Driving Product Adoption with Insight-driven Playbooks

Paul Philp – CEOTel: 925-736-7876 | paul@getamity.com

Agenda

1. The Customer Success Revolution

2. Why Focus on Adoption

3. Owning the Customer Experience Curve

4. Insight-driven Playbooks

5. Short Introduction to Amity

6. Q & A

The Customer Success Revolution

Relationships are the New Business Model.

The World has Moved to a Subscription

Economy.

Subscriptions are a Relationship Business

The DNA of Subscription SuccessTotal Alignment over the Lifetime of the Relationship

Vendor Success Process

CustomerSuccessJourney

LandAdopt

Expand

DecideTransform

Outcomes

Customer Success to the Rescue

Actively manage

customer relationships

to reduce churn, grow

existing revenue, and

influence new sales.

Customer Success: a Key Business ProcessA Company Wide Business Process

Why Focus on Adoption?

Growth is a Function of Outcomes

Low AdoptionWell, I bought a membership.

Ineffective AdoptionSure, they are using the product now, but ….

Effective AdoptionNice outcomes!

Adoption is the Foundation of Customer SuccessSystematic Adoption Management

AdoptionManagement

CustomerOutcomesRevenue

ConsumptionRevenue

Recurring Revenue

Churn

Land and

Expand

Outcome-basedValueProp

Coach

Alignment

Adoption

Journey

RenewalCustomerOutcomes

Everything as a Service

From Adoption to Outcomes

Owning the Customer Experience Curve

You are Accountable for the Customer’s Outcomes

Customer Experience CurveThe Vendor Owns the Customer’s ‘Experience Curve’.

Outcom

es

Time

Customer Experience CurveThe Vendor Owns the Customer’s ‘Experience Curve’.

Outcom

es

Time

This is the HARD work of customer success.

ProcessesTechnology

SkillsPractices

Capabilities

Mapping the Experience CurveCustomer Success Plan

Outcomes Date Key Featues

Outcome 1 Value 1 Key Featue 1

Outcome 2 Value 2 Key Featue 2

Outcome 3 Value 3 Key Featue 3

Outcome 4 Value 4 Key Featue 4

Mapping the Experience CurveCustomer Success Plan

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 Coacing

Coaching

Time

Time

Time

Time

Time

Time

Mapping the Experience CurveCustomer Success Plan

Time

Time

Time

Time

Time

Time

Journey Playbook

Workflow Playbook

Customer Experience CurveMonitoring the Customer’s ‘Experience Curve’.

Outcom

es

TimeInsight 1

Insight 2

Insight 3

Insight 4

Insight 5

InsightsSpotlighting What is Important Now

An Insight Spotlights Important Situations

Not DataNot MetricsNot Dashboards

InsightsInsights Provide an Opportunity for Action

An Insight Spotlights Important Situations

Not DataNot MetricsNot Dashboards

Types of InsightsMany different types of useful insights.

Status Insights - A process or person is ahead of plan or behind time.

Outcome Insights - An outcome is ahead of plan or behind plan (goal, date).

Trend Insights – A key metric has deviated from its recent trend.

Risk Insights - The risks of a part of the system increased or decreased.

Event Insights - Something good or something bad happened.

Velocity Insights – A process sped up or slowed down.

What is a PlaybookPlaybooks standardize and automate workflows.

Types of PlaybooksDifferent Playbooks for Different Jobs

Manual Playbooks

Checklist Playbooks

Automatic (Rule-based) Playbooks

Hybrid Playbooks

Campaign Playbooks

Insight-driven PlaybooksHigh Precision Relationship Management

Stage 1 Stage 2 Stage 3

Actions Actions Actions

Next Playbook

Insights

Example PlaybooksFor Every Customer Success Job

Internal Workflows

Onboarding, Trial Conversion, Quarterly Business Review,Renewals, Upselling, Risk Management, Training, Intensive Care

Journey Playbooks

Adoption Management, Journey Management, New Feature Adoption, Quota(Consumption) Management

Wrap UpOutcome Focus Aligns Vendors and Customer Interests

1. Outcome-focused Customer Success is a critical company-wide business process.

2. Owning the customer learning curve is key to customer success.

3. Deep vertical knowledge is a critical asset.

Introduction to Amity

Powerful Customer Success Software

Powerful Customer Success SoftwarePurpose Built for Outcome-driven Customer Success

Amity Enables High-Precision Relationships.Quantified

Relationships

Algorithmic Relationship Managment

SmartPlaybooks

Insight Reports

BenefitsHigh Precision Relationships

1. Increase Control and Confidence (no surprise).

2. Scalable Processes.

3. Increase Team Productivity.

4. Customer Success becomes a strategic hub for

entire business

Value PropositionDrive Revenue Growth

1. Minimize Churn

2. Maximize Upsell and Cross-sell

3. Maximize Secondary Revenue

(References, Referrals, Advocates)

4. Minimize Cost

Q & A

You are Accountable for the Customer’s Outcomes

For more information contact:Paul Philp, Founder & CEO

paul@getamity.com

Thank You

Confidential © 2014 Amity