Automation can simplify your Customer Success operations. When adding automation your Customer Success process, taking the right steps can help you save time and money. When done wrong, CS automation can cause frustration for both your team and to your customers.
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10 Best Practices to Add Automation to Your Customer Success Process
1. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
10 Best Practices to Add
Automation to Your Customer
Success Process
Paul Philp, @Pphilp
Founder and CEO, Amity
2. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Customer
Success
Human
Duct Tape
3. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Duct Tape Customer Success
Chaotic
Manual
Firefighting
Manual
Ad-hoc
Person
Dependent
4. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
The Cost of Duct Tape Customer
Success
Surprises
Churn
Expensive
Error Prone
Not Scalable
Missed
Opportunity
Little Innovation
5. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Why Automation?
Leverage your unique
capabilities that help
your customer produce
the outcomes they want.
Same Effort
Proactively
increased
customer
outcomes.
6. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Why Automation?
Domain expertise.
Relationship.
Creativity.
Leadership.
Solutions.
Coaching.
Repetition.
Rules.
Report.
Scalability
Innovation
Performance
Productivity
7. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Intelligent Agents for Automation
Observe
DecideAct
8. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
10 Key Practices for Customer
Success Automation
9. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
1. Automate Data Gathering
CRM
User Activity
KPIs and
Outcomes
MarketingEmail
Tickets
Billing and
Financial
NPS /
CSAT
Customer
Hub
1/3 of a CSM’s
time is data
gathering.
10. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
2. Automate Insight: Early Warning
System
Critical Tickets
Health Scores
Usage Trend
Changes
Escalations
Outcome
Targets and
Goals
Benchmark
Indexes
Upsell
Opportunities
Operational
Delays
Engagement
Trends
11. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
3. Automate Synchronization
When Trial
Converts
Update SFDC Opportunity
Update HubSpot Contact
Increase Trial Playbook Health
Score
Create Xero Contact
12. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
4. Augment Manual Workflows
Implementation
Onboarding
Training
Renewals
Escalations
Quarterly
Business Reviews
Upselling
References and
Referrals
Step1
Tasks
Timeline
Step3
Tasks
Timeline
Step3
Tasks
Timeline
Step2
Tasks
Timeline
Step4
Tasks
Timeline
Step5
Tasks
Timeline
13. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
5. Identify and Eliminate Bottlenecks
14. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
6. Automate Trial Conversions
Behavioral
Emails
Identify “Hot
Prospects”
Automatic
Conversion
Reporting and
Analytics
15. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
7. Automate “High/Low Touch” Customer
High Touch
Low Touch
Moderate
Touch
Product ‘A’
Product ‘B’
16. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
8. Automate Champion ‘Hard Bounce
Email’
LinkedIn and
Social Media is
Unreliable
Indicator.
Bounced emails
are a strong
indicator.
When your champion
leaves, it is a urgent
challenge to develop a
new champion.
17. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
9. Automate Customer Value Emails
18. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
10. Automate Customer Journey Tracking
19. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Amity
The Open Customer Success Platform.
20. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
The Pre-Amity Command Center
21. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
From Chaos to Customer Success
Automatic Data Collection and Analysis
Renewals
Trial
Conversions
Visibility
Upselling
Retention
Referrals
Growth
Productivity
Scalability
22. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Amity Key Features
Complete Customer Success Suite
Data
Integration
CRM
Email
Support
Billing
Marketing
Activity
Outcomes
Customer
Insight
Health Score
Trends
Alerts
Engagement
KPIs
Outcomes
Workflow
Automation
Rules
Playbooks
Notifications
Customer
Email
Tasks
Real-time
Lifecycle
Management
Visual
Goals
Drill Down
Historical
Performance
Reporting
Dashboards
Team
Performance
Account
Performance
Portfolio
Performance
23. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Simplify
Day to Day
Workflow
Amity Benefits
Dramatically Improve CSM Productivity
Unify all
Customer
Data
Highlight
Churn /
Upsell
Focus on
the Right
Customer
Automate
Routine
Tasks Early
Warning
System
24. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Q & A
25. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Join our upcoming webinar on October 5th at 1pm ET:
26. 10 Best Practices to Add Automation to Your Customer Success Process #CSAutomation @GetAmity @Pphilp
Thank you for being here!
#CSAutomation