The Connected Customer Engagement...

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The Connected Customer Engagement Lifecycle

Chris Bates VP of Global Customer Success

Clarizen



Work in the Past



Faster and Real-time

Distributed and Mobile

Generation Y is Joining

Flatter and Social

Global and 24/7

Work Today


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And even more so in Professional Services

!   The Professional Services mandate

!   What problems are we trying to solve?

!   How do we get there?

What we’ll discuss today:



The Professional Services Mandate


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The Professional Services mandate

•  Manage service delivery & post-sale engagement

•  Maximize customer satisfaction

•  Generate repeat and expansion business



What problems are we focused on solving?


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THE PROBLEM: Disconnected Islands Across Services Delivery

SALES

DELIVERY FINANCE CUSTOMER

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THE PROBLEM: Disconnected Islands Across Services Delivery

SALES


No clean handoff

Wrongly set expectations

Frustration

Miscommunication risks Inefficient resource

allocation Lack of accurate visibility

Duplicated effort

Slow time to revenue recognition

Inefficiencies drag

on profitability

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How do we solve these challenges?


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CUSTOMER

Accelerate the speed of doing business by enabling A 360 degree view of the customer

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Get Better Visibility

Faster Sense and Respond

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Quicker to Innovate


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Connecting your Technology and Processes to manage the full customer lifecycle

SALES


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Connecting your Technology and Processes to manage the full customer lifecycle

SALES


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Other ERP Systems


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Benefits of a Connected Customer Engagement Lifecycle

INCREASE ACCOUNTABILITY

FASTER SENSE AND RESPOND

IMPROVED ALIGNMENT WITH

CUSTOMERS

BETTER PRODUCT

MARKET FIT

OPERATIONAL

AND FINANCIAL BENEFITS



The Connected Customer Engagement Lifecycle: Real-World Examples


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Marketo Overview

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USE CASE: PROFESSIONAL SERVICES

Leader in cloud-based marketing software !  >3,000 customers in 36 countries !  >190 ecosystem partners !  >40,000 Marketing Nation community members !  >600 employees in U.S., Europe, Australia, Japan, Israel

(MKTO)

CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES


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Marketo Overview

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Professional Services Challenges

! Lack of visibility ! Poor project control ! Lack of collaboration on projects ! Lack of integration with Sales ! Low PSA adoption ! Difficult to scale with business


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SALES

DELIVERY PAYMENT CUSTOMER

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SALES

PAYMENT DELIVERY


Overview


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SALES


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SALES

PAYMENT DELIVERY


Overview

CONSOLIDATED REPORTS


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Marketo Overview

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Solution + Business Impact !   3000+ successful new deployments !   8000+ projects ! Visibility across Customer Success & Sales !   High PSA adoption !   Strong CRM integration !   Project control & flexibility !   Collaborative, distributed virtual teams

Enterprise Work Collaboration Delivered:


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Webtrends Overview

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CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES


!   Pioneer of the web analytics industry 20 years ago !   Today 2000+ customers globally !   Emphasis on cross-channel data-driven marketing

solutions for mid to large enterprises !   Leveraging a data-driven foundation to help marketers

optimize the customer experience


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Webtrends Overview

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Challenges !  Manual project creation

!  Consulting teams could only enter time and were unable to manage other aspects of the projects

!  All communication was tracked in email only

!  Limited and very manual reporting


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SALES


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SALES

FINANCE DELIVERY


Webtrends Overview


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SALES


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SALES

FINANCE DELIVERY


Webtrends Overview

CONSOLIDATED REPORTS




SINGLE SOURCE OF TRUTH

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TASKS

12,000 TIMESHEET

LINES OF DATA PER QTR

Solution + Business Impact

Webtrends Overview

50,000 MANAGE PROJECTS

WITH MANAGE PROJECTS

THAT CONTAIN WEEKLY ROBUST

CUSTOMER REPORTING

!   Single source of information and “truth” – in real-time !   Improved alignment with customers and focus on Customer Success !   Dramatic improvement in clarity within Finance !   Workflow and alerts features drive increased project accountability !   Shift from reactive to proactive – change in culture !   Reduced overhead = improved efficiency


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Future State Overview

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CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES


Consulting Services and Solutions !   30-year history of change management,

documentation and training !  Drive operational transformation with large, Fortune

500 companies o  Use-cases include clinical trial management systems,

ERPs, M&As



Challenges ! Incomplete collaboration and disconnected workflow ! Slow, disconnected reporting systems ! Lack of visibility into project status and lack of reporting






Solution + Business Impact Enterprise Work Collaboration Delivered:


23% increase in gross margin 10% decrease in hour process time

!   Real-time communications and collaboration with clients

!   Accelerated workflow and project completion with reduced project inefficiency

!   “Working out loud”




Future State Overview Executive Reporting

Proposal Baseline, Net Income and Project Health



What we’ve learned from these leaders

!   Keep the focus on the customer !   Recognize that the world is changing !   Break through the barriers to the

Professional Services Mandate !   Enable a seamless technology connection

across the customer lifecycle



Thank You

Chris Bates [email protected]

www.clarizen.com

The Connected Customer Engagement...

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