evolving your install base management strategy

1© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

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Evolving Your Install Base Management Strategy

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


Customer Success Methodology#successtalk

People

Automation

Process Analytics


Source: Gartner

“80% of a company’s future revenue will come from just 20% of their existing customers.”

Evolving Your Install Base Management Strategy

Guest Presenter: Matt RichardsonPartner SMART Practice Manager

Cisco Systems, Inc.

Guest Presenter:Winnie Zeliger Smart Services Consultant

Cisco Systems, Inc.

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Install Base Management Readiness

How prepared is your practice to accurately manage the customer’s install base?

Somewhat

Nearly

Fully

Not at all

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• Understanding install base (IB) perspectives

• Developing a reconciliation process

• Implementing engagement strategies − Partner & Customer Benefits− Customer Conversation Starters− Tools & Support

Session Objectives#successtalk


Install Base Perspectives

Cisco Network Customer

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Install Base Reconciliation Triggers

Initial Deployment Upcoming Renewal Adoption Challenges

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MACD Process

Move Add Change Delete

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Data Reconciliation Process

Prerequisites• Busin

ess Objectives

• Customer Objectives

• Industry Requirements

Prioritization• Ranke

d most to least important

IB Reconciliation• Cisco

View• Netwo

rk View

• Customer View

Reconciled Inventory• Cisco

Network Collector

• Cisco Contract Database

Customer MACD• Custo

mer and/or Partner Performs Required Changes

Continuous Checking

Continuous Updates

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Define MACD Responsibilities Customer

(Self-service)

Partner (IB Management Service)

Cisco (Paid Asset Management Service)

Maintaining Accurate Install Base

Establish Change Window Responsibilities

Change Window

Collector Updates

Firewall Access

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Responsibility Task Complete

Customer Establish customer point of contact

Partner Establish partner point of contact

Customer and Partner Agree to MACD process and responsibility

Customer and Partner Agree to goal of IB reconciliation

Customer Provide Letter of Authorization (LOA) access (CBR User with LOA Access)

Cisco Account Team Provide Cisco View

Cisco and Partner Export Network view from SNTC Portal

Customer, Partner, Cisco Align Cisco, Customer, Network views

Customer, Partner, Cisco Implement Changes to maintain reconciliation

Install Base Management Checklist#successtalk

15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Partner Install Base Management Accountability

Success

Customer


Trusted advisor relationships that increase revenue opportunities

Strategic advisory viewpoint Actionable insights using accurate data Technology migration possibilities Expand Opportunities - Professional,

Managed, and Maintenance services opportunities

Partner Benefits#successtalk


• Reduces risk related to unknown gapsin coverage

• Increases ease of doing business with Partners and Cisco

• Lowers costs through simplified renewal process and improved maintenance delivery

• Enhances software and network security• Assists with industry regulation

compliance

Customer Benefits#successtalk


A University Medical System needed confirmation of accurate inventory and device coverage to minimize their risk exposure.

Desired Outcome

Partner verified accuracy of inventory collections and portal data to determine the best way to mitigate risk and suggested recommendations.

Insight and Action

Hospital implemented recommendations to achieve their risk mitigation business objective and renewed their service contract for three years at a value of $3.5M, and booked another $450K of services.

Outcome

Provide Greater Customer Value and Drive Renewals

$

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What outcomes are most important to your customers?

Identifying End of Life (EOL) devices

Identifying devices without coverage

Reducing potential entitlement issues

Supporting a more predictable budget process

All of the above

Lowering network risk

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Customer Conversation Starters

Compliance Security Planning Awareness Risk

!

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It’s time to make use of available install base management tools.


It’s time to tap into existing install base support services.


Develop MACD Process

Use Existing Resources

• Identify key players

• Define responsibilities

• Execute the plan

• Smart Net Total Care portal

• eConsulting

• CSCC


Find out how to save with strategic, digital investments in your customer success practice.

How to Automate and Digitize Customer EngagementJanuary 19, 2016

Discover how to build a winning customer success team.

Anatomy of a Customer Success TeamFebruary 2, 2016

Upcoming Sessions

Learn how to improve your customer retention through effective data management.

Growing Customer Lifetime Value with Best in Class Data Management PracticesFebruary 16, 2016

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Thank you.

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