Creating a Customer Value Exchange Leveraging Smart Net Total Care & Implementing Best Practices

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Creating a Customer Value Exchange Leveraging Smart Net Total Care & Implementing Best Practices

Guest Presenter: Matt RichardsonPartner SMART Practice ManagerCisco Systems, Inc.

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What is a Value Exchange?

Transaction between people where each receive value out of the exchange. Involves some combination of information, affirming

relationship and solving business challenges.

Increase customer interaction opportunities

Establish a predictable cadence for updates

Less formality

Targeted stakeholder

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Use Smart Net Total Care tools to capture key data for a Value Exchange

Track progress towards achieving their business outcomes

Efficiently and effectively increase exchange of information

Value Exchange Objectives

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Quarterly Business Review Model Value Exchange Model

• Periodic QBRs with stakeholders

• Formal presentation of activities and deliverables in the last 90-day plan

• Typically one-directional conversation

• More frequent updates with stakeholder

• Shorter, less formal updates on progress and results achieved

• Joint and collaborative exchange

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Review Frequency

How often do you currently meet with customers to review their Cisco Install Base?

Quarterly

Annually

Never

Monthly

Weekly

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How are we changing the conversation?

With a business outcome-based dialogue to create a plan

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Value Exchange Example

“Use regular business reviews (with your higher touch customers) as a way to track progress to the objectives and targets you’ve jointly defined. If your customers understand that you have a

vested stake in their success and you share that common objective, they’ll be willing to engage with you on a regular

basis to collaborate on how they can get there.

– Nello Franco, SVP Customer Success, Talend

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Data PresentedWhat types of install base information do you review with your customers?

Install Base Reconciliation

Contracts

Product Lifecycle

Solution Planning

Asset Tracking

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Value Exchange Components

Business Outcomes

Key Points Highlights Actionable Insights

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Engage customers. Show why they matter.

Grow Revenue

Optimize Expenses

Improve Cash Flow

Maximize Asset Use Manage Risk

!$

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Key Points

Install Base Coverage

Lifecycle Management

Alerts Management

Threat Awareness/Security

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Highlights

Alert Based Impacts

Lifecycle Based Impacts

Contract Coverage Based Impacts

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Actionable Insights - Smart Net Total Care MACRO

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Actionable Insights - Vulnerability Alerts

Use Product Alerts Report Use the Intellishield, Field Notice, PSIRT tabs Target the core devices from the customer’s viewpoint

Impacts: Nexus 7K, 5K,

4K

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Actionable Insights - Vulnerability Alerts

IOS versions: Where the network is running multiple versions by product family or asset type

IOS vulnerabilities that may require a patch or upgrade Large batch impacts such as OpenSSL or Protocol

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Actionable Insights - Lifecycle Management

Use Product Alerts Report Use the Hardware Alerts and Software Alerts tabs

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Actionable Insights - Contract Management

Use Contract Management Report Expiring Coverage and other Uncovered views –

keep the message clear

Uncovered core network devices with Lifecycle in mind Soon to expire service - yours or a competitor Coverage anomalies by technology (SLA, uncovered vs covered) Uncovered but at $, modules and cards which can be missed in

quote Contract clean-up opportunities (consolidation, site consistency)

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Actionable Insights - Install Base Coverage

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Actionable Insights - Covered Product Family

Uncovered by technology inconsistency (% of total): 7 7200 (47%), 8 WAAS (21%), 18 C6000 (56%)

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Keys to a Successful Value Exchange

Timely Interactions

Customer Outcomes

CollaborativeApproach

Actionable Analytics

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• Improve cash flow with peak network performanceLocate Uncovered Devices

• Improve asset use and optimize expensesIdentify LDOS/EOL Equipment

• Maintain network security and minimize exposure to riskIncrease Network Security

• Maximize asset use and ensure industry complianceMaintain Industry Compliance

• Safeguard network security and reduce riskThreat Awareness

Smart Net Total Care Smart Plays

NEW

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Learn more about how to build a first-class Smart Net Total Care adoption team.

Design a Winning Customer Adoption StrategyMay 31, 2016

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Discover who the players are on your adoption team and what makes them critical to your future success.

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