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1. Audio Broadcast window should automatically pop up; Audio will be streamed through your computer speakers

2. If Audio Broadcast window does not appear, go to Communicate menu and select Audio Broadcast

3. If you are unable to hear via your PC speakers, click the Phone button to request dial-in instructions

Joining Audio Broadcast

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1. Click on the Q&A arrow to expand the Q&A panel

2. Type your question• Technical Assistance – send to Scott• Content Questions – send to All Panelists

3. Click the Send button

Joining Audio Broadcast

Impact of Insight: Data & Analytics in Customer Success

Today’s Host: Scott Schell@Schell_ShockedSenior Manager, Global Customer Success Cisco Systems, Inc.

4© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

People

Automation

Process Analytics

Customer Success Methodology#successtalk

5© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Source: IDC, CMO Customer Experience Predictions for 2014

“80% of customer data will be wasted due to immature enterprise data “value chains” as poor data practices remain one of the biggest hurdles to marketing success”

Impact of Insight: Data & Analytics in Customer Success

Guest Presenter: Scott Herron@Scott_HerronChief Enablement OfficerGlobal Customer SuccessCisco Systems, Inc

Guest Presenter: Jason HulingCustom Application EngineerGlobal Customer SuccessCisco Systems, Inc

7© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

3.5x higher retention rate

20% customer lifetime value growth

ActionInsight

Why is quality data important?#successtalk

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Initial sale Post-sale

Data collection opportunities

Where is the data?#successtalk

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Where can you gain actionable insight?

Health Scoring

Journey Mapping

Loyalty

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Data management categories

Descriptive Analytics Predictive Analytics Prescriptive Analytics

#successtalk

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Descriptive Analytics

Predictive Analytics

Prescriptive Analytics

Audience Poll

Which type of data do you think will be most difficult to collect and understand?

12© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Source: IDC, CMO Customer Experience Predictions for 2014

“By 2017, 15% of B2B companies will use more than 20 data sources to personalize a high-value customer journey.”

Where do you start?

Big data management is essential to your Customer Success strategy.

Gap Analysis Aggregation

Integration

Enrichment/Cleansing

Ongoing Management

14© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

“80% of customer data is wasted”

Source: IDC, CMO Customer Experience Predictions for 2014

15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

MonitorObserve Examine

AssessMeasureAnalyze

CleanseParse

StandardizeCorrect

EnrichEnhance

ReportMatch

ConsolidateShare

Data lifecycle management#successtalk

16© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Monitor

Assess

Cleanse

Enrich

Report

Audience Poll

In what area do you think your organization can most improve with their data management lifecycle?

Identify trends to determine what your customer needs and what you can offer to solve for their outcomes.

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Where are your opportunities?

Adopt

Welcome

2nd Chance AttachExpand

Renew

Refresh

#successtalk

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50% Actionable

Sales or Purchaser

90% Actionable

Cisco is here to help you

Partner

#successtalk

20© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Do you want to have ready-to-book quotes at your established pricing and the ability to instantly transact renewals?

Set up a demo with your preferred distributor or visit the Cisco Impact website.http://impact.cisco.com

Find out more about what's available to you#successtalk

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Data

Insight

Action

Increase

dRevenue

Manage your data for business outcomes#successtalk

22© 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 how to build a winning team customer success team.

Anatomy of a Customer Success TeamFebruary 2, 2016

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