Whether it’s training, onboarding, or retention, proactive Customer Success is the secret to the success of your SaaS company. In Customer Success, you’re expected to be proactive. Yet, when your inbox is overflowing with customer issues, customer questions, product updates, and onboarding requests… proactive turns out to be hard to execute. And we get that. In this webinar, we will cover the five strategies you need to implement for proactive customer success.

1. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
A How-To Guide For
Proactive Customer Success
Paul Philp @PPhilp
Founder and CEO, Amity

2. 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!)

3. 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

4. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Proactive Customer Success Is Hard
No 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.

5. 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

6. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Foundational Superpower
Iteration Leads To Solutions That Fit Your Business
Trial – Error - Learn
Best Fit Answer
Start Simple
Iterate (Trial – Error – Learn)

7. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of Proactivity
Prioritize – Which Customer Is Most Important Right Now
• Prioritize (Customers)
• Static: No Change
• Dynamic: Always active or changing

8. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of Proactivity
Organize – Tasks and Workflows
Organize (Work) Task Management
Workflow Management

9. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of Proactivity
Categorize – The Most Important Superpower
You can’t fix what you can’t see.
Categorize (customers)
Segmentation Language

10. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of Proactivity
Automate – Free Your Time to Create More Value
• Computers are repetitive
• People create, lead and relate
• Automate (processes)

11. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of Proactivity
Information – Insights Lead to Action
Information (yourself, team, company and
customers)

12. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Levels of Proactivity
From CSM to CEO
Personal > Team > Department > Company
Tactical Strategy

13. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
The Five Superpowers of Proactivity
Personal > Team > Department > Company
Prioritize
Organize
Categorize
Automate
Information

14. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Building a Superpower Toolkit
Implement a Method to Improve Performance
Whiteboard
Excel
CRM
BI
CS Automation

15. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
getamity.com
A Superpower Toolkit For
Proactive Customer Success

16. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Amity Partners With Customers
Amity 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.

17. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
From Choas to Customer Success
Intelligent Agents Automate Data Collection and Analysis

18. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Intelligent Agents for Customer Success
Agents Simplify Customer Success
Customer Sensors Insights Rules Engage Automate
Product
Usage
Health
Score
Customer
Outcomes
Revenue
Drivers
Operational
Events
Churn
Signals
Upsell
Signals
Dynamic
Priorities
Churn
Indicators
Business
Modelling
HTML
Email
Calls &
Meetings
NPS &
Survey
Alerts &
Notifications
Triggered
Workflows
Success
Playbooks
UnderstandListen Act

19. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Q&A
#ProactiveCS

20. 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

21. A How-To Guide For Proactive Customer Success @GetAmity #ProactiveCS
Thank you for being here!
#ProactiveCS