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1© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
1. Audio Broadcast window should automatically pop up; Audio will be streamed through your computer speakers
2. If Audio Broadcast window does not appear, go to Communicate menu and select Audio Broadcast
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2© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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2. Type your question• Technical Assistance – send to Scott• Content Questions – send to All Panelists
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Evolving Your Install Base Management Strategy
Today’s Host: Scott Schell@Schell_ShockedSenior Manager, Global Customer Success Cisco Systems, Inc.
4© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Customer Success Methodology#successtalk
People
Automation
Process Analytics
5© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Source: Gartner
“80% of a company’s future revenue will come from just 20% of their existing customers.”
Evolving Your Install Base Management Strategy
Guest Presenter: Matt RichardsonPartner SMART Practice Manager
Cisco Systems, Inc.
Guest Presenter:Winnie Zeliger Smart Services Consultant
Cisco Systems, Inc.
#successtalk
7© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Install Base Management Readiness
How prepared is your practice to accurately manage the customer’s install base?
Somewhat
Nearly
Fully
Not at all
#successtalk
8© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
• Understanding install base (IB) perspectives
• Developing a reconciliation process
• Implementing engagement strategies − Partner & Customer Benefits− Customer Conversation Starters− Tools & Support
Session Objectives#successtalk
9© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Install Base Perspectives
Cisco Network Customer
#successtalk
10© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Install Base Reconciliation Triggers
Initial Deployment Upcoming Renewal Adoption Challenges
#successtalk
11© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
MACD Process
Move Add Change Delete
#successtalk
12© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Data Reconciliation Process
Prerequisites• Busin
ess Objectives
• Customer Objectives
• Industry Requirements
Prioritization• Ranke
d most to least important
IB Reconciliation• Cisco
View• Netwo
rk View
• Customer View
Reconciled Inventory• Cisco
Network Collector
• Cisco Contract Database
Customer MACD• Custo
mer and/or Partner Performs Required Changes
Continuous Checking
Continuous Updates
#successtalk
13© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Define MACD Responsibilities Customer
(Self-service)
Partner (IB Management Service)
Cisco (Paid Asset Management Service)
Maintaining Accurate Install Base
Establish Change Window Responsibilities
Change Window
Collector Updates
Firewall Access
#successtalk
14© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Responsibility Task Complete
Customer Establish customer point of contact
Partner Establish partner point of contact
Customer and Partner Agree to MACD process and responsibility
Customer and Partner Agree to goal of IB reconciliation
Customer Provide Letter of Authorization (LOA) access (CBR User with LOA Access)
Cisco Account Team Provide Cisco View
Cisco and Partner Export Network view from SNTC Portal
Customer, Partner, Cisco Align Cisco, Customer, Network views
Customer, Partner, Cisco Implement Changes to maintain reconciliation
Install Base Management Checklist#successtalk
15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Partner Install Base Management Accountability
Success
Customer
16© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Trusted advisor relationships that increase revenue opportunities
Strategic advisory viewpoint Actionable insights using accurate data Technology migration possibilities Expand Opportunities - Professional,
Managed, and Maintenance services opportunities
Partner Benefits#successtalk
17© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
• Reduces risk related to unknown gapsin coverage
• Increases ease of doing business with Partners and Cisco
• Lowers costs through simplified renewal process and improved maintenance delivery
• Enhances software and network security• Assists with industry regulation
compliance
Customer Benefits#successtalk
18© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
A University Medical System needed confirmation of accurate inventory and device coverage to minimize their risk exposure.
Desired Outcome
Partner verified accuracy of inventory collections and portal data to determine the best way to mitigate risk and suggested recommendations.
Insight and Action
Hospital implemented recommendations to achieve their risk mitigation business objective and renewed their service contract for three years at a value of $3.5M, and booked another $450K of services.
Outcome
Provide Greater Customer Value and Drive Renewals
$
#successtalk
19© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What outcomes are most important to your customers?
Identifying End of Life (EOL) devices
Identifying devices without coverage
Reducing potential entitlement issues
Supporting a more predictable budget process
All of the above
Lowering network risk
#successtalk
20© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Customer Conversation Starters
Compliance Security Planning Awareness Risk
!
#successtalk
21© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
It’s time to make use of available install base management tools.
22© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
It’s time to tap into existing install base support services.
23© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Develop MACD Process
Use Existing Resources
• Identify key players
• Define responsibilities
• Execute the plan
• Smart Net Total Care portal
• eConsulting
• CSCC
24© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Find out how to save with strategic, digital investments in your customer success practice.
How to Automate and Digitize Customer EngagementJanuary 19, 2016
Discover how to build a winning customer success team.
Anatomy of a Customer Success TeamFebruary 2, 2016
Upcoming Sessions
Learn how to improve your customer retention through effective data management.
Growing Customer Lifetime Value with Best in Class Data Management PracticesFebruary 16, 2016
#successtalk
Thank you.
#successtalk