Every EBR You Take: How to Execute Flawless Executive Business Reviews

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Meryl Bryant
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1 Every EBR You Take: How to Execute Flawless Executive Business Reviews Ariela Belzer F5 Networks Adrian Beck Tanium

2 TANIUM AND ME Tanium. See Everything. Do Anything Endpoint Communications Platform 1 server. Millions of endpoints 700 employees. 400 customers Security Hygiene Detection & Response Asset Visibility Product Modules Core Platform Operations Management Adrian Beck Director, Customer Success = 1.5 years = 3.5 years = 1.5 years = 8.5 years Always customer facing Always consultative Currently building Customer Success at Tanium

EXECUTIVE BUSINESS REVIEWS AT TANIUM Fundamental to Customer Success at Tanium Perfect for Tanium s customer base and our Customer Success model Tanium is a unifying force!

3 EXECUTIVE BUSINESS REVIEWS AT TANIUM Fundamental to Customer Success at Tanium Perfect for Tanium s customer base and our Customer Success model Tanium is a unifying force! Cross-technology Cross-organisation Designed, built, not yet operationalised Internal selling Enabling Sales and TAM.whilst we hire CSMs Simplest form: Progress to Date Current Activities Road Ahead Past Present Future

EBRs IN THE CUSTOMER JOURNEY Lead Gen Sales Deployment 1. Customer Lead 2. Sales Process (to be refined) 3. Pre- Deployment Planning 4. Server Installation 5. Agent Deployment & Discovery 6.

4 EBRs IN THE CUSTOMER JOURNEY Lead Gen Sales Deployment 1. Customer Lead 2. Sales Process (to be refined) 3. Pre- Deployment Planning 4. Server Installation 5. Agent Deployment & Discovery 6. Platform Optimisation & Tuning 7. Training & On Boarding Success Attribute Success Attributes Advocacy In Service 18. Customer Advocacy (Reference Selling) 17. Active User Participation 16. Product Feedback & Innovation 15. Renewals & Growth Strategy 14. Executive Business Reviews 13. Use Cases & ROI 12. Integration 11. Relationship Building & Meeting Cadence 10. Health Tracking 9. Support and Improvement 8. Execute Operating Model & Engagement Plan Success Attributes Success Attributes

5 EBRs IN THE (IMMINENT) CSM RESPONSIBILITY Activity / Attention on Customer Proactive Reactive Full Use Cases Return on Investment Engagement Plan Executive Business Reviews Use Cases (Continued) Operating Model Integration (Process / Business) Health Tracking Return on Investment (Continued) Engagement Plan (Continued) Improvement Plans TAM Sales CSM Lead Sales Deployment In Service Advocacy

6 EBR EXECUTION Format Customer Feedback Re-cap since last EBR Metrics and Goals Use Cases ROI Tanium Roadmap Platform Maintenance, Performance and Architecture Summary / Next Steps EBR Resources Site Why, Context, Structure, Preparation, Examples Optional but Good Key Initiatives / Projects Customer Benchmarking

7 OUTCOMES Value Relationships Knowledge Efficiencies Costs eliminated Risks removed Cross functional Senior to day-to-day Open and honest Discovery Futures and roadmap Goals Enhanced Use Cases Strategic Understanding Heightened Activity Follow Up Sessions Training and Enablement Planning Increased Satisfaction and Value

8 EXECUTIVE BUSINESS REVIEWS: SUMMARY EBRs are (let s not forget) optional EBRs are the cornerstone value articulation EBRs are a catalyst for activity EBRs are a break from the norm EBRs are a decision forum EBRs are an education opportunity EBRs are a relationship building event EBRs are career enhancing EBRs are perfect for high touch models Current Challenges Not enough CSMs! EBR fatigue? Refining and honing

9 F5 NETWORKS - Based in Seattle USA, established in 1996, public in 1999, offices worldwide. - Over 50% market share in Application Delivery Controller market. - F5 is deployed in 49 of the Fortune 50 companies - F5 Mission is to deliver the most secure, fast, and reliable applications to anyone anywhere, at anytime. - Revenue US$2 billion, 4,300 employees - F5 Silverline: cloud based F5 application services

F5 CUSTOMER ENGAGEMENT TEAM The Customer Engagement Team ensures our customers

Segmen t Value Strateg y Tier 1 Strategic (20% of customer base ARR> Xk) High Touch

10 F5 CUSTOMER ENGAGEMENT TEAM The Customer Engagement Team ensures our customers successfully on-board, adopt, and maintain Silverline solutions and continue to renew their licenses year-over-year. Our mission is to build proven value for both customer and company. Segmen t Value Strateg y Tier 1 Strategic (20% of customer base ARR> Xk) High Touch Segmentation Tier 2 Mid Size (30% of customer base Yk <ARR<Xk) Med Touch CEM interaction Tier 3 SMB (50% of customer base ARR<Yk) Low Touch Account health

11 F5 EBR GUIDELINES - Available to selected Tier 1 customers - Delivered remotely - Security SaaS subscription challenge - how to demonstrate value - Prepared, led and presented by the Customer Engagement Manager with the participation of major stakeholders degree strategic account view

12 EBR SUGGESTED AGENDA Introduction & Overview Operational Update Business insights Open issues & next steps Feedback

13 EBR EXECUTIVE SUMMARY SLIDE What story do you want to tell? What are the key points? Are you showing value?

14 EBR SERVICE REQUEST VIEW What are the KPI s? What are the important trends? Are there areas for improvement?

15 What can possibly go wrong?

16 SOME EBR S CHALLENGES YOU MIGHT FACE - Executive level does not join the call - Customer wants the deck but doesn t want a formal call - Customer wants you to add many customized slides - You get the first session scheduled but struggle to schedule the next one - A low tier customer asks you for an EBR

17 THANK YOU

(I Can t Get No) Segmentation: How to Build a Coverage Model for Maximum ROI. Kate Forgione CustomerSuccessNetwork.o rg

(I Can t Get No) Segmentation: How to Build a Coverage Model for Maximum ROI Kate Forgione CustomerSuccessNetwork.o rg Among the most critical decisions a customer success leader must make, your segmentation