how to drive efficiency with automated customer success plays
TRANSCRIPT
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How to Drive Efficiency With Automated Customer Success
Plays
Irit Eizips CEO, CSM Practice@iriteizips
How to Drive Efficiency With Automated Customer Success Plays
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Housekeeping!Get your tweet on and join the conversation!
#CSwebinar@GetAmity @IritEizips
Ask your questions in the chat box at any time!
We will send the slides to everyone tomorrow
How to Drive Efficiency With Automated Customer Success Plays
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How toDrive Efficiency
And Scale
With
Automated Success Plays
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Tell me!What is your main engagement
model?
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Tell me!
Have you already tried Automated Success
playbooks?
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You are in the right Webinar
You currently have a CSM team BUT you want to do more, faster.
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You are in the right webinar
You want to create a highly engaging experience for ALL clients
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You are in the right Webinar
You thought about improving your existing customer success strategy in a way that would free you up to do more every day, so you can be proactive and strategic in your approach.
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Webinar Series!Scaling Customer SuccessWebinar topic DateScaling Customer Success with automated success plays Feb 23
Scaling Customer Success by increasing pro-activeness with productivity tools
Mar 22
Scaling Customer Success by demonstrating value to the board and getting your budget approved
Apr 19
Scaling Customer Success with a well defined engagement model and proper account segmentation
May 31
Scaling Customer Success by creating responsible customers Jun 28
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Me
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● Provides a range of Customer Success consulting services:
○ Strategy services
○ Software Services:
○ CSM Operating systems
○ Salesforce for Customer Success
○ Customer Analytics
● 15 team members
● Clients in US, Asia, and Europe
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CSM Teams don’t become GREAT on their
own. To get great results from team,
the secret is to help them scale through automation of repeatable plays.
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This is how you SCALE
with Automated Success Plays
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Free Cheat Sheet Playbooks AutomationThe check list help you get started in implementing your success playbooks automation.
NUMBER ONE
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3automation
Plays
To scale customer success
► The ONBOARDING playbooks
► The ADOPTION playbooks
► The SAVE playbooks
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How to scaling with automated plays promotes
will help you nail your onboarding process
(For complex and self onboarding)
Onboarding
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How to promote adoptionthat promotes usage
like crazy(Leverage usage data to the max)
Adoption
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Strategies that are working right now to automatically identify and
save customers AT RISK
Save
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How to increase scalability, efficiency and
effectiveness using automated customer
success plays
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Imagine the feeling
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So where do we start?
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The Three MAGICAL success plays
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Introducing automation during onboarding
that promotes efficiency like crazy
Onboarding Plays
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Create a definedJourneyYour users’ first experience is absolutely critical. Here’s how to make it count.
1 Love at First Sight
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What’s easierstarting a journey when you have no idea where you’re going, or starting a journey when you know exactly what it will take to complete?
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Tell me!Are you responsible for onboarding?
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Onboarding Automated Plays
• Use a progress meter• Break every step and task assignments• Email sequence based on onboarding survey • Visual instructions• Short training videos• Internal process automation (calls to action and handoffs)
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Tell me!What onboarding tools are you
currently using?
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Tools that will help you scale onboarding
• An in-app walk through tool:• WalkMe• AppCues • Nickelled
• An In-App message/support solution:
• Intercom• Zendesk Zopim
• Usage tracking:• Pendo• Mix Panel• Segment.io
• Integration:• Zapier
• Communication Channel:• Slack• Salesforce Community• Lithium
• Email Automation• CSM Ops system (Amity, etc)• Marketing automation (Marketo,
Pardot, mail chimp, etc)• Survey
• Survey Monkey• Pendo• CSM Ops solution
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What about complex onboarding?
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The “Complex Onboarding” Tools
Tools & Data you’ll needCRM System
Improve handoffsTrack ContactsScore users and accountsIntegrate with other systems
CSM System
Define calls to actionTrack milestonesIdentify delayed onboardingAdd email templatesTrigger emails based on milestonesReportshealthscoresSurveys
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Automation Strategies that work to get a higher Adoption
Adoption Phase
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Uncover OPPORTUNITIESLay the foundation for a a Customer 360 view and more automation
2 C360
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360 view of your customers Healthscore
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Customer SuccessSystem
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The “Customer 360” Recipe
Engagement model
• High/Mid Touch
Tools & Data you’ll need
• Data Integration (Built in or customized)
• Database (use your CSM system as a mini warehouse)
• CSM System• Built in dashboards• C360 view• Health-score
• Usage data analysis
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Automated plays that increase adoption• Sticky features• Differentiating features• Benchmark against other clients
• Use cases they can do too• Increase perceived value• The recipe for quick value realization
• Weekly online workshops• How to Webinars• Email campaigns• Self paced training (videos, etc)
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The Challenge
The client wanted to modify their classic account managers structure to a model based on customer success.
The Solution• Defined the key activities and related
playbooks • Increased visibility to client data• Introduced scalability through a CSM Platform
which promoted transparancy and automation of calls to action and success playbooks
The Impact• Significant improvement to customer insights
which improved the team’s proactive approach to customer success and their ability to promote and discus value with their customers.
Thanks to the CSM Practice expertise we were
able to successfully realign our customer
success strategy (and implemented a CSM
Operations tool) in a way that delivered
significant value around customer insight.
This has directly improved how we manage
our customer base. I'd highly recommend Irit
and the team at CSM Practice to any
company.
Mike MarchettiDirector of Operations
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How to skyrocket your ability to identify and quickly save customers
at-risk
The SAVE playbooks
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Track, Score, Reach Out, Save
3 SAVE
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The “SAVE Playbooks” Recipe
Engagement model
• High/Mid Touch
Tools & Data you’ll need
• CSM Operations system:• Track Lifecycle milestones, usage trends,
etc.• Define and trigger calls to action and
playbooks• Reports – track and monitor bandwidth
and CTA status• Cross organizational communication
system (Slack, Salesforce Chatter, etc)• Integration with other systems (to feed
Customer Data for triggers)*
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Risk “Watch List”• No Contact 7 days after new clients signed up• Product Issues logged in Support System • High level of no use• High level of inactivated users• Low NPS scores received • 30 Days Post Kickoff Date – Low Usage/engagement
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Automatically assign Playbook to CSM
Define the Call to Action• Define the Goal of the Playbook:
• Slow Adoption post Go Live
• Value for Customer: • Ensure all users are trained in a timely manner,
work with decision maker and executive sponsor on change management.
• Define Success criteria:• High adoption/usage 30-45 days post kickoff.
• Define Owner:• Customer Success Manager
Define Playbook TasksExample:• 1. “Go Live” Stage/Training Kickoff Date is entered
manually by CSM into the system. • 2. 30 days post training kickoff date, if case has not
moved into Adoption Stage– automatic trigger sending reminder email to CSM that Go Live has exceeded 30 day limit
• 3. Schedule full introduction with Executive Sponsor and business lead. Goal of Call: Establish “homework assignment” for users to complete (7-10 days) to promote adoption
• 4. Send ghost written email to executive sponsor to distribute to users.
• 5. Follow up with executive sponsor on completion of homework assignment.
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CEO WelcomeThe first try is not always smooth. An email from your CEO can make a difference.
Unexpected Hello!
Adoption
4
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The “Hello from CEO” Recipe
Engagement model
• High/Mid Touch• Tech Touch
Tools & Data you’ll need
• Contact info (Who to send the email to)
• Email automation (trigger/template/tracking)
• C360 (track engagement)
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It’s time for you to step onto the lime
light, look at what works, and automate
repeatable processes…
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… Automation that takes MUCH of the
manual effort out of the customer success
process and promotes maximizing
efficiency and consistency for your entire
book of business.
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It’s your time!
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Nothing I’ve shared with you today is theory. Every single one of these automation strategies are used by other Customer Success teams to maximize scalability and efficiency for their entire customer base.
Remember…
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Want to know how to design your AUTOMATED SUCCESS
PLAYS to maximize SCALABILITY?
(Without having to invest in new tools)
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Free Cheat Sheet Playbooks AutomationThe check list help you get started in implementing your success playbooks automation.
NUMBER ONE
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Free Assessment of your Current CSM solutionAssessing the data and systems you have is the first step in setting up a plan for scaling your customer success team.
This bonus free assessment will help you include this step in your ability launch an automation and scalable initiative without needing to invest in a additional tools.
Text HelpMeScale to 44222 to schedule a free assessment of your
Salesforce or CSM Solution
NUMBER TWO
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What will you get• Live review and discussions with Customer Success technology experts
• Deeper understanding for customer success best practices
• Recommendations to scaling your team without purchasing new tools
• Better insights on how to better leverage your Customer Data
• Enhancement suggestions to architecting your Salesforce or CSM solution architecture
Text HelpMeScale to 44222 Schedule a free assessment of your Salesforce or CSM Solution
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What will you CREATE• An effective strategy and clear prioritization for automating playbook
• Reduce manual processes
• More value from your current CSM solution
• Consistent delivery of playbooks across team members and customer segments
• Improve cross functional collaboration
• A lower rate of churn with your SMB accounts
• Higher adoption, usage and stickiness
Text HelpMeScale to 44222 Schedule a free assessment of your Salesforce or CSM Solution
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Hurry up!To qualify:
• Must have either Salesforce or a CSM Solution already in place
• Only the first 10 will receive this free assessment.
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Text HelpMeScale to 44222 Schedule a free assessment of your Salesforce or CSM Solution
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Customer Success
Software Services
Customer Success
Strategy Services
Data Load &
Salesforce
for Customer Success Services
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Facebook.com/csmpractice
CSMpractice.com/blogs
@csmpractice
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Questions?
Text ASSESSMENT to 44222 Schedule a free assessment of your Salesforce or CSM Solution
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Request a demo with Amitygetamity.com/demo
How to Drive Efficiency With Automated Customer Success Plays
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Thank you for being here!
How to Drive Efficiency With Automated Customer Success Plays