How to build an early warning system for customer success sept192018 [autosaved]
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The document outlines a webinar focused on building an early warning system for customer success, led by Paul Philp, CEO of Amity. It discusses various elements essential for creating such a system, including defining health scores, monitoring signals, and implementing response strategies to proactively manage customer challenges and avoid churn. The presentation highlights the importance of teamwork and integrating data for effective customer success management.
How to build an early warning system for customer success sept192018 [autosaved]
- 1. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity The webinar will begin shortly…
- 2. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity How to Build an Early Warning System for Customer Success Paul Philp Founder & CEO, Amity @pphilp
- 3. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Housekeeping! Get your tweet on and join the conversation! #CSwebinar @GetAmity @pphilp Q&A at the end – ask your questions in the question box Check your inbox for the deck and recording!
- 4. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Building An Early Warning System: Lessons from Florence
- 5. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals
- 6. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Timely?
- 7. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Timely? Specific?
- 8. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Timely? Specific? Clear?
- 9. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Timely? Specific? Clear? Response?
- 10. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Goals Why Build an Early Warning System
- 11. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Presentation Timely Action
- 12. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity s Be Proactive
- 13. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Avoid Churn
- 14. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Teamwork
- 15. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Elements How to Build an Early Warning System
- 16. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity PresentationClear Signals
- 17. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Specific Risks
- 18. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals
- 19. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Goal: Have a Standard Playbook
- 20. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Elements of an Early Warning System Risk Knowledge Response Strategy Monitoring System Signals What Factors lead to higher customer Risk Monitor all your sensors for meaningful changes. Monitoring What signals provide he best insight. Signals What actions will be taken. Response
- 21. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Start Small and Iterate Implement MeasureImprove Design
- 22. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Define Health Score by Lifecycle Stage Land Launch Adoption Expand Renewal Each Stage can (should) have different signals and responses.
- 23. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Define Your Actions First • What challenges do customers face? • What actions will impact the customer challenge? • What signals will trigger this action?
- 24. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Define Your Signals SignalSource Measure 1 Measure 2 Measure 3 Business Outcomes Adoption Delivery and Operations Customer Feedback Relationship Outcome1 > Y Outcome2 + 10% Logins > X Key Feature + 10% Licenses >80% Outcome 2 > Goa Onboarding On Time NPS > Z Executive Left Min Max Goal Change in Trend
- 25. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Enable Manual Overrides CSMs have access to unique observations, powerful insights and pattern recognition.
- 26. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Combine Signals into Actionable Health Score(s) You can (should) have multiple health scores. • By Product • By Stage • By Outcome • By Industry Signal Value Weight Score Outcomes 0.75 0.5 0.38 Usage 0.3 0.3 0.09 Relationship 0.8 0.2 0.16 63
- 27. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Share Your Signals and Healthscores • Provide your customers with periodic ‘report cards’. • Great opportunity to create value by providing insights. • Also, an opportunity to demonstrate your value.
- 28. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Manage you Signals and Goals • Build a customer command center. • Set and track goals for all signals. • Develop customer success plans to improve low signal levels.
- 29. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Your customer command center
- 30. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity The Pre-Amity Command Center
- 31. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity From Chaos to Customer Success Automatic Data Collection and Analysis Renewals Upselling Retention Referrals Trial Conversions Growth Productivity Scalability Visibility
- 32. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity 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
- 33. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity A Package for Every Business … & much more!
- 34. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity getamity.com/demo Request a demo with Amity
- 35. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Q&A
- 36. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Thank you for being here!