a how-to guide for proactive customer success
TRANSCRIPT
![Page 1: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/1.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
A How-To Guide ForProactive Customer Success
Paul Philp @PPhilpFounder and CEO, Amity
![Page 2: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/2.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Housekeeping!Get your tweet on and join the conversation
#ProactiveCS@GetAmity @PPhilp
We’ll send the recording Q&A at the end - ask them in the questions box!
(If we run out of time, tweet or email us!)
![Page 3: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/3.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The History of Customer Success
First SaaS Customers for Life
Manual, Reactive Customer Success
From Nowhere to Expected, Manual Process
1995 2004 2016
![Page 4: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/4.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Proactive Customer Success Is HardNo Silver Bullet.
1.Lack of Customer Visibility.2.Lack of Work Visibility.3.Ad-hoc, fluid processes.4.Interruptions.5.Personal process.6.Focus on ‘Top of Mind’ Customers.7.Firefighting.8.No Time.9.No Data.10.No Resources.11.Inbox-driven.12.One blob of work.13.No Methodology for Priority.14.No ‘rules of the game’.15.No engagement strategy.16.Data is untrustworthy.
![Page 5: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/5.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of Proactivity
Prioritize (customers)
Organize (work)
Categorize (customers)
Automate (processes)
Information (yourself, team, company and customers)
Systems Of Proactivity
![Page 6: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/6.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Foundational SuperpowerIteration Leads To Solutions That Fit Your Business
Trial – Error - Learn
Best Fit AnswerStart Simple
Iterate (Trial – Error – Learn)
![Page 7: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/7.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of ProactivityPrioritize – Which Customer Is Most Important Right Now
• Prioritize (Customers)
• Static: No Change
• Dynamic: Always active or changing
![Page 8: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/8.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of ProactivityOrganize – Tasks and Workflows
Organize (Work) Task Management
Workflow Management
![Page 9: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/9.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of ProactivityCategorize – The Most Important Superpower
You can’t fix what you can’t see.
Categorize (customers)
Segmentation Language
![Page 10: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/10.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of ProactivityAutomate – Free Your Time to Create More Value
• Computers are repetitive
• People create, lead and relate
• Automate (processes)
![Page 11: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/11.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of ProactivityInformation – Insights Lead to Action
Information (yourself, team,
company and customers)
![Page 12: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/12.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Levels of ProactivityFrom CSM to CEO
Personal > Team > Department >
CompanyTactical Strategy
![Page 13: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/13.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of ProactivityPersonal > Team > Department >
CompanyPrioritize
Organize
Categorize
Automate
Information
![Page 14: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/14.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Building a Superpower ToolkitImplement a Method to Improve Performance
Whiteboard
Excel
CRM
BI
CS
Automation
![Page 15: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/15.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
getamity.com
A Superpower Toolkit ForProactive Customer Success
![Page 16: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/16.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Amity Partners With CustomersAmity is a Sherpa on your Journey to Proactive Customer Success
Proactive Customer Success is Hard.
We partner with our Customers to accelerate the journey to Proactive Customer Success.
![Page 17: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/17.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
From Choas to Customer SuccessIntelligent Agents Automate Data Collection and Analysis
![Page 18: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/18.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Intelligent Agents for Customer SuccessAgents Simplify Customer Success
Customer Sensors Insights Rules Engage Automate
ProductUsage
HealthScore
CustomerOutcomesRevenueDriversOperationalEvents
ChurnSignalsUpsellSignals
DynamicPriorities
ChurnIndicatorsBusinessModelling
HTMLEmail
Calls &Meetings
NPS &Survey
Alerts &Notifications
TriggeredWorkflowsSuccess
Playbooks
UnderstandListen Act
![Page 19: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/19.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Q&A
#ProactiveCS
![Page 20: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/20.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Join our upcoming webinar on June 28 at 1pm ET:The Key To CSM Success: User
Adoption
![Page 21: A How-To Guide For Proactive Customer Success](https://reader036.vdocument.in/reader036/viewer/2022062823/5872e8991a28abfa548b6881/html5/thumbnails/21.jpg)
A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Thank you for being here!
#ProactiveCS