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Bringing a Challenger Mentality to Customer Success
Mari-Frances Bentvelzen
Concur
Dylin WebsterConcur
#Pulse2017
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Drivers of Customer Loyalty
38%
9%
53%
Product Features
Perceived ROI
Experience of Person Working with Them
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Every Retained Dollar Compounds Over Time
*Bookings vs. Churn – David Skok
• Recurring Revenue is Key• 5%+ in retention = 111%+ in Customer
Lifetime Value• Client Retention is a Revenue Driver!
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• Observe• Feedback
The Challenger Mentality Journey
• Challenger Philosophy• Engagement Framework
Key Attributes to Set you Apart• Have strong two-way communication
skills• Offer unique perspective• Identify the business AND individual
customer’s value drivers• Comfortable discussing money• Can pressure the customer
Teach, Tailor & Control
2016
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Strong two-way communication skills
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Two Way Communication – Engagement Framework
IntroCall••Definesuccess••Setexpectations••Mitigaterisk
BusinessReview••Validatedeliveryonvisionofsuccess••Discoveropportunities••BuildTrust
TimeBased
EventBased
NewKeyContact••EstablishRelationship••Reviewexpectations••Discoverdepthofknowledge
RiskAssessment••Datasignalsofrisk••Understandscopeofissue(s)
••Asseslevelofrisk
NewAsset••Uncoverpotentialissues••Levelsetonexpectations
NPS••Stresstestforlargersystematicissues
••Assessrisk
EventBased
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Teach: Offer a unique perspective
Know Your Value
Become an Industry Expert
Differentiate Yourself
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Tailor: Make it Meaningful for Them
Organizational Initiatives Spend Management Priorities Solution Set
• Companies are all subject to Open Payments & Sunshine Act
• Regulatory Compliance. –Complex regulatory environment
• Mergers and acquisitions – In 2015 $70 billion in M&A have been announced with no sign of slowing down.
• The attendee functionality simplifies the expense report and reporting process
• Connections using Concur partners help populate the necessary attendee information
• Automation makes the data more accurate for reporting
• Intelligence / Consultative IntelligenceSunshine Act Compliance
• Risk Messaging• Global Operations• Mobile Workforce
• Travel & Expense
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Control: Provide Coherent Insights & Strong Recommendations
A wealth of data is available in Concur.
How are you empowering your managers to use it?• What incentives do you
have to control spend?• How are budgets
managed?• How do you support
difficult conversations?
Fermin, Corina
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Tying it all Together – Business Review
Intro
• Simple Agenda
• Role Clarity
Value BusinessReview Teach Close
• Client-specific
• Role-specific
• Tie value to products
• Lay foundation for current state
• Dig deeper for new insights
• Bring one best practice to inform how they operate
• Review impact and rollout of practice
• Make your commitments
• Next steps and time-based actions
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Results: Drastic Churn Reduction
0.00%
0.10%
0.20%
0.30%
0.40%
0.50%
0.60%
0.70%
0.80%
0.90%
Q1 2016 Q2 2016 Q3 2016 Q4 2016 Q1 2017
Revenue Churn by Quarter
35%DecreaseinChurn!
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How to Incorporate a Challenger Mentality
1. Create a Reason to Call2. Bring a Unique Perspective3. Learn their Business and Your Value4. Ask for their Commitment
Four Steps for Each Interaction
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THANK YOU
©2017 Gainsight. All Rights Reserved.
Dylin WebsterConcurSr. Director, Client [email protected]
Mari-Frances BentvelzenConcurVP, Client [email protected]