scaling customer success on a rocketship webinar slides
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Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Scaling Customer Successon a Rocketship
Sam BrennandDirector of Customer Success
Amity Welcomes
#PracticalCustomerSuccess
2Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Scaling Customer Success on a RocketshipHow Uberflip Scales Customer Success
Sam BrennandDirector of Customer Success
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
HOUSEKEEPING!Get your tweet on and join the conversation
#PracticalCustomerSuccess@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!)
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Uberflip, huh?Sounds a lot like Uber.
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Uberflip, huh?Sounds a lot like Uber.
(we’re not)
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
We’re your content marketing system.Some of the world’s biggest brands use Uberflip to streamline content
management, accelerate lead generation, and fuel marketing automation.
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Our Growth
2008 2015
1,700+From product to platform.
225+
2012
100
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Customer Segment #1• 2008-2010• Light single-product usage • Month-to-month payment• Low $ value
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Customer Segment #2• 2010-2012• Heavy single-product usage• New use cases• Month-to-month payment• Medium $ value
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Customer Segment #3• 2012-2014• Light multi-product usage• New use cases• Mix of month-to-month and annual • Medium to high $ value
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Content Marketing AutomationMarketers easily connect their content:
To a beautiful, optimized front-end experience that is:
With built-in tools to:
RESPONSIVE DISCOVERABLE SOCIAL
CONVERT AND UNDERSTAND LEADS
ORGANIZED PERSONALIZED
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Customer Segment #4• 2014 – present • Sophisticated, multi-product users• New use cases• Annual contracts• Highest $ value
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
1,300+Customers
400+Customers
Legacy (<$) Newer (>$)
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Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
The Uberflippin’ Challenge
How do we (with a unique, 1,700+ customer base)…
(a) reduce churn,
(b) improve customer health, and
(c) scale upmarket
…all with a team of just six people?
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Step 2Document & Process-ify
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Step 3Automate
(and think like a marketer)
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Marketing automation has changed the way that marketers operate.Marketing automation platforms like HubSpot, Marketo, Eloqua, Pardot, Act-On, and MailChimp have helped marketers to market better, save time, and scale.
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Customer Success Management tools are starting to do the same for CSMs.It’s now possible to understand which customers need attention and why, and to do it at scale for the first time.
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
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Better TogetherHow we use Amity & HubSpot to scale success
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Trigger workflows in HubSpot based on Amity Insights
Understand how content engagement impacts the health of our customers
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Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
InsightsInsights let us know where our attention is required. Insights we trigger in Amity are based on a few key things:
• Activities• Outcomes
Each tells us something very important.
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
If we notice that an account hasn’t been engaged with for 60 days, we’ll automatically drop contacts from that account into a HubSpot workflow that’s been specially designed to re-engage them over the span of a few days or weeks. The goal? Spurring conversations.
Triggering Workflows with Insights
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
84% increase in engaged accounts
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Understanding the Customer-Impact of Content
Why do I care whether or not customers are engaging with marketing content like blog posts, webinars, infographics, eBooks, and white papers ?
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
HubSpot’s CHI – Customer Happiness Index
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
HubSpot’s CHI – Customer Happiness Index
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Takeaways• Segment, segment, segment
• Find a Customer Success Management tool – yesterday! You can’t start too soon
• Build out processes based on key activities and outcomes to make the most use of the tool you choose
• Automate as much as you can using by combining a CS tool with marketing automation
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Meet Our Host
Paul PhilpFounder & CEO
@pphilp@GetAmity
GetAmity.com
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Questions?
#PracticalCustomerSuccess
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Many Thanks To Our Presenter
@sambrennand@uberflip
Sam BrennandDirector of Customer Success
Scaling Customer Success on a Rocketship @GetAmity @Uberflip @SamBrennand
Join us on October 7 & October 28 for the next webinarsin the Practical Customer Success, Fall 2015 Series
Visit getamity.com/resources to register!