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Customer Adoption and Lifecycle Management Best Practices
Sanjiv Mahajan, Customer Success Lead, Cisco Australia and New ZealandPartner Insight Breakout 3
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 2
Gartner
“Today, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.”
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Cisco’s Transition
From New Paper Hardware Land Transactions
To Recurring Revenue
Hardware Software Services
Land Adopt
Expand Renew
Business Outcomes
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Move to a Recurring Revenue Engine
Essentials of Customer Success
LAND RENEW
Owns the Account
Maximizes Utilization
OptimisesOpportunity
Simplifies Contract
ADOPT EXPAND
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Why Customer Success?
5Presentation ID
Land Renew53%
20% 23%15%
0%10%20%30%40%50%60%
Deployment/Feature Usage
Deployment/Feature …
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Vision of Adoption
Why did I buy?
I know what outcomes I am
trying to achieve
What can it do?
I know the product’s
capabilities and how they impact
outcomes
How do I use?
I know which processes and people need to use it and how
they can use it the best way possible
What is success?
I know what outcomes this
product will drive and how and
when I will see those outcomes
Was it worth it?
My ROI exceeds what I expected.
I must renew and I want to buy more
from Cisco
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
GTM Strategy
Hi Touch
1:10
Hi Touch Engagement + DigitalHi Touch Customer Success Manager
1
Virtual 1:100
Virtual or Partner Engagement + DigitalVirtual Customer Success Manager
2
Digital1:1000+
Pure Digital JourneyDigital Experience Manager
3
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Baseline Engagement Consistent Customer Adopt and Expand Experience
Before
Hope customer takes initiative, ad-hoc Cisco
support
Hope the partner helps
Hope the customer finds
on the web
Predictable achievement of
outcomes
Just-in-time needs based information
Growth: value realized, bookings
After
Validate Goals
Awareness
Learning
Usage
Embed inProcesses
A
L
U
E
V
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
How to Measure Adoption Success
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Telemetry Key for Measuring Adoption
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Metric ContributionDeployment Ratio 30%
SW Version 10%
Feature Adoption 20%
Usage Measurement 20%
Value Index (subjective) 20%
TOTAL 100%
Did I deploy?
Am I using all the features?
How am I using the SW?
Am I up-to-date on the SW version?
Do I have metrics to measure success?
Have I embedded the SW into my processes?
How Do We Measure Customer Success?Health Scores
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Leverage Predictive Analytics
Increase Net Promoter ScoresMaximize Utilization & ValueImprove Health Scores
Grow Renewals
Expand Leads & Wallet Share
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
How Cisco Can Help You BuildCustomer Lifecycle Management& Adoption Practices
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 14
Partner Role & Enablement
HOW
ActivateBuild Practice
DeliverCustomer Methodology
ScaleCustomer Acceleration
IB Lifecycle Management
Land Adopt Expand Renew
Software Lifecycle Management
Business Practice People Tools Methodology
Process Use Cases
SW Lifecycle Advisor
Smart ServicesAdoption
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Build Your Practice
VALUE Framework
SuccessHub
Lifecycle Advantage
Lifecycle Advisor
Cisco Ready
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Get Rewarded
Grow As a Lifecycle Advisor
1. We are offering generous incentives for the following solutions:
Cisco Collaboration (WAN, Access, DC)
Cisco WebEx
Cisco Spark
Cisco ONE
*More offers to come
Help customers adopt what they have purchased
Changing our Sales motions and leading with solutions
Increasing recurring revenue
New Consumption models and buying programs
Cisco is transforming
Customer Business Outcomes
Get started now: Contact your PAM or alebrown@cisco.com for more details
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Subscribe To SuccessHub For More Informationcisco.com/go/customersforlife
SUBSCRIBE
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 18Presentation ID
Customer Success Manager Accreditation
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Q&A
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