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Customer Success: Show me the Money

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Help your customers succeed, so your business grows. Do you want to increase customer satisfaction and your revenue potential? Find out how to better help your customers by effectively using telemetry to maximize technology investments while creating natural growth opportunities.

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Customer Success: Show me the Money

  1. 1. SuccessTalk: Adoption Essentials Customer Success: Show me the Money Today’s host: Mike Kubovcik Partner Success Manager Global Virtual Sales & Customer Success Cisco
  2. 2. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Validate business outcomes Enable awareness Leverage the learning Track utilization Embed processes Adoption framework methodology
  3. 3. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public Cisco SuccessHub On demand webinars, videos, infographics, blogs, whitepapers and much more! Visit SuccessHub
  4. 4. SuccessTalk: Adoption Essentials Customer Success: Show me the Money Today’s presenter: Karla Griffith Partner Success Manager Global Virtual Sales & Customer Success Cisco Today’s presenter: Mike Bradley Partner Success Manager Global Virtual Sales & Customer Success Cisco
  5. 5. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk 1 2 Financial benefits Path to monetization opportunities 4 5 How Cisco monetizes and scales Offer roadmap 3 Smart Net Total Care monetization (example) 6 Success monetization tools Areas of focus for today
  6. 6. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Financial benefits Renewal rate increase Close rate increase Services margin increases Services revenue growth Cross-sell revenue (hardware/licenses)
  7. 7. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalkBefore Customer Success Collab ELA 67% Usage Renew Rate 63% AMP4EP 53% Usage Renew Rate 57% SNTC 48% Usage Renew Rate 53% Collab ELA 80% Usage Renew Rate 97% AMP4EP 88% Usage Renew Rate 85% SNTC 86% Usage Renew Rate 65% After Customer Success Expand 19% Expand 6% Expand 12% Adoption drives value realization
  8. 8. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Sample adoption success plan
  9. 9. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Monetization opportunities Service offerings • Professional • Consulting • Managed • Implementation • Training Covered/uncovered/Las t day of Support • Contract consolidation • Managed services of Smart Net Total Care • Network refresh Efficiency savings • Billable hours increases • Sales productivity increases • Increase in close rates • Better customer analytics Expansion, up-sell & cross-selling • Additional software • Hardware upgrades Cisco incentives • Lifecycle Advisor • VIP and expansion Rebates • OIP and TIP Protection on Cisco EAs
  10. 10. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Monetizing SNTC • Uncovered HardwareSmart Net Total Care services • Last Day of Support (LDOS)Hardware • Software compliance & revision control • PSIRT management • Location accuracy Professional services • Adoption assistance servicesManaged services
  11. 11. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public Featured reports to help you monetize Smart Net Total Care 2 3 Custom Inventory report Alerts report
  12. 12. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Services: uncovered and takeover contracts
  13. 13. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Hardware: LDOS
  14. 14. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Short steps to managed services • Limited network baselining required • Lower cost of managing the network because overall health of network already established Accelerate onboarding to managed service platform • Resolved location conflicts • Software revision control in compliance • Limited LDOS hardware in network • LDOS Budgeting plan in place for future hardware • Hardware, Software and PSIRT Alerts addressed • Service coverage aligned to customer strategy You will earn the right to present managed services
  15. 15. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Return on engagement
  16. 16. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Lifecycle AdvisorLifecycle Advantage How we monetize and scale Adoption programs • Drives adoption Digitally with minimal investment • ProvidesTelemetry data on customer usage • Facilitates adoption and upsell/cross sell A Partner-Branded Platform • People • Process / Methodologies • Tools and License Management Systems Practice • Collaboration (UC) • WebEx/Spark • Security Offer • Cisco One • Cisco DNA • ELA 2.0 Adopt • Customer Success Plan: $5K • Business Outcomes: Up To $100k Get rewarded Expand • 3% Booked order (software only) Adopt Welcome AttachExpand Renew Refresh
  17. 17. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Customer Business Outcomes Rewards • Collaboration (UC) • WebEx/Spark • DNA • Cisco ONE • Collaboration ELA 1.0 • EA 2.0 • Security • People • Process / methodologies • Tools and license management systems Practice Adopt • Customer Success plan: $5K • Business outcomes: $7.5K - $45K • Collaboration, C1, DNA & Security EA: $25K - $100K Expand • 3% booked order (software only) Renew • 2% EA VIP How can we help you accelerate? Lifecycle Advisor Incentives Offer
  18. 18. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Services Security Collaboration Enterprise Networking AMP4EP NGFW Security ELA 1.0 / EA Content (Email Security / Web Security) ISE (Security & EN) Collaboration EA / UC Suite Smart Net Total Care AS optimization Switching Routing Wireless Cisco One Threat Grid Stealthwatch Umbrella Supported In Pilot In PlanningOffers roadmap
  19. 19. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public #successtalk Tools, telemetry and health score • CCWR Tool (Access Available to All w/CCO ID) • Lifecycle Advantage Tool (Transition soon to TPV tool, Access Available to All, request access from PSM) • Technology EA Report (Available via CS Mailers) • CuSM Reporting (PSM) • Smart Account/EA Workspace (Customer Permission Required) • SNTC Portal (Available to All, with CCO ID associated with Partner Organization) • Service Access Management Tool (Customer will leverage to grant Partner’s users access) • CSD (Available from CSD Mailer
  20. 20. @CiscoSuccessHub Let us know what you think! customersuccesstalk@external.cisco.com © 2018 Cisco and/or affiliates. All rights reserved. Cisco public.

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