how to demonstrate the value your customer is receiving

How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue

How To Demonstrate The Value Your Customer is Receiving

Paul Philp @PPhilpFounder and CEO, Amity


AgendaDemonstrating value to your customer.

1. Operationalize Your Value Proposition.

2. Design Actionable Insights.

3. Strategies to Demonstrate Value.


Why Demonstrate Value?It’s not about you?


Why Demonstrate Value?

Confidence Competence Success

Changing Customer Behavior


Demonstrating ValueNest


Demonstrating ValueHubSpot


1. Operationalize your value proposition.


What is a value proposition?Loyalty begins with a value proposition

Defining, delivering, and communicating a clear value

proposition is the first and more important step in

achieving high customer loyalty.


Operationalize your value propositionThe foundation of customer success.

Operationalize

The steps taken to measure your value proposition in terms of it’s observable characteristics.


Operationalize your value propositionAmity’s Value Proposition

Proactive, Scalable Customer Success Process

Lower Revenue Churn

Higher Conversion

Rate

Increased Upsell Revenue

Lower Cost of Retention

Progress TowardCustomer Goals

Customer Benchmarking

On Time Implementation

Rate

Change in Activity or Engagement

Trend

Revenue per CSM


From products to outcomesSaaS is a relationship business


What’s an outcome?What is the ‘Job To Be Done’?

An outcome is defined as “Something that

happens as a result of an activity or process”.

Examples:• Lower Costs• Higher Employee Retention• Faster Response Times

• Reducing Churn• Higher Revenue• More Leads

• More Closed Deals

• Increased Donations• Improved DB

Performance


Drivers of outcomes.How your solution delivers outcomes.

1. Capabilities• What capabilities are required to produce the outcomes?

2. Actions• Ensure customer expectations are clearly set

3. Outputs• Greater shared understanding promotes mutual appreciation


Define KPIs for each driverAn opportunity for improvement

Inputs - Resources, Materials, Costs

Activities – Work Performed, Actions Taken

Outputs – Products, Artefacts, Services Delivered

Outcomes - The job to be done.

Impacts – The effect of getting the job done.


2. Define Actionable Insights


What is an insight?An opportunity for improvement

A thought, fact, combination of facts, data and/or analysis of data that

induces meaning and furthers understanding of a situation

or issue that has the potential of benefiting the business or

re-directing the thinking about that situation or issue which

then in turn has the potential of benefiting the business.


What an insight isn’t.Information != Insights

ReportingStatus


Insight Drives ActionAn insight should be an opportunity for action.

Insights tell a story that creates an opportunity to take action to improve performance.


Sources of InsightArt and Science - an opportunity for improvement

InputsActivitiesOutputsOutcomesImpacts

On Track / Off Track Change in TrendBenchmarks (Peer Group)Causal RelationshipsIdentify PatternsContext and PerspectiveROI


3. Strategies to demonstrate value.


Demonstrating ValueAn opportunity for improvement

The process of demonstrating value is telling your customer a story that

invites them to take the actions needed to achieve their desired

outcomes.


Strategy 1 - CoachingEffective Customer Success Coaches Customers to their Goals

Deliver insights in-person and coach the required actions.

Executives

Professionals

Teams


Strategy 2 - Quarterly Business ReviewsQBRs are strategic element of high-touch customer success plans.

Elements of an effective QBR

1. Success Plan Review (outcome actuals vs plan) and Reset

2. Operational Review (support history, project updates, …)

3. Actionable Insights and Plan


Strategy 3 - Value Update EmailsEffective Customer Success Coaches Customers to their Goals

Daily / Weekly / Monthly Quarterly Update Emails

Can have several types of updates for different:

Personas

Use Cases (Outcomes)

Potential Action (Purpose)

Actionable Insights

Operational Updates


getamity.com

A Superpower Toolkit ForProactive Customer Success


Operationalize your value propositionAmity’s Value Proposition

Proactive, Scalable Customer Success Process

Lower Revenue Churn

Higher Conversion

Rate

Increased Upsell Revenue

Lower Cost of Retention

Progress TowardCustomer Goals

Customer Benchmarking

On Time Implementation

Rate

Change in Activity or Engagement

Trend

Revenue per CSM


From Choas to Customer SuccessIntelligent Agents Automate Data Collection and Analysis


Intelligent Agents for Customer SuccessAgents Simplify Customer Success

Customer Sensors Insights Rules Engage Automate

ProductUsage

HealthScore

CustomerOutcomes

RevenueDrivers

OperationalEvents

ChurnSignals

UpsellSignals

DynamicPriorities

ChurnIndicators

BusinessModelling

HTMLEmail

Calls &Meetings

NPS &Survey

Alerts &Notifications

TriggeredWorkflows

SuccessPlaybooks

UnderstandListen Act


Join our upcoming webinar on July 26 at 1pm ET:How To Measure Your Success as a CSM


Thank you for being here!

#CSValue

how to demonstrate the value your customer is receiving

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