how to demonstrate the value your customer is receiving
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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
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
AgendaDemonstrating value to your customer.
1. Operationalize Your Value Proposition.
2. Design Actionable Insights.
3. Strategies to Demonstrate Value.
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Why Demonstrate Value?It’s not about you?
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Why Demonstrate Value?
Confidence Competence Success
Changing Customer Behavior
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Demonstrating ValueHubSpot
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
1. Operationalize your value proposition.
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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.
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Operationalize your value propositionThe foundation of customer success.
Operationalize
The steps taken to measure your value proposition in terms of it’s observable characteristics.
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
From products to outcomesSaaS is a relationship business
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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.
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
2. Define Actionable Insights
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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.
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
What an insight isn’t.Information != Insights
ReportingStatus
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Insight Drives ActionAn insight should be an opportunity for action.
Insights tell a story that creates an opportunity to take action to improve performance.
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Sources of InsightArt and Science - an opportunity for improvement
InputsActivitiesOutputsOutcomesImpacts
On Track / Off Track Change in TrendBenchmarks (Peer Group)Causal RelationshipsIdentify PatternsContext and PerspectiveROI
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
3. Strategies to demonstrate value.
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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.
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Strategy 1 - CoachingEffective Customer Success Coaches Customers to their Goals
Deliver insights in-person and coach the required actions.
Executives
Professionals
Teams
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
getamity.com
A Superpower Toolkit ForProactive Customer Success
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
From Choas to Customer SuccessIntelligent Agents Automate Data Collection and Analysis
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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
How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Join our upcoming webinar on July 26 at 1pm ET:How To Measure Your Success as a CSM