Where Art and Science Collide: From New Sales to Renew Sales

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Where Art and Science Collide: From New Sales to Renew Sales was one of our top sessions at Dreamforce' 13. This presentation highlights how companies can use different metrics to map and identify opportunities and reduce customer churn. It also highlights how organizations can operate differently to drive customer success

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Where Art and Science Collide: From New Sales to Renew Sales

  1. 1. Where Art & Science Collide: From New Sales to Renew Sales Jay Ackerman, Chief Renewal Officer & EVP of Customer Success, ServiceSource Marc Cannon, EVP of Client Services, Bazaarvoice Gabriel Szulik, VP of Renewal Programs, Red Hat
  2. 2. Themes we will be covering Finding overlooked opportunities 1 Using different metrics Get your entire organization aligned around doing things differently
  3. 3. Who is ServiceSource? $9 Billion $10 Million 1999 2013 2
  4. 4. New versus renew New sale 20X the data 40X the transactions 3 Renewal sale 01010 01010101010 01010101 01001010101 01001010100 01100010100
  5. 5. Bazaarvoice Overview
  6. 6. By 2016 an estimated 52% of total online and offline retail sales will be influenced by Internet content(1) 1. Source: Forrester Research 5
  7. 7. Vision: Connect and amplify all the voices of the market Mission: Change the world one authentic conversation at a time
  8. 8. Makers Sellers Buyers
  9. 9. Red Hat Overview November 2013
  10. 10. Company Overview The World’s Open Source Leader  Provide reliable and high performing cloud, virtualization, storage, Linux®, and middleware technologies  >$1.3B in annual revenue  S&P 500 company trades on NYSE under ticker RHT  Market Capitalization more than $8 Billion  Headquarters in Raleigh, NC with approximately 80 worldwide offices  Long History of Operating Profitability and Strong Cash Flows  Approximately 6,000 Employees Worldwide 9
  11. 11. Open Source Drives Innovation 10
  12. 12. Red Hat Portfolio 11
  13. 13. The renewals challenge It’s a data problem 12 It’s a timing problem It’s a volume problem
  14. 14. Deconstructing renewal rates leads to opportunity Company A Resolution Rate 95% Closure Rate x 93% Conversion Rate 90% 80% Conversion Rate x Net Renewal Rate Net Renewal Rate 150% 80% Company B Resolution Rate 60% 13 Closure Rate x 89% x
  15. 15. Evolution of customer deployments Lay the foundation 14 Unwind bad habits Get strategic
  16. 16. It’s a big opportunity! $30B 15
  17. 17. Take a hard look at your business. 16
  18. 18. #1 Don’t let the numbers lie to you. 17
  19. 19. #2 Question the status quo. 18
  20. 20. #3 What could you do with 10-20% increase in renewal rate? 19
  21. 21. HOME RUN! 20
  22. 22. For inquiries and additional information about ServiceSource please visit - http://www.servicesource.com/ 21

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