10 best practices to add automation to your customer success process
TRANSCRIPT
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
10 Best Practices to Add Automation to Your Customer
Success Process
Paul Philp, @PphilpFounder and CEO, Amity
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Customer Success
Human Duct Tape
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Duct Tape Customer Success
ChaoticManualFirefightingManualAd-hocPerson Dependent
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
The Cost of Duct Tape Customer Success
SurprisesChurnExpensiveError ProneNot ScalableMissed OpportunityLittle Innovation
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Why Automation?Leverage your unique capabilities that help your customer produce the outcomes they want.
Same Effort
Proactively increased customer outcomes.
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Why Automation?Domain expertise.Relationship.Creativity.Leadership.Solutions.Coaching.
Repetition.
Rules.Report.
ScalabilityInnovationPerformanceProductivity
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Intelligent Agents for Automation
Observe
DecideAct
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
10 Key Practices for Customer Success Automation
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
1. Automate Data Gathering
CRM
User Activity
KPIs and Outcomes
Marketing
Tickets
Billing and
Financial
NPS / CSAT
Customer Hub
1/3 of a CSM’s time is data gathering.
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
2. Automate Insight: Early Warning System
Critical Tickets
Health Scores
Usage Trend Changes
Escalations
Outcome Targets and
Goals
Benchmark Indexes
Upsell Opportunities
Operational Delays
Engagement Trends
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
3. Automate Synchronization
When Trial Converts
Update SFDC OpportunityUpdate HubSpot ContactIncrease Trial Playbook Health ScoreCreate Xero Contact
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
4. Augment Manual Workflows
Implementation
Onboarding
Training
Renewals
Escalations
Quarterly Business Reviews
Upselling
References and Referrals
Step1 Tasks
TimelineStep3 Tasks
TimelineStep3 Tasks
Timeline
Step2 Tasks
TimelineStep4 Tasks
TimelineStep5 Tasks
Timeline
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
5. Identify and Eliminate Bottlenecks
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
6. Automate Trial Conversions
Behavioral Emails
Identify “Hot Prospects”
Automatic Conversion
Reporting and Analytics
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
7. Automate “High/Low Touch” Customer
High Touch
Low Touch
Moderate Touch
Product ‘A’
Product ‘B’
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
8. Automate Champion ‘Hard Bounce Email’
LinkedIn and Social Media is Unreliable Indicator.
Bounced emails are a strong indicator.
When your champion leaves, it is a urgent challenge to develop a new champion.
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
9. Automate Customer Value Emails
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
10. Automate Customer Journey Tracking
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
AmityThe Open Customer Success Platform.
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
The Pre-Amity Command Center
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
From Chaos to Customer SuccessAutomatic Data Collection and Analysis
Renewals
TrialConversions
Visibility
Upselling
Retention
Referrals
Growth
Productivity
Scalability
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Amity Key FeaturesComplete Customer Success Suite
DataIntegration
CRMEmail
SupportBilling
MarketingActivity
Outcomes
CustomerInsight
Health ScoreTrendsAlerts
EngagementKPIs
Outcomes
WorkflowAutomation
RulesPlaybooks
Notifications
CustomerEmailTasks
Real-time
LifecycleManagement
VisualGoals
Drill DownHistorical
Performance
Reporting
DashboardsTeam
PerformanceAccount
PerformancePortfolio
Performance
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Simplify Day to
Day Workflow
Amity BenefitsDramatically Improve CSM Productivity
Unify all Custome
r Data
Highlight Churn /
Upsell Focus on the Right
Customer
Automate
Routine Tasks
Early Warning System
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Q & A
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Join our upcoming webinar on October 5th at 1pm ET:
10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity
@Pphilp
Thank you for being here!
#CSAutomation