Burwood Group: Smarter Solutions. Better Outcomes.

Today’s Host: Nichole Lemieux

Partner Experience ArchitectGlobal Virtual Sales & Customer Success Cisco Systems, Inc.

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Customer Success Methodology

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Burwood Group: Smarter Solutions. Better Outcomes.

Chad FrisqueBusiness Development Manager

Rob WolfeAccount Executive

- Sirius Decisions

80% of a CXO’s final decision is based on his or her own or others’ experience with your company.

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According to a study conducted by the Global Center for Digital Business Transformation, 4 of the top 10 incumbents

in the industries studied will be displaced in the next five years.

A digital revolution that reshapes markets

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Rise of the technology savvy customer

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Embrace change in today’s ecosystem

Traditional Contemporary

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• Maximize asset performance• Minimize risk• Optimize expenses• Streamline operations• Support growth

Create an approach that delivers value

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Cooperation vs. Competition

Security

Collaboration

Data Center

Managed Services

Professional Services

Switches & Routers

Networking Software

Infrastructure

Unified Communications

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Traditional approach to business development

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New approach focused on delivering value

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Understanding your customers

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Solutions-based approach to engagement

Drive customer loyalty Develop trusted advisor relationships

Create customer advocates

- Rockefeller Corporation, 18 Customer Facts Marketers Can’t Ignore

68% of customers leave because they think you don’t care about them.

- Chad Frisque

Delivering on the promise of customer success increasingly demands true cooperation among technology providers.

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Selling on value unlocks success

Relationship building

Business-focused conversations

Financial considerations

Team sales model

- Dwight D. Eisenhower

In preparing for battle I have always found that plans are useless, but planning is indispensable.

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Deliver outcomes based on insights

Core tenants of value-based selling include delivering value propositions, solutions, architectures and driving a

commitment to improve customer business outcomes.

Improve the business

Maximize the investment

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Key customer priorities that deliver value

Grow & increase revenue

Reduce operational costs

Reduce risk & improve security

Align with core operations

Reduce system complexity

Standardize business processes

Enable greater flexibility

- Bain & Company

A customer is 4 times more likely to defect to a competitor if the problem is service-related rather than price-or product-related.

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• Solution or product lead• RFP process• RFP response• Vendor selection

Seller initiated sales process

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• Business challenge lead• Requirements validation• Customer priorities focus• Clear business goals

Customer initiated sales process

- CEB

Buyers are 57% through the purchase process before they contact a sales rep.

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Lifecycle driven sales process

Engage

Gather & Analyze

Build & Validate

Present & Gain

Implement & Evolve

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• Opportunities & Solutions• Program & Project Planning• Portfolio Management

Business Architectur

e

• Data Requirements• Application Support• Domain Management

Systems Architectur

e

• Network Infrastructure Planning• Change Management• Future Capabilities

Technology Architectur

e

Align to an enterprise framework

Requirements Management

The Open Group Architectural Framework

@CiscoImpact

Let us know what you think!

customersuccesstalk@external.cisco.com

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Commit to provide VALUE for your customers. Learn more about how to gain insights into the customer experience and accelerate time-to-value that secures the future of your business.

Driving VALUE to Realize SuccessFebruary 28, 2017

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Customers who fail to quickly see value in what they purchased are less likely to renew their contract. Find out how to minimize the chance of churn by accelerating time-to-value for Cisco Collaboration solutions.

Prioritizing Product Usage for CollaborationMarch 14, 2017

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