connecting data to fuel recurring revenue

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Connecting Data to Fuel Recurring Revenue

Today’s Host: Nichole Lemieux

Partner Experience ArchitectGlobal Virtual Sales & Customer Success Cisco Systems, Inc.

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Customer Success Methodology#successtalk

People

Automation

Process Analytics

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On demand webinars, videos, infographics, blogs, whitepapers and much more!

Visit SuccessHub

Visit Success Hub

Connecting Data to Fuel Recurring Revenue

Guest Presenter: Denise Lee

Director, Customer and Partner ServicesGlobal Software and Annuity Operations Cisco Systems, Inc.

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Industry Trends

Customer Success in Operations

Software Lifecycle Metrics

Building a Renewals Engine

Future Plans

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Industry trends shaping customer engagement.

Mobile CloudSocialData IoE

80/20 to 50/50 ~50% +40% 75%

Revenue from large enterprises to be

subscription-based

Businesses will be fully digital by 2020

Market will be cloud and solution-based by 2018

Shift towards consumption based

model in 3 years

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We all struggle with data.

I can’t believe I am chasing another report at quarter

end!

Why are these reports all

different? And they say this is accurate?

How do I know that my customer has coverage to order

major software upgrades?

Why am I living in spreadsheets and

not selling?

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Historical data challenges.

Slow and manual

Spreadsheets and more spreadsheets

Not actionable or insightful

Inaccurate or unreliable

Out-of-date

Various, disparate sources

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Defining a future state for data.

Automated updates available on-demand

User friendly

Visual charts, graphs and reports

Accurate, verified data

Real-time access

Custom views and reports

Customer Success in Operations

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Centralized operations support the customer lifecycle.

LandGrowth through

Business Outcomes

AdoptValue

Realization

ExpandWalletShare

RenewCustomerRetention

Adopt

Welcome

2nd Chance AttachExpand

Renew

Refresh

Customer Success Operations

Integrate Software

Campaign Management

Partner Enablement

Annuities Coverage Workspace (ACW)

Actionable Data

Data Analytics Opportunity Insights

Sec

urity

Validation

Measuring ROI

Software Renewals

Land-Adopt-Expand-Renew

Generate Revenue

Stay PositiveGlo

bal

Col

labo

rativ

e

Streamline

Sm

art

Flex

ible

Transformation

Cha

nge

Ada

ptab

le

Prag

mat

icSuccessful Service

Lead

ing

Added Value

System

Dis

rupt

ive

Inte

llige

nt

Small and MightyTrusted Advisor

Software AnnuityConnect the Dots

Sales Facing

Innovation Simplification AutomationOptimization Transparency

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Collaboration produces excellence.

Practice agile, continuous

delivery

Customer & Partner

Services

Data Foundation

Cisco IT Architecture

and EDS

Operations &

Enablement

Customer Success

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Applying business rule to data.

Deliver fast, actionable and accurate data in an end-to-end solutionwith

Opportunity Insights.

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SPOTLIGHT: An evolution of data management.

FY14 20K+ Manual Reports FY16 Annuities Coverage Workspace FY15 Develop Tools & Processes

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Creating a focus on features.

Summary View•Sales Levels•Partners•Customers

Customer Views•Collab Opportunities

•Collab SW Quantities

•Collab Contracts•Security Contracts

Cross Drill Downs•Sales Levels•Product Portfolios

Filters•Product portfolio•Sales Levels (1- 6)

•End Customer attributes

•Partner attributes

Save, Share & Retrieve Queries•Save for future reference

•Share with others

Export•Summary Levels•Line Levels

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Customer success in practice.

Success Metrics: Collab SWSS Customer

3-20 minutes turnaroundcompared to 3-5 days

Self-servedOpportunities are available anytime!

$319M (33% increase)from $239M

hourly source data updatescompared to quarterly updates

Annuities Coverage Workspace Adoption

~39 countries served

555 unique users total28%+ average quarterly increase

37,600+ visits30%+ average quarterly increase

~26,600+ reports generatedMore than double the # of downloads in Q4FY16 vs Q1FY16 launch

$

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Opportunity Insights makes sense in $$$

Clear visibility to $510M opportunity insights for following offers:• ELA – Collab (Renewals

Roadmap, Prospecting, Pricing) • ELA – C1• SWSS Attach• C1 Renewal

Q2 Scope Business Impact

Security

Collaboration*

FY 17($M USD, List) WITHOUT Enhancement

FY 17($M USD, List) WITH Q2 Enhancements

$2,157 $2,157

$1,953

ELA (Collab)*

SWSS Attach*

$190

$200

C1 Renewal* $60

ELA (C1)* $60

$1,953

* There could be $ value overlap among these offers

2 Other Examples:

Software Lifecycle MetricsRenewals Engine

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Converting data into actionable insights.

Process Transactional & Behavioral Data Generate Opportunity Insights Consume Opportunity Insights

$$

Data FoundationSemi-automated

Business RulesSemi-automated

Data ScrubbingManual

AutoQuote (AQ)Automated

Email CampaignsAutomated

AQ Opportunity TrackingAutomated

Putting the pieces togetherwith a

Renewals Engine.

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The future of connecting data to recurring revenue.

2nd Chance Attach for TS and SWSS

2nd Chance Renew for TS and SWSS

Lifecycle Advantage for 50-75 partners

Increase Cisco Impact No Touch Bookings thru 2T/1T partners

Global Customer and Partner Services

Customer Success for Security

Global Distribution Sales - Software & Service Renewal Initiative

ELA – Cisco ONE, Security, Collab

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“It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.”

– Charles Darwin

@CiscoImpact

Let us know what you think!

customersuccesstalk@external.cisco.com

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Join Scott Brown, Senior Vice President of Cisco’s Global Virtual Sales & Customer Success organization, as he shares his perspective on the concept of Outcome Engineering and ways to accelerate growth for your business.

Outcome Engineering: Customer Success 360October 11, 2016

Upcoming Sessions#successtalk

Sign up for a webinar

It’s the journey, not the destination. Join Kelli Kirwin, Senior Manager of Cisco’s Americas Partner Success Manager team, as she shares her perspective on ways to improve customer retention with lifecycle management.

Lifecycle Practice DevelopmentOctober 25, 2016

Thank you.

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