outcome engineering: customer success 360
TRANSCRIPT
Outcome Engineering:Customer Success 360
Today’s Host: Kelly Crothers@Kelly_Crothers
Director of MarketingGlobal Virtual Sales & Customer Success Cisco Systems, Inc.
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Customer Success Methodology
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Outcome Engineering:Customer Success 360
Guest Presenter: Scott Brown
Senior Vice PresidentGlobal Virtual Sales & Customer SuccessCisco Systems, Inc.
- Gartner
“By 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.”
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Adjusting your approach for success.
Sell it and forget it… Continuous, meaningful, trigger-based engagement
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Your future is in customer value realization.
Adoption Analytics Customer Experience
The revenue a supplier receives from its customers is increasingly tied to the successful consumption of the product.
- J.B. Wood, Todd Hewlin and Thomas LahB4B
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Automation
Product Utilization
Personalization
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Optimize effort and increase reach
with
Automation.
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Identify inhibitors and drive value
with
Product Utilization.
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Develop trust and create loyalty
with
Personalization.
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Working with limited visibility is tough.
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Develop a 360 customer view.
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Customer experience is a team effort.
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Build a solid foundation for success.
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Fuel the future of your business.
Reduce cost to serve
Increase revenue/wallet share
Improve customer retention
Promote sticky features
Identify expand opportunities
Build a recurring revenue engine
Create customer loyalty
Enhance the customer experience
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It’s the journey, not the destination. Join Kelli Kirwin, Senior Manager of Cisco’s Americas Partner Success Manager team, as she shares her perspective on ways to improve customer retention with lifecycle management.
Lifecycle Practice DevelopmentOctober 25, 2016
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Data fuels your success engine. Join Andy Starr, Vice President of Cisco’s VP of 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
Thank you.
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