We all want one thing for our Customer Success operations: to positively impact the bottom line. Customer Success is still a young discipline, and it is easy to lose sight of our mission: delivering customer outcomes. When we focus on our bottom line we can put too much emphasis on internal processes. We fail to see the whole picture, and the customer on the other end of the relationship. In their effort to become more outcome-focused, Customer Success operations face a number of predictable headwinds. Understanding the impact of these headwinds helps us create strategies to manage them, and start reliably delivering customer outcomes.

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Why Customer Success Teams Lose Sight of Outcomes

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• Centralize your data
• Automate heath scoring
• Stop operating in Excel
• Collaborate on playbooks
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Why Customer Success Teams Lose Sight of Outcomes

4. Founder & CEO at Amity
I’ve spoken with 1,000+ SaaS providers
25+ years of experience in the technology industry
About Me
Why Customer Success Teams Lose Sight of Outcomes

5. The Blueprint
For
Outcome-driven
Customer
Success

6. We surveyed our customers, industry experts, and
SaaS executives.
A pattern emerged.
Everyone understands Customer Success concept,
but…
The focus is switching from ‘What to do’ to ‘How to do it’.
Why Are We
Here Today
Why Customer Success Teams Lose Sight of Outcomes

7. Implementing a Customer Success Platform, alone,
does not improve the performance of your Customer
Success program.
One Secret
Why Customer Success Teams Lose Sight of Outcomes

8. How Amity Delivers Outcome-Driven Success
Consultative Customer
Success Coaching
Customer Success
Customer
Nervous System
Product
The Blueprint For
Outcome-Driven
Customer Success
Methodology
Why Customer Success Teams Lose Sight of Outcomes

9. 1. Implementing your Customer Success program is
tough.
2.
3.
Three
Lessons
Learned
Why Customer Success Teams Lose Sight of Outcomes

10. Journey
Customer Success Complexity: The Headwinds
CSM Workflow
Capabilities
1
DATA
Data Complexity Business Complexity4
BUSINESS
2
PRODUCT
Product Complexity People Complexity5
PEOPLE
3
CUSTOMER
Customer Complexity Process Complexity6
PROCESS
Why Customer Success Teams Lose Sight of Outcomes

11. 1. Implementing your Customer Success program is
tough.
2. The performance of your Customer Success
program is limited by your ability to predictably
deliver the outcomes promised to your customers.
3.
Three Lessons
Learned
Why Customer Success Teams Lose Sight of Outcomes

12. Outcome-Driven Customer Success
Customers no longer simply purchase products, they
subscribe to the outcomes they want, when they
want them.
Modern SaaS businesses are built, not around
their products, but with the customer’s outcome at
their core.
The performance of our Customer Success programs
is limited by our ability to predictably deliver
customer outcomes.
Why Customer Success Teams Lose Sight of Outcomes

13. 1. Implementing your Customer Success program is
tough.
2. The performance of your Customer Success program
is limited by your ability to deliver the outcomes
promised to your customers.
3. Customer Success is about making your customers
more capable.
Three Lessons
Learned
Why Customer Success Teams Lose Sight of Outcomes

14. Data
FoundationCustomer Data Management
Increased Customer Visibility
by Unifying Data from Multiple
Sources
Inbox
Management
Cadence
Management
Firefighting
Management
Personal
Workflow
Minimize Time Spent on
Emergencies for Customer
Facing Practitioners
Outcome-driven Success Capabilities Map
Management
Visibility
Maximize Proactive Time
Working with the Highest
Priority Customer
Engagement
and Feedback
Strategy
Targeting
Strategy
Proactive
Strategy
Customer
Strategy
Maximize Measurable
Outcomes Delivered to
Targeted Customers
Customer
Outcome
Management
Customer
Health
Management
Customer
Lifecycle
Management
Customer Intelligence
Management
Data
Intelligence
Increased Customer Insight
Throughout the Organization

15. The Path to Outcome-driven Success
Maximize
Management
Visibility
Maximize
Measurable
Outcomes
Minimize Customer
Emergencies
Reactive Repeatable Proactive Strategic
Phase 1 Phase 2 Phase 3
Predictable Delivery,
Predictable Results
Firefighting,
Unpredictable Results
Why Customer Success Teams Lose Sight of Outcomes

16. “People don’t want a quarter-inch drill. They
want a quarter-inch hole!”
Theodore Levitt,
Marketing Myopia, HBR, 1960
Why Customer Success Teams Lose Sight of Outcomes

17. “Businesses don’t want a customer health
score. They want a healthy customer!”
Paul Philp, CEO, Amity,
Customer Success Myopia, 2018
Why Customer Success Teams Lose Sight of Outcomes

18. Q & A

19. Thank You
Why Customer Success Teams Lose Sight of Outcomes

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