We know what customer success is supposed to do: predictably drive revenue growth. Seems clear enough, but what’s less clear it how to actually make that happen. If you’re doing everything you can but it still feels like your results are stagnating - you’ve hit the performance plateau. Breaking the circle of limited customer success performance will send your KPIs skyrocketing and your customer success team changed forever. If you're looking to become a game changer and crush your goals, there are a few changes you should make to your workflow, you just need to know what, and how.

2. GET YOUR
TWEET ON AND
JOIN THE
CONVERSATION.
#CSWORKSHOP
@GETAMITY
+
@PPHILP
A LITTLE
HOUSE
KEEPING
Shatter the Customer Success Performance Plateau

3. Shatter the Customer Success Performance Plateau
Your Customer Success organization becomes
more complex as you add:
COMPLEXITY VS PERFORMANCE
• MORE PRODUCTS
• MORE CUSTOMERS
• MORE COMPETITION
• MORE DATA
• MORE SEGMENTS
• MORE CSMS…

4. Shatter the Customer Success Performance Plateau
Ideally, you’d like your performance to increase and match the complexity of your
organization so that:
COMPLEXITY VS PERFORMANCE
PERFORMANCE
COMPLEXITY

5. Shatter the Customer Success Performance Plateau
In reality, the more complexity, the slower you’ll increase performance:
COMPLEXITY VS PERFORMANCE
PERFORMANCE
PLATEAU
PERFORMANCE
COMPLEXITY

6. Shatter the Customer Success Performance Plateau
Why does the plateau happen?
As you increase complexity, your efforts go from centralized and effective to detached and uncoordinated.
This prevents performance from going down, but it does not allow to break away from the plateau.
COMPLEXITY VS PERFORMANCE
+ ++

7. Shatter the Customer Success Performance Plateau
How can you exit the plateau?
Introducing and aligning your capabilities = break away from stagnating performance.
COMPLEXITY VS PERFORMANCE
PERFORMANCE
COMPLEXITY
new
capabilities
new
capabilities

8. Shatter the Customer Success Performance Plateau
For Example:
COMPLEXITY VS PERFORMANCE
PERFORMANCE
COMPLEXITY
automated
onboarding
customer
health score

9. Shatter the Customer Success Performance Plateau
How do you develop capabilities that don’t just keep your head above water but
allow you to smash your goals?
Intelligent Process Automation for Customer Success…
...That’s a mouthful, so we called it SMART CUSTOMER SUCCESS.
COMPLEXITY VS PERFORMANCE

10. Shatter the Customer Success Performance Plateau
THE 6 STRATEGIES FOR SMART CUSTOMER SUCCESS
EVERY TIME YOU ARE ADDING A NEW CAPABILITY TO
YOUR PORTFOLIO
LET THESE 6 STRATEGIES GUIDE YOU.
SMART CUSTOMER SUCCESS

11. Shatter the Customer Success Performance Plateau
How will this new capability create customer value?
Is creating customer value the raison d’être of this new capability?
FOCUS ON CUSTOMER VALUE
CUSTOMER VALUE = THE OUTCOME THAT THE CUSTOMER HAS PURCHASED

12. Shatter the Customer Success Performance Plateau
EMPOWER YOUR PEOPLE
Every interaction between the customer and your
company is an opportunity to deliver value.
With a new capability, you are creating new touch points
between your CSM and their assigned customers.
Empower them to effectively deliver your value
proposition through these new capabilities.

13. Shatter the Customer Success Performance Plateau
Automate repetitive and routine tasks that take away from
CSM’s availability for value-oriented tasks
AUTOMATE REPETITIVE TASKS
EMPOWER CSMS TO DO WHAT THEY’RE GOOD AT:
PEOPLE THINGS.
Data collection, Synchronization,
Insights
Tech-touch Playbooks Reporting Emails
&

14. Shatter the Customer Success Performance Plateau
PROVIDE CUSTOMER AND
OPERATIONAL INTELLIGENCE
TO FACILITATE IMPROVEMENT
I.E. FEEDBACK
GIVE YOUR NEW CAPABILITY A
FEEDBACK MECHANISM TO
GATHER INTELLIGENCE.
CLOSE THE LOOP
intelligencecapability

15. Shatter the Customer Success Performance Plateau
START SMALL AND BUILD
MOMENTUM.
USE FEEDBACK INTELLIGENCE TO
ADJUST EACH ITERATION.
BUILD COMPLEXITY WITHIN THE NEW
CAPABILITY OVER TIME.
START SMALL & ITERATE

16. Shatter the Customer Success Performance Plateau
Build lasting capabilities to ensure sustainable performance increase over time.
DO NOT TAKE SHORT CUTS AND SUGAR PILLS.
With quick fixes, you will:
• Allocate disproportionate resources to keep performance levelled, or
• Allocate appropriate resources and performance will drop back down.
BUILD LASTING CAPAPBILITIES

17. Shatter the Customer Success Performance Plateau
1. Focus on customer value
2. Empower customer touch points
3. Automate repetitive and routine tasks
4. Close the loop
5. Start small and iterate
6. Build lasting capabilities
6 STRATEGIES FOR SMART CS

18. Shatter the Customer Success Performance Plateau
GETAMITY.COM/DEMO
• Centralize your data
• Automate heath scoring
• Stop operating in Excel
• Collaborate on playbooks
MAKE YOUR LIFE EASIER

19. Q & A
Shatter the Customer Success Performance Plateau

20. Shatter the Customer Success Performance Plateau
UPCOMING WEBINAR

21. THANK
YOU/
Shatter the Customer Success Performance Plateau