Table of Contents
* **Introduction**
* Welcome and introductions
* Agenda
* Poll: Definition of high touch
* **Shifting the way we view automation**
* Rick Adams: Automated CS is not lower quality CS
* Alley-oop analogy
* Poll: Have you attempted to implement automation in your CS process?
* **Real-time alerts and timely tasks**
* Example: Mineral Tree
* Standardizing processes and having repeatable processes in place
* Example: Inflow Communications
* **Being agile in customer success**
* Example: Customer hold up
* Example: Executive sponsor leaves the organization
* **Conclusion**
* Key takeaways
* Q&A
Article
Introduction
* Welcome and introductions
* Agenda
* High-touch customer success teams
* Shifting the way we view automation
* Real-time alerts and timely tasks
* Standardizing processes and having repeatable processes in place
* Being agile in customer success
* Conclusion
* Q&A
Poll: Definition of high touch
* How many customers are you all working with per rep?
* Less than 15
* 16 to 30
* 30 or more
Shifting the way we view automation
* Rick Adams: Automated CS is not lower quality CS
* Alley-oop analogy
* Poll: Have you attempted to implement automation in your CS process?
Real-time alerts and timely tasks
* Example: Mineral Tree
* Standardizing processes and having repeatable processes in place
* Example: Inflow Communications
Being agile in customer success
* Example: Customer hold up
* Example: Executive sponsor leaves the organization
Conclusion
* Key takeaways
* Automation doesn't have to be scary
* Arm your team with repeatable processes
* More assisted CS insights will lead to a better customer experience
Q&A
* How would you recommend utilizing email automation without feeling like we're spamming our customers?
* How do you automate your daily work?
Highlights
* Automation can help high-touch customer success teams be more proactive, provide deeper insights, and be more agile.
* Real-time alerts and timely tasks can help high-touch customer success teams stay in the know and be where they need to be with the background knowledge on their customers.
* Standardizing processes and having repeatable processes in place can help high-touch customer success teams be more efficient and effective.
* Being agile in customer success means having processes in place for unforeseen situations so that teams can quickly get back on track.
FAQ
* Q: How would you recommend utilizing email automation without feeling like we're spamming our customers?
* A: One way to do this is to use a tool like Churn Zero, which has a feature called "review required." This feature allows you to generate emails without sending them, so that the CS team can review them and add any customizations before sending.
* Q: How do you automate your daily work?
* A: I use a variety of tools to automate my daily work, including my CRM, email, and calendar. I also use a number of productivity apps to help me stay organized and efficient.
