Engage with Intelligence to Retain for Life Richard Campione, Board Member & President ServiceSource

Doug Schmitt, VP & GM Global Support & Delivery Dell

If you’re feeling social…

@ServiceSource

@campione

@Dell

#RecurringRevenue

#DF13

#Renew

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“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” -John Russell, President, Harley Davidson

Engage with Intelligence

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Coming back for more

Especially important in the new economy

• More choice

• Everything-as-a-service

• Try-before-you-buy

• Lower switching costs

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New Economy

Customer: Pull

Old Economy

Supplier: Build, Sell,

Ship

Differentiation through service, adoption and

delivering customer value

Customer data reflects the customer journey -hard to leverage for engagement & renewal

Market Sell Implement Finance Support Renew

SFA

Web

Marketing Automation Project Mgt

Billing

Accounting

Usage

Service

5 #DF13 insight: @ServiceSource says the key for renewals is having a high touch, high engagement sales model. #recurringrevenue

Recurring revenue presents different challenges than new revenue

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New revenue

• Discovery driven process

• Handful of opportunities per quarter

• Timeline is open ended

Recurring revenue

• Can’t even start without data

• Hundreds of opportunities per quarter

• Perishable: driven by expiration

#DF13 insight: @ServiceSource says comparing new sales to #renewals is like comparing Twinkies to bananas – they’re fundamentally different

Companies forced to solve with people and XLS

Recurring Revenue Customer Engagement

Marketing

Service

Channel

SFA

Commerce

Accounting

HR

Entitlement

Manufacturing

Supply Chain

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Billing

Order Mgt

ERP CRM

CPQ

Admin: >50%

Selling to Customers: <50%

SERVICE PRM SFA (n)

ERP CRM

QUOTE ORDER ENTITLEMENT

ASSETS

Renewal reps spend more time pulling data than talking to customers

8 #DF13 insight: @ServiceSource says renewals sales reps spend < 50% of their time selling due to time spent gathering and prepping data

Superior results require intelligence: optimise timing and grouping of opportunities

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Current State

• Data is frequently inaccurate and incomplete

• Renewals assumed to “just happen” – no optimising timing for quarter results

• Simple processing of contracts: FIFO or sort by total dollar$

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A Better Way

• Accurate data and guided selling

• Renewals managed as perishable assets

• Optimise grouping at asset level for upsell and cross sell

• Accelerate timing: pull forward into present quarter for improved results

A → A’

A → A + B

A + B → C

COTERMINATE

Superior results require intelligence: optimise timing and grouping of opportunities

The problem is bigger than just data… it’s the high volume of perishable opportunities

It’s a volume problem

It’s a timing problem

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$30B Problem

#DF13 insight: @ServiceSource says $30B in #recurringrevenue slips through the cracks every year due to untapped renewal opportunities

Cloud app for recurring revenue management

Enabling Data-Driven Optimization for Recurring Revenue

Renewal Ready Data

Actionable Insight

Sales Execution

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Marketing

Service

Channel

SFA

Commerce

Accounting

HR

Entitlement

Manufacturing

Supply Chain

Billing

Order Mgt

ERP CRM

CPQ

CPQ

Focus on best ways to engage

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Close these deals to exceed target

Engage with these customers now

Run a save play

Follow-up on these actions

Guide reps through the playbook

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What should I do?

Targeted sales

plays and how to run

What has happened?

Quickly review prior

deal activity

What’s Happening?

Headline on deal status

Intelligence drives what to offer and when

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Complete view of customer installed base

Recommended up-sell

Right offers at the right time

Know more, sell more, keep more…

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We enable you

We do it for you

20% increase in sales productivity

15pt improvement in renewal rates

Selling Services

Enablement Services

Data Services

Professional Services

#DF13 insight: @ServiceSource says with #cloud platform #Renew OnDemand, renewals sales productivity is increased by an average of 20%

The market leader in Recurring Revenue Management

Software Hardware Networking Healthcare & Life Science

New Markets (XaaS)

$9B+ under management

47 seconds A renewal is closed

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13 years Expertise & focus

10 OF THE TOP 15 F100 Technology-Based Companies

7 OF THE TOP 10 Software as a Service Companies

6 OF THE TOP 6 Enterprise Network Storage Companies

4 OF THE TOP 5 Integrated Systems Vendors

Engagement with Intelligence

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Coming back for more

89% -> 100%

Dell reinventing customer experience

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Doug Schmitt VP & GM Global Support & Delivery

Richard Campione Board Member & President, Cloud & Data Services

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"In 2012, we began an effort to simplify every aspect of the customer relationship. If successful, we believe this initiative will make it easier for customers to do business with Dell, eliminating friction and complexity and enabling more rapid response to customer needs.” -Michael Dell (April 2013)

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To learn how you can gain intelligence about your customers, improve customer engagement and

increase renewal rates by 15 pts

Visit our booth: #N1423