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Commerce Automation: Transforming the way the channel transacts long-tail renewals

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Hear how Cisco is giving the long tail of our customer base a faster, more frictionless way to transact renewals with Commerce Automation, our customer experience-driven, e-commerce solution.

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Commerce Automation: Transforming the way the channel transacts long-tail renewals

  1. 1. Commerce Automation: Transforming the way the channel transacts long-tail renewals @Schell_Shocked Scott Schell Senior Manager CX America Partner Enablement Cisco /scottlschell Today’s host:
  2. 2. Customer success methodology People Process Platforms Content Analytics
  3. 3. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Cisco SuccessHub On demand webinars, videos, infographics, blogs, whitepapers and much more! Visit SuccessHub
  4. 4. Commerce Automation: Transforming the way the channel transacts long-tail renewals Bill Ford Manager Americas Business Development, Connected Digital Interaction Cisco Today’s presenter:
  5. 5. Customers prefer digital of customers used email customer service channels in 2018. -Forrester of B2B customers value self-service access to accounts and orders. -Forrester of business buyers say they’ll pay more for a great experience. -Salesforce 54% 74%72%
  6. 6. Poll Question a) b) c) d) What percentage of B2B customers value self-service access to accounts and orders. 60% 72% 45% 90%
  7. 7. Advocate Recommend Renew Optimize Adopt Engage Use Implement Onboard Need Evaluate Select Purchase Expand Putting it all together: The connected customer experience Customer value is shifting from initial sale to value throughout the customer lifecycle Customer
  8. 8. Digital strategy and customer nurturing Partner value messages Customer analytics Automation Personalized experiences Lifecycle Advantage opportunity platform
  9. 9. Welcome Onboarding Portal Smart Series Portal Onboarding Complete Portal Feature Education Portal Re-engagement Renewal Digital Health Check Automated digital journey
  10. 10. 90-day 60-day 30-day Expired Renewal digital touches
  11. 11. Lifecycle Advantage digital journeys Cisco Smart Net Total Care1 2 4 3 Cisco DNA Center Cisco Identity Services Engine (ISE) Cisco Catalyst 9000 family switches Cisco AMP for Endpoints Cisco UCS Director Cisco UCS Central Cisco Next-Generation Firewall (NGFW) 5 6 8 7 Cisco Email Security Cisco Web Securit 9 10 New journeys Q319
  12. 12. Our goal is driving simplicity, scale, and delivering automation to you while putting quotes in the hands of your end customers with the ability to transact. Commerce automation with Lifecycle Advantage
  13. 13. Poll Question a) b) True False In FY18, the renewal rate for accounts with an annual spend <$25K, was 12% below average, resulting in an estimated $300M in lost revenue.
  14. 14. renewals <$25k $748M Contracts 400k+ Accounts (90%) 245k Long tail renewals, big opportunity 12% Revenue lost $300M Below RR average
  15. 15. Customers tell us… The #1 reason customers don’t renew is because they didn’t know about the renewal. The #1 thing customers want is a renewal notification, with the option to talk to a specialist. The #1 way customers want to be notified is email (#2 is Cisco.com). of customers prefer to pay online via credit card, assuming they can edit their order. There are too many renewals to manage. Lower dollar renewals are highly profitable… until they have to work them. 20 minutes or less! They need a simplified experience, with accurate data and automation. They want clear, consolidated, and easy way to assess an apply discount and promos. 60% Partners tell us…
  16. 16. Digital Success Manager – Inbound routing support DSMs field, validate, and forward incoming renewal inquiries to help guide customers through the renewal process. Commerce Automation With Commerce Automation, Partners can bypass the hassles of the renewal process by proactively managing customer renewals in an end-to-end, digital motion. Lifecycle Advantage Partners enrolled in LCA have access to data-driven, automated email campaigns, in addition to the LCA Portal where they can easily review and edit campaign details. Cisco responds
  17. 17. Simplifying the partner experience Set Review Send
  18. 18. Customer renewal notification today with Simplifying the customer experience with Order automation capability Commerce AutomationLifecycle Advantage
  19. 19. With Commerce Automation Customers will still have the option to contact their sales representative for support… …But with Commerce Automation, they can cut to the front of the line for a simple and seamless renewal experience Customer receives renewal notification Step 1
  20. 20. Customer reviews quote in “My Renewals Portal” Step 2 Partner logo
  21. 21. Customer checks out Step 3 Partner logo Purchase Order Pending Availability
  22. 22. Partner logo Order confirmations sent Customer Partner
  23. 23. Customers tell us… The #1 reason customers don’t renew is because they didn’t know about the renewal. The #1 thing customers want is a renewal notification, with the option to talk to a specialist. The #1 way customers want to be notified is email (#2 is Cisco.com). of customers prefer to pay online via credit card, assuming they can edit their order. There are too many renewals to manage. Lower dollar renewals are highly profitable… until they have to work them. 20 minutes or less! They need a simplified experience, with accurate data and automation. They want clear, consolidated, and easy way to assess an apply discount and promos. 60% Partners tell us…
  24. 24. Call to action  Visit Cisco Accelerate on SalesConnect − www.cisco.com/go/accelerate  Complete both modules listed under the “Lifecycle Advantage” tab.  Earn up to 100 Seller Rewards tickets for completing both modules and passing each Colt exam with a score of 80 or better.  Learn more about Cisco Seller Rewards
  25. 25. Resources Bill Ford Americas Business Development, Connected Digital Interaction biford@cisco.com • cisco.com/go/lifecycleadvantage • Video: Recurring revenue at Cisco
  26. 26. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Cisco Software Support: The value of Enhanced and Premium During this session, get an overview of Cisco Software Support and learn how positioning Enhanced and Premium can help partners to deliver increased value to their end-customers. Service Selling Best Practices During the session, we'll be discussing different approaches you should consider when positioning services to your customer, including tools and resources you can leverage. visit cisco.com/go/successhub Register for upcoming SuccessTalks on SuccessHub April 9 April 16
  27. 27. Cisco learning resources Cisco Accelerate Lifecycle Advantage SuccessHub
  28. 28. @CiscoSuccessHub Let us know what you think! customersuccesstalk@external.cisco.com

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