meet your renewals mvps

Meet Your Renewals MVPs

Today’s Host: Nichole Lemieux

Partner Experience ArchitectGlobal Customer Success Cisco Systems, Inc.

2© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

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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!

Visit SuccessHub

Visit Success Hub

http://impact-info.cisco.com/l/64992/2016-05-12/8m9zbm

Meet Your Renewals MVPs

Guest Presenter:Justin Crotty

Director Business DevelopmentCisco Systems, Inc.


“The economic value of a customer is realized over time, instead of upfront at the initial sale. Being successful increasingly requires that companies actively manage their customers during their engagement

relationship.”Forrester


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Supporting the customer lifecycle.

Adopt

Welcome

2nd Chance AttachExpand

Renew

Refresh


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Audience Poll

7

Do you currently have a dedicated renewals team within your organization?


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The path to success with renewals.

Develop Your Team Create a Plan Leverage Resources to Drive Customer Value

Realization


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Roles in the customer lifecycle.

Client Services Manager

Onboarding Specialist Training Specialist

Get Your Winning Team infographic

Renewal Specialist

Customer Success Manager

http://impact-info.cisco.com/l/64992/2016-05-12/8m9zbr


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Your solutions expert.

Training Specialist

Function: Solutions Expert

Priorities:• Contract renewal• Product offers• Additional services

Renewal Specialist


What makes a renewals specialist?

Empathetic, Attentive Listeners

Excellent Communicators

Critical Thinkers

Product Experts


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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

http://impact-info.cisco.com/l/64992/2016-05-12/8m9zbp


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Audience Poll

13

Based on contract value, where do see the biggest opportunity for improving your customer retention rates?

$50K +

$25 - $50K

$10K - $25K

Under $10K


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%.”


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You renewals strategy will...

Increase Profitability Enhance Productivity Improve Customer

Satisfaction and Loyalty Through Value

Realization

$


Renewing services in a timely manner helps your customers ensure continuous service coverage, and protects valuable and often mission-critical network resources.


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You need a plan to be successful.

Discovery Highlights Opportunities Proposal Communication

?


Discovery leads the way in customer

retention.

Create a holistic view of your customer and their desired outcomes.

Review account history

Review organizational structure

Review current product offers

Review changes in the industry


Highlight the value your solutions delivered for

your customer.

Demonstrate where and when your solutions have helped your customer achieve their business goals.

Increased Revenue

Optimized Expenses

Improved Cash Flow

Maximized Asset Use

Managed Risk


Opportunities represent potential

revenue.

Identify areas where your solutions can improve your customer’s business.

Hardware and software that have reached lifecycle milestones

Security advisories

Uncovered equipment

Contract expiration

Data reconciliation challenges

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Customized proposals increase your chance

of success.

Create the most relevant, profitable, results-oriented proposal for each customer.

Focus on business outcomes

Address opportunities identified

Cover industry requirements

Emphasize your commitment to their business


Communication is key to facilitate the

renewal process.

Review the renewal proposal with your customer and have candid conversations about their business needs.

Initiate contact

Celebrate historical achievements

Highlight product improvements

Review renewal proposal

Address areas of concern

Follow a customized communication plan


We are absolutely committed to you (our partners), and that will not change. Everything we do, we do with you in mind.

-Chuck Robbins


CISCO IMPACTCHARTER

Simplify, digitize and automate the renewals

experience for our customers and partners.

Data-Driven Partner Consumable

Automation


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Data Intelligence

•Data aggregation, normalization, enrichment & management

•Complete picture of installed base of services

•Key Benefits: accurate and actionable customer data, uncover new revenue streams

AutoQuote Campaign Engine

•Automation of pre-validated renewal and attach quote creation/delivery

•Cisco delivers opportunity data; partner provides contact data

•Email campaign is partner branded with a “call to action” to buy now

•Key Benefits: reduced cost of sale, increased renewals, address low dollar renewal opportunities

Cisco Impact Portal•A single view of Cisco service opportunities

•Service contract management, visibility to renewal or attach sales opportunities

•Auto notifications and AutoQuote setup and mgt

•Key Benefits: sales opportunity visibility, self help product/lifecycle management

Cisco Impact supports your business goals.


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Getting started with your renewal strategy.

Assemble your dedicated renewals team.

Validate your customer’s business needs.

Focus on the value your solutions provide the customer.

Identify opportunities to upsell/cross-sell.

Remember to use a solution-led selling approach.

Be prepared in advance to overcome objections.

Use your Cisco tools and resources.

@CiscoImpact

Let us know what you think!

[email protected]

[email protected]

mailto:[email protected]?subject=Customer%20Success%20Talk%20Feedback

mailto:[email protected]?subject=Customer%20Success%20Talk%20Feedback


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Churn is your enemy. The fact is you could be missing out on up to 36% of your renewals revenue. While renewing a contract may sound simple, the reality is that low-dollar, high-volume opportunities are often missed because they’re too difficult and time consuming to manage. Discover new ways to automate your contract renewals to capture those low-dollar opportunities.

Renewals for Low-dollar, High-volume CustomersAugust 30, 2016

Upcoming Sessions#successtalk

Sign up for a webinar

What should a renewals process look like and how do you flawlessly execute and consistently deliver continued value to your customers. Learn more about the practical application of the renewals process.

Countdown: T-Minus 24 Weeks to RenewalSeptember 13, 2016



Thank you.

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meet your renewals mvps

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