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

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

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Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

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

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

From Products to Outcomes

Relationships are the New Business Model.

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

ConsumptionRevenue

Recurring Revenue

Churn

Land and

Expand

Outcome-basedValueProp

Coach

Alignment Adoption

Journey

RenewalCustomerOutcomes

Everything as a Service

From Products to Outcomes

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

SaaS is a Relationship Business

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

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

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Poll #1

Do you track anycustomer outcomes today?

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

The CustomerIs Holding Vendors

Accountable for Business Outcomes

The New Value Proposition

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Growth, Customer Outcomes

and Customer Success

Growth is a Function of Outcomes

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Let’s Get Customer Success to do it!

Customer Success has a Large Load

Lower

Churn

Renewals

AdoptionReferrals

Drive

UpsellsDrive Customer

Growth

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

The Best Customer Success Strategy?

Focus on Generating

Customer Outcomes.

Predictably. Scalably. Repeatably. Affordably.

Customer Success has a Large Load

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Customer Success: a Key Business Process

A Company Wide Business Process

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Poll #2

Where does customersuccess report?

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

The New Relationship DNA

Growth is a Function of Alignment

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

The DNA of Software Success

Vendor

Success

Process

Customer

Success

Journey

Total Alignment over the Lifetime of the Relationship

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

The DNA of Software Success

Vendor

Success

Process

Customer

Success

Journey

Total Alignment over the Lifetime of the Relationship

Land

Decide

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

The DNA of Software Success

Vendor

Success

Process

Customer

Success

Journey

Total Alignment over the Lifetime of the Relationship

Land

Decide

Adopt

Transform

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

The DNA of Software Success

Vendor

Success

Process

Customer

Success

Journey

Total Alignment over the Lifetime of the Relationship

Land

Decide

Adopt

Transform

Expand

Outcomes

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

The DNA of Software Success

Vendor

Success

Process

Customer

Success

Journey

Total Alignment over the Lifetime of the Relationship

Land

Decide

Adopt

Transform

Expand

Outcomes

Renew

Evaluate

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Owning the Customer

Experience Curve

You are Accountable for the Customer’s Outcomes

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

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’

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Customer Outcome (Success) Plan

OUTCOMES

PROCESSES

TOOLS

CAPABILITIES

SKILLS

PRACTICES

KPIs

ACTIVITIES

A Lot More Than Effectively Using Your Products

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

An Outcome Maturity Model

You are Accountable for the Customer’s Outcomes

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

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

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Capability Tracks

Customer Insights

Customer Outcome and Journey

Vendor Success

Service Delivery

Three Capability Tracks

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Customer Insight Track

Basic Usage Tracking

Descriptive Metrics

Explore and Discover

Predictive Analytics

Advisory Analytics

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Poll #3

What level is your customer insight process at today?

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Customer Journey Map

Define Customer Outcomes

Map Customer Journey

Customer Outcome Insights

Track Customer Journey

Customer Performance Insights

Outcome Delivery Capabilities

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Vendor Success Track

Recurring Pricing

Consumption Pricing

Outcome Aligned Pricing

Outcome Driven Pricing

Recurring Revenue

Financial Management Capabilities

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Service Delivery Track

Product Support

Reactive Customer Success

Proactive Coaching

Strategic Advisory

Outcome Engineering

Financial Management Capabilities

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

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

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Introduction to Amity

Powerful Customer Success Software

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

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

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

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.

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Value Proposition

Drive Revenue Growth

1. Minimize Churn.

2. Maximize Upsell and Cross-sell.

3. Maximize Secondary Revenue

(References, Referrals,

Advocates).

4. Minimize Cost.

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Q & A

You are Accountable for the Customer’s Outcomes

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Thank You!For more information contact:

Paul Philp, Founder & CEO

paul@getamity.com

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

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

Visit getamity.com/resources to register!

Driving Revenue Growth with Outcome-driven Customer Success @GetAmity

Let’s continue the conversation

Thank you for being here!

@GetAmity GetAmity.com