Post on 17-Feb-2017
Delivering on the Promise of Customer Health
Today’s Host: Nichole Lemieux
Partner Experience ArchitectGlobal Virtual Sales & Customer Success Cisco Systems, Inc.
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Customer Success Methodology
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Delivering on the Promise of Customer Health
Guest Presenter: Scott Brown
Senior Vice PresidentGlobal Virtual Sales & Customer SuccessCisco Systems, Inc.
- Gartner
Today, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.
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From
To
New Paper Hardware Land Transactions
Recurring Revenue Hardware/Software Services
Land Adopt Expand Renew
Business Outcomes
Cisco’s transition
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Evolution of sales motions.
ADOPT EXPAND
Owns the Account
Maximizes Utilization
Optimizes Opportunity
Simplifies Contract
Land Adopt RenewExpand
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Essentials of Customer Success
Move to a recurring revenue engine.
ADOPT EXPAND
Owns the Account
Maximizes Utilization
Optimizes Opportunity
Simplifies Contract
Land Adopt RenewExpand
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• Industry Best Practices
• Operational Optimization
• Drive Differentiation
• Outcome Focused
• Replicable VALUE Framework
• Customer Tested
Create consistent customer engagement.
AdoptionChecklist
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• Increase Net Promoter Scores
• Maximize Utilization & Value
• Improve Health Scores
• Grow Renewals
• Expand Leads & Wallet Share
Leverage predictive analytics.
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Scaling customer success.
Land Adopt Expand Renew
Digital Experience Platform
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Hi Touch
1:10
Hi Touch Engagement + DigitalHi Touch Customer Success Manager 1
Virtual 1:100-1000
Virtual Engagement + DigitalVirtual Customer Success Manager
2
Digital1:10,000+
Pure Digital JourneyDigital Experience Manager 3
Go-to-market strategy for partners.
Explore the digital journey.
Day 1: Three Customers Receive NextGen Firewall After Purchasing Through a Preferred Partner
Value Realization Must Occur in First 90 Days
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KEN
High Touch Customer Success
Manager
Dina
Partner 1
ARJUN
Virtual Customer Success Manager
Kate
Partner 2
AMY
Digital Experience Manager
Sue
Partner 3
Job Title: Network ManagerJob Level: ManagerAccount: Royal Bank of Scotland
Coverage Model: High Touch Customer Success Manager
Job Title: Network ManagerJob Level: ManagerAccount: County Federal Credit Union
Coverage Model: Digital Experience Manager
Job Title: Network ManagerJob Level: ManagerAccount: Singapore Exchange
Coverage Model: Virtual Customer Success Manager
KNOWN: KEN PORTER KNOWN: ARJUN KRISHNAN KNOWN: AMY DOLAN
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
8 6
84
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
7 8
56
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
9 8
89
Julia Shen
Julia (Account Manager)
Julia
Hey Julia, I saw the order come through for Next Gen Firewall for Royal Bank of Scotland. Is now a good time for me to set up our initial meeting for their Adoption journey?
Hey Dina– yes, go ahead and get the adoption process started.
Great, thanks! After I meet with the customer, I’ll come back and update you. I am going to schedule a demo with the account team too.
AMY
ARJUN
KEN
AMY
ARJUN
KEN
VIRTUAL WHITEBOARDINGCisco dCloud Partner Demo to Customer
Dina High Touch Customer
Success Manager
Customer Health Scores
Customer 360
Julia Account Manager
AdoptionAnalytics
Job Title: Network ManagerJob Level: ManagerAccount: Royal Bank of Scotland
Coverage Model: High Touch Customer Success Manager
Job Title: Network ManagerJob Level: ManagerAccount: County Federal Credit Union
Coverage Model: Digital Experience Manager
Job Title: Network ManagerJob Level: ManagerAccount: Singapore Exchange
Coverage Model: Virtual Customer Success Manager
KNOWN: KEN PORTER KNOWN: ARJUN KRISHNAN KNOWN: AMY DOLAN
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
8 6
84
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
7 8
56
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
9 8
89
AMY
KEN
LIFECYCLE ADVANTAGEEmail Automation
Automated Deployment of Personalized Messages based on
Partner-Defined Campaign Settings
Click to ChatCustomer Inbound Response Directly to Partner or Cisco Adoption Support Desk
Hi. Got your welcome email, can you walk me through the config steps?
Click to Chat X
Hi Arjun! Yes, I’m happy to help you!
ARJUN
Kate works with Arjun and sees health score improvements in digital
engagement and in adoption.
AMY
KEN
ARJUN
Job Title: Network ManagerJob Level: ManagerAccount: Royal Bank of Scotland
Coverage Model: High Touch Customer Success Manager
Job Title: Network ManagerJob Level: ManagerAccount: County Federal Credit Union
Coverage Model: Digital Experience Manager
Job Title: Network ManagerJob Level: ManagerAccount: Singapore Exchange
Coverage Model: Virtual Customer Success Manager
KNOWN: KEN PORTER KNOWN: ARJUN KRISHNAN KNOWN: AMY DOLAN
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
8 6
84
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
7 8
56
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
9 8
89
KEN
ARJUN
AMY
Amy receives auto served on-boarding Instructions on a Personalized Page
Low-Touch/Self-guided
personalized Adoption
call-to-action
Sue Digital
Experience Manager
Dynamic self-guided Digital Tools & Resources
Digital Data
Contacts Reading Email 2,458
Clicks On Video 689
Avg. Time Video Viewed 2:34
Clicks On Webinar Link 242
Webinar Registrants 187
Clicks On Guide 127
Most Popular Touch Video
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Hi Touch
Added Cisco AMP for Networks
Virtual Upgraded to ASA with FirePOWER
Digital Refreshed Cisco Router
Adoption creates expand opportunities.
KEN
ARJUN
AMY
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VALUE Framework
SuccessHub
Lifecycle Advantage
Cisco Impact
aQ
Lifecycle Advisor
Cisco Ready
Build your practice.
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Reduced Cost to Serve
Recurring Revenue Engine
Improved Customer Retention
Increased Utilization
Identified Expand Opportunities
Customer Loyalty
Enhanced Customer Experience
Competitive Differentiation
Customer success rewards.
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@CiscoImpact
Let us know what you think!
customersuccesstalk@external.cisco.com
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Customer success in action. Find out more about how the Burwood Group is realizing success in their approach to helping customers achieve their goals.
Burwood Group: Smarter Solutions. Better Outcomes.February 14, 2017
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Commit to provide VALUE for your customers. Learn more about how to gain insights into the customer experience and accelerate time-to-value that secures the future of your business.
Driving VALUE to Realize SuccessFebruary 28, 2017
Thank you.
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