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How to Automate and Digitize Customer
Engagement
Today’s Host:
Scott Schell
@Schell_Shocked
Senior Manager, Global Custome...
2© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Customer Success Methodology
#successtalk
Peo...
3© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3© 2014 Cisco and/or its affiliates. All righ...
How to Automate and Digitize Customer
Engagement
Guest Presenter:
John Stone
@johnst1
Senior Manager, Digital
Experience &...
5© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Digitization is unstoppable!
#successtalk
- M...
6© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
managing the Customer Lifecycle
in a Digital ...
7© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
“The economic value of a customer is realized...
8© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
“The revenue a supplier receives from its cus...
9© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
64% of people say customer experience is more...
10© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Audience Poll
10
#successtalk
Do you think y...
11© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11© 2014 Cisco and/or its affiliates. All ri...
12© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Analytics Automation
Personalized
Experience...
13© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Welcome Adopt Expand Renew
Managing the cust...
14© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Creating the customer experience
Adopt
Welco...
15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15© 2014 Cisco and/or its affiliates. All ri...
16© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Understanding Your Customers
Company Level D...
17© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Building a Customer Adoption Journey
#succes...
18© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Measuring Customer Health
Unhealthy Use
Rene...
19© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Collecting Data
Tracking Digital Behavior
Me...
20© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Smart Net Total Care Report Finder
#successt...
21© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Network Buyer Newsletter
#successtalk
22© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Smart Net Total Care Resource Request
#succe...
23© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23© 2014 Cisco and/or its affiliates. All ri...
24© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24© 2014 Cisco and/or its affiliates. All ri...
25© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What can you do now?
Set up a demo with your...
26© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Find out how to increase your average revenu...
Thank you.
#successtalk
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How to Automate and Digitize Customer Engagement

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How well you plan your digital strategy will influence your cost to serve customers. It will also be key to customer relationship health. Discover how the right tools can reduce your costs and increase customer satisfaction at this Customer Success Talk webinar.

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How to Automate and Digitize Customer Engagement

  1. 1. How to Automate and Digitize Customer Engagement Today’s Host: Scott Schell @Schell_Shocked Senior Manager, Global Customer Success Cisco Systems, Inc.
  2. 2. 2© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Customer Success Methodology #successtalk People Automation Process Analytics
  3. 3. 3© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential - McKinsey & Company “Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by 15% while lowering the cost of serving customers by as much as 20%.”
  4. 4. How to Automate and Digitize Customer Engagement Guest Presenter: John Stone @johnst1 Senior Manager, Digital Experience & Analytics Cisco Systems, Inc. Guest Presenter: Carrie Hawkins @owch Senior Digital & Marketing Automation Manager Cisco Systems, Inc.
  5. 5. 5© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Digitization is unstoppable! #successtalk - Matthew Wilder Ain’t nothin’ gonna break my stride. Nobody gonna slow me down. Oh no!
  6. 6. 6© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential managing the Customer Lifecycle in a Digital world with Customer Success 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0
  7. 7. 7© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential “The economic value of a customer is realized over time, instead of upfront at the initial sale. Being successful increasingly requires that companies actively manage their customers during their engagement relationship.” Customer Success Management, Forrester In a subscription economy… #successtalk
  8. 8. 8© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential “The revenue a supplier receives from its customers is increasingly tied to the successful consumption of the product.” J.B. Wood, Todd Hewlin, Thomas Lah – B4B adoption is the new gas pedal and... #successtalk
  9. 9. 9© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 64% of people say customer experience is more important than price in choice of brand. By 2020, customer experience will overtake price and product as the key brand differentiator. customer value realization is a journey. #successtalk
  10. 10. 10© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Audience Poll 10 #successtalk Do you think your company is ready to create a digital customer journey?
  11. 11. 11© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Buyers are 57% through the purchase process before they contact a sales rep. -CEB Both Gartner and Forrester predict that by 2020, more than 80% of the buying process will occur without any direct human-to-human interaction. 66% of marketers say their companies won’t succeed without a successful digital marketing approach. Despite this, only 15% of all marketing budgets are allocated to digital. Less than half of digital marketers feel proficient in digital marketing. Companies will stumble because they lack digital business skills. “Forty percent of companies in this room will not be around in a meaningful way in 10 years.” - John Chambers, Fortune Global Forum, 2015 - Digital Marketing, Ira Kaufman & Chris Horton In a digital world…
  12. 12. 12© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Analytics Automation Personalized Experiences this is the new marketing standard. #successtalk
  13. 13. 13© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Welcome Adopt Expand Renew Managing the customer experience #successtalk
  14. 14. 14© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Creating the customer experience Adopt Welcome 2nd Chance AttachExpand Renew Refresh #successtalk
  15. 15. 15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What is an adoption journey? ?
  16. 16. 16© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Understanding Your Customers Company Level Data • Install Base Size • Services Purchased • Contract Status • Renewal Date • Segment Consumption Behavior • Portal Registration • Reports Run • DA Registered • SDA Enabled Timing • Last Email Send Date Contact Level Data • Email Status • Job Ranking Digital Behavior • Target Contact Known • Pain Point Known #successtalk
  17. 17. 17© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Building a Customer Adoption Journey #successtalk
  18. 18. 18© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Measuring Customer Health Unhealthy Use RenewWelcome/Onboarding Healthy Use #successtalk
  19. 19. 19© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Collecting Data Tracking Digital Behavior Measuring Product Usage Creating Relevant Content Delivering Timely Communications Audience Poll What do you think will be most challenging in building your own adoption journey? #successtalk
  20. 20. 20© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Smart Net Total Care Report Finder #successtalk
  21. 21. 21© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Network Buyer Newsletter #successtalk
  22. 22. 22© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Smart Net Total Care Resource Request #successtalk
  23. 23. 23© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Personalization is key to successful adoption. 74% of online consumers get frustrated with websites when content appears that has nothing to do with their interests. - Janrain & Harris Interactive Personalized emails improve click-through rates by 14% and conversion rates by 10%. - Aberdeen Group Calls-to-action targeted to the user had a 42% higher view-to-submission rate than calls-to-action that were the same for all users - Hubsopt 74% 14% CTR 10% Conversion Rate 42%
  24. 24. 24© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential We are absolutely committed to you (our partners), and that will not change. Everything we do, we do with you in mind. -Chuck Robbins
  25. 25. 25© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What can you do now? Set up a demo with your preferred distributor or visit the Cisco Impact website. http://impact.cisco.com #successtalk
  26. 26. 26© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Find out how to increase your average revenue per customer with valuable upsell opportunities. Expand Selling Practices in Action March 15, 2016 Discover how to build a winning customer success team. Who are you looking for and what qualities should they have? Anatomy of a Customer Success Team February 2, 2016 Upcoming Sessions #successtalk Learn how to improve your customer retention through effective data management. Growing Customer Lifetime Value with Best in Class Data Management Practices February 16, 2016
  27. 27. Thank you. #successtalk

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