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Transform the Customer Experience with In Sync Account Management
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Transcript of Transform the Customer Experience with In Sync Account Management
TRANSFORM THE CUSTOMER
EXPERIENCE WITH IN SYNC ACCOUNT
MANAGEMENT
Event 2 of 3 in B2B Sales Summer School Series
Today’s Speakers
3
Lauren KleinSocial Business Strategist Hitachi Data Systems@thelaurenklein
James CaterVice President of Global Account Program DevelopmentHitachi Data Systems@jcater01
Jarrett O’BrienSr. Product Marketing ManagerJive Software@jarrettobrien
© Hitachi Data Systems Corporation 2013. All Rights Reserved.4
@jiveworldjivesoftware.com/jiveworld
55 © Hitachi Data Systems Corporation 2013. All Rights Reserved.
James Cater, Vice President, Global Accounts Program
@jcater01
HITACHI DATA SYSTEMS GLOBAL ACCOUNTS COMMUNITY
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HITACHI, LTD. OVERVIEW
No. 38 in the 2012 Fortune Global 500
$96B
326,000 EMPLOYEES
THOUSANDS OF PhDs
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HITACHI DATA SYSTEMS AT A GLANCE
6,000 EMPLOYEES150 COUNTRIES
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THE DATA REVOLUTION
Transforming IT
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OUR VISION
We solve our customers’ immediate problems AND build a path for the future
We help our customers realize NEW value from their data by transforming data into information NEW INFORMATION = NEW OPPORTUNITIES
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SOCIAL INNOVATION
INSIGHTS THAT DELIVER ON THE PROMISE OF BIG DATA
MACHINE DATA
HUMANDATA
BUSINESS DATA
MEDICAL TRAFFIC SECURITY
RAILWAY PUBLIC DISTRIBUTION
FINANCIAL ENERGY
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CUSTOMER COMMUNICATION
COMMUNICATETO OVERCOMECHALLENGES
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TODAY’S ENTERPRISE LANDSCAPE
TOP 5 CIO I.T. PRIORITIES FOR 2013 *
Increase enterprise growth
Deliver operational results
Reduce enterprise costs
Attract and retain new customers
Improve applications and infrastructure
* Gartner: “Hunting and Harvesting in a Digital World: The 2013 CIO Agenda,” Jan. 1, 2013
5
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Streamline communications and provide unparalleled service ‒ Seamless global solutions, services,
and operations
‒ Consistency across regions
Foster adaptability
Keep focus on innovation
OUR MISSION
GLOBAL ACCOUNTS PROGRAM
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ESSENTIAL COMPONENTS
Global Accounts Program
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HITACHI DATA SYSTEMS COMMUNITY
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Customers and Partners
DEEPER LEVEL OF INTERACTION FOR CUSTOMERS AND PARTNERS
Hitachi Data Systems Community
Local Account
TeamHDS.co
m
Partner
Portal
Self-HelpConsultative Support
Product EnhancementRequest
Local Account
Team
Current Process
Product Insightsand Collaborative
Design
CustomerPortal
Used by permission of LeaderNetworks
17
DECISION CRITERIA
Real-time access to customers worldwide
Robust social media capabilities
Ability to enable
dynamic engagement
Ability to activate rich
content
Enable special groups to form and establish
guidelines
Mobile component
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CRITICAL COMPONENTS
Openness
Transparency to transform
customer relationships and ensure
mutual success
Insights Gamification
Leverage information to
drive innovation in
the right direction
Motivation and loyalty-building
strategy to engage
members in new and
interesting ways
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COMMUNITY LAUNCH
June 2013: Full release
Targeted to all 14,000+ HDS customers, 1,200+ HDS partners, prospects, and ISVs
First communities ‒ Products and Solutions
Forum (peer-to-peer community)
‒ Developer Network for Hitachi Content Platform
‒ Global Accounts pilot
‒ Existing SSP Community
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ORGANIZATIONAL CHANGE MANAGEMENT
We establish a sense of urgency
We establish a cross-functional global board
We develop the program and change vision
We engage HDS executives
We engage internal audiences and “work out loud”
We consistently communicate wins
We are steadfast and persistent
We draw connections with the Hitachi Spirit
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103 YEARS – 1 SPIRIT
WA: HARMONYTRUST AND RESPECT FOR CUSTOMERS, PARTNERS, AND THE ENVIRONMENT
MAKOTO: SINCERITYFAIRNESS, HONESTY, AND INTEGRITY – EVERY MOMENT, EVERY DAY
KAITAKUSHA-SEISHIN: PIONEERING SPIRIT
ACCEPTING THE CHALLENGE OF CONSTANT INNOVATION
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LAUNCH RESULTS
More than 14,000
customers
Membership growing by
10% per week
Peer-to-peer
supportMore than 1,200
partners
Cultural transformation
1,500 members
in the first week
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CULTURAL TRANSFORMATION
Different Types of Communities
OpenPeer-to-Peer
SecureGroups
HDS Community Global Accounts Lobby
Global AccountGlobal Account
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Virtual office hours
Core culture is extended into the ecosystem
Employee engagement
SHINING MOMENT
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SALES ENABLEMENT
TOP REASONS WHY SALES SHOULD USE SOCIAL MEDIA AND COMMUNITIES TO ENGAGE WITH CUSTOMERS
Become more relevant by improving your understanding of your customer’s business
Open customer engagements in new areas of the customers’ business
Increase the global reach and depth of your customer relationships
Increase your productivity and shorten the sales cycle
Enhance and transform your customer’s experience
Influence purchase decisions being made real-time by prospects
Move from a 1-to-1 relationship map to many-to-many between the customer and HDS
Gather competitive intelligence, including real-time competitive responses
Increase levels of collaboration and trust with the customer
Develop relationships with advocates/customer peers who influence purchase decisions
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CUSTOMER-CENTRIC APPROACH
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CONNECT WITH GLOBAL ACCOUNTS
Global Accounts Customer Communityhttp://bit.ly/HDSGAcommunity
@HDSGlobalAccts
@jcater01
2828
THANK YOU
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SOCIAL BUSINESS: JIVE FOR SALES
© Jive confidential29
14% reduction in sales support needs
23% reduction in rep ramp time
8% increase in the number of deals
© Jive confidential30
Top performersAverage performersBottom performers
Results with Jive: Better Reps, More Sales.
With Jive13% revenue/rep12% win rate*
*independently verified by a top 3 global consulting firm
Before Jive
How Sales leverages JiveRamp new reps faster
Ensure reps stay in the know
Accelerate deals
© Jive confidential
31
© Jive confidential33
Jive Adds Value to CRM to Manage Accts.
Create Opportunity
VA
LU
E
DEAL CYCLE
Email Experts
Phone > Prep
Win / LossAdd Contracts
Record OutcomesMeeting
Create Deliverables
CRM
Jive Deal Room
Invite Entire Team (@)
Collaborate on Opp. Notes
Jive Present
Projects / Tasks?’s / Decisions
MS Office PluginRFP Process
External Groups
Real-time MeetingsBest Practices
Impact Statistics
Value: Managing Accts and Deal Rooms
Deal Sizes: 5%• Quarterback the best experts to solution / cross sell• Enhanced business case justification / negotiation
Win Rates: 12%• Higher quality presentations and proposals• JIT competitive sharing and differentiation
Deals / Year: 8% • Immediate access to knowledge and experts• Less duplication of effort across deals
Support Costs: 14%• Visibility across deals, regions, risk, need.• Governed self service model for requests
RFP Response Time: 25%• Streamlined RFP coordination and process• Less bottlenecks greater and agility to respond
$5.5-$10.5 Million33% in Wins Rate30% Sales Cycle29% in Support Cost
Source: Jive customer survey performed by Top 3 Global Consulting Firm
Q & A
Today’s Speakers
Lauren Klein@thelaurenklein
James Cater@jcater01
Jarrett O’Brien@jarrettobrien
Hear More of Hitachi’s Story at Jive World:http://jiveworld.jivesoftware.com/session/sales-hitachi-data-systems/
Connect with Hitachi and others in the Jive Community:https://community.jivesoftware.com/community/socbiz/sales