Driving product adoption is the key activity of any Customer Success team. It determines the effectiveness of free trials, paid pilots, churn reduction, renewals, upsells and referrals. Strong adoption leads to very strong growth.
In this webinar, you will learn how to:
- Identify when and where adoption stalls?
- Designing playbooks for driving customer adoption?
- Optimize the performance of your playbooks and Customer Success teams.
- Provide power insights to your sales, marketing and product management teams.
Amity is a powerful Customer Success platform that provides deep insights into product adoption for all your customers.
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Driving Product Adoption with Insight-driven Playbooks
1. Driving Product Adoption with
Insight-driven Playbooks
Paul Philp – CEO
Tel: 925-736-7876 | paul@getamity.com
2. Agenda
1. The Customer Success Revolution
2. Why Focus on Adoption
3. Owning the Customer Experience Curve
4. Insight-driven Playbooks
5. Short Introduction to Amity
6. Q & A
6. The DNA of Subscription Success
Total Alignment over the Lifetime of the Relationship
Vendor
Success
Process
Customer
Success
Journey
Land
Adopt
Expand
Decide
Transform
Outcomes
7. Customer Success to the Rescue
Actively manage
customer relationships
to reduce churn, grow
existing revenue, and
influence new sales.
17. Customer Experience Curve
The Vendor Owns the Customer’s ‘Experience Curve’.
Outcomes
Time
This is the HARD
work of customer
success.
Processes
Technology
Skills
Practices
Capabilities
18. Mapping the Experience Curve
Customer Success Plan
Outcomes Date Key Featues
Outcome 1 Value 1 Key Featue 1
Outcome 2 Value 2 Key Featue 2
Outcome 3 Value 3 Key Featue 3
Outcome 4 Value 4 Key Featue 4
19. Mapping the Experience Curve
Customer Success Plan
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 Coacing
Coaching
Time
Time
Time
Time
Time
Time
20. Mapping the Experience Curve
Customer Success Plan
Time
Time
Time
Time
Time
Time
Journey Playbook
Workflow Playbook
22. Insights
Spotlighting What is Important Now
An Insight Spotlights
Important Situations
Not Data
Not Metrics
Not Dashboards
23. Insights
Insights Provide an Opportunity for Action
An Insight Spotlights
Important Situations
Not Data
Not Metrics
Not Dashboards
24. Types of Insights
Many different types of useful insights.
Status Insights - A process or person is ahead of plan or behind time.
Outcome Insights - An outcome is ahead of plan or behind plan (goal,
date).
Trend Insights – A key metric has deviated from its recent trend.
Risk Insights - The risks of a part of the system increased or
decreased.
Event Insights - Something good or something bad happened.
Velocity Insights – A process sped up or slowed down.
25. What is a Playbook
Playbooks standardize and automate workflows.
26. Types of Playbooks
Different Playbooks for Different Jobs
Manual Playbooks
Checklist Playbooks
Automatic (Rule-based) Playbooks
Hybrid Playbooks
Campaign Playbooks
28. Example Playbooks
For Every Customer Success Job
Internal Workflows
Onboarding, Trial Conversion, Quarterly Business Review,
Renewals, Upselling, Risk Management, Training, Intensive
Care
Journey Playbooks
Adoption Management, Journey Management, New Feature
Adoption, Quota(Consumption) Management
29. Wrap Up
Outcome Focus Aligns Vendors and Customer Interests
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.
32. Benefits
High Precision Relationships
1. Increase Control and Confidence (no surprise).
2. Scalable Processes.
3. Increase Team Productivity.
4. Customer Success becomes a strategic hub
for entire business