How to Build an Early Warning System for Customer Success

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmityHow to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity

How to Build an Early Warning

System for Customer Success

Paul PhilpFounder & CEO, Amity

@pphilp


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How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity10 Lessons For Your Startup Customer Success Game Plan - #CSwebinar @pphilp @GetAmity

Presentation

Building An Early Warning System:Lessons from Irma


Goals


Goals

Timely?


Goals

Timely?

Specific?


Goals

Timely?

Specific?

Clear?


Goals

Timely?

Specific?

Clear?

Response?

How to Build an Early Warning System for Customer Success - #CSwebinar @pphilp @GetAmity

GoalsWhy Build an Early Warning System


Presentation

Timely Action


GoalsBe Proactive


Avoid Churn


Teamwork


ElementsHow to Build an Early Warning System


PresentationClear Signals


Specific

Risks


Goals


Goals


Goal: Have a Standard Playbook


Elements of an Early Warning System

Risk

Knowledge

Response

Strategy

Monitoring

System

Signals

What Factors lead to

higher customer

Risk

Monitor all your sensors

for meaningful changes.

Monitoring

What signals provide he

best insight.

Signals

What actions will be

taken.

Response


Start Small and Iterate

Implement

MeasureImprove

Design


Define Health Score by Lifecycle Stage

Land Launch Adoption Expand Renewal

Each Stage can (should) have different signals and

responses.


Define Your Actions First

• What challenges do customers

face?

• What actions will impact the

customer challenge?

• What signals will trigger this action?


Define Your Signals

SOURCE SIGNAL Measure 1 Measure 2 Measure 3

Business Outcomes Outcome 1 > T Outcome 2 + 10% Outcome 2 > Goal

Adoption Logins > X Key Feature +

10%

Licenses > 80%

Delivery and

Operation

Customer Feedback NPS > Z

Relationship Executive Left

Onboarding On Time

Min Max Goal

Change in Trend


Enable Manual Overrides

CSMs have access to unique

observations, powerful insights

and pattern recognition.


Combine Signals into Actionable Health Score(s)

You can (should) have multiple health scores.

Signal Value Weight Score

Outcomes 0.75 0.5 0.38

Usage 0.3 0.3 0.09

Relationship 0.8 0.2 0.16

63

• By Product

• By Stage

• By Outcome

• By Industry


Share Your Signals and Health Scores

• Provide your customers with periodic ‘report cards’.

• Great opportunity to create value by providing insights.

• Also, an opportunity to demonstrate your value.


Manage you Signals and Goals

• Build a customer command center.

• Set and track goals for all signals.

• Develop customer success plans to improve low signal levels.


Your customer command center


The Pre-Amity Command Center


From Chaos to Customer SuccessAutomatic Data Collection and Analysis

Renewals

Upselling

Retention

Referrals

Trial

Conversions

Growth

Productivity

Scalability

Visibility


Data

Integration

CRM

Email

Support

Billing

Marketing

Activity

Outcomes

Customer

Insight

Health Score

Trends

Alerts

Engagement

KPIs

Outcomes

Workflow

Automation

Rules

Playbooks

Notifications

Customer

Email

Tasks

Real-time

Lifecycle

Management

Visual

Goals

Drill Down

Historical

Performance

Reporting

Dashboards

Team

Performance

Account

Performance

Portfolio

Performance

Amity Key FeaturesComplete Customer Success Suite


A Package for Every Business

… & much more!


getamity.com/demo

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Q&A


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Software

How to Build an Early Warning System for Customer Success