactive Customer Success Paul Philp @PPhilp Founder and CEO, Amity
- 2. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS Housekeeping! Get your tweet on and join the conversation #ProactiveCS @GetAmity @PPhilp We’ll send the recording Q&A at the end - ask them in the questions box! (If we run out of time, tweet or email us!)
- 3. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS The History of Customer Success First SaaS Customers for Life Manual, Reactive Customer Success From Nowhere to Expected, Manual Process 1995 2004 2016
- 4. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS Proactive Customer Success Is Hard No 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.
- 5. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS The Five Superpowers of Proactivity Prioritize (customers) Organize (work) Categorize (customers) Automate (processes) Information (yourself, team, company and customers) Systems Of Proactivity
- 6. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS The Foundational Superpower Iteration Leads To Solutions That Fit Your Business Trial – Error - Learn Best Fit Answer Start Simple Iterate (Trial – Error – Learn)
- 7. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS The Five Superpowers of Proactivity Prioritize – Which Customer Is Most Important Right Now • Prioritize (Customers) • Static: No Change • Dynamic: Always active or changing
- 8. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS The Five Superpowers of Proactivity Organize – Tasks and Workflows Organize (Work) Task Management Workflow Management
- 9. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS The Five Superpowers of Proactivity Categorize – The Most Important Superpower You can’t fix what you can’t see. Categorize (customers) Segmentation Language
- 10. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS The Five Superpowers of Proactivity Automate – Free Your Time to Create More Value • Computers are repetitive • People create, lead and relate • Automate (processes)
- 11. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS The Five Superpowers of Proactivity Information – Insights Lead to Action Information (yourself, team, company and customers)
- 12. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS Levels of Proactivity From CSM to CEO Personal > Team > Department > Company Tactical Strategy
- 13. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS The Five Superpowers of Proactivity Personal > Team > Department > Company Prioritize Organize Categorize Automate Information
- 14. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS Building a Superpower Toolkit Implement a Method to Improve Performance Whiteboard Excel CRM BI CS Automation
- 15. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS getamity.com A Superpower Toolkit For Proactive Customer Success
- 16. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS Amity Partners With Customers Amity 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.
- 17. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS From Choas to Customer Success Intelligent Agents Automate Data Collection and Analysis
- 18. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS Intelligent Agents for Customer Success Agents Simplify Customer Success Customer Sensors Insights Rules Engage Automate Product Usage Health Score Customer Outcomes Revenue Drivers Operational Events Churn Signals Upsell Signals Dynamic Priorities Churn Indicators Business Modelling HTML Email Calls & Meetings NPS & Survey Alerts & Notifications Triggered Workflows Success Playbooks UnderstandListen Act
- 19. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS Q&A #ProactiveCS
- 20. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS Join our upcoming webinar on June 28 at 1pm ET: The Key To CSM Success: User Adoption
- 21. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS Thank you for being here! #ProactiveCS