Creating a Customer Value Exchange

Creating a Customer Value Exchange Leveraging Smart Net Total Care & Implementing Best Practices

Today’s Host: Scott Schell@Schell_ShockedSenior Manager, Global Customer Success Cisco Systems, Inc.

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Creating a Customer Value Exchange Leveraging Smart Net Total Care & Implementing Best Practices

Guest Presenter: Matt RichardsonPartner SMART Practice ManagerCisco Systems, Inc.


What is a Value Exchange?

Transaction between people where each receive value out of the exchange. Involves some combination of information, affirming

relationship and solving business challenges.

Increase customer interaction opportunities

Establish a predictable cadence for updates

Less formality

Targeted stakeholder


Use Smart Net Total Care tools to capture key data for a Value Exchange

Track progress towards achieving their business outcomes

Efficiently and effectively increase exchange of information

Value Exchange Objectives


Quarterly Business Review Model Value Exchange Model

• Periodic QBRs with stakeholders

• Formal presentation of activities and deliverables in the last 90-day plan

• Typically one-directional conversation

• More frequent updates with stakeholder

• Shorter, less formal updates on progress and results achieved

• Joint and collaborative exchange


Review Frequency

How often do you currently meet with customers to review their Cisco Install Base?

Quarterly

Annually

Never

Monthly

Weekly


How are we changing the conversation?

With a business outcome-based dialogue to create a plan


Value Exchange Example

“Use regular business reviews (with your higher touch customers) as a way to track progress to the objectives and targets you’ve jointly defined. If your customers understand that you have a

vested stake in their success and you share that common objective, they’ll be willing to engage with you on a regular

basis to collaborate on how they can get there.

– Nello Franco, SVP Customer Success, Talend


Data PresentedWhat types of install base information do you review with your customers?

Install Base Reconciliation

Contracts

Product Lifecycle

Solution Planning

Asset Tracking


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Value Exchange Components

Business Outcomes

Key Points Highlights Actionable Insights


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Engage customers. Show why they matter.

Grow Revenue

Optimize Expenses

Improve Cash Flow

Maximize Asset Use Manage Risk

!$


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Key Points

Install Base Coverage

Lifecycle Management

Alerts Management

Threat Awareness/Security


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Highlights

Alert Based Impacts

Lifecycle Based Impacts

Contract Coverage Based Impacts


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Actionable Insights - Smart Net Total Care MACRO


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Actionable Insights - Vulnerability Alerts

Use Product Alerts Report Use the Intellishield, Field Notice, PSIRT tabs Target the core devices from the customer’s viewpoint

Impacts: Nexus 7K, 5K,

4K


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Actionable Insights - Vulnerability Alerts

IOS versions: Where the network is running multiple versions by product family or asset type

IOS vulnerabilities that may require a patch or upgrade Large batch impacts such as OpenSSL or Protocol


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Actionable Insights - Lifecycle Management

Use Product Alerts Report Use the Hardware Alerts and Software Alerts tabs


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Actionable Insights - Contract Management

Use Contract Management Report Expiring Coverage and other Uncovered views –

keep the message clear

Uncovered core network devices with Lifecycle in mind Soon to expire service - yours or a competitor Coverage anomalies by technology (SLA, uncovered vs covered) Uncovered but at $, modules and cards which can be missed in

quote Contract clean-up opportunities (consolidation, site consistency)


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Actionable Insights - Install Base Coverage


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Actionable Insights - Covered Product Family

Uncovered by technology inconsistency (% of total): 7 7200 (47%), 8 WAAS (21%), 18 C6000 (56%)


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Keys to a Successful Value Exchange

Timely Interactions

Customer Outcomes

CollaborativeApproach

Actionable Analytics


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• Improve cash flow with peak network performanceLocate Uncovered Devices

• Improve asset use and optimize expensesIdentify LDOS/EOL Equipment

• Maintain network security and minimize exposure to riskIncrease Network Security

• Maximize asset use and ensure industry complianceMaintain Industry Compliance

• Safeguard network security and reduce riskThreat Awareness

Smart Net Total Care Smart Plays

NEW


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Learn more about how to build a first-class Smart Net Total Care adoption team.

Design a Winning Customer Adoption StrategyMay 31, 2016

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Discover who the players are on your adoption team and what makes them critical to your future success.

Reduce Churn with Adoption All-starsMay 17, 2016

Thank you.

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Technology

Creating a Customer Value Exchange