Improving Customer Relevance and Business Outcomes
-
Upload
cisco -
Category
Technology
-
view
1.063 -
download
0
Transcript of Improving Customer Relevance and Business Outcomes
Improving Customer Relevance and Business Outcomes
Today’s Host: Scott Schell@Schell_ShockedSenior Manager, Global Customer Success Cisco Systems, Inc.
2© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
People
Automation
Process Analytics
Customer Success Methodology#successtalk
3© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
“68% of Customers leave because they think you don’t care about
them”
Rockefeller Corporation as cited in 18 Customer Facts Marketers Can’t Ignore, Brand Strategy Insider
Improving Customer Relevance and Business Outcomes
Guest Presenter: David McNicholas@Exec_RelevanceDirector US-Strategic Business Development, Comstor
Guest Presenter:Pete Davis@pjdavis71 Director, Global Customer Success – Americas, Cisco Systems, Inc.
#successtalk
5© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
The new conversation starts here.
6© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Are you selling with relevance?
6
#successtalk
7© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
It’s a new world eco system#successtalk
8© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Technology shifts drive change#successtalk
9© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Providers must respond to change to survive
if?What
#successtalk
10© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
11© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Digital IT
IOE
Fast IT
12© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Partners of the Future
Executive Relevance Selling
Grow Revenues
Control Expenses
Improve Cash Flow
Maximize Asset Utilization
Mitigate Risk
if?What
Transformed Partner
Hybrid Cloud
Managed Services(On / Off Premises)
Optimization Services
Application Services
Professional Services
Vertical Expertise
Digital IT
IOE
Fast ITCustomer Value
13© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Is your team selling with relevance?
Have you been…• Reduced to a fulfillment provider?• Regularly squeezed on price?• Selling primarily at the IT level?
Can you…• Translate technology into business
process improvements?• Read and interpret an annual report?• Convert IT solutions into hard cash
flows?• Measure a solution in terms of
shareholder value?
Do you understand…• How money works within a corporation?• Business and financial modeling?• How executives make investment decisions?
Does your team…• Understand how to create non-RFP opportunities?• Know how to expand relationships beyond IT?• Believe technology innovation is business transformation?
Are you…• Able to monetize technology solutions? • Prospecting IT for budgeted projects and RFP’s?• Finding that contacts are “no longer the sole decision makers ” ?
#successtalk
14© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Top 5 Customer Targets1. CFO
2. COO
3. CEO
4. Head of Strategy
5. CMO
Are you selling with relevance?#successtalk
15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
It is no longer an option to NOT understand finance.
16© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
If you don’t get out in front of this, everything you have worked for will be taken away.
17© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Engage customers. Show why they matter.
Grow Revenue
Optimize Expenses
Improve Cash Flow
Maximize Asset Use Manage Risk
!$#successtalk
18© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Grow Revenues
• Better Inbound Routing = Right Resource
• WebEx Sales Presos = Sell More
• Virtualize UC Systems – Share Inbound Sales Calls
• Contact Center (WFM)
Optimize Expenses
• WebEx Sales Presos – Less Travel
• Intelligent Call Routing = less FTE
• Virtualize UC = More call throughput
• Contact Center (WFM, CTI)
Improve Cash Flow
• WebEx Sales Presos.
• HCS = OpEx• Contact Center
(WFM, CTI)
Maximize Asset Usage
• Spark / Jabra• Single Number
Reach
Manage Risk
• Smart Net Total Care For UC
• UCC: Call reports• UC / Lancope
Security
Example: UC / Collaboration Solutions#successtalk
19© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Get out of the business of what & how.Get into the business of why!
Grow Revenue
Optimize Expenses
Improve Cash Flow
Maximize Asset Use Manage Risk
!$#successtalk
20© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
-Alexis Carrel
Invest in yourself.
“A man cannot remake himself without suffering for he is both the marble and the sculptor.”
21© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
How do you get started?
?
22© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Value Drivers Adoption Patterns Price Consideration Buying Preferences Purchase Triggers
Get to know your customers#successtalk
23© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Audience Poll
Does your company currently segment customers on attributes other than demographics and sales volume?
Cisco Confidential© 2015 Cisco and/or its affiliates. All rights reserved.
Yes No
#successtalk
24© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
High Touch Medium Touch Low/Tech Touch
Engage with your customers#successtalk
25© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Provide value to your customers
Adopt
Welcome
2nd Chance AttachExpand
Renew
Refresh
#successtalk
26© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Segmentation Engagement Lifecycle
27© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Find out how to save with strategic, digital investments in your customer success practice.
How to Automate and Digitize Customer EngagementJanuary 19, 2016
Discover the powerful impact of data and analytics in your post-sale initiatives.
Impact of Insight: Data & Analytics in Customer SuccessDecember 15, 2015
Upcoming Sessions
See how to create customer advocates to expand your business opportunities.
Evolving Your Install Base Management StrategyJanuary 5, 2016
#successtalk
Thank you.
#successtalk