accelerating revenue growth with outcome-driven customer success webinar slides

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Accelerating Revenue Growthwith Outcome-driven Customer Success

#PracticalCustomerSuccess

Paul PhilpFounder & CEO


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Agenda

1. From Products to Outcome

2. The New Relationship DNA

3. Owning the Customer Experience Curve

4. An Outcome Maturity Model

5. Short Introduction to Amity

6. Q & A


From Products to Outcomes

Relationships are the New Business Model.


ConsumptionRevenue

Recurring Revenue

Churn

Land and

Expand

Outcome-basedValueProp

Coach

Alignment Adoption

Journey

RenewalCustomerOutcomes

Everything as a Service

From Products to Outcomes


SaaS is a Relationship Business


Outcome: something that happens as a result of an

activity or process

Not An

Outcome

Run More Ads

Better UI

Pretty Newsletters

Improved

Collaboration

Improved SEO

Is An

Outcome

Find New Customers

Write More Blog Posts

More Subscribers

Higher Revenue per

Employee

Generate More Leads

What’s An Outcome?

Total Alignment over the Lifetime of the Relationship


Poll #1

Do you track anycustomer outcomes today?


The CustomerIs Holding Vendors

Accountable for Business Outcomes

The New Value Proposition


Growth, Customer Outcomes

and Customer Success

Growth is a Function of Outcomes


Let’s Get Customer Success to do it!

Customer Success has a Large Load

Lower

Churn

Renewals

AdoptionReferrals

Drive

UpsellsDrive Customer

Growth


The Best Customer Success Strategy?

Focus on Generating

Customer Outcomes.

Predictably. Scalably. Repeatably. Affordably.

Customer Success has a Large Load


Customer Success: a Key Business Process

A Company Wide Business Process


Poll #2

Where does customersuccess report?


The New Relationship DNA

Growth is a Function of Alignment


The DNA of Software Success

Vendor

Success

Process

Customer

Success

Journey




Vendor

Success

Process

Customer

Success

Journey


Land

Decide



Vendor

Success

Process

Customer

Success

Journey


Land

Decide

Adopt

Transform



Vendor

Success

Process

Customer

Success

Journey


Land

Decide

Adopt

Transform

Expand

Outcomes



Vendor

Success

Process

Customer

Success

Journey


Land

Decide

Adopt

Transform

Expand

Outcomes

Renew

Evaluate


Owning the Customer

Experience Curve

You are Accountable for the Customer’s Outcomes


Customer Experience Curve

Outc

om

es

Time

This is the HARD

work of customer

success.

Processes

Technology

Skills

Practices

Capabilities

The Vendor Owns the Customer’s ‘Experience Curve’


Customer Outcome (Success) Plan

OUTCOMES

PROCESSES

TOOLS

CAPABILITIES

SKILLS

PRACTICES

KPIs

ACTIVITIES

A Lot More Than Effectively Using Your Products


An Outcome Maturity Model



Customer Outcome Maturity Model

03

ManagedSome features buying and selling 02

RepeatableSome features

buying and selling

Ad HocSome features buying and selling

01

OptimizingSome features

buying and selling

05

04

MeasuredSome features buying and selling


Capability Tracks

Customer Insights

Customer Outcome and Journey

Vendor Success

Service Delivery

Three Capability Tracks


Customer Insight Track

Basic Usage Tracking

Descriptive Metrics

Explore and Discover

Predictive Analytics

Advisory Analytics


Poll #3

What level is your customer insight process at today?


Customer Journey Map

Define Customer Outcomes

Map Customer Journey

Customer Outcome Insights

Track Customer Journey

Customer Performance Insights

Outcome Delivery Capabilities


Vendor Success Track

Recurring Pricing

Consumption Pricing

Outcome Aligned Pricing

Outcome Driven Pricing

Recurring Revenue

Financial Management Capabilities


Service Delivery Track

Product Support

Reactive Customer Success

Proactive Coaching

Strategic Advisory

Outcome Engineering

Financial Management Capabilities


Wrap Up

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.

Outcome Focus Aligns Vendors and Customer Interests


Introduction to Amity

Powerful Customer Success Software


Powerful Customer Success Software

Amity Enables

High-Precision

Relationships.Quantified

Relationships

Algorithmic Relationship Managment

Smart

Playbooks

Insight Reports

Purpose Built for Outcome-driven Customer Success


Benefits

High Precision Relationships

1. Increase Control and Confidence

(no surprises).

2. Scalable Process.

3. Increase Team Productivity.

4. Customer Success becomes

strategic hub for entire business.


Value Proposition

Drive Revenue Growth

1. Minimize Churn.

2. Maximize Upsell and Cross-sell.

3. Maximize Secondary Revenue

(References, Referrals,

Advocates).

4. Minimize Cost.


Q & A



Thank You!For more information contact:

Paul Philp, Founder & CEO

[email protected]


Join us for a public demo and receive a freeCustomer Success Hero T-Shirt!

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http://getamity.com/resources


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@GetAmity GetAmity.com