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Transform the Customer Experience with In Sync Account Management

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Ensuring that every customer receives a consistent, high-quality experience is no easy task. You've got global teams, multiple client divisions as well as new products, services, and solutions …

Ensuring that every customer receives a consistent, high-quality experience is no easy task. You've got global teams, multiple client divisions as well as new products, services, and solutions launching all the time. How do you keep it all together for a single, positive customer experience?

In this presentation James Cater, Vice President Worldwide Global Accounts Development, and Lauren Klein, Communities and Collaboration Consultant, share how Hitachi Data Systems champions customer satisfaction challenges.

Jive is the world's #1 social business platform. We help employees, customers and partners connect, collaborate and communicate to achieve breakthrough results in sales, marketing, customer service and workforce productivity.

Learn more at http://bit.ly/1aTo6Vq

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  • Great Presentation - can't wait to learn more in Jive World 13.
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  • Spent the last 10+ years in direct sales roles, managing the solution consulting team at SAVO, and recently for the past few years doing a start up helping clients evaluate Sales & Marketing software. In my entire time I haven’t seen a more compelling solution, but more importantly one that sales people will actually adopt.
  • Spent the last 10+ years in direct sales roles, managing the solution consulting team at SAVO, and recently for the past few years doing a start up helping clients evaluate Sales & Marketing software. In my entire time I haven’t seen a more compelling solution, but more importantly one that sales people will actually adopt.
  • And I also wanted to mention that James and Lauren will be going further in depth about Hitachi Data System’s success with social business collaboration software at this year’s JiveWorld conference in Las Vegas! Come meet then in-person and spend 3 full days getting know some of the best and brightest leading the way for social. You can get more info on the website and see live updates on the @jiveworld Twitter feed.
  • Hello and thank you Jarrett and to everyone at Jive Software for allowing Lauren and I the opportunity to share some information with you today around the Global Accounts Program and it’s Customer Community which are allowing us at Hitachi Data Systems to ensure that every customer receives a consistent, high-quality experience..
  • Our product development relies on innovations from 37 global R&D facilities in the US (California, Massachusetts, Washington), United Kingdom and Japan. We are also positioned to respond rapidly to any customer need from our worldwide factories and distribution centers.
  • Our goal at Hitachi Data Systems is to empower our customers to Innovate With Information. To solve today’s problems, while building a sustainable path to future success. To help you extract greater value from your data and transform it into information your business can use to stay competitive and create new opportunities – not just for your business, but for society as a whole.
  • At Hitachi, we refer to innovation that benefits our society as “Social Innovation.” And the broad portfolio and expertise of Hitachi means we are positioned to deliver social innovation in areas like medicine, security, transportation, energy, public infrastructure and more. As these sectors generate more and more data, it takes a robust strategy for information management across all data types to turn that data into the insights that deliver on the promise of Big Data. And that is what partnering with Hitachi Data Systems can lead you to…
  • Hitachi Data Systems Global Accounts Program provides unparalleled service to our key customers and global business relationships by providing globally seamless solutions, services and operations. Not only do we provide the highest levels of service and support but we also ensure that this is globally consistent wherever your business requires. We partner with our Global Accounts Program members to help their organizations adapt to rapidly changing economic conditions as well as exponential growth in the volume of data. We understand that innovation is the key to progress.
  • Single global point of contactGlobally coordinated resourcesGlobally coherent pricing practicesGlobally commercial and contractual termsGlobally standardized products and servicesGlobally consistent service quality and performanceService in any country in which our customers operateExcellence in execution throughout the corporationGlobal consistency in operation and supportIdentifiable and accessibly local expertiseExpert assistanceAddressing all requirements of global sales teamsRemoval of any internal barriers to success
  • Internationalization / multi-lingual:Jive supports multiple languages (Chinese, English, French, German, Italian, Japanese, Portuguese and Spanish). The language default for users will be in EnglishUsers can choose what language they provide comments and engage in the communityAll content added to the community will be in EnglishBrian Householder, Michael Cremen, Mike Walkey and Nick Howe confirmed Phase I funding approval status for Project Nova (that became HDS Community)ITBC Approved project
  • ReachThe Global Accounts Program enablesour global reach of service, support andthe provision of consistent solutionsand partnerships. It expands the levelof service we provide to you, our moststrategic and important customers.RelevanceWe connect you and your partners withHitachi industry-based knowledge andtechnical solutions to align, support andbe directly relevant to your businessand strategic objectives.ImpactWe make a difference in your businessby delivering differentiated value throughour unique set of solutions offerings.Over the past 10 years the total costof storage has been increasing byabout 7% per year while the growthof storage capacity has been growingat about 30 to 40%. The increase hasbeen mainly due to operational costs(opex), while the cost of hardware (capex)has been relatively flat.Hitachi Data Systems solutions in serverand storage virtualization are having amajor impact on operational costs andare reversing the trend of increasingopex. Storage virtualization technologiesfrom Hitachi Data Systems havebeen shown to reduce total cost ofownership (TCO) by 40% or more, withpayback in less than a year
  • Internationalization / multi-lingual:Jive supports multiple languages (Chinese, English, French, German, Italian, Japanese, Portuguese and Spanish). The language default for users will be in EnglishUsers can choose what language they provide comments and engage in the communityAll content added to the community will be in EnglishBrian Householder, Michael Cremen, Mike Walkey and Nick Howe confirmed Phase I funding approval status for Project Nova (that became HDS Community)ITBC Approved project
  • http://www.kotterinternational.com/our-principles/changesteps/changestepsWe leveraged the John Kotter Model for our approachesWe leveraged Jive Partnerships with 7Summits Agency along with LeaderNetworks to partner with us to create a program that was vetted in best practice in B2B space, that was customer vetted through a rigorous validation process and involved key business partnerships such as BunchballWe send monthly updates on progress to key stakeholders, governance board and blogged internally about the program to encourage widespread engagement and open questions and discoveryThroughout the program – we were able to articulate the connections between the new behaviors and organizational success. We spent time with our Bunchball missions to align with the company culture. We also made sure to allow our stakeholders and leaders to create the key messages for employees to show them how this effort ties into the company vision, mission and roadmap.We engaged senior leaders to tie into existing leadership development and succession programs.
  • The environment is a key focus for a company built on guiding principles that have endured over its 100 year history. The Hitachi spirit is based on 3 key principles:Wa, or harmony, with our customers, partners and the environmentMakoto, or sincerity, which is demonstrated through a sense of fairness, honesty and integrity in all our interactionsKaitakusha-seishin, or pioneering spirit, which drives a culture of innovation and engineering excellence
  • The biggest benefit that I see in HDS online community is the possibility to give customers a voice and a forum to interact with several levels of HDSers
  • Across small to Fortune 50 clients across industries, this has allowed them to win far more deals in an much shorter time period. For example, across the clients like the ones you see below they have achieves an ….quote slide.
  • Let’s talk about driving revenue growth, and start with what the performance of most sales teams looks like – a few top performers, some average, and of course the ones on the bottom that kill your cost of sale. <can also insert a statement here, depending on the situation, on how we see many sales leaders being forced to make their sales teams more productive due to finance limiting hiring while the revenue goal still grows>.What Jive does is move this curve to the right – fewer poor performers and more top and average performers. In fact, companies leveraging Jive for their sales teams see upwards of a 13% increase in revenue per rep and a 12% increase in win rate. These results were verified in a study performed by an independent top 3 global consulting firm.The business value Jive is driving for companies - like Toshiba, PWC, and SAP who participated in the study - is derived from a couple main areas where we’re commonly leveraged by sales teams –Enabling sales. Whether it’s helping new reps ramp faster or driving on-going sales readiness for all reps – and that could be anything from selling new products, entering new markets, to staying current on existing products or services. Systems.Better managing deal cycles. Jive is about increasing rep effectiveness by more easily connecting reps to subject matter experts they need to win business, making it easier to quarterback their deals thru better coordination and teamwork on updating everything from presentations to proposals.
  • Increasing costsUS healthcare spending is expected to reach ~$4.5 trillion in 2020New medical technologies and innovations will drive higher fixed costsSustained increases in healthcare insurance costs have led to decline in employer-sponsored insuranceHospital network growthIncrease in hospitals merging together under a networkSustained acquisitions of private practices by hospital networksPayment reform modelsIncreasingly more payers, providers, and purchaser organizations are actively engaged in new payment models to reduce costs and improve quality, such as: Accountable care organizations, capitation, episodic care bundling, pay for performance, etc.Physician supply shortagePhysician demand is expected to exceed supply by 124,400 in 2025Attracting and retaining talent has become increasingly more difficultImproved data and information exchangeIncreased implementation of EHR and Healthcare Information Exchange will drive standardization of data collection and sharing

Transcript

  • 1. TRANSFORM THE CUSTOMER EXPERIENCE WITH IN SYNC ACCOUNT MANAGEMENT Event 2 of 3 in B2B Sales Summer School Series
  • 2. Today’s Speakers 3 Lauren Klein Social Business Strategist Hitachi Data Systems @thelaurenklein James Cater Vice President of Global Account Program Development Hitachi Data Systems @jcater01 Jarrett O’Brien Sr. Product Marketing Manager Jive Software @jarrettobrien
  • 3. James Cater, Vice President, Global Accounts Program @jcater01 HITACHI DATA SYSTEMS GLOBAL ACCOUNTS COMMUNITY
  • 4. HITACHI, LTD. OVERVIEW No. 38 in the 2012 Fortune Global 500 $96B
  • 5. HITACHI DATA SYSTEMS AT A GLANCE
  • 6. THE DATA REVOLUTION Transforming IT
  • 7. OUR VISION We solve our customers’ immediate problems AND build a path for the future We help our customers realize NEW value from their data by transforming data into information NEW INFORMATION = NEW OPPORTUNITIES
  • 8. SOCIAL INNOVATION INSIGHTS THAT DELIVER ON THE PROMISE OF BIG DATA MACHINE DATA HUMAN DATA BUSINESS DATA MEDICAL TRAFFIC SECURITY RAILWAY PUBLIC DISTRIBUTION FINANCIAL ENERGY
  • 9. CUSTOMER COMMUNICATION TO OVERCOME
  • 10. TODAY’S ENTERPRISE LANDSCAPE TOP 5 CIO I.T. PRIORITIES FOR 2013 *  Increase enterprise growth  Deliver operational results  Reduce enterprise costs  Attract and retain new customers  Improve applications and infrastructure * Gartner: “Hunting and Harvesting in a Digital World: The 2013 CIO Agenda,” Jan. 1, 2013
  • 11.  Streamline communications and provide unparalleled service ‒ Seamless global solutions, services, and operations ‒ Consistency across regions  Foster adaptability  Keep focus on innovation OUR MISSION GLOBAL ACCOUNTS PROGRAM
  • 12. ESSENTIAL COMPONENTS Global Accounts Program
  • 13. HITACHI DATA SYSTEMS COMMUNITY
  • 14. Customers and Partners DEEPER LEVEL OF INTERACTION FOR CUSTOMERS AND PARTNERS Hitachi Data Systems Community Self-Help Consultative Support Current Process Product Insights and Collaborative Design Used by permission of LeaderNetworks
  • 15. DECISION CRITERIA Real-time access to customers worldwide Robust social media capabilities Ability to enable dynamic engagement Ability to activate rich content Enable special groups to form and establish guidelines Mobile component
  • 16. CRITICAL COMPONENTS Openness Transparency to transform customer relationships and ensure mutual success Insights Gamification Leverage information to drive innovation in the right direction Motivation and loyalty-building strategy to engage members in new and interesting ways
  • 17. COMMUNITY LAUNCH  June 2013: Full release  Targeted to all 14,000+ HDS customers, 1,200+ HDS partners, prospects, and ISVs  First communities ‒ Products and Solutions Forum (peer-to-peer community) ‒ Developer Network for Hitachi Content Platform ‒ Global Accounts pilot ‒ Existing SSP Community
  • 18. ORGANIZATIONAL CHANGE MANAGEMENT  We establish a sense of urgency  We establish a cross-functional global board  We develop the program and change vision  We engage HDS executives  We engage internal audiences and “work out loud”  We consistently communicate wins  We are steadfast and persistent  We draw connections with the Hitachi Spirit
  • 19. 103 YEARS – 1 SPIRIT HARMONY TRUST AND RESPECT FOR CUSTOMERS, PARTNERS, AND THE ENVIRONMENT SINCERITY FAIRNESS, HONESTY, AND INTEGRITY – EVERY MOMENT, EVERY DAY PIONEERING SPIRIT ACCEPTING THE CHALLENGE OF CONSTANT INNOVATION
  • 20. LAUNCH RESULTS More than 14,000 customers Membership growing by 10% per week Peer-to- peer support More than 1,200 partners Cultural transformation 1,500 members in the first week
  • 21. CULTURAL TRANSFORMATION Different Types of Communities Open Peer-to-Peer Secure Groups HDS Community Global Accounts Lobby Global Account Global Account
  • 22.  Virtual office hours  Core culture is extended into the ecosystem  Employee engagement SHINING MOMENT
  • 23. SALES ENABLEMENT TOP REASONS WHY SALES SHOULD USE SOCIAL MEDIA AND COMMUNITIES TO ENGAGE WITH CUSTOMERS Become more relevant by improving your understanding of your customer’s business Open customer engagements in new areas of the customers’ business Increase the global reach and depth of your customer relationships Increase your productivity and shorten the sales cycle Enhance and transform your customer’s experience Influence purchase decisions being made real-time by prospects Move from a 1-to-1 relationship map to many-to-many between the customer and HDS Gather competitive intelligence, including real-time competitive responses Increase levels of collaboration and trust with the customer Develop relationships with advocates/customer peers who influence purchase decisions
  • 24. CUSTOMER-CENTRIC APPROACH
  • 25. CONNECT WITH GLOBAL ACCOUNTS http://bit.ly/HDSGAcommunity
  • 26. THANK YOU
  • 27. SOCIAL BUSINESS: JIVE FOR SALES © Jive2
  • 28. 14% reduction in sales support needs 23%reduction in rep ramp time 8% increase in the number of deals © Jive confidential30
  • 29. Top performersAverage performersBottom performers Results with Jive: Better Reps, More Sales. With Jive 13%  revenue/rep 12%  win rate* *independently verified by a top 3 global consulting firm Before Jive How Sales leverages Jive Ramp new reps faster Ensure reps stay in the know Accelerate deals © Jive confidential31
  • 30. © Jive confidential33 Jive Adds Value to CRM to Manage Accts. Create Opportunity VALUE DEAL CYCLE Email Experts Phone > Prep Win / Loss Add Contracts Record OutcomesMeeting Create Deliverables CRM Jive Deal Room Invite Entire Team (@) Collaborate on Opp. Notes Jive Present Projects / Tasks ?’s / Decisions MS Office Plugin RFP Process External Groups Real-time Meetings Best Practices Impact Statistics
  • 31. Value: Managing Accts and Deal Rooms Deal Sizes: 5% • Quarterback the best experts to solution / cross sell • Enhanced business case justification / negotiation Win Rates: 12% • Higher quality presentations and proposals • JIT competitive sharing and differentiation Deals / Year: 8% • Immediate access to knowledge and experts • Less duplication of effort across deals Support Costs: 14% • Visibility across deals, regions, risk, need. • Governed self service model for requests RFP Response Time: 25% • Streamlined RFP coordination and process • Less bottlenecks greater and agility to respond $5.5-$10.5 Million 33%  in Wins Rate 30%  Sales Cycle 29%  in Support Cost Source: Jive customer survey performed by Top 3 Global Consulting Firm
  • 32. Q & A
  • 33. Today’s Speakers Lauren Klein @thelaurenklein James Cater @jcater01 Jarrett O’Brien @jarrettobrien Hear More of Hitachi’s Story at Jive World: http://jiveworld.jivesoftware.com/session/sales-hitachi-data-systems/ Connect with Hitachi and others in the Jive Community: https://community.jivesoftware.com/community/socbiz/sales