how to build an early warning system for customer success
TRANSCRIPT
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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 PhilpFounder & CEO, Amity
@pphilp
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Housekeeping!
Get your tweet on and join the conversation!
#CSwebinar
@GetAmity @pphilp
Q&A at the end – ask your questions in the question box
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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
Building An Early Warning System:Lessons from Irma
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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
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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?
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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?
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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?
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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?
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GoalsWhy Build an Early Warning System
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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
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How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
GoalsBe Proactive
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Avoid Churn
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Teamwork
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ElementsHow to Build an Early Warning System
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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
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Specific
Risks
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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
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How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Goal: Have a Standard Playbook
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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
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Start Small and Iterate
Implement
MeasureImprove
Design
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Define Health Score by Lifecycle Stage
Land Launch Adoption Expand Renewal
Each Stage can (should) have different signals and
responses.
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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?
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Define Your Signals
SOURCE SIGNAL Measure 1 Measure 2 Measure 3
Business Outcomes Outcome 1 > T Outcome 2 + 10% Outcome 2 > Goal
Adoption Logins > X Key Feature +
10%
Licenses > 80%
Delivery and
Operation
Customer Feedback NPS > Z
Relationship Executive Left
Onboarding On Time
Min Max Goal
Change in Trend
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Enable Manual Overrides
CSMs have access to unique
observations, powerful insights
and pattern recognition.
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Combine Signals into Actionable Health Score(s)
You can (should) have multiple health scores.
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
• By Product
• By Stage
• By Outcome
• By Industry
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Share Your Signals and Health Scores
• Provide your customers with periodic ‘report cards’.
• Great opportunity to create value by providing insights.
• Also, an opportunity to demonstrate your value.
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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.
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Your customer command center
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The Pre-Amity Command Center
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From Chaos to Customer SuccessAutomatic Data Collection and Analysis
Renewals
Upselling
Retention
Referrals
Trial
Conversions
Growth
Productivity
Scalability
Visibility
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Data
Integration
CRM
Support
Billing
Marketing
Activity
Outcomes
Customer
Insight
Health Score
Trends
Alerts
Engagement
KPIs
Outcomes
Workflow
Automation
Rules
Playbooks
Notifications
Customer
Tasks
Real-time
Lifecycle
Management
Visual
Goals
Drill Down
Historical
Performance
Reporting
Dashboards
Team
Performance
Account
Performance
Portfolio
Performance
Amity Key FeaturesComplete Customer Success Suite
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A Package for Every Business
… & much more!
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getamity.com/demo
Request a demo with Amity
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Q&A
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