connecting data to fuel recurring revenue
TRANSCRIPT
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!
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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Out-of-date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
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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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