Customer Success Summit: Customer Success Transforming HP Software

  • 854 views
Uploaded on

Presented by Genefa Murphy from HP at Totango's Customer Success Summit. …

Presented by Genefa Murphy from HP at Totango's Customer Success Summit.
Watch her presentation here: https://vimeo.com/62457846

More in: Business
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
854
On Slideshare
0
From Embeds
0
Number of Embeds
3

Actions

Shares
Downloads
0
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Customer SuccessTransforming HP Software Genefa Murphy, Director Product Management, Mobile, Analytics and User Experience© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 2. The state of the union – going forward High Trials & Downloads Combine & TransformVolume (via Web) Sales Rep (Direct) Low Low Customer Intimacy High 2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 3. The journey for HP Software Web Enterprise Direct/Partner Sales Automation Buy Webinars Destination CC & PO Inside SalesDownloads & Web Sales purchases ExperienceCommunities SEM/SEO capture Top Engagement Traffic Rich & high Nurturing Engagement AutomationSocial Media energy Marketing Medium + Automation Trial users pages Marketing AutomationSyndication + + Tele Sales (Qualification) Low Value Coach Partners Seeding Trial & infrequent Value coaches engage Events Freemium Trial users during trial to educate and help experience Trial/Freemium the product. Abandons Customer Up-sell & Cross-sell (from the service portal) Service Portal Easy Continue Engage, Identify, Coach on value, relationship Drive Experience, Call to Action, Integrate is subject to change without notice. transactions, © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein 3 demand Analyze Strengthen the using the Capture Nurture with Sales, Subscription relations relations community choices
  • 4. Lessons Learned© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 5. Look at the 360 degree view of the customer lifecycle5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 6. Automation is key6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 7. Change the culture7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 8. The goal for the future Security private cloud EmployeesPublic Cloud Hybrid Environment Customers App Sales Customer Product New Prospects custom apps Support and Monitoring Assuring the Success / Roadmaps in-house Intimacy ●● Renewal Mobile Apps managed cloudServiceModels traditional dc saas Storage Combining customer Understanding What is being used and IT Metrics/Analytics metrics with marketing customer renewals, where can we improve automation and adoption and loss Partners salesforce automation 8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 9. Thank You genefa.murphy@hp.com© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.