renewals for low-value, high-volume customers
TRANSCRIPT
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Renewals for Low-value, High-volume Customers
Today’s Host: Nichole Lemieux
Partner Experience ArchitectGlobal 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#successtalk
People
Automation
Process Analytics
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3© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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On demand webinars, videos, infographics, blogs, whitepapers and much more!
Visit SuccessHub
Visit Success Hub
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Renewals for Low-value, High-volume Customers
Guest Presenter:Bill Ford
Manager, Impact Customer SuccessCisco Systems, Inc.
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4 of the top 10 incumbents in the industries studied will be displaced in the next five
years.
Displacing incumbents. Reshaping markets.
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Sources: Sirius Decisions, 2014; Gartner 360 Summit; CEB, 2013
57% of the purchase decision is complete before a customer even
calls a supplier
67% of buyer’s journey is now done digitally and by 2020, that number
will increase to 85%
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Customer success is in play.
Adopt
Welcome
2nd Chance AttachExpand
Renew
Refresh
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8© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Success is achieved by actively managing the customer relationship after the initial sale so that the renewal becomes a non-event.
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High Dollar/Low Volume Coverage With Direct Sales Support
Low Dollar/High VolumeNo Coverage = Lost Revenue
Mid Dollar/Medium VolumeCoverage with Inside Sales / Virtual Sales
So many opportunities. So little time.
Impact of Insight: Data and Analytics in Customer Success
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10© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Simplify, digitize and automate your end-to-end customer engagement model to create customers for life.
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Audience Poll
11
Would you be willing to leverage automation to address your low-value, high-volume customer segment?
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12© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Accurate Data Automated Journeys Digital Transactions
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Work smarter, not harder.
Quote More Deliver More Book More
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14© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Data Engine
Functional
Product
Foundational
Behavioral
Offers
External
Customer Quotes
Automation Platform
Impact of Insight: Data and Analytics in Customer SuccessGrowing Customer Lifetime Value with Best-in-Class Data Management Practices
AutomatedDelivery
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Data makes the world go ‘round.
Analytics
Process
Automation
Data
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16© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What does data tell you about your
customers?
• Services purchases
• Contract status
• Renewal dates
• Content consumption
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Timing Message Expiration Offers Call-to-action
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The journey to a successful renewal.
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Automatic triggers drive the journey.
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#successtalk
Create a way to instantly transact the renewal.
Your secret weapon – Buy Now.
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Reduce churn/Increase retentionLower costMaximize revenueCreate a competitive advantage with a
digital customer experience
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22© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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Audience Poll
Could you benefit from some help in implementing an automation strategy for your customers?
Yes No
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Finance
Tech Support
Installed Base
External Data
Func
tiona
l Dat
a
Technical Services
Advanced Services Software
Offering Telemetry Data (Product Usage)
Social Behavior
Web Activity
Email Interaction
Sales and Support
Interactions
Sales and Marketing Data
CISCO DATA FOUNDATION
101010010101001010100101110010101010
ANALYTICS
AUTOMATION PLATFORMS
CUSTOMERS
Quotes CreatedB2B API Connection
Cisco Impact fuels your renewals business.
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Data Intelligence
•Data aggregation, normalization, enrichment & management
•Complete picture of installed base of services
•Key Benefits: accurate and actionable customer data, uncover new revenue streams
AutoQuote Campaign Engine
•Automation of pre-validated renewal and attach quote creation/delivery
•Cisco delivers opportunity data; partner provides contact data
•Email campaign is partner branded with a “call to action” to buy now
•Key Benefits: reduced cost of sale, increased renewals, address low dollar renewal opportunities
Cisco Impact Portal•A single view of Cisco service opportunities
•Service contract management, visibility to renewal or attach sales opportunities
•Auto notifications and AutoQuote setup and mgt
•Key Benefits: sales opportunity visibility, self help product/lifecycle management
Cisco Impact supports your business goals.
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Automated Service Renewal Quotes (AutoQuote®)
Results to date (2012 – 2016)• $9.5B automated quotes delivered to partner
channel to date• $975M in incremental bookings to date
Q3 FY16 Highlights• 375 active partners• Total opportunity size of $839M Q3FY16• 1,789 AutoQuote® campaigns in Q3FY16
• Partner configured quote automation and delivery, validated via B2B connection
• 6,726 data feeds processed• + 500 partner-supplied business rules
• 116,552 AutoQuote® emails delivered in Q3FY16
Play Video
Maximize your revenue potential.
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$417,932,503 $121,440,115
$296,492,389 $52,058,461
$244,434,592
$14,624,499
$76,080,731
$153,729,362
$0
$105,000,000
$210,000,000
$315,000,000
$420,000,000
$ VA
LUE
OF
QU
OTE
S 18% of ATTEMPTED
6% of SUCCESSFUL
31% of SUCCESSFUL
63% of SUCCESSFUL
Target % quote delivery FY16: Q2 = Baseline +3% Q3 = Baseline +7% Q4 = Baseline +10%
Reach more customers.
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27© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
#successtalk
Don’t just remind your customers to renew. Send them an automatically generated, ready-to-book quote, giving them the ability to instantly transact.
Digital Commerce with BuyNow!
Take the cost and headache out of selling low-dollar renewals.
Instant action boosts renewal potential.
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Without Customer Success With Customer Success
The value of Cisco Impact.
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What can you do now?
Set up a demo with your preferred distributor or visit the Cisco Impact website.http://impact.cisco.com
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@CiscoImpact
Let us know what you think!
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#successtalk
Create customers for life. Contract renewals is a stage in the customer lifecycle where you should emphasize the value your solutions provide and demonstrate your continued commitment to their future success. Find out more about how to structure a renewals process and ways for delivering value to your customers.
Countdown: T-Minus 24 Weeks to RenewalSeptember 13, 2016
Upcoming Sessions#successtalk
Sign up for a webinar
In the land of renewals, data is king. The right intelligence can help you engage more effectively with customers to increase your retention rates. Discover what the right information tells you about your customers.
Connecting Data to Fuel Recurring RevenueSeptember 27, 2016
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Thank you.
#successtalk