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Where Art and Science Collide: From New Sales to Renew Sales was one of our top sessions at Dreamforce' 13. This presentation highlights how companies can use different metrics to map and identify opportunities and reduce customer churn. It also highlights how organizations can operate differently to drive customer success
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Where Art & Science Collide: FromNew Sales to Renew SalesJay Ackerman, Chief Renewal Officer & EVP of CustomerSuccess, ServiceSource
Marc Cannon, EVP of Client Services, Bazaarvoice
Gabriel Szulik, VP of Renewal Programs, Red Hat
Themes we will be covering
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Finding overlookedopportunities
Using differentmetrics
Get your entireorganization alignedaround doing things
differently
Who is ServiceSource?
2
1999
$10 Million
$9 Billion
2013
New versus renew
3
0101001010101010
01010101010010101010100101010001100010100
Newsale
Renewalsale
20X the data
40X thetransactions
Bazaarvoice Overview
1. Source: Forrester Research
5
By 2016 an estimated
52%of total online andoffline retail sales willbe influenced byInternet content(1)
Vision:Connect and amplifyall the voices ofthe market
Vision:Connect and amplifyall the voices ofthe market
Mission:Change the worldone authenticconversation at a time
Mission:Change the worldone authenticconversation at a time
SellersBuyers
Makers
Red Hat OverviewNovember 2013
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Company Overview
The World’s Open Source Leader
Provide reliable and high performing cloud, virtualization, storage, Linux®, andmiddleware technologies
>$1.3B in annual revenue
S&P 500 company trades on NYSE under ticker RHT
Market Capitalization more than $8 Billion
Headquarters in Raleigh, NC with approximately 80 worldwide offices
Long History of Operating Profitability and Strong Cash Flows
Approximately 6,000 Employees Worldwide
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Open Source Drives Innovation
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Red Hat Portfolio
The renewals challenge
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It’s a volumeproblem
It’s a timingproblem
It’s a dataproblem
Deconstructing renewal rates leads toopportunity
13
Company A
ResolutionRate
ClosureRate
ConversionRate
95% x 93% x 90%
Net RenewalRate
80%
Company B
ResolutionRate
ClosureRate
ConversionRate
60% x 89% x 150%
Net RenewalRate
80%
Evolution of customer deployments
14
Lay the foundation Unwind bad habits Get strategic
It’s a big opportunity!
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$30B
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Take a hard lookat your business.
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Don’t let thenumbers lie to you.
#1
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Question thestatus quo.
#2
19
What could you dowith 10-20%
increase in renewalrate?
#3
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HOMERUN!
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http://www.servicesource.com/
For inquiries and additional information aboutServiceSource please visit -
