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Stories of Big League Customer Success from Cisco and IBM

RICHELLE DEVEAUAccenture

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Your panelists

• Senior Director of Global Customer Success

Ed Daly, Cisco

• VP, Worldwide Go To Market Leader, Silverpop

Pam Woehrle, IBM

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Ed Daly: Fun fact…or fun fiction

Chemist? Triathlete?

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Pam Woehrle: Fun fact…or fun fiction

• I started running in my 40's and have run three half marathons

OR

• Fluent in three languages: • English• Italian (language of my family)• French (year abroad in college)

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1. HOW DID CUSTOMER SUCCESS GET STARTED IN

YOUR ORGANIZATION?

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Getting started with Customer Success

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Getting started with Customer Success

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2. WHAT IS THE SCOPE OF YOUR CUSTOMER

SUCCESS FUNCTION?

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Scope of your Customer Success function

Value Realization

Differentiation

Extend

Expand

New

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Scope of your Customer Success function

Selling & Discovery

PIPELINE to PRODUCTION

Transition Call CustomerWelcome Provisioning Onboarding Production

Customer

New Customer

CLIENT ADOPTION: WHO, WHAT & HOW

New User (Turnover) New Exec Skills: Badging User Groups Amplify

Conference

Contracting Flexibilty

RENEWAL, UPSELL, EXPANSION

New Divisions Business Growth Programs Seeing Tours QBRs Refuse to Lose

War Room

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3. HOW HAVE YOU DEMONSTRATED THE

VALUE / ROI OF CUSTOMER SUCCESS?

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Demonstrating ROI of Customer Success

Offer X Usage Leads Renew % Growth % New solutions $

Lower delivery costs

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Demonstrating ROI of Customer Success

LTV: The Lifetime Value of a typical customer

CAC: The Cost to Acquire a typical Customer

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4. HOW ARE YOU SCALING YOUR CUSTOMER

SUCCESS ORGANIZATION?

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Scaling your Customer Success Organization

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Scaling your Customer Success Organization

• Headcount Investment in Customer Renewal• Every Renewal Matters• Upsells can no longer mask renewal shortfalls• Early Warning – Get 2-3 quarters ahead of renewal risk• Sales doesn’t OWN Retention• Executive Focus on Customers: More than just Demand Gen

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5. WHAT’S NEXT?

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What’s next?

• New Cross Department Processes• Provisioning/Onboarding – the first “120 days” • Early Warning System (Red/Yellow/Green)

• Volumes• Usage• Support

• Transparency: Up and Across

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Q&A

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THANK YOU