1Global Partner Summit 2017: Competing to Win

February 14 – 17 | Napa, California

Global Partner Summit 2017: Competing to Win

Customer Success

Ashley Haynes-GasparVice President and General Manager, Global SupportGE Digital

Customer Success

Transformation & Evolution

Highly Adaptive

The structure of the wing is what provides the color

Wings change colors when exposed to gases + heat

Guidelines to make the most out of the day

Driving transformation, giving you the ability to adapt to what customers need, when they need it

Customers are at varying stages of evolution, with different needs

• You have an interested customer, but they are skeptical. Is this industrial internet real and what can it do for me?

• You are having a hard time unlocking a PO because your customers don’t know how to get started.I am all in, I get the vision, but where to start?

• You’re close to closing a deal, but aren’t confident the customer will realize the value fast enough.Will my relationship with my customer be at risk? Is my share of wallet at risk?

Customer Success is THE outcome delivery engine

80%Greater

outcome attainment

85%Greater

expansion + renewal

Land + Expand + Renew accounts 1

Spans Onboarding, Implementation, Managed, Education, Support Services 2

Shortens the Sales cycle + is the profitability engine for GE3

6 Offerings Scalable to Meet Your Customer Where They Are

Digital Transformation

Blueprint

Professional Services

Education Services

Support Services

Engagement Services

Outcome Services

Managed Services

Digital Transformation Blueprint

Advisory offering helps customers build their roadmap to digital transformation. Provides deep scoping, multigenerational outcome realization plan and business case for transformation

“We need help setting our destination”

800K Increase in license deal

1MM Increase in

services deal

85% conversion

rate

3-5x↑ in Sales

Size

30%↓ in Sales

Cycle

8 month deal acceleration

115% ROI in 12 months

Professional Services

Variety of offerings including end-to-end implementation, point expertise in areas like program management, data science & cyber services

30%↑ outcome

driven services

5%↑ in L2 Services

“We need help getting there”

Start with outcome in mind, inclusive of knowledge and change management

Measure velocity to outcome as a key metric, minimizing custom deployments that add risk and complexity

Deploy steering committee for large scale projects, with issues surfaced in real time and jointly solved with partners

• Deliver reference architectures for repeatable implementations

• Program management offers vertical or offering expertise

• Advisory offerings provide customer landscape

• Access new markets / customers• Implementation execution• App development

How you help us

Professional Services

How we help you

Support“We need help!"

92% Customer

satisfaction

94% Renewal rate by $

20x Service

customer interaction

vs salesProvide personalized, proactive platform and application support to customers when, where and how they want it.

Resolve and respond quickly.

Offer differentiated, delightful, premier support services with the right value props and outcome delivery.

Guide customers to discover functionality that drives increased satisfaction, adoption, + outcome realization

Outcome Services Launch

A portfolio of adoption services & support that accelerates outcomes and drives migration to Predix

Outcome Services

Build contemporary, differentiated, delightful, premier Success products that drive growth, renewals + margin

Req

uire

men

tsG

oals

Three tiers aligned to customer value propositions that include Support, Adoption, Education and Managed Services offerings

• Industry/competitive benchmark

• Must increase value add

• Must work for on-prem and SaaScustomers

• Accelerate customer outcomes

• Drive Predix migration

• Increase attach rate

• Create a success portfolio

Support / Outcome Service Bundles

• Commitment to creating a frictionless and delightful Support experience for our customers

• Simplified portfolio of Outcome Services (Support, Education, Adoption Services, Managed Services)

• Deep domain expertise for fast response and resolution capability

• Partner with customers to drive high renewal rates, migration, adoption, annual recurring revenue

• Upsell Premier and Enterprise Outcome Services … understand Outcome Services portfolio and GTM

• Provide continuous voice of customer

How we help you How you help us