lifecycle practice development

Lifecycle Practice Development

Today’s Host: Nichole Lemieux

Partner Experience ArchitectGlobal Virtual Sales & Customer Success Cisco Systems, Inc.

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Lifecycle Practice Development

Guest Presenter: Kelli Kirwin

Senior ManagerGlobal Virtual Sales & Customer Success Cisco Systems, Inc.

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Market Transitions -Closing the Gap

Your Adoption Opportunity

Standing up a Profitable Customer

Success Practice

Customer Success Landscape

$

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Market Transitions Over the Next 3 Years

60% 3X 75% 100%

70%

… of IT spend is influenced or spent

by Lines of Business

…“as-a-Service” Consumption Model spend

outpacing IT spend

… of customers are unprepared for

digital disruptions in their businesses

… of IT spend growth will be in

Cloud, Mobile, Big Data, and Social

… of global CEOs say Security will

be a Top 3 business priority

Partners building horizontal and

vertical practices to access new LOBs

SP Partners stood up HCS, TPaaS, VDI

services, VMS, and more

Built Multi-Partner connections to

capture IoE/T TAM

Enabled and expanded their

professional services practices

Investing in holistic Security practices to “connect and protect”

PAR

TNE

R

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Value Realization

Differentiation

Extend

Expand

New

Lifecycle Services – Upsell Not Resell

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Transformational shift across all industries fueled by digital disruption

“Revenue is a lagging indicator, usage is a leading indicator…There’s only one real challenge, getting

an entire organization to fall in love with these leading indicators of success.”

- Satya Nadella, Microsoft CEO

“It costs $1 to get $1 in incremental revenue from a new customer. It costs .20¢ to get $1

of revenue from an existing customer… real margins are in renewals and expansion.”

-Thomas Lah, TSIA Executive Director

“…plaguing us today is the slow adoption of Ucaas…not sure we can do it without Cisco’s help…we need help getting the customers to adopt the licenses they have purchased and

implementing the seats.”

- Mike Lanman, SVP Verizon

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NetworkingApplications,

End Points Cloud

1000+ 1131162000 200

Success Customer

External Landscape

It’s not just these companies that have built customer success organizations… 91% of all SaaS companies

63% of the top technology firms Average tenure of their customer success team: SaaS 22 months; Networking 8 months

The Vision of Adoption

?

I know what outcomes I am

trying to achieve

I know the product’s capabilities and how they impact

outcomes

I know which processes and

people need to use it and how they can use it the best way

possible

I know what outcomes this

product will drive and how and when I

will see those outcomes

My ROI exceeds what I expected.

I must renew and I want to buy more

from Cisco

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Consistent Methodology for Engagement

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Partner Integrated Adoption Plan

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Customer Success Manager (CuSM)

Drives adoption and expansion of solutions by aligning to key customer business outcomes.

Key Activities Skills1. Customer Lifecycle Advocate: Be responsible for customer adoption and expansion of

Traditional and Cloud solutions by aligning to key customer business outcomes and KPIs. Promote Customer Satisfaction and Loyalty (Low Churn)

2. Consumption Enablement: Drive Adoption of contractually and/or agreed capabilities, number of users, licenses, features, service units and bundles and therefore ensure customers are capturing value.

3. Measure and Report Impact: Measure impact on business outcomes and leverage dashboard and other communication mechanisms to represent the values and quantified impact to outcomes.

4. Expand Opportunity: Leverage adoption information to identify expand opportunities through additional services or expanded coverage

5. Align Solution: Align expanded capabilities to KPIs and desired outcomes. Determine which incremental services/capabilities can continue to address the challenges and outcomes. Structure the right solution.

6. Hand off to Expand for Close: Hand off for proposal development, negotiation and close.

1. Relationship management2. Business acumen3. Intellectual curiosity4. Problem solving5. Orchestration 6. Knowledge of Cisco solutions and tools7. Sales

Do you have this role in your

business?

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Automation

Customer Success Manager

Virtual Customer Success Manager

Digital Engagement

Deliver and Measure Impact

Pipeline Growth Qualified Sales Leads Productivity Gains Improved Close Rates Easier Renewals

Expansion Currency

Good for the Seller

Customer Health Feature Utilization Faster Outcomes Value Realization Earned Loyalty Product Stickiness

Adoption Currency

Good for the Customer

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Health scores are based on frequency of activity: Usage Uploads Report Downloads

Adoption Currency

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Engagement helps maximize investment.

Customer Success Manager

guided the customer to self-

help materials and a webinar to address their

adoption barriers.

A large state agency initially purchased 14K

endpoint connectors and only deployed 8.

The Customer, within one week, deployed almost

9K connectors and was delighted that a CuSM was there

to help.

Engagement drove deployed licenses up by 43% over two weeks!

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Engagement demonstrates value.

Customer Success Manager engaged VALUE

process: ELA benefits, utilization reports, usage of

key features, customer KPI

impact.

A large financial institution made a

Collab ELA investment,

15,500 KW users, but were unaware of contract details,

ELA value and usage.

28% increase in knowledge of

workers greatly increase the

perceived value of the solution.

Yield of +$900K bookings and a frictionless renewal.

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What’s in it for you?

Competitive differentiation Greater customer satisfaction

and retention Increase in sales and expand

opportunities Higher renewal rates Higher rebates and

incentives

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Evaluate what resources are needed to support an adoption practice within your organization.

Review your customer base and determine which accounts are adoption prospects.

Reach out to your PSM, PAM or PSDM:• Request a Cisco adoption playbook • Discuss the potential for an adoption

workshop • Start building your adoption practice!• Leverage programs & campaigns to

accelerate

Next Steps

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@CiscoImpact

Let us know what you think!

customersuccesstalk@external.cisco.com

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Upcoming Sessions#successtalk

Sign up for a webinar

Data fuels your success engine. Join Andy Starr, Vice President of Cisco’s Customer Success and Renewal Operations organization, as he shares his perspective on how data is key to understanding the customer lifecycle.

The Golden Thread: Connecting Data in the Value ChainNovember 15, 2016

Check out highlights from the past year in Customer Success. The videos are shortened versions of all our sessions summed up in about five minutes.

Customer Success Talk RewindYouTube

Thank you.

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