How to build an early warning system for customer success sept192018 [autosaved]

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In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory. Adopting a standardized early warning system is an essential step in implementing customer health to identify risk and opportunity at scale. Curious about how to build such a system? Join us on September 19th at 1:00 PM (ET) to learn how to: • Manage your entire customer base with a consistent health scoring system and ongoing health check-ins • Oversee high-touch and low-touch portfolios with an automated monitoring system • Drive consistency and gain visibility into the performance of your Customer Success team at scale • Become more proactive with a data-driven approach to retention and expansion

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
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How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity
Building An Early
Warning System:
Lessons from Florence

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Goals
Why Build an Early Warning System

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Avoid Churn

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Elements
How to Build an Early Warning System

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Specific Risks

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Elements of an Early Warning System
Risk
Knowledge
Response
Strategy
Monitoring
System
Signals
What Factors lead to
higher customer
Risk
Monitor all your sensors
for meaningful changes.
Monitoring
What signals provide he
best insight.
Signals
What actions will be
taken.
Response

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Start Small and Iterate
Implement
MeasureImprove
Design

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Define Health Score by Lifecycle Stage
Land Launch Adoption Expand Renewal
Each Stage can (should) have different signals and responses.

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Define Your Actions First
• What challenges do customers
face?
• What actions will impact the
customer challenge?
• What signals will trigger this
action?

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Define Your Signals
SignalSource Measure 1 Measure 2 Measure 3
Business Outcomes
Adoption
Delivery and Operations
Customer Feedback
Relationship
Outcome1 > Y Outcome2 + 10%
Logins > X Key Feature + 10% Licenses >80%
Outcome 2 > Goa
Onboarding On Time
NPS > Z
Executive Left
Min Max Goal
Change in Trend

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Enable Manual Overrides
CSMs have
access to
unique
observations,
powerful
insights and
pattern
recognition.

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Combine Signals into Actionable Health
Score(s)
You can (should) have multiple health scores.
• By Product
• By Stage
• By Outcome
• By Industry
Signal Value Weight Score
Outcomes 0.75 0.5 0.38
Usage 0.3 0.3 0.09
Relationship 0.8 0.2 0.16
63

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Share Your Signals and Healthscores
• Provide your customers with
periodic ‘report cards’.
• Great opportunity to create
value by providing insights.
• Also, an opportunity to
demonstrate your value.

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Manage you Signals and Goals
• Build a customer
command center.
• Set and track goals for
all signals.
• Develop customer
success plans to
improve low signal
levels.

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Your customer command center

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
The Pre-Amity Command Center

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
From Chaos to Customer Success
Automatic Data Collection and Analysis
Renewals
Upselling
Retention
Referrals
Trial
Conversions
Growth
Productivity
Scalability
Visibility

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity
Data
Integration
CRM
Email
Support
Billing
Marketing
Activity
Outcomes
Customer
Insight
Health Score
Trends
Alerts
Engagement
KPIs
Outcomes
Workflow
Automation
Rules
Playbooks
Notifications
Customer
Email
Tasks
Real-time
Lifecycle
Management
Visual
Goals
Drill Down
Historical
Performance
Reporting
Dashboards
Team
Performance
Account
Performance
Portfolio
Performance
Amity Key Features
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We all want one thing for our Customer Success operations: to positively impact the bottom line. Customer Success is still a young discipline, and it is easy to lose sight of our mission: delivering customer outcomes. When we focus on our bottom line we can put too much emphasis on internal processes. We fail to see the whole picture, and the customer on the other end of the relationship. In their effort to become more outcome-focused, Customer Success operations face a number of predictable headwinds. Understanding the impact of these headwinds helps us create strategies to manage them, and start reliably delivering customer outcomes.

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Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behavior change, set realistic goals, and define success plans. This opportunity comes with a responsibility - that of ensuring the customer gets value as quickly as possible. In order to improve that time to first value, you need to create and perfect your onboarding playbook to closely define the tools and actions you’ll need for success. With a set of documented standard steps, you'll be able to streamline and unify your onboarding process into a proactive game plan.

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How to build an early warning system for customer success sept192018 [autosaved]

1. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity The webinar will begin shortly…

2. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity How to Build an Early Warning System for Customer Success Paul Philp Founder & CEO, Amity @pphilp

3. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Housekeeping! Get your tweet on and join the conversation! #CSwebinar @GetAmity @pphilp Q&A at the end – ask your questions in the question box Check your inbox for the deck and recording!

4. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Building An Early Warning System: Lessons from Florence

5. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals

6. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Timely?

7. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Timely? Specific?

8. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Timely? Specific? Clear?

9. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Timely? Specific? Clear? Response?

10. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Goals Why Build an Early Warning System

11. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Presentation Timely Action

12. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity s Be Proactive

13. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Avoid Churn

14. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Teamwork

15. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Elements How to Build an Early Warning System

16. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity PresentationClear Signals

17. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Specific Risks

18. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals

19. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity Goals Goal: Have a Standard Playbook

20. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Elements of an Early Warning System Risk Knowledge Response Strategy Monitoring System Signals What Factors lead to higher customer Risk Monitor all your sensors for meaningful changes. Monitoring What signals provide he best insight. Signals What actions will be taken. Response

21. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Start Small and Iterate Implement MeasureImprove Design

22. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Define Health Score by Lifecycle Stage Land Launch Adoption Expand Renewal Each Stage can (should) have different signals and responses.

23. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Define Your Actions First • What challenges do customers face? • What actions will impact the customer challenge? • What signals will trigger this action?

24. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Define Your Signals SignalSource Measure 1 Measure 2 Measure 3 Business Outcomes Adoption Delivery and Operations Customer Feedback Relationship Outcome1 > Y Outcome2 + 10% Logins > X Key Feature + 10% Licenses >80% Outcome 2 > Goa Onboarding On Time NPS > Z Executive Left Min Max Goal Change in Trend

25. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Enable Manual Overrides CSMs have access to unique observations, powerful insights and pattern recognition.

26. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Combine Signals into Actionable Health Score(s) You can (should) have multiple health scores. • By Product • By Stage • By Outcome • By Industry Signal Value Weight Score Outcomes 0.75 0.5 0.38 Usage 0.3 0.3 0.09 Relationship 0.8 0.2 0.16 63

27. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Share Your Signals and Healthscores • Provide your customers with periodic ‘report cards’. • Great opportunity to create value by providing insights. • Also, an opportunity to demonstrate your value.

28. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Manage you Signals and Goals • Build a customer command center. • Set and track goals for all signals. • Develop customer success plans to improve low signal levels.

29. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Your customer command center

30. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity The Pre-Amity Command Center

31. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity From Chaos to Customer Success Automatic Data Collection and Analysis Renewals Upselling Retention Referrals Trial Conversions Growth Productivity Scalability Visibility

32. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Data Integration CRM Email Support Billing Marketing Activity Outcomes Customer Insight Health Score Trends Alerts Engagement KPIs Outcomes Workflow Automation Rules Playbooks Notifications Customer Email Tasks Real-time Lifecycle Management Visual Goals Drill Down Historical Performance Reporting Dashboards Team Performance Account Performance Portfolio Performance Amity Key Features Complete Customer Success Suite

33. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity A Package for Every Business … & much more!

34. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity getamity.com/demo Request a demo with Amity

35. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Q&A

36. How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity Thank you for being here!

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