renewals for low-value, high-volume customers

Renewals for Low-value, High-volume Customers

Today’s Host: Nichole Lemieux

Partner Experience ArchitectGlobal Customer Success Cisco Systems, Inc.

2© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

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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

http://impact-info.cisco.com/l/64992/2016-05-12/8m9zbm

Renewals for Low-value, High-volume Customers

Guest Presenter:Bill Ford

Manager, Impact Customer SuccessCisco Systems, Inc.


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4 of the top 10 incumbents in the industries studied will be displaced in the next five

years.

Displacing incumbents. Reshaping markets.

Sources: Sirius Decisions, 2014; Gartner 360 Summit; CEB, 2013

57% of the purchase decision is complete before a customer even

calls a supplier

67% of buyer’s journey is now done digitally and by 2020, that number

will increase to 85%


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Customer success is in play.

Adopt

Welcome

2nd Chance AttachExpand

Renew

Refresh


Success is achieved by actively managing the customer relationship after the initial sale so that the renewal becomes a non-event.


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High Dollar/Low Volume Coverage With Direct Sales Support

Low Dollar/High VolumeNo Coverage = Lost Revenue

Mid Dollar/Medium VolumeCoverage with Inside Sales / Virtual Sales

So many opportunities. So little time.

Impact of Insight: Data and Analytics in Customer Success

https://impact.cisco.com/resources/cst-data-and-analytics-in-customer-success/


Simplify, digitize and automate your end-to-end customer engagement model to create customers for life.


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Audience Poll

11

Would you be willing to leverage automation to address your low-value, high-volume customer segment?


Accurate Data Automated Journeys Digital Transactions


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Work smarter, not harder.

Quote More Deliver More Book More


Data Engine

Functional

Product

Foundational

Behavioral

Offers

External

Customer Quotes

Automation Platform

Impact of Insight: Data and Analytics in Customer SuccessGrowing Customer Lifetime Value with Best-in-Class Data Management Practices

AutomatedDelivery

https://impact.cisco.com/resources/cst-data-and-analytics-in-customer-success/

https://impact.cisco.com/resources/growing-customer-lifetime-value-with-data-management/


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Data makes the world go ‘round.

Analytics

Process

Automation

Data


What does data tell you about your

customers?

• Services purchases

• Contract status

• Renewal dates

• Content consumption


Timing Message Expiration Offers Call-to-action


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The journey to a successful renewal.


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Automatic triggers drive the journey.


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Create a way to instantly transact the renewal.

Your secret weapon – Buy Now.


Reduce churn/Increase retentionLower costMaximize revenueCreate a competitive advantage with a

digital customer experience


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Audience Poll

Could you benefit from some help in implementing an automation strategy for your customers?

Yes No


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Finance

Tech Support

Installed Base

External Data

Func

tiona

l Dat

a

Technical Services

Advanced Services Software

Offering Telemetry Data (Product Usage)

Social Behavior

Web Activity

Email Interaction

Sales and Support

Interactions

Sales and Marketing Data

CISCO DATA FOUNDATION

101010010101001010100101110010101010

ANALYTICS

AUTOMATION PLATFORMS

CUSTOMERS

Quotes CreatedB2B API Connection

Cisco Impact fuels your renewals business.


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Data Intelligence

•Data aggregation, normalization, enrichment & management

•Complete picture of installed base of services

•Key Benefits: accurate and actionable customer data, uncover new revenue streams

AutoQuote Campaign Engine

•Automation of pre-validated renewal and attach quote creation/delivery

•Cisco delivers opportunity data; partner provides contact data

•Email campaign is partner branded with a “call to action” to buy now

•Key Benefits: reduced cost of sale, increased renewals, address low dollar renewal opportunities

Cisco Impact Portal•A single view of Cisco service opportunities

•Service contract management, visibility to renewal or attach sales opportunities

•Auto notifications and AutoQuote setup and mgt

•Key Benefits: sales opportunity visibility, self help product/lifecycle management

Cisco Impact supports your business goals.


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Automated Service Renewal Quotes (AutoQuote®)

Results to date (2012 – 2016)• $9.5B automated quotes delivered to partner

channel to date• $975M in incremental bookings to date

Q3 FY16 Highlights• 375 active partners• Total opportunity size of $839M Q3FY16• 1,789 AutoQuote® campaigns in Q3FY16

• Partner configured quote automation and delivery, validated via B2B connection

• 6,726 data feeds processed• + 500 partner-supplied business rules

• 116,552 AutoQuote® emails delivered in Q3FY16

Play Video

Maximize your revenue potential.

https://www.youtube.com/watch?v=XtbVjjM-Aww&feature=youtu.be

https://www.youtube.com/watch?v=XtbVjjM-Aww&feature=youtu.be


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$417,932,503 $121,440,115

$296,492,389 $52,058,461

$244,434,592

$14,624,499

$76,080,731

$153,729,362

$0

$105,000,000

$210,000,000

$315,000,000

$420,000,000

$ VA

LUE

OF

QU

OTE

S 18% of ATTEMPTED

6% of SUCCESSFUL

31% of SUCCESSFUL

63% of SUCCESSFUL

Target % quote delivery FY16: Q2 = Baseline +3% Q3 = Baseline +7% Q4 = Baseline +10%

Reach more customers.


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Don’t just remind your customers to renew. Send them an automatically generated, ready-to-book quote, giving them the ability to instantly transact.

Digital Commerce with BuyNow!

Take the cost and headache out of selling low-dollar renewals.

Instant action boosts renewal potential.


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Without Customer Success With Customer Success

The value of Cisco Impact.


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What can you do now?

Set up a demo with your preferred distributor or visit the Cisco Impact website.http://impact.cisco.com

http://impact.cisco.com/


@CiscoImpact

Let us know what you think!

[email protected]

[email protected]

mailto:[email protected]?subject=Customer%20Success%20Talk%20Feedback

mailto:[email protected]?subject=Customer%20Success%20Talk%20Feedback


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Create customers for life. Contract renewals is a stage in the customer lifecycle where you should emphasize the value your solutions provide and demonstrate your continued commitment to their future success. Find out more about how to structure a renewals process and ways for delivering value to your customers.

Countdown: T-Minus 24 Weeks to RenewalSeptember 13, 2016

Upcoming Sessions#successtalk

Sign up for a webinar

In the land of renewals, data is king. The right intelligence can help you engage more effectively with customers to increase your retention rates. Discover what the right information tells you about your customers.

Connecting Data to Fuel Recurring RevenueSeptember 27, 2016



Thank you.

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renewals for low-value, high-volume customers

Technology