capturing growth opportunities for collaboration
TRANSCRIPT
Capturing Growth Opportunities for Collaboration
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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Capturing Growth Opportunities for Collaboration
Guest Presenter: Jeff McEachern Manager, Global Customer SuccessCisco Systems, Inc.
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Customer Success Manager
Partner Success Manager
Virtual Customer Success Manager
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
Following the VALUE Framework uncovers expand opportunities which increases customer lifetime value for your business.
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Understanding health scores and telemetry data
Health scores are based on frequency of activity• Deployment• Feature Utilization• Usage
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Financial rewards:• 19% expansion-related revenues• Increase in renewal rates and new
sales• Revenue 2.5x in year 5
Year 1 Year 5
$110,000
$151,000$161,051
$406,872
No customer succes practice Active customer success practice
Benefits of a successful adoption practice
The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%.
- Marketing Metrics
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Getting started with expand selling
Create a process that works for your team
Capture opportunities for collaboration
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CollaborationELAs
WebEx Spark Cisco One
Be a solution expert
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Align with account teams and stakeholders
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Capture opportunities as you drive adoption
New customer prospects
Complimentary solutions
Professional services
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Current users
Current users and decision makers
New decision makers within the company
Identify the correct contacts
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Accelerate time-to-value and maximize investments
Optimize expenses and improve operational efficiency
Improve cross-functional relationships and increase productivity
Understand business outcomes
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Discuss usage and feature consumption
Training and technical deployment
Additional collaboration suites, hardware upgrades, cloud migration or bundled solutions
Increase users of the current solution with additional licensing
If an individual user doesn’t become loyal within 90 days, there’s typically only a 10% chance that they ever will.
- Scout Analytics
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Cisco Lifecycle Advantage
Adopt
Welcome
2nd chance attachExpand
Renew
Refresh
Learn more about Cisco Lifecycle Advantage
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Cisco Lifecycle Advisor
RewardsOffersPractice
Learn more about Cisco Lifecycle Advisor
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Accelerate growth by delivering on promises
Partner sold a Collab ELA, conducted a
series of adoption workshops and
uncovered a significant amount
of additional opportunities.
A technology company needed
a robust Collaboration
solution to connect and consolidate
communication for its fast-growing
workforce.
Customer implemented the recommended solution and purchased
additional HW, SW and Services to support a global
solution.
Expand revenue = $1.2M in products and services
Increased wallet share = New ELA deal, hardware upgrades and international professional services contract
Customer expand journey demo
60 days30 days 90 days 120 days 150 days
Adop
tion
rate
Imagine - Two Collaboration ELAs are sold to Pacific Gas & Electric Company (PG&E) and Tennessee Valley Credit Union
Goal = Value realization within 90 days
Job title Software ManagerJob level: Manager
Coverage model: Smaller customer where digital and virtual might be the perfect fit
Job title: Network ManagerJob level: Manager
Coverage model: Large, strategic customer - high touch
Contact: Ken Porter Contact: Arjun Krishnan
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
8 6
84
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
7 8
56
Pacific Gas & Electric
Company
Tennessee Valley Credit
Union
“Hi Sara, PG&E just purchased a large ELA. Lets chat about the account and I wanted to let you know I plan to start driving adoption
right away.”
“Hi Dina, of course, let’s setup a WebEx to discuss and then you can reach out to Ken
directly.”
Dina: Customer Success Manager
VALUE Framework
Leveraging the VALUE Framework and telemetry
1. Dina first validates Ken’s desired business outcomes
2. Reviews the ELA to ensure Ken is aware of all the features included with his purchase
3. Dina discovers Ken wants to leverage the TelePresence video conferencing feature and needs new equipment
4. Ken asks for a quote.
5. Schedules monthly meetings:• Review progress• Customer health score • Ensure a high level of customer
satisfaction
Job title Software ManagerJob level: Manager
Coverage model: Smaller customer where digital and virtual might be the perfect fit
Job title: Network ManagerJob level: Manager
Coverage model: Large, strategic customer - high touch
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
8 6
84
Account Health Score Adoption Health Score
Digital Health Score TAC Health Score
7 8
56
Contact: Ken Porter Contact: Arjun Krishnan
Pacific Gas & Electric
Company
Tennessee Valley Credit
Union
Click to ChatCustomer inbound response directly to partner or
Cisco adoption support desk
Hi. Got your welcome email, can you walk me through the config steps?
Click to Chat X
Hi Arjun! Yes, I’m happy to help you! Julie
Collab Specialist
Arjun
Tennessee Valley Credit
Union
Email AutomationAutomated touchpoints to move the
customer through the adoption journey
30 days later, Julie examines the telemetry data and notices the deployment is stalling.
She calls Arjun and it is determined he needs implementation assistance from the partner.
Julie sends Arjun a quote which he accepts.
Kate continues to drive adoption with Arjun and the result ishigher health scores and customer satisfaction.
$200K in new Telepresence hardwareHigh touch
Ken
$25K in professional servicesDigital and virtual
Arjun
Adoption creates expand opportunities
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