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Digital: It’s Now or Never

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Gartner research indicates that 75 percent of businesses will embrace digital by the year 2020. Learn how your organization can reach customers in the digital space and how providing an immersive and unique digital experience will help your customers realize value sooner and keep them coming back for more.

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Digital: It’s Now or Never

  1. 1. Digital: It’s Now or Never Today’s host Nichole Lemieux Senior Digital Experience Manager Global Virtual Sales & Customer Success Cisco
  2. 2. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Customer success methodology People Process Platforms Content Analytics
  3. 3. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk© 2017 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. Digital: It’s Now or Never Today’s presenter Steve Cox Senior Director, Digital Experience and Analytics Global Virtual Sales & Customer Success Cisco
  5. 5. We've seen the market shifting towards a subscription economy, where the value of a customer is realized over time instead of just up front and customers demand tangible proof of outcomes. Chuck Robbins
  6. 6. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk 68% 60% 75% 40% Companies that feel pressure from changing business models. Service organizations with customer success teams. Businesses that will be fully digital by 2020. Large enterprise revenue that is subscription based. Industry transformation
  7. 7. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential By the year 2020, customer experience will overtake price and product as the key differentiator. Walker, Customer 2020: A Progress Report
  8. 8. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Managing the experience Receive Install Use Expand and renew Aware Shop Buy Buyer journey User journey
  9. 9. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Email Social Web/online Mobile Phone Video In-product messaging Enabling digital channels
  10. 10. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Customer Success Marketing Sales Information technology Operations Aligning teams
  11. 11. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Transforming the sales process 2015 2020 2015 2020 2015 2020 2015 2020 Pre-sales Sales Post-sales = size of role Field sales Inside sales Call center Website
  12. 12. Connected digital experience Ken Jenkins Customer
  13. 13. Connected lifecycle experience Attract Land Adopt and expand Renew Marketing automation Analytics driven sales Customer success CRM Renewal management
  14. 14. Ken Jenkins Virtual engagement model Attract Katherine Bosworth Virtual Sales Account Manager
  15. 15. Katherine Bosworth Virtual Sales Account Manager Ken Jenkins Virtual engagement model Land Director IT Bank of Scotland
  16. 16. 86% of buyers will pay more for a product or service if they receive a better customer experience. Oracle, 2011 Customer Experience Impact Report
  17. 17. Barry McKnight Virtual Customer Success Manager Ken Katherine Bosworth Virtual Sales Account Manager Adopt
  18. 18. Ken Jenkins Virtual engagement model Barry McKnight Virtual Customer Success Manager Adopt
  19. 19. Barry McKnight Virtual Customer Success Manager Ken Jenkins Virtual engagement model Expand Katherine Bosworth Virtual Sales Account Manager
  20. 20. Those companies who prioritize customer experience generate 60% higher profits. Emmett C. Murphy and Mark A. Murphy Leading on the Edge of Chaos: The 10 Critical Elements for Success in Volatile Times
  21. 21. Ken Jenkins Virtual engagement model Renew Hi Ken, How can I help y ou? I want to know more about my security renewal. Ok, a renewal specialist will be contacting your shortly.
  22. 22. Companies with best-in- class customer experience management achieve year- over-year customer profit margin improvement 527% higher than their peers, and 359% greater company revenue growth. Aberdeen Group, CEM Executive’s Agenda 2016: Aligning the Business Around the Customer Experience
  23. 23. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Now or never with digital: Lifecycle Advantage Adopt Welcome AttachExpand Renew Refresh
  24. 24. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Leveraging the customer success methodology People Process Platforms Content Analytics
  25. 25. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk The platform Quick Links User Guide Review My Campaigns Review Campaign Settings View Customer Adoption Metrics
  26. 26. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Data, insights and analytics Contact Preference Loyalty Telemetry
  27. 27. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Digital customer journey Content Welcome Getting started Deployment guidance CTA activation Training Feature utilization (4-touch series) Expand and feature updates Renewal
  28. 28. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Sign up for Lifecycle Advantage People and process Sign up Review data Automation
  29. 29. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Digital engagement improves retention 83% 78% 77% 79% 87% 81% 85% 83% 75% 79% 77% 77% 59% 52% 56% 55% 60% 56% 51% 56% 46% 41% 47% 45% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Aug Sep Oct Q1 Nov Dec Jan Q2 Feb Mar Apr Q3 Opportunity Touched Closure Rate Non-Touched Opportunity Closure Rate
  30. 30. @CiscoSuccessHub Let us know what you think! customersuccesstalk@external.cisco.com
  31. 31. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Upcoming sessions Why Invest in Customer Success November 28, 2017 Customer expectations are changing, and in turn, forcing businesses to change as well. Customer success is catching on; after all, it can define a customer’s experience, accelerate value realization, and increase retention rates. Learn how a customer-centric culture can contribute to the success of your business and why now is the time to invest in customer success. Year in Review December 2017 Look back over the past year and see why 2017 was the year for Customer Success. View your favorite webinars and get advice from your favorite presenters on how customer success is changing they way you do business. Sign up for a webinar

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