Countdown: T-Minus 24 Weeks to Renewal

Countdown: T-Minus 24 Weeks to Renewal

Today’s Host: Cindy Ong

Marketing ManagerGlobal Virtual Sales & 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

Countdown: T-Minus 24 Weeks to Renewal

Guest Presenter:Ray Cherie

Manager, Global ServicesGlobal Virtual Sales & Customer SuccessCisco Systems, Inc.


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Times, they are a changin’


Improve the experience. Create a structured process.


Source: Gartner

“80% of a company’s future revenue will come from just 20% of their existing customers.”


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It’s just too much work.

High Effort Low Effort

High Loyalty Low Loyalty

Low Effort High Effort

20% Retention

21% Growth

25% Retention

15% Growth

Source: CEB Analysis


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Ouch, that hurts.

Installed Base Inventory

Reconciliation

Contract Negotiation

Terms & Conditions

Active SNTC Collector SMART AssistInstalled Base ManagementTS Advantage

Installed Base Inventory

Reconciliation


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Stop churn in its tracks.

Adopt

Welcome

2nd Chance AttachExpand

Renew

Refresh


Start early for optimal results.

Your

Com

pany

’s S

atis

fact

ion

Your Customer’s Satisfaction

Source: Vantage Partners Harvard Negotiation Project

Low Value

HighValue

HighValue

Wasted Value


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Audience Poll

12

Do you currently use a checklist for your customer’s renewal process?


Why is a T-Minus schedule critical to successful renewals??


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It’s the final countdown.

Inventory Discovery

Order Processing

Inventory Reconciliation

Quote Completion

Approvals Process

Adoption of Solutions

24 22 18 14 10 2 0+

T-Minus Schedule

Customer Alignment


Customer Alignment Schedule a kickoff meeting Agree on inventory reconciliation

process and timeline Identify key decision makers Determine proposal process

T-Minus 24 Weeks to Renewal

A path to identifying customer priorities.


Inventory Discovery Cast a wide net Establish an accurate network

view Define the company footprint


A journey to find missing links.


Inventory Reconciliation Agree and document last date of

change (EX: MACD) Understand customer’s

equipment evaluation method (avoid piecemeal changes)

Only the customer can determine their overall risk tolerance


A land of complicated lists.


Quote Completion Finalize the quotes and your

proposal with Cisco Double-check for changes to

stakeholders, approvers and approval process

Confirm devices where your customer has declined support coverage


An exercise in connecting the dots.


Approvals Process Schedule 90/60/30 notices Confirm quotes are valid Financing considerations and

steps for approval


A plan for keeping everyone on task.


Order Processing Track quote conversion to

contract number Confirm Cisco service contract

accuracy Communicate completion of the

service renewal to the customer


A final stage in the journey to renewal.


Adoption of Solutions Deliver contracted services Transition to your adoption team Plan to maintain network

accuracy and visibility


A celebration of all your hard work.

T-Minus Virtual Reference Guide

Weeks Actions

T-Minus 24 Weeks Schedule a kickoff meeting Agree on inventory reconciliation process and timeline

Identify key decision makers & Determine proposal process

T-Minus 22 WeeksCast a wide net by gathering asset information from multiple sources - data from a number of sources -

customer, your records and Cisco.

Establish an accurate network view Define the company footprint

T-Minus 18 Weeks Agree and document last date of change (EX: MACD)

Understand customer’s equipment evaluation method (avoid piecemeal

changes)

Only the customer can determine their overall risk tolerance

T-Minus 14 Weeks Finalize the quotes and your proposal with Cisco

Double-check for changes to stakeholders, approvers and approval

process

Confirm devices where your customer has declined support coverage

T-Minus 10 Weeks Schedule 90/60/30 notices Confirm quotes are valid Financing considerations and steps for approval

T-Minus 2 Weeks Track quote conversion to contract number Confirm Cisco service contract accuracy Communicate completion of the service

renewal to the customer

T-Minus 0 Weeks Deliver contracted services Transition to your adoption team Plan to maintain network accuracy and visibility


@CiscoImpact

Let us know what you think!

[email protected]

mailto:[email protected]


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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

Upcoming Sessions#successtalk

Sign up for a webinar

Join Scott Brown, Senior Vice President of Cisco’s Global Virtual Sales & Customer Success organization, as he shares his perspective on the concept of Outcome Engineering and ways to accelerate growth for your business.

Outcome Engineering: Customer Success 360October 11, 2016



Thank you.

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Technology

Countdown: T-Minus 24 Weeks to Renewal