The Future of Customer Success is Agile

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The agile framework and ideology are hardly new. Many organizations are successfully using it and reinvent the way they build and deliver software. But agile isn't only for development. In this webinar, Todd Eby explores how you can reinvent the way you approach delivering Success using an agile mindset and framework.

Software

The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
The Future of
Customer Success is Agile
Todd Eby
Co-Founder & CEO,
SuccessHacker
@toddceby

The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Housekeeping!
Get your tweet on and join the conversation!
#CSwebinar
@GetAmity @Success_Hacker
Ask your questions in the question box!
We will send the slides to everyone by the end of the week

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Customer
Success
isn’t easy.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
It’s a challenge rich environment.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Driving Execution.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Doing the Right Things.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Rising above the "Whirlwind".

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Bridging Internal Silos.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Increasing Transparency.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Remaining Customer-centered.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Sustaining the Pace.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Why isn’t there a common solution?

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
What would it look like?

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Adaptable.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Prioritized.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Transparent.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Responsive.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Empowering.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Experimental.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
The way forward is Agile.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Going Agile.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
As a mindset.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
An organizational principle.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
An Operational paradigm.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
What you do is what you become.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Ideas action

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Building a beautiful strategy
in PowerPoint is easy.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Executing on the vision, not so much.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Start small.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Think big.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
We’ve found that Scrum [Agile] can
double the production of anything –
it doesn’t matter whether it’s sales,
marketing, software, finance...It wor
ks
everywhere.

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
AGILE
The
FUTURECustomer Succe
ss
of
is

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Voice of the Customer over assumptions
Proactive over reactive
Iteration over big strategy
Experimentation and data over opinions and convention
s
Internal collaboration over one way communication
Agile Success Manifesto

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Q & A

3/8/2017
The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Learn more at www.successhacker.co
Join our Community at customersuccess.community
Giving you the freedom to focus on your customers,
not your operational challenges

The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
Request a demo with Amity
Visit getamity.com/demo

The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker
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We keep coming up with fancy ways to describe the purpose of Customer Success, but in the end, we’re here for one thing: ensuring customers are so successful that they renew, term after term. It’s not unusual to create and follow playbooks throughout adoption phases, but we often skip an important one: the renewal playbook. If you’re going into renewals in the dark and “hoping for the best”, you’re missing a critical step. Introducing predictability into the renewal process always correlates with lower churn rates, and who doesn’t want that? Design and use a proactive game plan to manage the 90, 60, or 30 days prior to renewal and secure more wins.

How to Measure and Influence Product Adoption to Achieve Customer Success

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For most CSMs, adoption is the lifecycle stage that comes between onboarding and renewal, but it’s also a process, an action, a metric. Adoption is a critical step to Customer Success, but there’s a lot of uncertainty around what it means exactly, and how to make sense of it. In this webinar, we discussed: • The key metrics to evaluate customer adoption • How to monitor adoption • Proactive measures CSMs can implement to influence adoption • Reactive action points to course correct a rocky adoption • The connection between adoption and Customer Success

How to Build Your Customer Onboarding Playbook

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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.

QBR Playbooks That Drive Customer Accountability

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Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're not there yet, don't panic. It takes some conscious efforts to nurture highly responsible customers. In this webinar you will learn: • What the blueprint for a flawless Customer Business Review (aka QBR) looks like • How do the best CSMs leverage QBRs to create responsible customers • What is a maturity model, and how to develop your own and introduce it in QBRs

A Framework to Visualize Customer Success Performance Data

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Measuring Customer Success performance is a challenge. Customer Success teams have a wide range of goals, and creating a balanced scorecard is not always easy. In this webinar, Joel Carron, Customer Success Analyst at Mode, shares a framework you can adopt to analyze and visualize Customer Success performance. Using interactive 3D charting, we discuss how to measure your performance as a CSM - and that of your team - focusing on Retention Rate, Expansion MRR %, and NPS. See the recording here: http://customer-success.getamity.com/customer-success-resources

How to Reduce Churn with Better Product Adoption

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Personalizing a One-To-Many Customer Success Approach

Amity

Not every business model can support a high-touch or even low-touch customer success approach. Some businesses need to choose a tech-touch or automated success model because they have a low price point or a tech-focused customer base. Other companies have a segment of customers that fits best with a one-to-many approach. How do you make the transition to an automated Customer Success approach? In this webinar, we cover: • How to design the program • Automated touch-points • Balancing automation and personalization • The importance of testing • Technology ideas and option Image credit: Jack Smith (https://www.eyeem.com/p/98846914)

The 4 + 1 Keys to Successful Software Adoption

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How to Build an Early Warning System for Customer Success

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Building Skills in Customer Success Leadership

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10 Lessons for Your Startup Customer Success Game Plan

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The startup days are the most exciting, yet most chaotic ones. You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team. At the startup stage, winning customers is a priority, sometimes at the expense of retention efforts. When teams are doing a bit of everything (and anything) it can be difficult to define proactive churn mitigation strategies.

The Customer Success Playbooks You Need to Drive Adoption

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Driving adoption is critical for ensuring that customers get maximum value out of their technology investment. It is also increasingly important for technology providers as they continue to embrace recurring revenue business models. Customer Success teams equipped with well-defined playbooks are uniquely positioned to deliver on this charter. In this webinar, Neil Jain and Aman Singh of Waterstone Management Group will share key insights and best practices around how to successfully drive adoption through Customer Success playbooks.

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How to Build a Powerful Renewal Playbook

How to Measure and Influence Product Adoption to Achieve Customer Success

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A Framework to Visualize Customer Success Performance Data

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The Future of Customer Success is Agile

1. The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker The Future of Customer Success is Agile Todd Eby Co-Founder & CEO, SuccessHacker @toddceby

2. The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Housekeeping! Get your tweet on and join the conversation! #CSwebinar @GetAmity @Success_Hacker Ask your questions in the question box! We will send the slides to everyone by the end of the week

3. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Customer Success isn’t easy.

4. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker It’s a challenge rich environment.

5. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Driving Execution.

6. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Doing the Right Things.

7. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Rising above the "Whirlwind".

8. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Bridging Internal Silos.

9. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Increasing Transparency.

10. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Remaining Customer-centered.

11. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Sustaining the Pace.

12. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Why isn’t there a common solution?

13. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker What would it look like?

14. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Adaptable.

15. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Prioritized.

16. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Transparent.

17. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Responsive.

18. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Empowering.

19. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Experimental.

20. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker The way forward is Agile.

21. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Going Agile.

22. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker As a mindset.

23. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker An organizational principle.

24. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker An Operational paradigm.

25. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker What you do is what you become.

26. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Ideas action

27. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Building a beautiful strategy in PowerPoint is easy.

28. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Executing on the vision, not so much.

29. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Start small.

30. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Think big.

31. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker We’ve found that Scrum [Agile] can double the production of anything – it doesn’t matter whether it’s sales, marketing, software, finance...It wor ks everywhere.

32. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker AGILE The FUTURECustomer Succe ss of is

33. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Voice of the Customer over assumptions Proactive over reactive Iteration over big strategy Experimentation and data over opinions and convention s Internal collaboration over one way communication Agile Success Manifesto

34. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Q & A

35. 3/8/2017 The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Learn more at www.successhacker.co Join our Community at customersuccess.community Giving you the freedom to focus on your customers, not your operational challenges

36. The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Request a demo with Amity Visit getamity.com/demo

37. The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker Thank you for being here!

The Future of Customer Success is Agile

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