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Bringing a Challenger Mentality to Customer Success

Mari-Frances Bentvelzen

Concur

Dylin WebsterConcur

#Pulse2017

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Drivers of Customer Loyalty

38%

9%

53%

Product Features

Perceived ROI

Experience of Person Working with Them

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Every Retained Dollar Compounds Over Time

*Bookings vs. Churn – David Skok

• Recurring Revenue is Key• 5%+ in retention = 111%+ in Customer

Lifetime Value• Client Retention is a Revenue Driver!

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• Observe• Feedback

The Challenger Mentality Journey

• Challenger Philosophy• Engagement Framework

Key Attributes to Set you Apart• Have strong two-way communication

skills• Offer unique perspective• Identify the business AND individual

customer’s value drivers• Comfortable discussing money• Can pressure the customer

Teach, Tailor & Control

2016

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Strong two-way communication skills

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Two Way Communication – Engagement Framework

IntroCall••Definesuccess••Setexpectations••Mitigaterisk

BusinessReview••Validatedeliveryonvisionofsuccess••Discoveropportunities••BuildTrust

TimeBased

EventBased

NewKeyContact••EstablishRelationship••Reviewexpectations••Discoverdepthofknowledge

RiskAssessment••Datasignalsofrisk••Understandscopeofissue(s)

••Asseslevelofrisk

NewAsset••Uncoverpotentialissues••Levelsetonexpectations

NPS••Stresstestforlargersystematicissues

••Assessrisk

EventBased

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Teach: Offer a unique perspective

Know Your Value

Become an Industry Expert

Differentiate Yourself

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Tailor: Make it Meaningful for Them

Organizational Initiatives Spend Management Priorities Solution Set

• Companies are all subject to Open Payments & Sunshine Act

• Regulatory Compliance. –Complex regulatory environment

• Mergers and acquisitions – In 2015 $70 billion in M&A have been announced with no sign of slowing down.

• The attendee functionality simplifies the expense report and reporting process

• Connections using Concur partners help populate the necessary attendee information

• Automation makes the data more accurate for reporting

• Intelligence / Consultative IntelligenceSunshine Act Compliance

• Risk Messaging• Global Operations• Mobile Workforce

• Travel & Expense

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Control: Provide Coherent Insights & Strong Recommendations

A wealth of data is available in Concur.

How are you empowering your managers to use it?• What incentives do you

have to control spend?• How are budgets

managed?• How do you support

difficult conversations?

Fermin, Corina

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Tying it all Together – Business Review

Intro

• Simple Agenda

• Role Clarity

Value BusinessReview Teach Close

• Client-specific

• Role-specific

• Tie value to products

• Lay foundation for current state

• Dig deeper for new insights

• Bring one best practice to inform how they operate

• Review impact and rollout of practice

• Make your commitments

• Next steps and time-based actions

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Results: Drastic Churn Reduction

0.00%

0.10%

0.20%

0.30%

0.40%

0.50%

0.60%

0.70%

0.80%

0.90%

Q1 2016 Q2 2016 Q3 2016 Q4 2016 Q1 2017

Revenue Churn by Quarter

35%DecreaseinChurn!

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How to Incorporate a Challenger Mentality

1. Create a Reason to Call2. Bring a Unique Perspective3. Learn their Business and Your Value4. Ask for their Commitment

Four Steps for Each Interaction

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THANK YOU

©2017 Gainsight. All Rights Reserved.

Dylin WebsterConcurSr. Director, Client Successdylin.webster@concur.com

Mari-Frances BentvelzenConcurVP, Client Successmari.bentvelzen@concur.com