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.

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
How to Build an Early Warning
System for Customer Success
Paul Philp
Founder & CEO, Amity
@pphilp

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
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3. 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
Building An Early
Warning System:
Lessons from Irma

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
Goals

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
Timely?

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?
Specific?

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?
Clear?

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?
Response?

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

10. 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

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
Goals
Be Proactive

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

13. 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

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

15. 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

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

17. 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

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
Goal: Have a Standard Playbook

19. 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

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

21. 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.

22. 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?

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

24. 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.

25. 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.
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
• By Product
• By Stage
• By Outcome
• By Industry

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

27. 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.

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

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

30. 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

31. 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

32. 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!

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
getamity.com/demo
Request a demo with Amity

34. 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

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
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