Driving Revenue Growth with Outcome-driven Customer Success @GetAmity Accelerating Revenue Growth with Outcome-driven Customer Success #PracticalCustomerSuccess Paul Philp Founder & CEO
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Accelerating Revenue Growthwith Outcome-driven Customer Success
#PracticalCustomerSuccess
Paul PhilpFounder & CEO
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
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@GetAmity
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Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Agenda
1. From Products to Outcome
2. The New Relationship DNA
3. Owning the Customer Experience Curve
4. An Outcome Maturity Model
5. Short Introduction to Amity
6. Q & A
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
From Products to Outcomes
Relationships are the New Business Model.
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
ConsumptionRevenue
Recurring Revenue
Churn
Land and
Expand
Outcome-basedValueProp
Coach
Alignment Adoption
Journey
RenewalCustomerOutcomes
Everything as a Service
From Products to Outcomes
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
SaaS is a Relationship Business
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Outcome: something that happens as a result of an
activity or process
Not An
Outcome
Run More Ads
Better UI
Pretty Newsletters
Improved
Collaboration
Improved SEO
Is An
Outcome
Find New Customers
Write More Blog Posts
More Subscribers
Higher Revenue per
Employee
Generate More Leads
What’s An Outcome?
Total Alignment over the Lifetime of the Relationship
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Poll #1
Do you track anycustomer outcomes today?
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
The CustomerIs Holding Vendors
Accountable for Business Outcomes
The New Value Proposition
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Growth, Customer Outcomes
and Customer Success
Growth is a Function of Outcomes
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Let’s Get Customer Success to do it!
Customer Success has a Large Load
Lower
Churn
Renewals
AdoptionReferrals
Drive
UpsellsDrive Customer
Growth
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
The Best Customer Success Strategy?
Focus on Generating
Customer Outcomes.
Predictably. Scalably. Repeatably. Affordably.
Customer Success has a Large Load
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Customer Success: a Key Business Process
A Company Wide Business Process
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Poll #2
Where does customersuccess report?
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
The New Relationship DNA
Growth is a Function of Alignment
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
The DNA of Software Success
Vendor
Success
Process
Customer
Success
Journey
Total Alignment over the Lifetime of the Relationship
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
The DNA of Software Success
Vendor
Success
Process
Customer
Success
Journey
Total Alignment over the Lifetime of the Relationship
Land
Decide
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
The DNA of Software Success
Vendor
Success
Process
Customer
Success
Journey
Total Alignment over the Lifetime of the Relationship
Land
Decide
Adopt
Transform
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
The DNA of Software Success
Vendor
Success
Process
Customer
Success
Journey
Total Alignment over the Lifetime of the Relationship
Land
Decide
Adopt
Transform
Expand
Outcomes
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
The DNA of Software Success
Vendor
Success
Process
Customer
Success
Journey
Total Alignment over the Lifetime of the Relationship
Land
Decide
Adopt
Transform
Expand
Outcomes
Renew
Evaluate
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Owning the Customer
Experience Curve
You are Accountable for the Customer’s Outcomes
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Customer Experience Curve
Outc
om
es
Time
This is the HARD
work of customer
success.
Processes
Technology
Skills
Practices
Capabilities
The Vendor Owns the Customer’s ‘Experience Curve’
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Customer Outcome (Success) Plan
OUTCOMES
PROCESSES
TOOLS
CAPABILITIES
SKILLS
PRACTICES
KPIs
ACTIVITIES
A Lot More Than Effectively Using Your Products
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
An Outcome Maturity Model
You are Accountable for the Customer’s Outcomes
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Customer Outcome Maturity Model
03
ManagedSome features buying and selling 02
RepeatableSome features
buying and selling
Ad HocSome features buying and selling
01
OptimizingSome features
buying and selling
05
04
MeasuredSome features buying and selling
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Capability Tracks
Customer Insights
Customer Outcome and Journey
Vendor Success
Service Delivery
Three Capability Tracks
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Customer Insight Track
Basic Usage Tracking
Descriptive Metrics
Explore and Discover
Predictive Analytics
Advisory Analytics
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Poll #3
What level is your customer insight process at today?
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Customer Journey Map
Define Customer Outcomes
Map Customer Journey
Customer Outcome Insights
Track Customer Journey
Customer Performance Insights
Outcome Delivery Capabilities
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Vendor Success Track
Recurring Pricing
Consumption Pricing
Outcome Aligned Pricing
Outcome Driven Pricing
Recurring Revenue
Financial Management Capabilities
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Service Delivery Track
Product Support
Reactive Customer Success
Proactive Coaching
Strategic Advisory
Outcome Engineering
Financial Management Capabilities
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Wrap Up
1. Outcome-focused Customer
Success is a critical company-wide
business process.
2. Owning the customer learning
curve is key to customer success.
3. Deep vertical knowledge is a
critical asset.
Outcome Focus Aligns Vendors and Customer Interests
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Introduction to Amity
Powerful Customer Success Software
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Powerful Customer Success Software
Amity Enables
High-Precision
Relationships.Quantified
Relationships
Algorithmic Relationship Managment
Smart
Playbooks
Insight Reports
Purpose Built for Outcome-driven Customer Success
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Benefits
High Precision Relationships
1. Increase Control and Confidence
(no surprises).
2. Scalable Process.
3. Increase Team Productivity.
4. Customer Success becomes
strategic hub for entire business.
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Value Proposition
Drive Revenue Growth
1. Minimize Churn.
2. Maximize Upsell and Cross-sell.
3. Maximize Secondary Revenue
(References, Referrals,
Advocates).
4. Minimize Cost.
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Q & A
You are Accountable for the Customer’s Outcomes
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Thank You!For more information contact:
Paul Philp, Founder & CEO
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Join us for a public demo and receive a freeCustomer Success Hero T-Shirt!
Visit getamity.com/resources to register!
Driving Revenue Growth with Outcome-driven Customer Success @GetAmity
Let’s continue the conversation
Thank you for being here!
@GetAmity GetAmity.com