outcome engineering: customer success 360
TRANSCRIPT
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Outcome Engineering:Customer Success 360
Today’s Host: Kelly Crothers@Kelly_Crothers
Director of MarketingGlobal Virtual Sales & Customer Success Cisco Systems, Inc.
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2© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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Customer Success Methodology
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3© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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Visit SuccessHub
On demand webinars, videos, infographics, blogs, whitepapers and much more!
Visit Success Hub
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Outcome Engineering:Customer Success 360
Guest Presenter: Scott Brown
Senior Vice PresidentGlobal Virtual Sales & Customer SuccessCisco Systems, Inc.
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- Gartner
“By 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.”
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6© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Adjusting your approach for success.
Sell it and forget it… Continuous, meaningful, trigger-based engagement
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7© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Your future is in customer value realization.
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Adoption Analytics Customer Experience
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The revenue a supplier receives from its customers is increasingly tied to the successful consumption of the product.
- J.B. Wood, Todd Hewlin and Thomas LahB4B
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10© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Automation
Product Utilization
Personalization
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11© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Optimize effort and increase reach
with
Automation.
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12© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Identify inhibitors and drive value
with
Product Utilization.
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13© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Develop trust and create loyalty
with
Personalization.
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14© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Working with limited visibility is tough.
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15© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Develop a 360 customer view.
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16© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Customer experience is a team effort.
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17© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Build a solid foundation for success.
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18© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Fuel the future of your business.
Reduce cost to serve
Increase revenue/wallet share
Improve customer retention
Promote sticky features
Identify expand opportunities
Build a recurring revenue engine
Create customer loyalty
Enhance the customer experience
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20© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
It’s the journey, not the destination. Join Kelli Kirwin, Senior Manager of Cisco’s Americas Partner Success Manager team, as she shares her perspective on ways to improve customer retention with lifecycle management.
Lifecycle Practice DevelopmentOctober 25, 2016
Upcoming Sessions#successtalk
Sign up for a webinar
Data fuels your success engine. Join Andy Starr, Vice President of Cisco’s VP of Customer Success and Renewal Operations organization, as he shares his perspective on how data is key to understanding the customer lifecycle.
The Golden Thread: Connecting Data in the Value ChainNovember 15, 2016
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Thank you.
#successtalk