Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides
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The document discusses the management of the customer lifecycle using Amity, emphasizing its importance in a subscription-based economy. It highlights the role of customer success in growing relationships, reducing churn, and enhancing revenue through a structured lifecycle management approach. The presentation includes topics such as onboarding, adoption, and automation tools for effective customer engagement.
Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides
- 1. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Defining and Managing the Entire Customer Lifecycle using Amity #CSBestPractices Sam Brennand Director of Customer Success
- 2. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand HOUSEKEEPING! Get your tweet on and join the conversation #CSBestPractices @GetAmity @Uberflip We’ll send slides and the recording Q&A at the end - ask them in the questions box! (If we run out of time, tweet or email us!)
- 3. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Defining and Managing the Entire Customer Lifecycle using Amity #CSBestPractices Sam Brennand Director of Customer Success
- 4. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Meet Our Host Paul Philp Founder & CEO @PPhilp @GetAmity GetAmity.com
- 5. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Preview: The Amity Customer Lifecycle Manager
- 6. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
- 7. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand The Customer Success Revolution Relationships are the New Business Model
- 8. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand The World has Moved to a Subscription Economy.
- 9. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Subscriptions are a Relationship Business
- 10. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Customer Success to the Rescue Actively manage customer relationships to reduce churn, grow existing revenue, and influence new sales.
- 11. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand The Customer Success Revolution Relationships are the New Business Model
- 12. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Outside-In Inside-Out Land Onboard Adopt Decide Learn Transform QBR Measure This is the Customer Lifecycle Inside-Out View and Outside-In View
- 13. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Managing the Customer Lifecycle The DNA of a SaaS Business
- 14. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Outside-In Inside-Out Land Onboard Adopt Decide Learn Transform QBR Measure This is the Customer Lifecycle Inside-Out View and Outside-In View
- 15. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Outcomes Time Customer Experience Curve The Vendor Owns the Customer’s ‘Experience Curve’
- 16. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Outcomes Time Customer Experience Curve The Vendor Owns the Customer’s ‘Experience Curve’ This is the HARD work of customer success. Processes Technology Skills Practices Capabilities
- 17. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Customer Lifecycle Outcomes Time Onboarding Adoption Success Review Renewal Expansion Customer Lifecycle Map your Customer Lifecycle to the Customer Experience Curve
- 18. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Time Time Time Time Time Time Journey Playbook Workflow Playbook Mapping the Customer Lifecycle Internal View and External View of Each Stage
- 19. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Initial Key Features 10% Adoption Team Training Product Training New Capabilities Training Initial Launch Success Plan Signoff Launch Advanced Key Features. 25% Outcome Goal 25% Adoption Advanced Key Features. 50% Outcome Goal 50% Adoption Product Advice Capability Coaching Coaching Day 1 Day 7 Day 14 Day 30 Day 45 Day 60 Mapping the Customer Lifecycle Adoption Stage
- 20. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Preview: The Amity Customer Lifecycle Manager
- 21. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Introduction to Amity Powerful Customer Success Software
- 22. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennandConfidential © 2014 Amity Renewals Uplift Retention Referrals Advocacy Efficiency Productivity Scalability Visibility From Chaos to Customer Success Amity automation eliminates manual work.
- 23. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Customer Success Automation Mission Control for Customer Success
- 24. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand 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 Amity Key Features Complete Customer Success Suite
- 25. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Q&A #CSBestPractices
- 26. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Many Thanks To Our Presenter @sambrennand @uberflip hub.uberflip.com info@uberflip.com Sam Brennand Director of Customer Success
- 27. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Join Kia Puhm on March 29 for our next webinar Improving Customer Retention by Managing the Customer Journey Visit getamity.com/resources to register!
- 28. Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Let’s continue the conversation Thank you for being here! @GetAmity GetAmity.com