3. Summary
Amity helps SaaS companies dramatically improve retention, adoption, renewals and up-sells by
enabling them to instrument and automate their service delivery (e.g. Customer Success, Account
Management, Trial Management, On-boarding, Training, etc).
Amity is the only platform that integrates business and customer usage data with intelligent workflow
automation, providing timely insights and levers to take effective action. Amity transforms service
delivery operations from a cost center into a predictable, growing recurring revenue engine.
We are encouraged by the response from our first twenty. They have quickly become reliant on Amity
to provide the right service, to the right customer at the right time. And the Executive customer
dashboards provide the executive with complete visibility into the past performance of their customer
operations, the current status of every account, and their future contribution to growth. We’ve been
adding one new trial / week for three months now, and the Sales Funnel has become too large for the
CEO to manage on his own!
It’s time to grow.
VALUE: How businesses are coping now – exciting opportunity!
It costs 97 cents for every dollar of new business – but only 13 cents for every dollar of repeat business.
SaaS companies are trying to develop a personal coaching relationship with customers so that they start with a ‘wow’ experience, and deepen trust and confidence.
This is now every SaaS company’s goal.
How to spot a new business opportunity:
Find a new business process that is being managed with spreadsheets, and automate it.
Been there done that team.
Expanding to Sales.
VALUE: Interest – I can make money. This is a scary business problem.
That’s how important churn rate is.
That extra $8M is ‘found money’.
VALUE: Creating a future!
Change is hard. This isn’t a small change.
We are changing the nature of the relationship between vendors and customers.
Before: view of a Relationship as a ‘thing’. But really – it’s a series of actions.
VALUE: Anchoring. Concrete understanding.
It is becoming increasingly apparent, the more I speak to SaaS companies with similar customer operations challenges that Salesforce – which used to get you to the finish line - now only gets you to the starting line. Because the starting line today is a trial, a pilot, a freemium offer or a small implementation to demonstrate a low cost use case
Existing CRMs don’t understand recurring revenue businesses. The first close is only the beginning.
VALUE: Insight. This is how it’s done now.
This is what it looks like today.
Ken’s problem: no workflow for conversions or customer success – no levers to pull.
VALUE: Insight. This is how it’s done now.
This is what it looks like today.
Ken’s problem: no workflow for conversions or customer success – no levers to pull.
VALUE: Insight. This is how it’s done now.
This is what it looks like today.
Ken’s problem: no workflow for conversions or customer success – no levers to pull.
VALUE: Reassurance – Paul’s not making it up.
SaaS is growing fast.
VALUE: I can see the market.
Customer management is 10% of this B2B 2.0 Market.
It will be a billion dollar category.
VALUE: Reality – I can see how somebody signs up, and how much I make.
This is our pricing model today.
Deal size of about $12K/year.
In the next couple of years, we’ll be rolling out new product features which will increase deal size.
VALUE: who’s doing what.
Pick on examples to illustrate what the categories mean.
Key players:
Gainsight
Totango
RelateIQ
Intercom
