Paul Philp is a leading innovator in SaaS and Customer Success. As Founder and CEO of Amity, Paul has spoken with Customer Success professionals from over 1,000 SaaS providers. Paul has a lifelong passion for helping business put customers first.
Industry Expertise (4)
Areas of Expertise (13)
TOP 25 Customer Success Influencers of 2017 (Mindtouch) (professional)
Out of thousands of Customer Success Influencers, prestigious judges have narrowed it down to the top 25 leaders in the community.
McMaster University: B.Sc., Mathematics and Computer Science 1982
Selected Blog Posts (6)
Paired with well-defined, action-driven high-touch and low-touch engagement models, a reliable account segmentation model allows Customer Success Managers’ time and attention to be where it needs to be. This ultimately means that Customer Success Managers can avoid spending disproportionate amounts of time on low paying customers and act proactively to identify risk and opportunities with high-paying customers.
Health scores... here's how they work. Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn.
Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people, and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago. The competitive advantages businesses have developed to serve customers in the past are neither competitive nor advantageous today. The challenge now lies in identifying what advantages are needed to win customers today.
You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival.
I often feel that I work for my inbox, not the other way around. Many of the customer success managers I speak with have a similar experience. The inbox is full of customer issues, customer information requests, product updates, new customer onboarding requests, sales meetings, ….. it is all important.
The problem with the Inbox is that it tends to be first-in, first-out time management system. The first email, at the top of the inbox, is the one that gets attention first. There may be more important issues from more important customers further down the inbox, but our inboxes don’t help us find those.
QBRs are an amazing opportunity, but they're also where dropping the ball has the most painful impact. We asked leading Customer Success experts to share the biggest QBR mistakes Customer Success teams are guilty of, and how to avoid them moving forward.