Reduce Churn with Adoption All-stars

Today’s Host: Scott Schell@Schell_ShockedSenior Manager, Global Customer Success Cisco Systems, Inc.

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Customer Success Methodology#successtalk

People

Automation

Process Analytics

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On demand webinars, videos, infographics, blogs, whitepapers and much more!

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Visit Success Hub

Reduce Churn with Adoption All-stars

Guest Presenter: Pete Davis@pjdavis71

Director, Technical Services AmericasCisco Systems, Inc.

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Adoption teams accelerate time-to-value thorough timely, relevant interactions with your customers.

Adoption is delivering on promised value.

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Adoption is critical to satisfaction.

Customers’ expectations must be met in a

subscription-based economy.

Customers want your commitment to helping them

achieve outcomes.

Focusing your efforts on adoption will reduce churn

and increase renewal rates.

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Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy

“A 2% increase in customer retention has the same effect as decreasing costs by 10%.”

Reduce Cost

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Bain & Company

“A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related.”

Retain Customers

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Marketing Metrics

“The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%.”

Sell More

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Audience Poll

10

Does your company currently have an adoption team or resource in place to support your customer success practice?

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Meet your adoption all-stars.

Client Services Manager Onboarding Specialist Training Specialist

Customer Success Manager

Get Your Winning Team infographic

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Your customer’s trusted advisor.

Customer Success Manager

Function: Customer Advocate

Priorities:• Track usage metrics• Monitor engagement• Accelerate time-to-value• Coordinate customer support

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Your customer’s guide for getting started.

Client Services Manager

Function: Customer Enablement

Priorities:• Product delivery• Onboarding coordination• Timely execution

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Your customer’s technical resource.

Onboarding Specialist

Function: Technical Performance

Priorities:• Collector deployment• Data upload• System access

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Your customer’s teacher.

Training Specialist

Function: Solutions Education

Priorities:• Basic understanding• Stickiest features• Advanced functionality

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Get the Infographic

Get to know your customer success team.

Empathetic, Attentive Listeners

Excellent Communicators

Committed Team Players

Passionate Customer Champions

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Tips for Building an Effective Team

Sometimes assembling a new team can be challenging. You can use these tips to guide your recruitment process and assist you in selecting candidates that will embrace your customer success goals.

Virtual Handout

Watch Anatomy of a Customer Success Team

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0 – 30 Days

31 – 60 Days

61 – 90 Days

91+ Days

Audience Poll

In your experience with Smart Net Total Care implementations, how long does it generally take to get a customer activated?

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Your adoption team’s primary mission is to accelerate implementation.! !

Watch Expand Selling Practices in Action

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Engaged Customers = Revenue Opportunities.

Plan Deliver Monitor Assess Engage

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• Define and agree on customer expectations (desired business outcomes)

• Assess current state of network

• Outline deliverables

• Develop implementation timelines

• Assign responsibilities

• Establish communication cadence

Kickoff

Client Services Manager

Onboarding Specialist Training Specialist

Customer Success Manager

Plan | Engage

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Role Function

Delegated Administrator Manages access to Cisco Services and for assigning user roles. Cisco recommends having at least one backup delegated administrator.

Smart Net Total Care Administrator

Oversees role-based access control capabilities in the Smart Net Total Care portal to grant and revoke permissions (such as access to configuration data, product alerts, and letter of authorization).

IT Management Identifies primary priorities and goals and sponsors the network integration. They are major users of Smart Net Total Care.

Network Operations/ Engineers

Works directly with you for technical integration. It is critical to assign a single point of contact to be responsible for effective deployment and maintenance of the solution, expertise in the network infrastructure and starting the inventory collection process.

Purchasing/Contract Managers Uses data and reports accessible through the portal that can help them proactively plan and budget for future purchases as well as better manage Cisco Services contracts and renewal processes.

Data Center Operations/ Engineers

Uses the portal to get visibility into data center equipment to help confirm proper coverage on business-critical devices as well as security alerts to help identify any vulnerabilities in the data center network.

Information Security Officer Facilitates the installation of a common services platform collector (CSPC) and will need visibility into the security alerts affecting the network to assess potential threats/vulnerabilities.

Customer StakeholdersAttendee Checklist

Virtual Handout

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Deliver | Engage

• Enable system access

• Create a Cisco user profile

• Appoint a delegated administrator

• Submit change management requests

• Open ACLs and firewalls

Onboarding

Client Services Manager

Onboarding Specialist

Customer Success Manager

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• Deploy collector

• Assemble initial device list

• Complete device discovery

• Confirm managed device coverage

• Verify collector configuration

Technical Implementation

Client Services Manager

Onboarding Specialist

Customer Success Manager

Deliver | Engage

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• Schedule a basic product training

• Review online training courses

• Determine any advanced training requirements

• Schedule live training sessions as required

Training

Training Specialist

Customer Success Manager

Deliver | Monitor | Engage

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• Verify customer activity

• Monitor report usage

• Schedule necessary trainings

• Provide helpful “getting started” materials

Initial Usage

Customer Success Manager

Monitor | Engage

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• Perform customer health checks

• Track product usage (reports/downloads)

• Monitor TAC cases

• Identify professional services opportunities

• Promote milestone achievements

• Measure Key Performance Indicators (KPI) tracking

• Conduct ongoing training

• Complete quarterly business reviews (QRBs)

Monitoring & Engagement

Training Specialist

Customer Success Manager

Monitor | Assess | Engage

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Getting started.

Create an adoption strategy Recruit qualified candidates Execute your adoption plan

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Upcoming Sessions#successtalk

Protect your recurring revenue by building a comprehensive customer adoption journey that is engaging and relevant for your customers. Learn more about how to create a successful Smart Net Total Care adoption practice.

Design a Winning Customer Adoption StrategyMay 31, 2016

Automation tools can lower your cost to serve customers while improving their experience with your Smart Net Total Care services. Find out how to save time and money with an automated adoption journey.

Low-Touch Tactics to Grow Customer AdoptionJune 14, 2016

Sign up for a webinar

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nlemieux@cisco.com

scschell@cisco.com

@Schell_Shocked

@CiscoImpact

Let us know what you think!

Thank you.

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