How Sales VPs Boost Revenue with Super-Charged Renewals Sales Jim Dunham, President - Cloud and Business Intelligence

ServiceSource

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Sales

Service Customer Success

Install Base Data

How do you think about the customer lifecycle?

NEW CUSTOMER ACQUISITION BILLING MARKETING CUSTOMER

SUCCESS RENEWALS CUSTOMER SERVICE

DELIVER

ACQUIRE ONBOARD ADOPT

UPSELL

CROSS-SELL

RETAIN

RENEW

ADVOCACY Customer Lifecycle Management Creates Customers for Life

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Data People +

Process

Technology

New versus renew

6

01010011010 01010101010

01010101 01001010101

0001000

345 inquiries 1.33 renewals

1 sale 1 renewal

20X the data

40X the transactions

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For service renewals, it’s all about asset-level data

Company Product License Key Support Level Price Contact Name Begin Date Exp. Date

Pfizer Inc A5000 A243210.1 Bronze 8x5 $10,500.00 Bob Greene 12/31/13 1/1/13

Theatre Territory Business Line

+ 12

SERVICE PRM SFA (n) QUOTE ORDER

ENTITLEMENT

ASSETS

NALA ABC Business Unit Strategic

Ann

ual S

ubsc

ript

ion

Reve

nue

Usage

For subscription renewals, it’s all about usage

How do I sell value to retain these customers?

How quickly can I reach and possibly upsell these

customers?

Do I auto-renew these to bring them additional

offerings?

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Data is foundational to action

>50% time spent on admin

Lost revenue opportunity

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Sales strategy and execution

Three Distinct Roles: Channel, Sales, Enablement Expiration

Forecasting Proactive Quoting + Initial Engagement

Run Sales Plays

Address Changing Needs

Close

120-90 days before expiration

Tailored by segment

Optimized quote quality

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Customers must be nurtured prior to renewal

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Details on offers and assets for single renewal opportunity

Immediately see past activity and next best action

Translating data into action

DELIVER

ACQUIRE ONBOARD ADOPT

UPSELL

CROSS-SELL

RETAIN

RENEW

ADVOCACY Are you creating customers for life?

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Join ServiceSource and Salesforce:

Run Best-in-Class Customer Success on Salesforce1 Wednesday, 2:30 - 3:10pm Marriott Marquis - Foothill G1, G2

To learn more:

Visit us:

Booth #1232, Moscone North Annabelle’s Bistro + Bar Tuesday + Wednesday, 8am – 7pm On 4th Street, across from the Marriott Marquis

Engage at the right time, with the right information

Look at the journey from the outside-in to create customers for life

Use segmentation, automation and best practices to drive scale

Focus on the drivers that matter

Optional conclusion

slide in addition to

#13

Majority of revenue can come post-acquisition

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Where do you start with data?

Market Sell Implement Finance Support Renewal

SFA Web

Marketing Automation Project

Mgt Billing

Accounting

Usage

Service