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12.16.2016
Marketing Program Manager
Brian Brannon
Building an Enterprise
Customer Success Practice
Sr. Director, Client Outcomes
ASHVIN VAIDYANATHAN
Sr. Director, Global Customer Success
ED DALY
Sr. Manager, Global Custom...
Customer Success in
the Enterprise
Sr. Director, Client Outcomes
ASHVIN VAIDYANATHAN
Disruption is Everywhere
From On Premise to Cloud
From CapEx to On Demand
From Devices to IoT
From Transactions to Outcomes
Your Customers Have More Power
Your Customers Have More Power
©2015 Gainsight. All Rights Reserved.
TRANSACTION ECONOMY FUNNEL
The Old World
P R O A C T I V E
C U S T O M E R
A C Q U I...
©2015 Gainsight. All Rights Reserved.
RELATIONSHIP ECONOMY HOURGLASS
The New World
P R O A C T I V E
C U S T O M E R
S U C...
©2015 Gainsight. All Rights Reserved.
STRATEGYSEGMENT
High
Touch
Mid Touch
Tech Touch
ENTERPRISE
MID-MARKET
SMB
PROACTIVE
...
©2015 Gainsight. All Rights Reserved.
5 PILLARS OF CUSTOMER SUCCESS
The Solution
Building a Successful
Customer Success Practice
Sr. Director, Global Customer Success
ED DALY
$130B
Software Subscription
Revenue 2017
29%
Recurring revenue
40%
Large Enterprise
Revenue is
Subscription
Based
Market D...
Community Cloud View: Partners and Clients
$
Customer Success is Sweet!
Building a Successful
Partner Adoption Practice
Sr. Manager, Global Customer Success
JEFF MCEACHERN
How We Drive Adoption & Customer Success
How We Measure Adoption & Customer Success
Health
Scores
Content People
& Process
Platform
& Analytics
Digital Platform
How We Monitor & Support Adoption
• Deploymen...
Faster
Deployment
Reduce
Risk
Product
Stickiness
Value
Realization
Higher
Customer
Satisfaction
Increase
Utilization
Benef...
Questions?
How Cisco Built a Best-In-Class Customer Success Practice
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How Cisco Built a Best-In-Class Customer Success Practice Slide 1 How Cisco Built a Best-In-Class Customer Success Practice Slide 2 How Cisco Built a Best-In-Class Customer Success Practice Slide 3 How Cisco Built a Best-In-Class Customer Success Practice Slide 4 How Cisco Built a Best-In-Class Customer Success Practice Slide 5 How Cisco Built a Best-In-Class Customer Success Practice Slide 6 How Cisco Built a Best-In-Class Customer Success Practice Slide 7 How Cisco Built a Best-In-Class Customer Success Practice Slide 8 How Cisco Built a Best-In-Class Customer Success Practice Slide 9 How Cisco Built a Best-In-Class Customer Success Practice Slide 10 How Cisco Built a Best-In-Class Customer Success Practice Slide 11 How Cisco Built a Best-In-Class Customer Success Practice Slide 12 How Cisco Built a Best-In-Class Customer Success Practice Slide 13 How Cisco Built a Best-In-Class Customer Success Practice Slide 14 How Cisco Built a Best-In-Class Customer Success Practice Slide 15 How Cisco Built a Best-In-Class Customer Success Practice Slide 16 How Cisco Built a Best-In-Class Customer Success Practice Slide 17 How Cisco Built a Best-In-Class Customer Success Practice Slide 18 How Cisco Built a Best-In-Class Customer Success Practice Slide 19 How Cisco Built a Best-In-Class Customer Success Practice Slide 20 How Cisco Built a Best-In-Class Customer Success Practice Slide 21 How Cisco Built a Best-In-Class Customer Success Practice Slide 22 How Cisco Built a Best-In-Class Customer Success Practice Slide 23 How Cisco Built a Best-In-Class Customer Success Practice Slide 24
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How Cisco Built a Best-In-Class Customer Success Practice

Let's face it: the customer lifecycle has evolved irreversibly. Your business has no choice but to evolve to encompass it and the subscription economy head on. Join Ed Daly (Global Virtual Services and Customer Success Adopt and Expand team, Cisco), Jeff McEachern (Global Customer Success, Cisco), and Ashvin Vaidyanathan (Sr. Director, Client Outcomes, Gainsight) as they deep dive into how Cisco built a best-in-class Customer Success practice and how you can too.

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How Cisco Built a Best-In-Class Customer Success Practice

  1. 1. 12.16.2016 Marketing Program Manager Brian Brannon Building an Enterprise Customer Success Practice
  2. 2. Sr. Director, Client Outcomes ASHVIN VAIDYANATHAN Sr. Director, Global Customer Success ED DALY Sr. Manager, Global Customer Success JEFF MCEACHERN
  3. 3. Customer Success in the Enterprise Sr. Director, Client Outcomes ASHVIN VAIDYANATHAN
  4. 4. Disruption is Everywhere
  5. 5. From On Premise to Cloud
  6. 6. From CapEx to On Demand
  7. 7. From Devices to IoT
  8. 8. From Transactions to Outcomes
  9. 9. Your Customers Have More Power Your Customers Have More Power
  10. 10. ©2015 Gainsight. All Rights Reserved. TRANSACTION ECONOMY FUNNEL The Old World P R O A C T I V E C U S T O M E R A C Q U I S I T I O N R E A C T I V E C U S T O M E R S E R V I C E S A L E S S U P P O R T $
  11. 11. ©2015 Gainsight. All Rights Reserved. RELATIONSHIP ECONOMY HOURGLASS The New World P R O A C T I V E C U S T O M E R S U C C E S S S U P P O R T A D O P T R E N E WE X PA N D $ $ $ S A L E S ⬆ 5-10% points expansion ⬆ 5-10% points retention ⬆ 3X customer outreaches $P R O A C T I V E C U S T O M E R A C Q U I S I T I O N
  12. 12. ©2015 Gainsight. All Rights Reserved. STRATEGYSEGMENT High Touch Mid Touch Tech Touch ENTERPRISE MID-MARKET SMB PROACTIVE JUST-IN-TIME AUTOMATED CUSTOMER SUCCESS IN PRACTICE The Challenge
  13. 13. ©2015 Gainsight. All Rights Reserved. 5 PILLARS OF CUSTOMER SUCCESS The Solution
  14. 14. Building a Successful Customer Success Practice Sr. Director, Global Customer Success ED DALY
  15. 15. $130B Software Subscription Revenue 2017 29% Recurring revenue 40% Large Enterprise Revenue is Subscription Based Market Drivers
  16. 16. Community Cloud View: Partners and Clients
  17. 17. $ Customer Success is Sweet!
  18. 18. Building a Successful Partner Adoption Practice Sr. Manager, Global Customer Success JEFF MCEACHERN
  19. 19. How We Drive Adoption & Customer Success
  20. 20. How We Measure Adoption & Customer Success
  21. 21. Health Scores Content People & Process Platform & Analytics Digital Platform How We Monitor & Support Adoption • Deployment • Features • Usage
  22. 22. Faster Deployment Reduce Risk Product Stickiness Value Realization Higher Customer Satisfaction Increase Utilization Benefits of a Successful Adoption Practice
  23. 23. Questions?
  • AngelaValdez13

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    Jan. 12, 2018
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    Jan. 18, 2017
  • DanBrazil

    Jan. 13, 2017

Let's face it: the customer lifecycle has evolved irreversibly. Your business has no choice but to evolve to encompass it and the subscription economy head on. Join Ed Daly (Global Virtual Services and Customer Success Adopt and Expand team, Cisco), Jeff McEachern (Global Customer Success, Cisco), and Ashvin Vaidyanathan (Sr. Director, Client Outcomes, Gainsight) as they deep dive into how Cisco built a best-in-class Customer Success practice and how you can too.

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