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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.

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August 15, 2022
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Transcript

  1. How Customer Success can help you win: Four lessons from

    startup to IPO Aileen Duffy | Success Manager, Amplitude 28/07/2022
  2. Introduction to Aileen Duffy

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

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

  5. What is Customer Success?

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

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

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

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

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

  15. Why we do we need Customer Success?

  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
  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
  18. Customer Success helps you have healthier customers

  19. Retention is a team sport

  20. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Customer Success

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

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

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

    is all about retention Retention is a team sport
  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
  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
  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
  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
  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
  29. Why is retention is a team sport?

  30. Retention is a team sport

  31. Data drives successful teams

  32. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data

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

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

    in CS “Experience” Data Customer Interactions Feedback Internal Information
  35. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data

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

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

    in CS Measurable Data Product Usage Company Information Financials
  38. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Quantitative Data

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

    in CS Champion of the Business
  40. © 2020 Amplitude Inc. Confidential. All Rights Reserved. Qualitative Data

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

    Quantitative Data
  42. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Start Anywhere!

    Data Drives successful teams
  43. © 2022 Amplitude Inc. Confidential. All Rights Reserved.

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

  45. Data drives successful teams

  46. Data drives successful teams

  47. Customer Success changes as you scale

  48. © 2022 Amplitude Inc. Confidential. All Rights Reserved. Different levels

    of maturity with data Data Drives successful teams Title Here 
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  49. © 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)
  50. © 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)
  51. © 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)
  52. © 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)
  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
  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
  55. What changes as you scale?

  56. Customer Success will help you win

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