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