The Golden Thread: Connecting Data in the Value Chain
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The Golden Thread: Connecting Data in the Value Chain Today’s Host: Nichole Lemieux Partner Experience Architect Global Virtual Sales & Customer Success Cisco Systems, Inc.
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Transcript of The Golden Thread: Connecting Data in the Value Chain
The Golden Thread: Connecting Data in the Value Chain
Today’s Host: Nichole Lemieux
Partner Experience ArchitectGlobal Virtual Sales & Customer Success Cisco Systems, Inc.
2© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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Customer Success Methodology
3© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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The Golden Thread: Connecting Data in the Value Chain
Guest Presenter: Andy Starr
Vice President, Customer Success & Renewal Operations Global Virtual Sales & Customer SuccessCisco Systems, Inc.
5© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
3.5x higher retention rate
20% customer lifetime value growth
ActionInsight
The Golden Thread drives your success.
6© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Identifying data sources in your value chain.
Finance
TechSupport
InstalledBase
External Data
Advanced Services
TechServices
Software
Web
Social
Sales Support
Foundational Data Telemetry Data(Product Usage)
Sales & Marketing Data
Connecting data to fuel your business . . . more than a single thread
Customer Success Manager
Account Manager
Executive Sponsor
Combining data in a digital world.
Customer Success Manager
Account Manager
Executive Sponsor
Customer Health Scores
Expand Opportunities
Renew Opportunities
Key anchors in the customer lifecycle.
2nd Chance Attach
Adopt
Welcome
Expand
Refresh
Renew
Get to know your customerswith
Descriptive Analytics.
Anticipate customer needswith
Predictive Analytics.
Deliver exceptional valuewith
Prescriptive Analytics.
13© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Defining your data journey.
Quoting & Ordering
CCW
Customer Footprint
Entitlements
Usage MetricsTelemetry
Customer Support
TAC
Customer Health Gainsight
Marketing CampaignCustomer Lifecycle
Opportunity Visibility
SFDC
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Proactively monitor and manage service coverage and SW usage in a customer’s network.
Know the landscape.
Identify uncovered equipment opportunities
Gain visibility into and drive software adoption
Find LDOS/EOL opportunities
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Detect areas where the customer may be struggling and provide solutions to augment their business.
Refine insights and engagement.
Evaluate usage to determine support requirements
Discover areas where additional solutions benefit customers
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Continue to improve visibility and data quality in order to better serve your customers.
Look to the future.
Adopt Expand Refresh
17© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Getting started with data management.
Evaluate internal resources and capabilities.
Investigate external support programs and
tools.
Implement what you can now.
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