The IoT Future: How Customer Success Drives Change at ... · Key IoT trends affecting the Energy...
Transcript of The IoT Future: How Customer Success Drives Change at ... · Key IoT trends affecting the Energy...
©2015 Gainsight. All Rights Reserved.
The IoT Future: How Customer Success Drives Change at Infrastructure Companies
©2015 Gainsight. All Rights Reserved.
Panel Introduction
Tania Goldszmidt GE Power Digital
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Panel Introduction
Tania Goldszmidt GE Power Digital
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Panel Introduction
Joanne Delangie
Peak 10
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Panel Introduction
Joanne Delangie
Peak 10
©2015 Gainsight. All Rights Reserved.
Panel Introduction
Peter Liang Nutanix
©2015 Gainsight. All Rights Reserved.
Panel Introduction
Peter Liang Nutanix
©2015 Gainsight. All Rights Reserved.
Welcome Your Panelists!
Tania Goldszmidt GE Power Digital
Joanne Delangie
Peak 10
Peter Liang Nutanix
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We’ll Discuss 5 Topics in 3 Customer Stories
Customer Success in the Infrastructure industry
Trends in IoT influencing the Infrastructure industry
How CS teams are responding to these IoT trends
Measuring the success of CS teams in Infrastructure
CS advice to companies in the Infrastructure space
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Peak 10
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Customer Success Drivers in Infrastructure as a Service
• Data Center Colocation Services
• Cloud Service • Managed Services
• At Risk List • Customer Rankings by KPIs • Proactive Outreach
Business Evolution
Predictive Analytics Model
Churn correlation with: • New services • Lack of engagement • Inconsistent processes
Customer Research
• Launched CSM Team 2015
Customer Success Team
• “The evolution of services from colocation to cloud and managed services required an evolution of customer interaction and setting expectations to transition from reactive to proactive outreach”
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IoT Trend in IT Infrastructure - Evolution Continues
• Increased Data • Scalability • Analytics Tools • Data at Rest vs. Data in
Motion
New Services - New SLAs • Self Service • Self Monitoring
- Removing human intervention
- Remote Monitoring
How it affects CSM
“Analysts predict by 2020 there will be more than 5.5 billion machine to machine connections”
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Customer Success in IT Infrastructure Operational Changes
CJ - Setting Expectations
Focus on Target Accounts
Customer Segment Automation
Tech in 10 Education Series
<$3K MRR Segment
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Customer Success Achievement
Net Promoter Score (NPS) • 26% Reduction in Churn
YoY
• 94% Customer Retention Rate
Retention and Churn Results
Increased to 67.4
“The highest ever in the company’s history of tracking this metric and a clear indicator of its strong focus on the customer experience”
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Building a Customer Success Team
1. Identify Risk Factors for Churn
2. Define the Customer Journey – Set Expectations
• Pricing • Support Tickets • Contract Status • Seasonal Factors
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Building a Customer Success Team
3. Create Customer Health Score KPIs and CTAs
4. Hire an AWESOME team!
• Customer Engagement • Support Tickets • Contract Status • Seasonal Factors • Pricing Variance
• Positive Attitude • Customer-oriented • Professionalism • Technical Aptitude • Situational Fluency
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Nutanix
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Customer Success in IT Infrastructure
• Impact Visibility /Blast Radius • Preemptive Issue
Identification • Infrastructure Health Check
• Capacity Planning • Virtual Machine Density (TCO
& ROI) • “Pay-as-you-grow”
• Risk Mitigation
• Scalability & ROI
• SOPs • Workflow Management • Deployment Project Mgmt • PM the PM
• Operations Management
• Trusted Advisor for Eco-sys • “Out-of-band” Comm.
• Multi-vendor Relationship
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IoT Trend in IT Infrastructure
• Random I/O characteristics
• Multi-tenancy • Mixed workloads • “Noisy neighbor” • Unique challenge in
virtualized platform
• New Challenges • Relationship with
“ancillary” stakeholders (apps)
• Infrastructure is always to blame
• Mis-sized env affect CSAT
• How it affects CSM
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Evolving Role of CS at Nutanix
• Tighter alignment to stakeholder business objective • Understanding of customer’s “journey” to the Cloud • Be accountable for the Eco-system • Proactive infra sizing exercise • Build relationship with infra team “customers”
• Evolve CSM to address IoT trend
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Metrics
• Quantitative • Executive engagement • Influence on product sales • Service (TRM) renewal • Customer insight • “Reference-ability” /
Marketing value
• Qualitative
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Building Customer Success
Key building blocks
People • Over hire for talent, experience, passion to start • Find “builders”
Processes • Templatize data collection (customer env.) • Standardize Risk Mitigation processes
Platform / Technology • Help scale • Measure team performance/compliance
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GE Digital
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Customer Success in “Industrial” Internet of Things (IIoT)
• Multi-year contracts • Product Roadmaps • Co-development of solutions
• Changing customers profiles • Coaching & partnership vs
training & provisioning • Leading a transformation
• Customer Lifecycles
• Change Management
• Delivering long term business value:
• Performance • Productivity • Reliability
• Outcome Guarantees
• Analytics – Trusting the data • Power Industry – Operational
knowledge
• SMEs and Data Experts
• “Strategic partner of choice for customers to derive new value, new insights, new revenue and business models from digital assets”
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Key IoT trends affecting the Energy Power Industry
Digital is disrupting and transforming the electricity industry, challenging old models and creating unprecedented opportunities
Combining software and data analytics with advanced hardware,
new digitally-enhanced power generation delivers… greater reliability, affordability and sustainability,
help lower costs, improve efficiencies, protect and secure assets,
create new growth and revenue opportunities and lower carbon output
The Future of Energy is DIGITAL
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How is GE changing to lead the “Industrial” Internet of Things (IIoT)
At GE, CEO Jeff Immelt is leading our own digital-industrial journey,
from the way we work, to our products and solutions, to how we
engage with customers
With a new software portfolio and new GE businesses, we are
bringing new purpose-built digital solutions that span the entire
electricity value chain
New investments, New technology and New teams
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How we define Customer Success at GE
• Quantitative • Customer outcomes
delivered and expressed by the customer (eBooks)
• Qualitative • Velocity through delivery
thread
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Building Customer Success
Know Your Customer | Mind Your Delivery
People • It’s all about partnerships • "Everyone” is in the Customer Success business
Processes • Crisply clear definition of success, yours and your customers • Customer eBooks (Outcomes & Results) • Purposed built offerings Platform / Technology • True 360 Customer View & Delivery Thread …enabling Visibility, Proactive Engagement, Scalable Ops, Alignment
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“Delivering” Customer Success
Know Your Customer: Offer purposed-built services for on-going success
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Q&A