Delivering on the Promise of Customer Health

Delivering on the Promise of Customer Health

Today’s Host: Nichole Lemieux

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

2© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

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Customer Success Methodology


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http://impact-info.cisco.com/l/64992/2016-05-12/8m9zbm

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


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


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



7 8

56



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










8 6

84



7 8

56



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










8 6

84



7 8

56



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.


@CiscoImpact

Let us know what you think!

[email protected]

mailto:[email protected]


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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

Upcoming Sessions#successtalk

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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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Delivering on the Promise of Customer Health

Technology

Transcript of Delivering on the Promise of Customer Health