The Future of Customer Success is Agile

The Future of Customer Success is Agile #CSwebinar @GetAmity @Success_Hacker

The Future of Customer Success is Agile

Todd EbyCo-Founder & CEO, SuccessHacker@toddceby


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

Cus-tomer

Success isn’t easy.


It’s a challenge rich environ-ment.


Driving Execution.1


Doing the Right Things.2


Rising above the "Whirlwind".3


Bridging Internal Silos.4


Increasing Transparency.5


Remaining Customer-centered.6


Sustaining the Pace.7


Why isn’t there a common solu-tion?


What would it look like?


Adaptable.1


Prioritized.2


Transparent.3


Responsive.4


Empowering.5


Experimental.6


The way forward is Agile.


Going Agile.


As a mindset.1


An organizational principle.2


An Operational paradigm.3


What you do is what you be-come.


Ideas action


Building a beautiful strategyin PowerPoint is easy.


Executing on the vision, not so much.


Start small.


Think big.


“”

We’ve found that Scrum [Ag-ile] can

double the production of any-thing –

it doesn’t matter whether it’s sales,

marketing, software, finance...It works

everywhere.


AGILE

TheFUTURECustomer

Successof

is


Voice of the Customer over assumptionsProactive over reactive

Iteration over big strategyExperimentation and data over opinions and

conventionsInternal collaboration over one way communica-

tion

Agile Success Manifesto


Q & A


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The Future of Customer Success is Agile