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Aileen Duffy - How Customer Success Can Help You Win: Four Lessons From Startup To IPO (Turing Fest 2022)

Aileen Duffy - How Customer Success Can Help You Win: Four Lessons From Startup To IPO (Turing Fest 2022)

In this talk, Aileen will explore four key lessons learned on the Customer Success journey from her time at a 10-person start-up, all the way through IPO with Amplitude. This talk will explore why we need Customer Success, why retention is a team sport, how data drives successful teams and what changes as you scale.

Head to www.turingfest.com to learn more about Europe's best cross-functional tech conference.

Turing Fest

August 15, 2022
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  1. How Customer Success can help you win: Four lessons from

    startup to IPO Aileen Duffy | Success Manager, Amplitude 28/07/2022
  2. © 2022 Amplitude Inc. Confidential. All Rights Reserved. What is

    Customer Success? Why we need Customer Success “Customer success is a business method that uses your product or service to help customers achieve their objectives. It’s relationship-focused client management that aligns your customer with your company’s goals—igniting beneficial outcomes for everyone involved.” Gainsight 2022
  3. © 2022 Amplitude Inc. Confidential. All Rights Reserved. What is

    Customer Success? Why we need Customer Success “Customer success is a business method that uses your product or service to help customers achieve their objectives. It’s relationship-focused client management that aligns your customer with your company’s goals—igniting beneficial outcomes for everyone involved.” Gainsight 2022 Retain & Grow
  4. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Core Competencies

    of the CSM Role Why we need Customer Success Proactive Management Strategic Alignment Data Collection Account Planning
  5. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Core Competencies

    of the CSM Role Why we need Customer Success Proactive Management Strategic Alignment Data Collection Account Planning Voice of the Customer Champion of the Business
  6. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Core Competencies

    of the CSM Role Why we need Customer Success Proactive Management Strategic Alignment Data Collection Account Planning Voice of the Customer Champion of the Business
  7. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Core Competencies

    of the CSM Role Why we need Customer Success Proactive Management Strategic Alignment Data Collection Account Planning Voice of the Customer
  8. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success

    is all about retention Retention is a team sport
  9. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success

    is all about retention Retention is a team sport
  10. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success

    is all about retention Retention is a team sport
  11. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success

    is all about retention Retention is a team sport
  12. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Sales Strong

    negotiators, understand limits and can provide commercial solutions Customer Success Technical knowledge, contextual expertise of customers goals and status Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
  13. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Marketing Present

    new product strengths, create opportunities, running events and awards Customer Success Technical knowledge, contextual expertise of customers goals and status Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
  14. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Marketing Present

    new product strengths, create opportunities, running events and awards Customer Success Technical knowledge, contextual expertise of customers goals and status Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
  15. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Product Technical

    experts, vision of roadmap, building best possible version of the platform Customer Success Technical knowledge, contextual expertise of customers goals and status Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
  16. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success

    Bringing past experience to the table Customer Success Trial, experiment, and learn Better Outcomes Customer has smoother experience, team learns from each other, higher likelihood of retention/ resolution Retention is a team sport
  17. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data

    in CS “Experience” Data Customer Interactions Feedback Internal Information
  18. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data

    in CS “Experience” Data Customer Interactions Feedback Internal Information
  19. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data

    in CS “Experience” Data Customer Interactions Feedback Internal Information
  20. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data

    in CS Measurable Data Product Usage Company Information Financials
  21. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data

    in CS Measurable Data Product Usage Company Information Financials
  22. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data

    in CS Measurable Data Product Usage Company Information Financials
  23. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Different levels

    of maturity with data Data Drives successful teams Title Here 
 Body copy lorem ipsum dolor amet Title Here 
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  24. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Different levels

    of maturity with data Data Drives successful teams Title Here 
 Body copy lorem ipsum dolor amet Title Here 
 Body copy lorem ipsum dolor amet Title Here 
 Body copy lorem ipsum dolor amet Source here (if needed)
  25. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Different levels

    of maturity with data Data Drives successful teams Title Here 
 Body copy lorem ipsum dolor amet Title Here 
 Body copy lorem ipsum dolor amet Title Here 
 Body copy lorem ipsum dolor amet Source here (if needed)
  26. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Different levels

    of maturity with data Data Drives successful teams Title Here 
 Body copy lorem ipsum dolor amet Title Here 
 Body copy lorem ipsum dolor amet Title Here 
 Body copy lorem ipsum dolor amet Source here (if needed)
  27. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Different levels

    of maturity with data Data Drives successful teams Title Here 
 Body copy lorem ipsum dolor amet Title Here 
 Body copy lorem ipsum dolor amet Title Here 
 Body copy lorem ipsum dolor amet Source here (if needed)
  28. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Have a

    plan 1 Communicate clearly 2 Adapt as necessary Change Management What changes as you scale 3 4 Roll out with input
  29. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Have a

    plan 1 Communicate clearly 2 Adapt as necessary Change Management What changes as you scale 3 4 Roll out with input