The document discusses strategies for demonstrating the value customers receive from a business, highlighting the importance of operationalizing the value proposition, designing actionable insights, and effective communication. It outlines key metrics, insights, and the role of customer success coaching, quarterly business reviews, and value updates in enhancing customer relationships. The emphasis is on transitioning from product-focused interactions to outcome-based engagements to ensure customer success and loyalty.

1. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
How To Demonstrate The Value
Your Customer is Receiving
Paul Philp @PPhilp
Founder and CEO, Amity

2. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Agenda
Demonstrating value to your customer.
1. Operationalize Your Value Proposition.
2. Design Actionable Insights.
3. Strategies to Demonstrate Value.

3. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Why Demonstrate Value?
It’s not about you?

4. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Why Demonstrate Value?
Confidence Competence Success
Changing Customer Behavior

5. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Demonstrating Value
Nest

6. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Demonstrating Value
HubSpot

7. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
1. Operationalize your value proposition.

8. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
What is a value proposition?
Loyalty begins with a value proposition
Defining, delivering, and communicating a clear value
proposition is the first and more important step in
achieving high customer loyalty.

9. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Operationalize your value proposition
The foundation of customer success.
Operationalize
The steps taken to measure your
value proposition in terms of it’s
observable characteristics.

10. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Operationalize your value proposition
Amity’s Value Proposition
Proactive, Scalable Customer Success
Process
Lower Revenue
Churn
Higher
Conversion
Rate
Increased Upsell
Revenue
Lower Cost of
Retention
Progress Toward
Customer Goals
Customer
Benchmarking
On Time
Implementation
Rate
Change in Activity
or Engagement
Trend
Revenue per CSM

11. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
From products to outcomes
SaaS is a relationship business

12. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
What’s an outcome?
What is the ‘Job To Be Done’?
An outcome is defined as “Something that happens as a
result of an activity or process”.
Examples:
• Lower Costs
• Higher Employee
Retention
• Faster Response Times
• Reducing Churn
• Higher Revenue
• More Leads
• More Closed Deals
• Increased Donations
• Improved DB
Performance

13. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Drivers of outcomes.
How your solution delivers outcomes.
1. Capabilities
• What capabilities are required to produce the outcomes?
2. Actions
• Ensure customer expectations are clearly set
3. Outputs
• Greater shared understanding promotes mutual appreciation

14. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Define KPIs for each driver
An opportunity for improvement
Inputs - Resources, Materials, Costs
Activities – Work Performed, Actions Taken
Outputs – Products, Artefacts, Services Delivered
Outcomes - The job to be done.
Impacts – The effect of getting the job done.

15. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
2. Define Actionable Insights

16. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
What is an insight?
An opportunity for improvement
A thought, fact, combination of facts, data and/or analysis of data that
induces meaning and furthers understanding of a situation
or issue that has the potential of benefiting the business or
re-directing the thinking about that situation or issue which
then in turn has the potential of benefiting the business.

17. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
What an insight isn’t.
Information != Insights
Reporting
Status

18. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Insight Drives Action
An insight should be an opportunity for action.
Insights tell a story that creates
an opportunity to take action to
improve performance.

19. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Sources of Insight
Art and Science - an opportunity for improvement
Inputs
Activities
Outputs
Outcomes
Impacts
On Track / Off Track
Change in Trend
Benchmarks (Peer Group)
Causal Relationships
Identify Patterns
Context and Perspective
ROI

20. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
3. Strategies to demonstrate value.

21. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Demonstrating Value
An opportunity for improvement
The process of demonstrating value is telling your customer a story that
invites them to take the actions needed to achieve their desired
outcomes.

22. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Strategy 1 - Coaching
Effective Customer Success Coaches Customers to their Goals
Deliver insights in-person and coach the required actions.
Executives
Professionals
Teams

23. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Strategy 2 - Quarterly Business Reviews
QBRs are strategic element of high-touch customer success plans.
Elements of an effective QBR
1. Success Plan Review (outcome actuals vs plan) and Reset
2. Operational Review (support history, project updates, …)
3. Actionable Insights and Plan

24. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Strategy 3 - Value Update Emails
Effective Customer Success Coaches Customers to their Goals
Daily / Weekly / Monthly Quarterly Update Emails
Can have several types of updates for different:
Personas
Use Cases (Outcomes)
Potential Action (Purpose)
Actionable Insights
Operational Updates

25. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
getamity.com
A Superpower Toolkit For
Proactive Customer Success

26. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Operationalize your value proposition
Amity’s Value Proposition
Proactive, Scalable Customer Success
Process
Lower Revenue
Churn
Higher
Conversion
Rate
Increased Upsell
Revenue
Lower Cost of
Retention
Progress Toward
Customer Goals
Customer
Benchmarking
On Time
Implementation
Rate
Change in Activity
or Engagement
Trend
Revenue per CSM

27. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
From Choas to Customer Success
Intelligent Agents Automate Data Collection and Analysis

28. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
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

29. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Join our upcoming webinar on July 26 at 1pm ET:
How To Measure Your Success as a CSM

30. How To Demonstrate The Value Your Customer is Receiving @GetAmity #CSValue
Thank you for being here!
#CSValue