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.

Transcript

1. How Customer Success can help you win:
   
   
   Four lessons from startup to IPO
   Aileen Duffy | Success Manager, Amplitude
   28/07/2022
   

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2. Introduction to Aileen Duffy
   

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3. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
   

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4. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
   

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5. What is Customer Success?
   

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6. © 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
   

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7. © 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
   
   
   

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8. © 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
   
   
   

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9. © 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
   

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10. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    

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11. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    

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12. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    

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13. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    

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14. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    

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15. Why we do we need Customer Success?
    

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16. © 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
    

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17. © 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
    
    
    

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18. Customer Success helps you have
    healthier customers
    

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19. Retention is a team sport
    

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20. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    Customer Success is
    all about retention
    Retention is a team sport
    

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21. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    Customer Success is
    all about retention
    Retention is a team sport
    

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22. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    Customer Success is
    all about retention
    Retention is a team sport
    

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23. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    Customer Success is
    all about retention
    Retention is a team sport
    

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24. © 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
    

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25. © 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
    

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26. © 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
    

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27. © 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
    

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28. © 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
    

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29. Why is retention is a team sport?
    

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30. Retention is a team sport
    

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31. Data drives successful teams
    

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32. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Qualitative Data in CS
    
    
    “Experience” Data
    
    
    Customer Interactions
    
    
    Feedback
    
    
    Internal Information
    

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33. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Qualitative Data in CS
    
    
    “Experience” Data
    
    
    Customer Interactions
    
    
    Feedback
    
    
    Internal Information
    

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34. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Qualitative Data in CS
    
    
    “Experience” Data
    
    
    Customer Interactions
    
    
    Feedback
    
    
    Internal Information
    

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35. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Quantitative Data in CS
    
    
    Measurable Data
    
    
    Product Usage
    
    
    Company Information
    
    
    Financials
    

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36. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Quantitative Data in CS
    
    
    Measurable Data
    
    
    Product Usage
    
    
    Company Information
    
    
    Financials
    

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37. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Quantitative Data in CS
    
    
    Measurable Data
    
    
    Product Usage
    
    
    Company Information
    
    
    Financials
    

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38. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Quantitative Data in CS
    
    
    Champion of the Business
    

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39. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Quantitative Data in CS
    
    
    Champion of the Business
    

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40. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Qualitative Data
    Quantitative Data
    

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41. © 2020 Amplitude Inc. Confidential. All Rights Reserved.
    Qualitative Data
    Quantitative Data
    

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42. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    Start Anywhere!
    Data Drives successful teams
    

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43. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    

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44. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    

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45. Data drives successful teams
    

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46. Data drives successful teams
    

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47. Customer Success changes as you scale
    

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48. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    Different levels of maturity with data
    Data Drives successful teams
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49. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    Different levels of maturity with data
    Data Drives successful teams
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    Different levels of maturity with data
    Data Drives successful teams
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    Different levels of maturity with data
    Data Drives successful teams
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52. © 2022 Amplitude Inc. Confidential. All Rights Reserved.
    Different levels of maturity with data
    Data Drives successful teams
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53. © 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
    

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54. © 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
    

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55. What changes as you scale?
    

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56. Customer Success will help you win
    

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57. Thank you!
    https://opendoorpolicy.io/
    
    
    
    
    linkedin.com/in/aileen-duffy
    

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