improving customer relevance and business outcomes

Improving Customer Relevance and Business Outcomes

Today’s Host: Scott Schell@Schell_ShockedSenior Manager, Global Customer Success Cisco Systems, Inc.

2© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

People

Automation

Process Analytics

Customer Success Methodology#successtalk


“68% of Customers leave because they think you don’t care about

them”

Rockefeller Corporation as cited in 18 Customer Facts Marketers Can’t Ignore, Brand Strategy Insider

http://www.brandingstrategyinsider.com/2013/02/18-customer-facts-marketers-cant-ignore.html

Improving Customer Relevance and Business Outcomes

Guest Presenter: David McNicholas@Exec_RelevanceDirector US-Strategic Business Development, Comstor

Guest Presenter:Pete Davis@pjdavis71 Director, Global Customer Success – Americas, Cisco Systems, Inc.

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The new conversation starts here.


Are you selling with relevance?

6

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It’s a new world eco system#successtalk


Technology shifts drive change#successtalk


Providers must respond to change to survive

if?What

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Digital IT

IOE

Fast IT


Partners of the Future

Executive Relevance Selling

Grow Revenues

Control Expenses

Improve Cash Flow

Maximize Asset Utilization

Mitigate Risk

if?What

Transformed Partner

Hybrid Cloud

Managed Services(On / Off Premises)

Optimization Services

Application Services

Professional Services

Vertical Expertise

Digital IT

IOE

Fast ITCustomer Value


Is your team selling with relevance?

Have you been…• Reduced to a fulfillment provider?• Regularly squeezed on price?• Selling primarily at the IT level?

Can you…• Translate technology into business

process improvements?• Read and interpret an annual report?• Convert IT solutions into hard cash

flows?• Measure a solution in terms of

shareholder value?

Do you understand…• How money works within a corporation?• Business and financial modeling?• How executives make investment decisions?

Does your team…• Understand how to create non-RFP opportunities?• Know how to expand relationships beyond IT?• Believe technology innovation is business transformation?

Are you…• Able to monetize technology solutions? • Prospecting IT for budgeted projects and RFP’s?• Finding that contacts are “no longer the sole decision makers ” ?

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Top 5 Customer Targets1. CFO

2. COO

3. CEO

4. Head of Strategy

5. CMO

Are you selling with relevance?#successtalk


It is no longer an option to NOT understand finance.


If you don’t get out in front of this, everything you have worked for will be taken away.


Engage customers. Show why they matter.

Grow Revenue

Optimize Expenses

Improve Cash Flow

Maximize Asset Use Manage Risk

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Grow Revenues

• Better Inbound Routing = Right Resource

• WebEx Sales Presos = Sell More

• Virtualize UC Systems – Share Inbound Sales Calls

• Contact Center (WFM)

Optimize Expenses

• WebEx Sales Presos – Less Travel

• Intelligent Call Routing = less FTE

• Virtualize UC = More call throughput

• Contact Center (WFM, CTI)

Improve Cash Flow

• WebEx Sales Presos.

• HCS = OpEx• Contact Center

(WFM, CTI)

Maximize Asset Usage

• Spark / Jabra• Single Number

Reach

Manage Risk

• Smart Net Total Care For UC

• UCC: Call reports• UC / Lancope

Security

Example: UC / Collaboration Solutions#successtalk


Get out of the business of what & how.Get into the business of why!

Grow Revenue

Optimize Expenses

Improve Cash Flow

Maximize Asset Use Manage Risk

!$#successtalk


-Alexis Carrel

Invest in yourself.

“A man cannot remake himself without suffering for he is both the marble and the sculptor.”


How do you get started?

?


Value Drivers Adoption Patterns Price Consideration Buying Preferences Purchase Triggers

Get to know your customers#successtalk


Audience Poll

Does your company currently segment customers on attributes other than demographics and sales volume?

Cisco Confidential© 2015 Cisco and/or its affiliates. All rights reserved.

Yes No

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High Touch Medium Touch Low/Tech Touch

Engage with your customers#successtalk


Provide value to your customers

Adopt

Welcome

2nd Chance AttachExpand

Renew

Refresh

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Segmentation Engagement Lifecycle


Find out how to save with strategic, digital investments in your customer success practice.

How to Automate and Digitize Customer EngagementJanuary 19, 2016

Discover the powerful impact of data and analytics in your post-sale initiatives.

Impact of Insight: Data & Analytics in Customer SuccessDecember 15, 2015

Upcoming Sessions

See how to create customer advocates to expand your business opportunities.

Evolving Your Install Base Management StrategyJanuary 5, 2016

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Thank you.

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