Driving VALUE to Realize Success

Today’s Host: Nichole Lemieux

Partner Experience ArchitectGlobal Virtual Sales & Customer Success Cisco Systems, Inc.

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Customer Success Methodology

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Driving VALUE to Realize Success

Guest Presenter: Wes Elder Global Success Manager Cisco Systems, Inc.

In a subscription economy…adoption is the new gas pedal and customer value realization is a journey.

J.B. Wood, Todd Hewlin, Thomas Lah – B4B

“The revenue a supplier receives from its customers is increasingly tied to the successful consumption of the product.”

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Initial sale Post-sale

Greatest revenue opportunities

$ $ $ $

Customers must actively adopt your services and expect to realize value quickly.

- Walker

“By 2020, customer experience will overtake price and product as the key brand differentiator.”

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Adoption is critical to satisfaction

Customers’ expectations must be met in a

subscription-based economy.

Customers want your commitment to helping them

achieve outcomes.

Focusing your efforts on adoption will reduce churn

and increase renewal rates.

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Vision of adoption

?

I know what outcomes I am

trying to achieve

I know the product’s capabilities and how they impact

outcomes

I know which processes and

people need to use it and how they can use it the best way

possible

I know what outcomes this

product will drive and how and when I

will see those outcomes

My ROI exceeds what I expected.

I must renew and I want to buy more

from Cisco

Gain insights into the customer experience and help them realize their business outcomes through consistent, process-driven engagements with customers leveraging  analytics and automation.

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Consistent method of engagement

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Validate business outcomesEstablish what’s important to the customer and how they define success. Everyone should have a clear understanding of roles, expectations and responsibilities.

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Enable awarenessCustomers only realize value when they effectively use solutions purchased. Specifically, they need to know how the features and functions of the technology will help them achieve their goals.

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Leverage the learningsPerceived value of a solution differs based on the each person’s role within the business. It is important to address the needs of each person if adoption is to be achieved.

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Feature utilizationDemonstrate the correlation between the solution and the customer’s definition of success. Monitoring product usage regularly makes it easier to identify areas of improvement and align product capabilities with customer goals.

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Embed processesMake it a point to demonstrate the value of implementing key solution features into their internal processes. This ensures successful adoption and creates growth opportunities.

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Automation

Customer Success Manager

Virtual Customer Success Manager

Digital Engagement

Deliver and measure impact

Pipeline growth Qualified sales leads Productivity gains Improved close rates Easier renewals

Expansion currency

Good for the seller

Customer health Feature utilization Faster outcomes Value realization Earned loyalty Product stickiness

Adoption currency

Good for the customer

Partners

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Reduces cost to serveIncreases revenue/wallet shareImproves customer retentionPromotes sticky featuresIdentifies expand opportunities

Driving adoption drives business

@CiscoImpact

Let us know what you think!

customersuccesstalk@external.cisco.com

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Customers who fail to quickly see value in what they purchased are less likely to renew their contract. Find out how to minimize the chance of churn by accelerating time-to-value for Cisco Collaboration solutions.

Prioritizing Product Usage for CollaborationMarch 14, 2017

Upcoming sessions#successtalk

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Help customers solve new challenges by offering additional services in the product suite. Discover ways to identify and address key business objectives that could be achieved with Cisco Collaboration solutions.

Capturing Growth Opportunities for CollaborationMarch 28, 2017

Thank you.

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