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Reduce Churn with Adoption All-stars

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Your adoption team is important to the overall health of your customers because their relationship directly affects customer satisfaction. Discover who you will need on your Smart Net Total Care adoption team and the role that they play with your customers.

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Reduce Churn with Adoption All-stars

  1. 1. Reduce Churn with Adoption All-stars Today’s Host: Scott Schell @Schell_Shocked Senior Manager, Global Customer Success Cisco Systems, Inc.
  2. 2. 2© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Customer Success Methodology #successtalk People Automation Process Analytics
  3. 3. 3© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk On demand webinars, videos, infographics, blogs, whitepapers and much more! Visit SuccessHub Visit Success Hub
  4. 4. Reduce Churn with Adoption All-stars Guest Presenter: Pete Davis @pjdavis71 Director, Technical Services Americas Cisco Systems, Inc.
  5. 5. 5© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Adoption teams accelerate time-to-value thorough timely, relevant interactions with your customers. Adoption is delivering on promised value.
  6. 6. 6© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Adoption is critical to satisfaction. Customers’ expectations must be met in a subscription-based economy. Customers want your commitment to helping them achieve outcomes. Focusing your efforts on adoption will reduce churn and increase renewal rates.
  7. 7. 7© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy “A 2% increase in customer retention has the same effect as decreasing costs by 10%.” Reduce Cost
  8. 8. 8© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Bain & Company “A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related.” Retain Customers
  9. 9. 9© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Marketing Metrics “The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%.” Sell More
  10. 10. 10© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Audience Poll 10 Does your company currently have an adoption team or resource in place to support your customer success practice?
  11. 11. 11© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Meet your adoption all-stars. Client Services Manager Onboarding Specialist Training Specialist Customer Success Manager Get Your Winning Team infographic
  12. 12. 12© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Your customer’s trusted advisor. Customer Success Manager Function: Customer Advocate Priorities: • Track usage metrics • Monitor engagement • Accelerate time-to-value • Coordinate customer support
  13. 13. 13© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Your customer’s guide for getting started. Client Services Manager Function: Customer Enablement Priorities: • Product delivery • Onboarding coordination • Timely execution
  14. 14. 14© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Your customer’s technical resource. Onboarding Specialist Function: Technical Performance Priorities: • Collector deployment • Data upload • System access
  15. 15. 15© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Your customer’s teacher. Training Specialist Function: Solutions Education Priorities: • Basic understanding • Stickiest features • Advanced functionality
  16. 16. 16© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Get the Infographic Get to know your customer success team. Empathetic, Attentive Listeners Excellent Communicators Committed Team Players Passionate Customer Champions
  17. 17. 17© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Tips for Building an Effective Team Sometimes assembling a new team can be challenging. You can use these tips to guide your recruitment process and assist you in selecting candidates that will embrace your customer success goals. Virtual Handout Watch Anatomy of a Customer Success Team
  18. 18. 18© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk 0 – 30 Days 31 – 60 Days 61 – 90 Days 91+ Days Audience Poll In your experience with Smart Net Total Care implementations, how long does it generally take to get a customer activated?
  19. 19. 19© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Your adoption team’s primary mission is to accelerate implementation.! ! Watch Expand Selling Practices in Action
  20. 20. 20© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Engaged Customers = Revenue Opportunities. Plan Deliver Monitor Assess Engage
  21. 21. 21© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk • Define and agree on customer expectations (desired business outcomes) • Assess current state of network • Outline deliverables • Develop implementation timelines • Assign responsibilities • Establish communication cadence Kickoff Client Services Manager Onboarding Specialist Training Specialist Customer Success Manager Plan | Engage
  22. 22. 22© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Role Function Delegated Administrator Manages access to Cisco Services and for assigning user roles. Cisco recommends having at least one backup delegated administrator. Smart Net Total Care Administrator Oversees role-based access control capabilities in the Smart Net Total Care portal to grant and revoke permissions (such as access to configuration data, product alerts, and letter of authorization). IT Management Identifies primary priorities and goals and sponsors the network integration. They are major users of Smart Net Total Care. Network Operations/ Engineers Works directly with you for technical integration. It is critical to assign a single point of contact to be responsible for effective deployment and maintenance of the solution, expertise in the network infrastructure and starting the inventory collection process. Purchasing/Contract Managers Uses data and reports accessible through the portal that can help them proactively plan and budget for future purchases as well as better manage Cisco Services contracts and renewal processes. Data Center Operations/ Engineers Uses the portal to get visibility into data center equipment to help confirm proper coverage on business- critical devices as well as security alerts to help identify any vulnerabilities in the data center network. Information Security Officer Facilitates the installation of a common services platform collector (CSPC) and will need visibility into the security alerts affecting the network to assess potential threats/vulnerabilities. Customer Stakeholders Attendee Checklist Virtual Handout
  23. 23. 23© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Deliver | Engage • Enable system access • Create a Cisco user profile • Appoint a delegated administrator • Submit change management requests • Open ACLs and firewalls Onboarding Client Services Manager Onboarding Specialist Customer Success Manager
  24. 24. 24© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk • Deploy collector • Assemble initial device list • Complete device discovery • Confirm managed device coverage • Verify collector configuration Technical Implementation Client Services Manager Onboarding Specialist Customer Success Manager Deliver | Engage
  25. 25. 25© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk • Schedule a basic product training • Review online training courses • Determine any advanced training requirements • Schedule live training sessions as required Training Training Specialist Customer Success Manager Deliver | Monitor | Engage
  26. 26. 26© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk • Verify customer activity • Monitor report usage • Schedule necessary trainings • Provide helpful “getting started” materials Initial Usage Customer Success Manager Monitor | Engage
  27. 27. 27© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk • Perform customer health checks • Track product usage (reports/downloads) • Monitor TAC cases • Identify professional services opportunities • Promote milestone achievements • Measure Key Performance Indicators (KPI) tracking • Conduct ongoing training • Complete quarterly business reviews (QRBs) Monitoring & Engagement Training Specialist Customer Success Manager Monitor | Assess | Engage
  28. 28. 28© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Getting started. Create an adoption strategy Recruit qualified candidates Execute your adoption plan
  29. 29. 29© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk Upcoming Sessions #successtalk Protect your recurring revenue by building a comprehensive customer adoption journey that is engaging and relevant for your customers. Learn more about how to create a successful Smart Net Total Care adoption practice. Design a Winning Customer Adoption Strategy May 31, 2016 Automation tools can lower your cost to serve customers while improving their experience with your Smart Net Total Care services. Find out how to save time and money with an automated adoption journey. Low-Touch Tactics to Grow Customer Adoption June 14, 2016 Sign up for a webinar
  30. 30. 30© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential #successtalk nlemieux@cisco.com scschell@cisco.com @Schell_Shocked @CiscoImpact Let us know what you think!
  31. 31. Thank you. #successtalk

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