Where Art & Science Collide: FromNew Sales to Renew SalesJay Ackerman, Chief Renewal Officer & EVP of CustomerSuccess, ServiceSource

Marc Cannon, EVP of Client Services, Bazaarvoice

Gabriel Szulik, VP of Renewal Programs, Red Hat

Themes we will be covering

1

Finding overlookedopportunities

Using differentmetrics

Get your entireorganization alignedaround doing things

differently

Who is ServiceSource?

2

1999

$10 Million

$9 Billion

2013

New versus renew

3

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01010101010010101010100101010001100010100

Newsale

Renewalsale

20X the data

40X thetransactions

Bazaarvoice Overview

1. Source: Forrester Research

5

By 2016 an estimated

52%of total online andoffline retail sales willbe influenced byInternet content(1)

Vision:Connect and amplifyall the voices ofthe market

Vision:Connect and amplifyall the voices ofthe market

Mission:Change the worldone authenticconversation at a time

Mission:Change the worldone authenticconversation at a time

SellersBuyers

Makers

Red Hat OverviewNovember 2013

9

Company Overview

The World’s Open Source Leader

Provide reliable and high performing cloud, virtualization, storage, Linux®, andmiddleware technologies

>$1.3B in annual revenue

S&P 500 company trades on NYSE under ticker RHT

Market Capitalization more than $8 Billion

Headquarters in Raleigh, NC with approximately 80 worldwide offices

Long History of Operating Profitability and Strong Cash Flows

Approximately 6,000 Employees Worldwide

10

Open Source Drives Innovation

11

Red Hat Portfolio

The renewals challenge

12

It’s a volumeproblem

It’s a timingproblem

It’s a dataproblem

Deconstructing renewal rates leads toopportunity

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Company A

ResolutionRate

ClosureRate

ConversionRate

95% x 93% x 90%

Net RenewalRate

80%

Company B

ResolutionRate

ClosureRate

ConversionRate

60% x 89% x 150%

Net RenewalRate

80%

Evolution of customer deployments

14

Lay the foundation Unwind bad habits Get strategic

It’s a big opportunity!

15

$30B

16

Take a hard lookat your business.

17

Don’t let thenumbers lie to you.

#1

18

Question thestatus quo.

#2

19

What could you dowith 10-20%

increase in renewalrate?

#3

20

HOMERUN!

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http://www.servicesource.com/

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