The IoT Future: How Customer Success Drives Change at ... · Key IoT trends aﬀecting the Energy Power Industry Digital is disrupting and transforming the electricity industry, challenging

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The IoT Future: How Customer Success Drives Change at Infrastructure Companies


Panel Introduction

Tania Goldszmidt GE Power Digital


Panel Introduction



Panel Introduction

Joanne Delangie

Peak 10


Panel Introduction

Joanne Delangie

Peak 10


Panel Introduction

Peter Liang Nutanix


Panel Introduction

Peter Liang Nutanix


Welcome Your Panelists!


Joanne Delangie

Peak 10

Peter Liang Nutanix


We’ll Discuss 5 Topics in 3 Customer Stories

Customer Success in the Infrastructure industry

Trends in IoT influencing the Infrastructure industry

How CS teams are responding to these IoT trends

Measuring the success of CS teams in Infrastructure

CS advice to companies in the Infrastructure space


Peak 10


Customer Success Drivers in Infrastructure as a Service

•  Data Center Colocation Services

•  Cloud Service •  Managed Services

•  At Risk List •  Customer Rankings by KPIs •  Proactive Outreach

Business Evolution

Predictive Analytics Model

Churn correlation with: •  New services •  Lack of engagement •  Inconsistent processes

Customer Research

•  Launched CSM Team 2015

Customer Success Team

•  “The evolution of services from colocation to cloud and managed services required an evolution of customer interaction and setting expectations to transition from reactive to proactive outreach”


IoT Trend in IT Infrastructure - Evolution Continues

•  Increased Data •  Scalability •  Analytics Tools •  Data at Rest vs. Data in

Motion

New Services - New SLAs •  Self Service •  Self Monitoring

-  Removing human intervention

-  Remote Monitoring

How it affects CSM

“Analysts predict by 2020 there will be more than 5.5 billion machine to machine connections”


Customer Success in IT Infrastructure Operational Changes

CJ - Setting Expectations

Focus on Target Accounts

Customer Segment Automation

Tech in 10 Education Series

<$3K MRR Segment


Customer Success Achievement

Net Promoter Score (NPS) •  26% Reduction in Churn

YoY

•  94% Customer Retention Rate

Retention and Churn Results

Increased to 67.4

“The highest ever in the company’s history of tracking this metric and a clear indicator of its strong focus on the customer experience”


Building a Customer Success Team

1. Identify Risk Factors for Churn

2. Define the Customer Journey – Set Expectations

•  Pricing •  Support Tickets •  Contract Status •  Seasonal Factors


Building a Customer Success Team

3. Create Customer Health Score KPIs and CTAs

4. Hire an AWESOME team!

•  Customer Engagement •  Support Tickets •  Contract Status •  Seasonal Factors •  Pricing Variance

•  Positive Attitude •  Customer-oriented •  Professionalism •  Technical Aptitude •  Situational Fluency


Nutanix


Customer Success in IT Infrastructure

•  Impact Visibility /Blast Radius •  Preemptive Issue

Identification •  Infrastructure Health Check

•  Capacity Planning •  Virtual Machine Density (TCO

& ROI) •  “Pay-as-you-grow”

•  Risk Mitigation

•  Scalability & ROI

•  SOPs •  Workflow Management •  Deployment Project Mgmt •  PM the PM

•  Operations Management

•  Trusted Advisor for Eco-sys •  “Out-of-band” Comm.

•  Multi-vendor Relationship


IoT Trend in IT Infrastructure

•  Random I/O characteristics

•  Multi-tenancy •  Mixed workloads •  “Noisy neighbor” •  Unique challenge in

virtualized platform

•  New Challenges •  Relationship with

“ancillary” stakeholders (apps)

•  Infrastructure is always to blame

•  Mis-sized env affect CSAT

•  How it affects CSM


Evolving Role of CS at Nutanix

•  Tighter alignment to stakeholder business objective •  Understanding of customer’s “journey” to the Cloud •  Be accountable for the Eco-system •  Proactive infra sizing exercise •  Build relationship with infra team “customers”

•  Evolve CSM to address IoT trend


Metrics

•  Quantitative •  Executive engagement •  Influence on product sales •  Service (TRM) renewal •  Customer insight •  “Reference-ability” /

Marketing value

•  Qualitative


Building Customer Success

Key building blocks

People • Over hire for talent, experience, passion to start • Find “builders”

Processes • Templatize data collection (customer env.) • Standardize Risk Mitigation processes

Platform / Technology • Help scale • Measure team performance/compliance


GE Digital


Customer Success in “Industrial” Internet of Things (IIoT)

•  Multi-year contracts •  Product Roadmaps •  Co-development of solutions

•  Changing customers profiles •  Coaching & partnership vs

training & provisioning •  Leading a transformation

•  Customer Lifecycles

•  Change Management

•  Delivering long term business value:

•  Performance •  Productivity •  Reliability

•  Outcome Guarantees

•  Analytics – Trusting the data •  Power Industry – Operational

knowledge

•  SMEs and Data Experts

•  “Strategic partner of choice for customers to derive new value, new insights, new revenue and business models from digital assets”


Key IoT trends affecting the Energy Power Industry

Digital is disrupting and transforming the electricity industry, challenging old models and creating unprecedented opportunities

Combining software and data analytics with advanced hardware,

new digitally-enhanced power generation delivers… greater reliability, affordability and sustainability,

help lower costs, improve efficiencies, protect and secure assets,

create new growth and revenue opportunities and lower carbon output

The Future of Energy is DIGITAL


How is GE changing to lead the “Industrial” Internet of Things (IIoT)

At GE, CEO Jeff Immelt is leading our own digital-industrial journey,

from the way we work, to our products and solutions, to how we

engage with customers

With a new software portfolio and new GE businesses, we are

bringing new purpose-built digital solutions that span the entire

electricity value chain

New investments, New technology and New teams


How we define Customer Success at GE

•  Quantitative •  Customer outcomes

delivered and expressed by the customer (eBooks)

•  Qualitative •  Velocity through delivery

thread


Building Customer Success

Know Your Customer | Mind Your Delivery

People • It’s all about partnerships • "Everyone” is in the Customer Success business

Processes • Crisply clear definition of success, yours and your customers • Customer eBooks (Outcomes & Results) • Purposed built offerings Platform / Technology • True 360 Customer View & Delivery Thread …enabling Visibility, Proactive Engagement, Scalable Ops, Alignment


“Delivering” Customer Success

Know Your Customer: Offer purposed-built services for on-going success


Q&A

Documents

The IoT Future: How Customer Success Drives Change at ... · Key IoT trends aﬀecting the Energy Power Industry Digital is disrupting and transforming the electricity industry, challenging