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Prioritizing Product Usage for Collaboration Today’s Host: Nichole Lemieux Partner Experience Architect Global Virtual Sales & Customer Success Cisco Systems, Inc.
| Date post: | 05-Apr-2017 |
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Prioritizing Product Usage for Collaboration
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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Prioritizing Product Usage for Collaboration
Guest Presenter: Teresa Luis Global Enablement ManagerCisco Systems, Inc.
Coming together is a beginning. Keeping together is progress. Working together is success.
- Henry Ford
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Buyer journey
A journey to successful adoption
DecisionConsiderationAwareness
Use Install ReceiveExpand and renew User journey
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Setting customers up for success
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Complexity Value
$Agility Operations
Driving an outcome-focused conversation
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Simplify the customer’s approach to solving communication challenges.
How do I consolidate my collaboration technology
budget?
How do I use the new solutions effectively to communicate with my
colleagues and customers?
Quicker response to change
Access to broad set of applications in ELA
Financial flexibility
Open procurement options Minimize service
disruptionLicense transferability
across physical, virtual & cloud infrastructure
Ease of useConnectivity and
plugins available for the technology
Increase agility
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Enable customers to easily support continued growth.
How do I effectively manage the procurement process for
my growing employee base?
How do you we train new employees and get access to new features and benefits?
Reduce complexity
Eliminate multiple purchase cyclesMove from single to
three or five year contract terms
Improve productivity &
business outcomes
Standardized offers across all
Collaboration product suites
Reduce operational overhead
Create a stress-free renewals process Consolidate
individual contracts
Blanket coverage for software support across enterprise
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Help customers quickly see value in their investment.
How to achieve a positive ROI quickly? How do I accelerate use of
features and capabilities?
Deliver value
Access to the portfolio across Collaboration
suites
20% growth included
Annual true-forward
No retroactive charges
Deliver a truly connected workspace
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Support easy monitoring and license management.
How do I easily manage licenses across my entire
organization? How do I get easy access to licenses for my team?
Self-service license fulfillment
Faster rollouts
Real-time view of entitlement and
consumptionReduce guesswork, delays and audits
Expiring licensing alerts
Minimize disruption with proactive
renewals
Streamline operations
If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.
- Henry Ford
Business outcomes are achieved through consistent, process-driven engagements in which listening to customers is critical.
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Adoption unlocks opportunities
Professional
Managed
Advisory
Training
Architecture and design
Product strategy
Integration
Migration
Optimization
Product support Hosted services Managed services
Validate…to ensure promises made during the sales process are attainable and create a plan to achieve the customer goals.
Align with internal account teams
Identify customer stakeholders
Confirm customer goals and objectives
Verify product capabilities match customer expectations
Develop performance metrics and goals
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Enable awareness…to make sure your customers have everything they need to see value in their technology purchase.
Confirm digital journey has started
Educate users on product capabilities and features
Connect key features to customer outcomes
Align messaging to key buyer and user groups
Leverage the learning…to see if your customers are getting what they need to be successful and identify areas in which your solution could provide additional benefits.
Provide training targeted to buyer and user groups
Assess training efforts for effectiveness
Communicate processes that could benefit from adoption of the solution
Identify and address adoption barriers
Track utilization…to confirm customers are using the technology and maximizing the business benefits.
Follow customer health metrics for product usage and adoption challenges
Track alignment between customer objectives and product use
Monitor achievement of key performance indicators (KPIs)
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Embed…processes to become essential in the continued success of your customer’s business.
Identify solutions that deliver increased business value
Promote integrating solutions in business processes
Showcase value with regular business reviews
Ensure the technology is delivering with optimal performance
A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.
- Henry Ford
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Help customers solve new challenges by offering additional services in the product suite. Discover ways to identify and address key business objectives that could be achieved with Cisco Collaboration solutions.
Capturing Growth Opportunities for CollaborationMarch 28, 2017
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Delivering value to your customers is about making sure they know how to effectively use the technology. See how to create long-term relationships by delivering on the promise of value for Cisco Security solutions.
Creating Value with Security SolutionsApril 11, 2017
