Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides
Transcript of Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides
![Page 1: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/1.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Defining and Managing the EntireCustomer Lifecycle using Amity
#CSBestPractices
Sam BrennandDirector of Customer Success
![Page 2: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/2.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
HOUSEKEEPING!Get your tweet on and join the conversation
#CSBestPractices@GetAmity @Uberflip
We’ll send slides and the recording
Q&A at the end - ask them in the questions box!
(If we run out of time, tweet or email us!)
![Page 3: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/3.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Defining and Managing the EntireCustomer Lifecycle using Amity
#CSBestPractices
Sam BrennandDirector of Customer Success
![Page 4: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/4.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Meet Our Host
Paul PhilpFounder & CEO
@PPhilp@GetAmity
GetAmity.com
![Page 5: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/5.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Preview:The Amity Customer
Lifecycle Manager
![Page 6: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/6.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
![Page 7: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/7.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
The Customer SuccessRevolution
Relationships are the New Business Model
![Page 8: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/8.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
The World has Moved to a Subscription
Economy.
![Page 9: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/9.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Subscriptions are aRelationship Business
![Page 10: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/10.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Customer Success to the Rescue
Actively manage customer
relationships to reduce churn,
grow existing revenue, and
influence new sales.
![Page 11: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/11.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
The Customer SuccessRevolution
Relationships are the New Business Model
![Page 12: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/12.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Outside-In
Inside-Out
LandOnboard
Adopt
DecideLearn
Transform
QBR
Measure
This is the Customer LifecycleInside-Out View and Outside-In View
![Page 13: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/13.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Managing the Customer LifecycleThe DNA of a SaaS Business
![Page 14: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/14.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Outside-In
Inside-Out
LandOnboard
Adopt
DecideLearn
Transform
QBR
Measure
This is the Customer LifecycleInside-Out View and Outside-In View
![Page 15: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/15.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Outcom
es
Time
Customer Experience CurveThe Vendor Owns the Customer’s ‘Experience Curve’
![Page 16: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/16.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Outcom
es
Time
Customer Experience CurveThe Vendor Owns the Customer’s ‘Experience Curve’
This is the HARD work of customer success.
ProcessesTechnology
SkillsPractices
Capabilities
![Page 17: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/17.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Customer LifecycleOutcom
es
TimeOnboarding
Adoption
SuccessReview
Renewal
Expansion
Customer LifecycleMap your Customer Lifecycle to the Customer Experience Curve
![Page 18: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/18.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Time
Time
Time
Time
Time
Time
Journey Playbook
Workflow Playbook
Mapping the Customer LifecycleInternal View and External View of Each Stage
![Page 19: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/19.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Initial Key Features
10% Adoption
Team Training
Product Training
New Capabilities
Training
Initial Launch
Success Plan Signoff
Launch
Advanced Key Features.25% Outcome Goal
25% Adoption
Advanced Key Features.50% Outcome Goal
50% Adoption
Product Advice
Capability Coaching
Coaching
Day 1
Day 7
Day 14
Day 30
Day 45
Day 60
Mapping the Customer LifecycleAdoption Stage
![Page 20: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/20.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Preview:The Amity Customer
Lifecycle Manager
![Page 21: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/21.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Introduction to AmityPowerful Customer Success Software
![Page 22: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/22.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennandConfidential © 2014 Amity
Renewals
Uplift
Retention
Referrals
Advocacy
Efficiency
Productivity
Scalability
Visibility
From Chaos to Customer SuccessAmity automation eliminates manual work.
![Page 23: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/23.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Customer Success AutomationMission Control for Customer Success
![Page 24: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/24.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
DataIntegration
CRMEmail
SupportBilling
MarketingActivity
Outcomes
CustomerInsight
Health ScoreTrendsAlerts
EngagementKPIs
Outcomes
WorkflowAutomation
RulesPlaybooks
NotificationsCustomer
EmailTasks
Real-time
LifecycleManagement
VisualGoals
Drill DownHistorical
Performance
Reporting
DashboardsTeam
PerformanceAccount
PerformancePortfolio
Performance
Amity Key FeaturesComplete Customer Success Suite
![Page 25: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/25.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Q&A
#CSBestPractices
![Page 26: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/26.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Many Thanks To Our Presenter
@sambrennand@uberflip
Sam BrennandDirector of Customer Success
![Page 27: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/27.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Join Kia Puhm on March 29 for our next webinarImproving Customer Retention byManaging the Customer Journey
Visit getamity.com/resources to register!
![Page 28: Defining and Managing the Entire Customer Lifecycle using Amity Webinar Slides](https://reader036.fdocuments.net/reader036/viewer/2022062821/588a89de1a28abad628b6f6b/html5/thumbnails/28.jpg)
Defining and Managing the Entire Customer Lifecycle using Amity @GetAmity @Uberflip @SamBrennand
Let’s continue the conversation
Thank you for being here!
@GetAmity GetAmity.com