Every EBR You Take: How to Execute Flawless Executive Business Reviews

Ariela BelzerF5 Networks

Adrian Beck Tanium

TANIUM AND ME

Tanium. See Everything. Do Anything• Endpoint Communications Platform• 1 server. Millions of endpoints• 700 employees. 400 customers

Adrian Beck• Director, Customer Success• = 1.5 years• = 3.5 years• = 1.5 years• = 8.5 years

• Always customer facing• Always consultative

• Currently building Customer Success at Tanium

Core Platform

Product Modules

AssetVisibility

Detection &Response

SecurityHygiene

OperationsManagement

EXECUTIVE BUSINESS REVIEWS AT TANIUM

• Fundamental to Customer Success at Tanium• Perfect for Tanium’s customer base and our Customer Success model

– Tanium is a unifying force!– Cross-technology– Cross-organisation

• Designed, built, not yet operationalised– Internal selling– Enabling Sales and TAM ….whilst we hire CSMs

• Simplest form:

Progress to Date Current Activities Road Ahead

Past Present Future

EBRs IN THE CUSTOMER JOURNEY

1. Customer Lead

3. Pre-Deployment

Planning

4. Server Installation

5. Agent Deployment & Discovery

6. Platform Optimisation

& Tuning

13. Use Cases & ROI

8. Execute Operating Model &

Engagement Plan

14. Executive Business Reviews

15. Renewals & Growth Strategy

17. Active User

Participation

18. Customer Advocacy

(Reference Selling)

11. Relationship Building & Meeting Cadence

16. Product Feedback & Innovation

9. Support and

Improvement

2. Sales Process (to be refined) 7. Training & On Boarding

Lead Gen Sales

12. Integration

Deployment

In ServiceAdvocacy

Success Attributes Success Attributes

Success Attribute Success Attributes

10. Health Tracking

EBRs IN THE (IMMINENT) CSM RESPONSIBILITY

TAMSales

Activity / Attention on Customer

Lead Sales Deployment In Service Advocacy

Full

Proactive

Reactive

CSM

Integration (Process / Business)Health Tracking

Executive Business ReviewsUse Cases (Continued)Use Cases

Return on Investment (Continued)Return on InvestmentEngagement Plan (Continued)Engagement Plan

Improvement Plans

Operating Model

EBR EXECUTION

EBR Resources Site

Format• Customer Feedback• Re-cap since last EBR• Metrics and Goals• Use Cases• ROI• Tanium Roadmap• Platform Maintenance,

Performance and Architecture• Summary / Next Steps

Optional but Good• Key Initiatives / Projects• Customer Benchmarking

Why, Context, Structure, Preparation, Examples

OUTCOMES

Value Relationships Knowledge

• Efficiencies• Costs eliminated• Risks removed

• Cross functional• Senior to day-to-day• Open and honest

• Discovery• Futures and roadmap• Goals

Strategic UnderstandingHeightened Activity

Follow Up Sessions

Enhanced Use Cases Training and Enablement Planning

Increased Satisfaction and Value

EXECUTIVE BUSINESS REVIEWS: SUMMARY

• EBRs are…(let’s not forget)…optional• EBRs are the cornerstone value articulation• EBRs are a catalyst for activity• EBRs are a break from the norm• EBRs are a decision forum• EBRs are an education opportunity• EBRs are a relationship building event• EBRs are career enhancing• EBRs are perfect for high touch models

Current Challenges• Not enough CSMs!• EBR fatigue?• Refining and honing

F5 NETWORKS

- Based in Seattle USA, established in 1996, public in 1999, offices worldwide.

- Over 50% market share in Application Delivery Controller market.

- F5 is deployed in 49 of the Fortune 50 companies

- F5 Mission is to deliver the most secure, fast, and reliable applications to anyone anywhere,

at anytime.

- Revenue US$2 billion, 4,300 employees

- F5 Silverline: cloud based F5 application services

F5 CUSTOMER ENGAGEMENT TEAM

Strategic(20% of customer base

ARR> Xk)

Mid Size(30% of customer base

Yk <ARR<Xk)

SMB(50% of customer base

ARR<Yk)

Tier 1 High Touch

Tier 2

Tier 3

Med Touch

Low Touch

Segment Value Strateg

y

Segmentation

CEM interaction

Account health

The Customer Engagement Team ensures our customers successfully on-board, adopt, and maintain Silverline solutions and continue to renew their licenses year-over-year.

Our mission is to build proven value for both customer and company.

F5 EBR GUIDELINES

- Available to selected Tier 1 customers

- Delivered remotely

- Security SaaS subscription challenge - how to demonstrate value

- Prepared, led and presented by the Customer Engagement Manager with the participation of

major stakeholders

- 360 degree strategic account view

EBR SUGGESTED AGENDA

Introduction & Overview

Operational Update

Business insightsOpen issues & next steps

Feedback

EBR EXECUTIVE SUMMARY SLIDE

What story do you want to tell?

What are the key points?

Are you showing value?

EBR SERVICE REQUEST VIEW

What are the KPI’s?

What are the important trends?

Are there areas for improvement?

What can possibly go wrong…?

SOME EBR’S CHALLENGES YOU MIGHT FACE

- Executive level does not join the call

- Customer wants the deck but doesn’t want a formal call

- Customer wants you to add many customized slides

- You get the first session scheduled but struggle to schedule the next one

- A low tier customer asks you for an EBR

THANK YOU