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hi everybody this is Spiro Theodore from churn zero thank you all for I'm at if you were busy day to meet with me hopefully everybody is staying safe during these these crazy times so what we're going to talk about today it's gonna be a short 20 minute webinar really about automation and how that pertains to customer success teams so as you can see my name is spirit Theodore I'm one of the account executives here at churn zero and I've been here for almost one year on the dot prior to churn zero I worked as a CSM myself for a large organization for about three years so I've got a pretty unique perspective on what it's like to you know not have a tool like churn zero and then to also have the privilege of actually implementing turns Europe so what we want to focus on today is automation and as it pertains to customer success professionals so we're going to talk a little bit about you know how customer data can be collected and leveraged how we can systematically manage the customer lifecycle and that means you know across the lifecycle stages going from onboarding to adoption expansion all the way up to renewal and then of course you know trigger communications at the right time you know everyone wants to deliver a prescriptive or unified customer experience across their base and we're going to talk about that through the lens a few different kinds of teams kinds of organizations and Before we jump into all that good stuff I just want to start at a very high level you know what turns your thinks of when it comes to automation you know they've got to go from onboarding all the way up to engagement for new renewal and advocacy regardless most companies that churn Xero meets with everyone wants to automate at least some part of their business no one SAS company operates the same no one customer success team is going to operate the exact same to another so automation is going to mean a lot of different things to a lot of different people depending on industry company size team structure but we think that just about every team out there in some way shape or form should be able to automate some poor of their business in order to drive better results so why automation is important why are we all here you know if your team has grown rapidly you need to operate more efficiently if your team is experiencing a charm issue maybe automation can help improve those numbers maybe you're looking for more upset opportunities all great concepts in which customer success automation can help when it comes to scalability you know the best way to grow your business is to find those highly repeatable tasks and automate as much as you can one of my favorite stories here and zero is with a company called fiscal note in the DC area when they bought turn zero they scaled they increase their account load 6x while only increasing CFS 2x so they went from something crazy like six hundred accounts to three thousand accounts and only ten to twenty CSM's because they were able to automate all the repeatable tasks there come their CSM's were managing and allowed them to scale the business very quickly in only 18 months other things to think about you know driving desired outcomes you know automation like I said it's gonna mean something different to everybody in this room one thing that I really like to hone in on is hey how can we track what our customers are doing and is there an easy way to be notified when they're not doing what we want them to do whether they haven't achieved the milestone and they have in and she just certain metric they're falling behind in the onboarding process those are all outcomes we want to monitor and track in real time and of course early warning signs it's very difficult to know when an account is that risk or when there's a potential upsell on the table or our company has fallen fall behind and a big initiative you're working on with them automation is able to bring a lot of those rather hidden inflection points front and center so teams are able to correct those processes but at the end of the day you know it's not magic there's no pill you take there's no rabbit you pull out of your hat before really understanding what areas of the business I'm able to automate we always recommend you know taking a holistic view of your current state uncovering those bottlenecks and then finding areas of improvement and start thinking about what that does our future state might look like hey if I could automate XY and Z what would we what else would we be able to do so you might ask yourself you know what you actually can't automate or what terms here it brings to the table this is by no means an all-inclusive list these are four things that come to mind quite frequently when I meet with prospective customers first and foremost you know any sort of handoffs within your organization whether it's you know sales to customer success customer success or maybe join the onboarding process that goes from professional services then to an Account Manager we want to be able to streamline as many of those handoffs as possible that way the correct customer data is being captured properly and shared of the appropriate teams without any issues or gaps second to that you know the onboarding and implementation process as we all know is probably the most important piece to any customer lifecycle stage if the onboarding and implementation goes wrong makes it very hard to maintain that customer adoption is going to be difficult even more challenging expanding and renewing that customer so we want to think about what areas of my onboarding process might I be able to automate it could be something as simple as an automated welcome email it could be more a little bit more sophisticated and tracking and making sure certain things are happening at certain times at a specific milestone we also want to make sure that as a overall products are being adopted and the user experience is quite fluid so whether you're just monitoring key accounts and seeing how they're using your tool and maybe that triggers some sort of automation or maybe we want to really hone in on the user experience for those of you in this room that have three users trial users different tiers of price you know one of our one of my favorite case studies this with an organization called RFP 360 their business model is to go out get people to try their software and nurture those users up until a point where they become paying customers fantastic idea for automating that portion of the business increasing the free users into paying users and last but not least customer engagement customer communications most organizations we talked to before joining turn 0 really struggle to deliver a prescriptive customer experience because data is not readily available and it's there's no way to intuitively fuel any of those communication efforts what we see is a lot of organizations you know they leverage their CRM maybe their spreadsheets the lucky folks like it usage information and see how their teams are utilizing their tool and while that's great we feel very manual because it requires you to log into Salesforce or HubSpot see what's going on log into your bi tool better understand what customers are doing were the last time I spoke to them what message makes the most sense and then manually deliver that content we're able to automate all those different interactions that way not only can you operate more efficiently but we're also going to free up more time so that way your enterprise customers still receive the care they need and then the lower hanging fruit the SMB that mid-market accounts we want to make sure they still receive that unified experience and same level of care even if it's not a personalized email from their CSM so what we're going to do is we're going to talk about a couple different scenarios you know how touch team might envision leveraging automation to steal their CS practice you know I have a lower touch for tech touch team might do the same the turns your recommends and before we go down that road I just want to give everybody a couple things to think about because before do you even go down or go down the path of automating any of these processes these are questions you really need to better understand so first off you know how many customers do you have how many see SMS what is that a cat will look like is each each member of the team f 10 accounts 50 accounts 150 accounts does that vary based on you know company size her life cycle stage you know do the larger accounts get more attention do you spend more time in the first 90 days than the back half of the contract all things to be mindful of you also want to start thinking about overall you know what accounts might be receiving more attention than others and why nine times out of ten it's somewhat segment driven the high paying customers you know they're gonna be the top priority maybe after that you've got you know the scenarios where you're living outside of your inbox and you're being extremely reactive typically there's a whole other segment you might not be thinking about that might not have any interactions and those folks are typically the highest risk for either you know contracting their services with you or a dreadful non-renewal when that time comes but outside of those things I would also want everyone to start thinking about you know how they interact with their customers and why they're interacting with their customers so you know everyone has you know health check calls QPR's EDRs renewal conversations the majority of those meetings are kind of already you know set in stone more or less you've got you know pre-scheduled QPR is happening every 90 days what I want everyone start thinking about is why else would I proactively pick up the phone or write a personalized email to one of my customers what's that aha moment in which I need to intervene that question in itself is really going to help us better understand to what degree and how automation can benefit our group and lastly what level of effort is required by each one of your CSM s in order for them to see value in your solution and how long does it take to get there now don't worry about answering all those questions right now in your head this is more or less a takeaway but I do want to set the stage and do a quick poll so I'm going to give everybody a minute or two there should be a poll coming out very soon basically you know is your team more of a high-touch team more of a low touch team or do you have kind of a blended approach or a you know a mix of both whether that's different companies or different stages in the life cycle looks like we've got a good bit of answers coming in right now we'll give it about another 30 seconds and then we will share some of the results that we're going to continue the conversation looks like right now we've got 36 percent of responses have more or less high-touch teams we've got 11% in the lower touch range or tech touch and as I presumed over half of all folks that responded to the poll have selected both which is great and that's very much in line with with trends euro strengths because what we've done is we've gone out and we've built a tool that's specifically designed to serve both some companies build something for a high touch or a low touch team Turin's here's taken an agnostic approach that's what we've got a very diverse client base and that's what we're able to typically address multiple segments within each one of your organizations let's talk about these I touch scenarios so you know high-touch a buzzword basically you know if you're helping customers through a human level across various stages and there's a high degree of participation maybe there's like that one CSM that's got a great relationship with that account and everything is very personalized you're meeting frequently you're definitely going to fall into this bucket you think about automation in general as I mentioned those type of the call automation is going to mean a lot of things to a lot of different people if you take a high-touch CSM with five enterprise accounts and then a lower touch CSM with a hundred and fifty accounts and you ask them hey what would you like to automate you're going to get wildly different answers based on those two distinct scenarios three areas that I really think about and things that I always harp on when I meet with a high-touch team is alerts customer outcomes and milestone tracking you know we don't want turns you're potentially sending a bunch of content or emails a lot of automated stuff to go into your customer we don't want to lose that personalized touch so what those folks typically do is they take advantage of some really cool features in our platform and even though it sounds really simple for a high-touch team an alert might be all that you need rather than a churn zero created task for me and send an email to a customer just let me know when something happens means we can set up a rule it says hey we want to track how your customers are utilizing your product and when usage around really important features falls below a threshold that you decide an alert like this can be automatically delivered to the account so in this case customers are trending down in usage engagement is dropping that's that that's the report we're pulling out of churn zero and this is the actual message that is sent directly to the CSM these alerts can be sent in email text slap even insurance euro itself we simply want to point the CSM in the right direction when something happens that way they can go back to the person they know very well levers that personal relationship and add value very quickly Alerts aren't going to be enough a lot of our hard touch customers also rely on our customer germs to better track milestones and customer outcomes I think of customer journeys as more or less lifecycle based tasks management kind of a broad term so to make it really simple for everybody a high-touch team might want to consider a tool that allows them to not only manage timely high priority tasks the CS team is responsible for and at the same time tracking customer outcomes I know when I was a CSM one of the most dreadful scenarios was walking out of an engagement session especially during the first 90 days and having to say to myself on that car ride home hey I hope everybody was listening I hope I had an impactful presentation churn zero has recognized that problem across most SAS organizations and we've added some really neat features so not only can you use churn zero very much like a project management tool as far as assigning tasks on the minute to anyone in your organization we also want to track achievements arguer customers doing what you want them to do in the time period that you decide so this milestone is a 21 day front project and during these 21 days these achievements are things that customers going to do these tasks are things that the cs7 themselves are responsible for we have the ability to track each one of these achievements each one of these tasks and in real time notify you hey you haven't done this this task is two weeks late or hey your customer has not completed this implementation worksheet in the first five days so now we're still leveraging alerts we're just not so much tracking you know things like usage we're really honing in on hyper important phases in the customer lifecycle to ensure that these achievements are being completed in real time along with the tasks that way this customer can move through milestone one in 21 days and jump right into the next process now on the other side of the coin you know the low touch or the tech touch this is much more in line with my days as the CSM I had 150 accounts I was managing sales people you could say it was the Wild West but once I got a tool that had these capabilities I was able to do quite a bit but just kind of set the stage you know I put low touch and tapped touch in the same category because a lot of these folks face the same problems whether you know there's no human interaction and everything is automated or maybe a CSM to says such a high volume of accounts that they're really only able to focus on the top 20% and the people that actually come to them and flood their inbox so by leveraging you know lower touch or tech touches were able to you know rely less on human interaction less costly but also still drive the same desired outcomes and the way we do that insurance ero is by a series of in-app communication methods really tracking the overall user experience and then of course being able to put together all repeatable processes that can be automated you know if I always say if you find yourself you know making the same phone call more than three times in one day or sending the same email three times in one day let's automate that for you take it off your plate and now you can be more strategic and add value across your entire customer base so a little bit more about you know the low touch and touch scenarios so you know the first thing I mentioned in app content and guides I've got two examples here this one on the right this is essentially an automated in-app message that can be delivered via turn 0 through your application so the next time they log in they can see a really helpful note delivered to them sent by their CSM and included interactive video so maybe this is for a marketing automation company someone hasn't logged in in a long time the next time they log in we're gonna have a very impactful video that not only mentions the fact that they haven't logged in a while but now we can start adding content and maybe give them to use that feature more than they have in the past turns Europe also has a concept of walkthroughs or product tours not so much a message more or less a guide pointing you in the right direction so as you can see faintly in the background here is the ghost of a SAS application in the background but this is a brand new user tape tape just logged into marketing pony for the first time he'll be greeted kindly he'll receive his CSM's contact information and I bet if he clicks on take the tour here turns here is gonna automatically point out all the different features and functions she should be aware of this is a great way to maintain engagement as well as automate that process via in-app content we also want to focus on automated emails and tasks well be messages and the guys are going to be great we still want to allow these teams to have a little bit of additional personalization so what I have here is the template email there's an automatic step in one of our Play Books and it's essentially saying hey you've got a removal coming up pretty soon you're not using the email feature and our tool check out this really helpful ebook hope to hear from you soon we can do the exact same thing with tasks what a lot of our lower tough seconds will do is they will build out an entire process that consists of in-app messages walkthroughs emails timely tasks even escalations to other people on the team and that's a fantastic way to ensure that all of your customers are receiving the same level of care even if you don't have the time and bandwidth to personalize each one of those points so what are currently recommend and it falls very much in line with the poll results both the majority of companies we work with to some extent have a high touch and a low touch model and I want to share with you a success story for a mineral tree Manoah tree is a 100 employee AP automation company located right outside of Boston Massachusetts and they're a great story great example of how a team can leverage automation to free up time for the enterprise folks and also maintain engagement with your lower paying customers so essentially some of the challenges that minerally faced before coming to churn zero was in and out of a platform to identify accounts that needed extra attention lack visibility into things like customer health and they lack the ability to kind of look customer a compared to customer B who's doing better it was almost impossible it did have tools in place and I'm sure most of the folks on the line here have similar tools they were using a marketing automation tool and a CRM tool to get the job done well that can do probably 50 60 percent of CSM needs the remaining core use cases are always going to be lacking no matter how much you have like a sales force and a tableau together but lastly you know customers were a cent or CSM's were essentially living out of their inbox they knew what accounts needed the most help unfortunately they did not know what everybody else was doing so they found themselves being very reactive so what did they do right out of the gate they introduced churn scores that's our version of health scores that's essentially like flipping a switch when we went live they immediately knew who was at risk who was in there kind of in that middle ground and who is a great candidate for a potential upsell opportunity and that information is not just available insurance Eero one of our themes customer success everywhere that sort of information can be disseminated across the organization via tools like Salesforce and slack what they also did was customer segmentation this allowed us allowed them to effortlessly organize all their customers dividing accounts and by certain attributes and making sure the right accounts are going down the right path so if you're an enterprise customer you go to the enterprise journey of your self-service customer we've got playbooks that are going to nudge you along the way to ensure they're doing what you should be doing and that - and lastly they finally had a workplace for the CS team to work now most of us before buying this customer success tool we were stringing together Salesforce outreach spreadsheets google Daniel data studios now the team has got a tool really built for them in mind they've got real-time dashboards and alerts so they know when health drops they know when there's a potential upsell they know when an enterprise customer has fallen behind in the onboarding process I want to talk real quickly about the overall impact that they had essentially they automated as many of their repeatable processes as they could using our place this allowed the team to free up more of their time and offer high-touch service across each account without significantly having to increase their headcount what they essentially did was they kept the personalized high touch interactions for the top 20% of their business everyone else they relied on automation and let automation do the heavy lifting up into a point where automation might not work so maybe they put them through a really granular playbook to guide them through the user experience add value point them in the right direction and it wasn't until they hit that wall and the behaviors were still not doing so great customers were not seeing value health was down once the automation failed that's when they were able to interject so overall they had greater visibility into their entire account base they were able to improve upsell and retention numbers they were able to manage each CSM could then carry more accounts and this has put them in a great place to really disrupt the AP automation space and continue to grow with churns the end of my presentation wanted to keep it short I know everyone is is really busy but if there are questions feel free to send them over I can it looks like there's one question from Dave Dave there might be audio issues I can study the recording afterwards but if there are any other questions that I can address feel free to send them into the question box right now and be happy to to answer them you all right I don't see any questions I did say thank you from back thanks for joining up hold on there might be questions one seconds there are a lot of tools out there why churn zero fantastic question so first and foremost turns Europe specifically went out and built a very lightweight turnkey solution we are probably one of the most powerful and robust tools out there that does not require a full-time administrator very little dev work does not require an entirely heavy lift so we've done was we've you know built 50 plus native integrations we've made it really easy for customers to you know leverage usage data so they can you know incorporate that into their processes and we've done it at a fraction of the cost from some of the other companies in our space so while turns euro competes with you know the enterprise CS tools more or less I would say we can still do just about everything that one would need but at a fraction of the cost lower software fees much shorter implementation time no need to hire a dedicated resource can this be integrated with dynamics yes absolutely dynamics 365 is one of these supported CRM so we integrate with if you go to churn 0 dot met I believe backslash integrations you will be able to view a page for all the different integrations we have on there there's 50 plus dynamics 365 is one of them and what is your average time to value or onboarding timeframe on average we take probably I would say six sixty to ninety days and that's two phases so meaning we have you know there's two there's two points of the process there's implementation and configuration I would say on average to get the system up and running to get all of your tools integrated and to get the data into turn zero that would take roughly 30 days from there you're gonna move over from implementation to your own customer success manager that's gonna be the dedicated individual that's going through the entire time you're a customer and they are going to be the ones to help you set up your chair and scores your playbooks your segments lots of hand-holding so roughly 60 days that does vary you know smaller teams much faster if you have 300 CSM's that might be a little bit of a longer process just based on you know training schedules alone but 60 days I think is the median time to get insurance your customer up and running see another question in here how do you feel your product compares to gain site fantastic question you know truth be told sounds corny I think of turn 0 as a lightweight gate site yes they were the leaders in the space but that doesn't mean you know the first is always the best our tool requires far less customizations it's implemented in a much shorter time frame does not require the full-time administrator and it's a fraction of the cost there's no such thing as insurance your admin if I were to go on indeed right now I could probably find at least 20 or 30 gain site admin open Rex so it's really about total cost of ownership at the same time you know we can do almost just about everything gain second if there are any follow-up questions feel free to send them my way everyone should have my email address I can of course also just type it right in here so if anyone wants to take a look at a demo they have a specific questions hey Spiro do you integrate with this hey you know you know what is the pricing all that good stuff be more than happy to accommodate so that should all be in there right now and that about concludes the time thank everybody buddy for going a little bit later than anticipated been a pleasure any questions you have feel free to send them my way or if you just want to go to churn zero request a demo be more than happy to accommodate six everybody have a good one