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Creating a Customer Value Exchange Leveraging Smart Net Total Care & Implementing Best Practices
Today’s Host: Scott Schell@Schell_ShockedSenior Manager, Global Customer Success Cisco Systems, Inc.
2© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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Customer Success Methodology#successtalk
People
Automation
Process Analytics
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https://impact.cisco.com/resources/
Visit SuccessHub
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Creating a Customer Value Exchange Leveraging Smart Net Total Care & Implementing Best Practices
Guest Presenter: Matt RichardsonPartner SMART Practice ManagerCisco Systems, Inc.
6© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What is a Value Exchange?
Transaction between people where each receive value out of the exchange. Involves some combination of information, affirming
relationship and solving business challenges.
Increase customer interaction opportunities
Establish a predictable cadence for updates
Less formality
Targeted stakeholder
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Use Smart Net Total Care tools to capture key data for a Value Exchange
Track progress towards achieving their business outcomes
Efficiently and effectively increase exchange of information
Value Exchange Objectives
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Quarterly Business Review Model Value Exchange Model
• Periodic QBRs with stakeholders
• Formal presentation of activities and deliverables in the last 90-day plan
• Typically one-directional conversation
• More frequent updates with stakeholder
• Shorter, less formal updates on progress and results achieved
• Joint and collaborative exchange
9© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Review Frequency
How often do you currently meet with customers to review their Cisco Install Base?
Quarterly
Annually
Never
Monthly
Weekly
10© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
How are we changing the conversation?
With a business outcome-based dialogue to create a plan
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Value Exchange Example
“Use regular business reviews (with your higher touch customers) as a way to track progress to the objectives and targets you’ve jointly defined. If your customers understand that you have a
vested stake in their success and you share that common objective, they’ll be willing to engage with you on a regular
basis to collaborate on how they can get there.
– Nello Franco, SVP Customer Success, Talend
12© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Data PresentedWhat types of install base information do you review with your customers?
Install Base Reconciliation
Contracts
Product Lifecycle
Solution Planning
Asset Tracking
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Value Exchange Components
Business Outcomes
Key Points Highlights Actionable Insights
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Engage customers. Show why they matter.
Grow Revenue
Optimize Expenses
Improve Cash Flow
Maximize Asset Use Manage Risk
!$
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Key Points
Install Base Coverage
Lifecycle Management
Alerts Management
Threat Awareness/Security
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Highlights
Alert Based Impacts
Lifecycle Based Impacts
Contract Coverage Based Impacts
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Actionable Insights - Smart Net Total Care MACRO
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Actionable Insights - Vulnerability Alerts
Use Product Alerts Report Use the Intellishield, Field Notice, PSIRT tabs Target the core devices from the customer’s viewpoint
Impacts: Nexus 7K, 5K,
4K
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Actionable Insights - Vulnerability Alerts
IOS versions: Where the network is running multiple versions by product family or asset type
IOS vulnerabilities that may require a patch or upgrade Large batch impacts such as OpenSSL or Protocol
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Actionable Insights - Lifecycle Management
Use Product Alerts Report Use the Hardware Alerts and Software Alerts tabs
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Actionable Insights - Contract Management
Use Contract Management Report Expiring Coverage and other Uncovered views –
keep the message clear
Uncovered core network devices with Lifecycle in mind Soon to expire service - yours or a competitor Coverage anomalies by technology (SLA, uncovered vs covered) Uncovered but at $, modules and cards which can be missed in
quote Contract clean-up opportunities (consolidation, site consistency)
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Actionable Insights - Install Base Coverage
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Actionable Insights - Covered Product Family
Uncovered by technology inconsistency (% of total): 7 7200 (47%), 8 WAAS (21%), 18 C6000 (56%)
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Keys to a Successful Value Exchange
Timely Interactions
Customer Outcomes
CollaborativeApproach
Actionable Analytics
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• Improve cash flow with peak network performanceLocate Uncovered Devices
• Improve asset use and optimize expensesIdentify LDOS/EOL Equipment
• Maintain network security and minimize exposure to riskIncrease Network Security
• Maximize asset use and ensure industry complianceMaintain Industry Compliance
• Safeguard network security and reduce riskThreat Awareness
Smart Net Total Care Smart Plays
NEW
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Learn more about how to build a first-class Smart Net Total Care adoption team.
Design a Winning Customer Adoption StrategyMay 31, 2016
Upcoming Sessions#successtalk
Discover who the players are on your adoption team and what makes them critical to your future success.
Reduce Churn with Adoption All-starsMay 17, 2016
Thank you.
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