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![5/10/2016 16Simplify Customer Success With Closed-Loop Playbooks @GetAmity
Customer Sensors
Visits This Month
Value: 749
Status
Min: 10 Max: 9999
Goal: 2500 Score: 23%
Benchmark: -50%
Analytics
Trend: [current() - previous()]
Average: [average(30, ‘days)]
Status: [Average / Previous.Average()]
Health: When [Benchmark < -33] “Bottom” Red
Trajectory:
Insights
When [Score < 20%] set ‘Low Visits’
When [Status < 50%] set ‘Declining Visits’
Action
When [Low Visits]: perform [start ‘Low Visits’]
When [Status < 20%]: perform [start ‘Escalation’]
Units: people
A Complete Sensor Definition
Calculate a Benchmark Index](https://image.slidesharecdn.com/simplifycustomersuccesswithclosedloopplaybooks-160510190332/85/Simplify-Customer-Success-With-Closed-Loop-Playbooks-16-320.jpg)
Uploaded byAmity
Simplify Customer Success With Closed-Loop Playbooks
The document discusses the concept of customer success using closed-loop playbooks, emphasizing the need for a command center to manage customer success processes that are people-intensive and conversational. It argues that standard business process automation is inadequate for customer success, which requires flexibility and adaptability instead. The presentation also introduces customer sensors to monitor customer engagement, outcomes, and trends to optimize the customer journey.
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Similar to Simplify Customer Success With Closed-Loop Playbooks
Simplify Customer Success With Closed-Loop Playbooks
- 1. 5/10/2016 1Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Simplify Customer Success With Closed-Loop Playbooks #SimpleCS Paul Philp Founder & CEO
- 2. 5/10/2016 2Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity HOUSEKEEPING! Get your tweet on and join the conversation #SimpleCS @GetAmity We’ll send slides and the recording Q&A at the end - ask them in the questions box! (If we run out of time, tweet or email us!)
- 3. Simplify Customer SuccessWith Closed-Loop Playbooks @GetAmity From Chaos to Customer Success Customer Success Magic Confidential © 2016 Amity Renewals Upsell Retention Referrals Advocacy Efficiency Productivity Scalability Visibility Customer Success Magic
- 4. 5/10/2016 4Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Customer Success Command Center Mission Control for Customer Success
- 5. 5/10/2016 5Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Customer Success Processes are: 1.People Intensive 2.Information Rich 3.Irregular and Unpredictable 4.Loosely Structured and Volatile 5.Collaborative Customer Success Processes are Conversational The Challenge People-Intensive Business Processes
- 6. 5/10/2016 6Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Standard Business Process Automation: 1.Eliminate Manual Work. 2.Information Poor. 3.Highly Repeatable. 4.Standardized and Predictable. 5.Hierarchical and Controlling. Standard process automation doesn’t work for customer success. Standard Process Automations Fails People-Intensive Business Processes
- 7. 5/10/2016 7Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Standard Business Process Automation: 1.Eliminate Manual Work. 2.Information Poor. 3.Highly Repeatable. 4.Standardized and Predictable. 5.Hierarchical and Controlling. Standard Process Automations Fails People-Intensive Business Processes Customer Success Processes are Conversational
- 8. 5/10/2016 8Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Customer Customer Success Internal Workflow Customer Journey Solution Closed-Loop Processes
- 9. 5/10/2016 9Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Customer Success Customer Sign Up Onboard Coach Convert Setup Play Value Purchase Example 1 Trial Conversions
- 10. 5/10/2016 10Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Customer Success CustomerLaunch Convert Coach Training 10% Adoption 25% Adoption 50% Adoption Example 2 Adoption
- 11. 5/10/2016 11Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Building Closed-Loop Playbooks Adding Customer Sensors to Playbooks
- 12. 5/10/2016 12Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Customer Sensors Customer Sensors Understand Your Customers Precisely
- 13. 5/10/2016 13Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Customer Sensors Product Usage Customer Outcomes Revenue Drivers Operational Data Customer Sensors Different Types of Sensors Engagement Channels
- 14. 5/10/2016 14Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Customer Sensors Calculated sensors (trends, ratios, rates, progress, benchmarks) Aggregate Customer Sensors Extract the Signal From the Noise
- 15. 5/10/2016 15Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Outcome KPI Goal Performance Industry Rank() Benchmark ➗ Low Insight High Example Calculate a Benchmark Index
- 16. 5/10/2016 16Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Customer Sensors Visits This Month Value: 749 Status Min: 10 Max: 9999 Goal: 2500 Score: 23% Benchmark: -50% Analytics Trend: [current() - previous()] Average: [average(30, ‘days)] Status: [Average / Previous.Average()] Health: When [Benchmark < -33] “Bottom” Red Trajectory: Insights When [Score < 20%] set ‘Low Visits’ When [Status < 50%] set ‘Declining Visits’ Action When [Low Visits]: perform [start ‘Low Visits’] When [Status < 20%]: perform [start ‘Escalation’] Units: people A Complete Sensor Definition Calculate a Benchmark Index
- 17. 5/10/2016 17Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Internal Workflow Customer Journey Stages Sensor Closed-Loop Playbooks Pulling It All Together
- 18. 5/10/2016 18Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Act Automate Alerts & Notifications Triggered Workflows Standard Playbooks Engage HTML Email Calls & Meetings NPS & Surveys Understand Insights Health Scores Churn Signals Upsell Signals Rules Dynamic Priorities Customer Segments Business Modelling Customer Listen Sensors Product Usage Customer Outcomes Revenue Drivers Operational Data How Amity Works Closed-Loop Playbooks
- 19. 5/10/2016 19Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Q&A #SimpleCS
- 20. 5/10/2016 20Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Join Perry Monaco on June 1 for our next webinar Inside Customer Success at LinkedIn: The Webinar Visit getamity.com/resources to register!
- 21. 5/10/2016 21Simplify CustomerSuccess With Closed-Loop Playbooks @GetAmity Let’s continue the conversation Thank you for being here! @GetAmity GetAmity.com