The document outlines the significance of customer success in a subscription-based economy, emphasizing the importance of adopting insight-driven playbooks to enhance product adoption and improve customer outcomes. It details the phases of managing customer relationships and the alignment of vendor and customer interests through systematic adoption management. Additionally, it highlights Amity as a powerful customer success software designed to facilitate effective relationship management and drive revenue growth.

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

3. The Customer Success Revolution
Relationships are the New Business Model.

4. The World has Moved
to a Subscription
Economy.

5. Subscriptions are a Relationship Business

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.

8. Customer Success: a Key Business Process
A Company Wide Business Process

9. Why Focus on Adoption?
Growth is a Function of Outcomes

10. Low Adoption
Well, I bought a membership.

11. Ineffective Adoption
Sure, they are using the product now, but ….

12. Effective Adoption
Nice outcomes!

13. Adoption is the Foundation of Customer Success
Systematic Adoption Management
Adoption
Management
Customer
Outcomes
Revenue

14. Consumption
Revenue
Recurring
Revenue
Churn
Land
and
Expand
Outcome-
based
Value
Prop
Coach
Alignment
Adoption
Journey
RenewalCustomer
Outcomes
Everything
as a Service
From Adoption to Outcomes

15. Owning the Customer Experience Curve
You are Accountable for the Customer’s Outcomes

16. Customer Experience Curve
The Vendor Owns the Customer’s ‘Experience Curve’.
Outcomes
Time

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

21. Customer Experience Curve
Monitoring the Customer’s ‘Experience Curve’.
Outcomes
Time
Insight 1
Insight 2
Insight 3
Insight 4
Insight 5

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

27. Insight-driven Playbooks
High Precision Relationship Management
Stage 1Stage 1 Stage 2Stage 2 Stage 3Stage 3
Actions Actions Actions
Next
Playbook
Insights

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.

30. Introduction to Amity
Powerful Customer Success Software

31. Powerful Customer Success Software
Purpose Built for Outcome-driven Customer Success
Amity Enables
High-Precision
Relationships.Quantified
Relationships
Algorithmic Relationship Managment
Smart
Playbooks
Insight Reports

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

33. Value Proposition
Drive Revenue Growth
1. Minimize Churn
2. Maximize Upsell and Cross-sell
3. Maximize Secondary Revenue
(References, Referrals, Advocates)
4. Minimize Cost

34. Q & A
You are Accountable for the Customer’s Outcomes

36. For more information contact:
Paul Philp, Founder & CEO
paul@getamity.com
Thank You
Confidential © 2014 Amity