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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?
  • NicoleAdams33

    Nov. 21, 2019
  • MatthewPateePMP

    Jan. 12, 2018
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    Dec. 5, 2017
  • HowardYermish

    Jan. 23, 2017
  • MichaelNapoli

    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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