burwood group: smart solutions. better outcomes
TRANSCRIPT
Burwood Group: Smarter Solutions. Better Outcomes.
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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Burwood Group: Smarter Solutions. Better Outcomes.
Chad FrisqueBusiness Development Manager
Rob WolfeAccount Executive
- Sirius Decisions
80% of a CXO’s final decision is based on his or her own or others’ experience with your company.
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According to a study conducted by the Global Center for Digital Business Transformation, 4 of the top 10 incumbents
in the industries studied will be displaced in the next five years.
A digital revolution that reshapes markets
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Rise of the technology savvy customer
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Embrace change in today’s ecosystem
Traditional Contemporary
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• Maximize asset performance• Minimize risk• Optimize expenses• Streamline operations• Support growth
Create an approach that delivers value
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Cooperation vs. Competition
Security
Collaboration
Data Center
Managed Services
Professional Services
Switches & Routers
Networking Software
Infrastructure
Unified Communications
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Traditional approach to business development
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New approach focused on delivering value
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Understanding your customers
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Solutions-based approach to engagement
Drive customer loyalty Develop trusted advisor relationships
Create customer advocates
- Rockefeller Corporation, 18 Customer Facts Marketers Can’t Ignore
68% of customers leave because they think you don’t care about them.
- Chad Frisque
Delivering on the promise of customer success increasingly demands true cooperation among technology providers.
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Selling on value unlocks success
Relationship building
Business-focused conversations
Financial considerations
Team sales model
- Dwight D. Eisenhower
In preparing for battle I have always found that plans are useless, but planning is indispensable.
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Deliver outcomes based on insights
Core tenants of value-based selling include delivering value propositions, solutions, architectures and driving a
commitment to improve customer business outcomes.
Improve the business
Maximize the investment
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Key customer priorities that deliver value
Grow & increase revenue
Reduce operational costs
Reduce risk & improve security
Align with core operations
Reduce system complexity
Standardize business processes
Enable greater flexibility
- Bain & Company
A customer is 4 times more likely to defect to a competitor if the problem is service-related rather than price-or product-related.
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• Solution or product lead• RFP process• RFP response• Vendor selection
Seller initiated sales process
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• Business challenge lead• Requirements validation• Customer priorities focus• Clear business goals
Customer initiated sales process
- CEB
Buyers are 57% through the purchase process before they contact a sales rep.
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Lifecycle driven sales process
Engage
Gather & Analyze
Build & Validate
Present & Gain
Implement & Evolve
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• Opportunities & Solutions• Program & Project Planning• Portfolio Management
Business Architectur
e
• Data Requirements• Application Support• Domain Management
Systems Architectur
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• Network Infrastructure Planning• Change Management• Future Capabilities
Technology Architectur
e
Align to an enterprise framework
Requirements Management
The Open Group Architectural Framework
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Commit to provide VALUE for your customers. Learn more about how to gain insights into the customer experience and accelerate time-to-value that secures the future of your business.
Driving VALUE to Realize SuccessFebruary 28, 2017
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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
Thank you.
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