Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand Defining and Managing the Entire Customer Lifecycle using Amity #CSBestPractices Sam Brennand Director of Customer Success
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Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Defining and Managing the EntireCustomer Lifecycle using Amity
#CSBestPractices
Sam BrennandDirector of Customer Success
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
HOUSEKEEPING!Get your tweet on and join the conversation
#CSBestPractices@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!)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Defining and Managing the EntireCustomer Lifecycle using Amity
#CSBestPractices
Sam BrennandDirector of Customer Success
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Meet Our Host
Paul PhilpFounder & CEO
@PPhilp@GetAmity
GetAmity.com
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Preview:The Amity Customer
Lifecycle Manager
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
The Customer SuccessRevolution
Relationships are the New Business Model
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
The World has Moved to a Subscription
Economy.
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Subscriptions are aRelationship Business
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Customer Success to the Rescue
Actively manage customer
relationships to reduce churn,
grow existing revenue, and
influence new sales.
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
The Customer SuccessRevolution
Relationships are the New Business Model
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Outside-In
Inside-Out
LandOnboard
Adopt
DecideLearn
Transform
QBR
Measure
This is the Customer LifecycleInside-Out View and Outside-In View
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Managing the Customer LifecycleThe DNA of a SaaS Business
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Outside-In
Inside-Out
LandOnboard
Adopt
DecideLearn
Transform
QBR
Measure
This is the Customer LifecycleInside-Out View and Outside-In View
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Outcom
es
Time
Customer Experience CurveThe Vendor Owns the Customer’s ‘Experience Curve’
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Outcom
es
Time
Customer Experience CurveThe Vendor Owns the Customer’s ‘Experience Curve’
This is the HARD work of customer success.
ProcessesTechnology
SkillsPractices
Capabilities
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Customer LifecycleOutcom
es
TimeOnboarding
Adoption
SuccessReview
Renewal
Expansion
Customer LifecycleMap your Customer Lifecycle to the Customer Experience Curve
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Time
Time
Time
Time
Time
Time
Journey Playbook
Workflow Playbook
Mapping the Customer LifecycleInternal View and External View of Each Stage
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Initial Key Features
10% Adoption
Team Training
Product Training
New Capabilities
Training
Initial Launch
Success Plan Signoff
Launch
Advanced Key Features.25% Outcome Goal
25% Adoption
Advanced Key Features.50% Outcome Goal
50% Adoption
Product Advice
Capability Coaching
Coaching
Day 1
Day 7
Day 14
Day 30
Day 45
Day 60
Mapping the Customer LifecycleAdoption Stage
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Preview:The Amity Customer
Lifecycle Manager
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Introduction to AmityPowerful Customer Success Software
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennandConfidential © 2014 Amity
Renewals
Uplift
Retention
Referrals
Advocacy
Efficiency
Productivity
Scalability
Visibility
From Chaos to Customer SuccessAmity automation eliminates manual work.
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Customer Success AutomationMission Control for Customer Success
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
DataIntegration
CRMEmail
SupportBilling
MarketingActivity
Outcomes
CustomerInsight
Health ScoreTrendsAlerts
EngagementKPIs
Outcomes
WorkflowAutomation
RulesPlaybooks
NotificationsCustomer
EmailTasks
Real-time
LifecycleManagement
VisualGoals
Drill DownHistorical
Performance
Reporting
DashboardsTeam
PerformanceAccount
PerformancePortfolio
Performance
Amity Key FeaturesComplete Customer Success Suite
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Q&A
#CSBestPractices
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Many Thanks To Our Presenter
@sambrennand@uberflip
Sam BrennandDirector of Customer Success
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Join Kia Puhm on March 29 for our next webinarImproving Customer Retention byManaging the Customer Journey
Visit getamity.com/resources to register!
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Let’s continue the conversation
Thank you for being here!
@GetAmity GetAmity.com
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