customer adoption and lifecycle management best practices...consistent customer adopt and expand...

Customer Adoption and Lifecycle Management Best Practices

Sanjiv Mahajan, Customer Success Lead, Cisco Australia and New ZealandPartner Insight Breakout 3

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Gartner

“Today, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.”

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Cisco’s Transition

From New Paper Hardware Land Transactions

To Recurring Revenue

Hardware Software Services

Land Adopt

Expand Renew

Business Outcomes

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Move to a Recurring Revenue Engine

Essentials of Customer Success

LAND RENEW

Owns the Account

Maximizes Utilization

OptimisesOpportunity

Simplifies Contract

ADOPT EXPAND

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Why Customer Success?

5Presentation ID

Land Renew53%

20% 23%15%

0%10%20%30%40%50%60%

Deployment/Feature Usage

Deployment/Feature …

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Vision of Adoption

Why did I buy?

I know what outcomes I am

trying to achieve

What can it do?

I know the product’s

capabilities and how they impact

outcomes

How do I use?

I know which processes and people need to use it and how

they can use it the best way possible

What is success?

I know what outcomes this

product will drive and how and

when I will see those outcomes

Was it worth it?

My ROI exceeds what I expected.

I must renew and I want to buy more

from Cisco

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GTM Strategy

Hi Touch

1:10

Hi Touch Engagement + DigitalHi Touch Customer Success Manager

1

Virtual 1:100

Virtual or Partner Engagement + DigitalVirtual Customer Success Manager

2

Digital1:1000+

Pure Digital JourneyDigital Experience Manager

3

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Baseline Engagement Consistent Customer Adopt and Expand Experience

Before

Hope customer takes initiative, ad-hoc Cisco

support

Hope the partner helps

Hope the customer finds

on the web

Predictable achievement of

outcomes

Just-in-time needs based information

Growth: value realized, bookings

After

Validate Goals

Awareness

Learning

Usage

Embed inProcesses

A

L

U

E

V

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How to Measure Adoption Success

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Telemetry Key for Measuring Adoption

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Metric ContributionDeployment Ratio 30%

SW Version 10%

Feature Adoption 20%

Usage Measurement 20%

Value Index (subjective) 20%

TOTAL 100%

Did I deploy?

Am I using all the features?

How am I using the SW?

Am I up-to-date on the SW version?

Do I have metrics to measure success?

Have I embedded the SW into my processes?

How Do We Measure Customer Success?Health Scores

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Leverage Predictive Analytics

Increase Net Promoter ScoresMaximize Utilization & ValueImprove Health Scores

Grow Renewals

Expand Leads & Wallet Share

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How Cisco Can Help You BuildCustomer Lifecycle Management& Adoption Practices

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Partner Role & Enablement

HOW

ActivateBuild Practice

DeliverCustomer Methodology

ScaleCustomer Acceleration

IB Lifecycle Management

Land Adopt Expand Renew

Software Lifecycle Management

Business Practice People Tools Methodology

Process Use Cases

SW Lifecycle Advisor

Smart ServicesAdoption

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Build Your Practice

VALUE Framework

SuccessHub

Lifecycle Advantage

Lifecycle Advisor

Cisco Ready

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Get Rewarded

Grow As a Lifecycle Advisor

1. We are offering generous incentives for the following solutions:

Cisco Collaboration (WAN, Access, DC)

Cisco WebEx

Cisco Spark

Cisco ONE

*More offers to come

Help customers adopt what they have purchased

Changing our Sales motions and leading with solutions

Increasing recurring revenue

New Consumption models and buying programs

Cisco is transforming

Customer Business Outcomes

Get started now: Contact your PAM or alebrown@cisco.com for more details

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Subscribe To SuccessHub For More Informationcisco.com/go/customersforlife

SUBSCRIBE

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Customer Success Manager Accreditation

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Q&A

Presentation ID