Driving towards Customer Focused Solutions

Transcription

1 CLICK TO EDIT MASTER TITLE STYLE Driving towards Customer Focused Solutions Kevin Teets Apptio Vice President Customer Success West / APAC #Pulse2017 Chris Khadan Apptio Vice President Customer Success - East

2 Apptio & Technology Business Management (TBM) Overview Our Focus Who We Help THE BUSINESS SYSTEM FOR IT LEADERS SaaS Applications built on a Powerful Platform CIO & IT Leaders Infrastructure Service Owners TECHNOLOGY BUSINESS MANAGEMENT 100% focused and Dedicated to this Category Business Relationship Managers $250B+ OF ANNUAL IT COST MANAGED IN APPTIO Across all industry verticals DevOps & Applications Owners FOUNDER AND TECHNOLOGY ADVISOR TO THE TBM COUNCIL IT Leaders IT Finance

3 An Evolution in Understanding Our Customers Understand Make Consistent Monetize Segment FY2014 FY2015 FY2016 FY2017 Apptio Dashboard ü Account Health A360 Adoption Health Customer Experience Map Customer Lifecycle Deployment Velocity Alignment of Expectations Premier Programs Monetize Adoption Verticals ð Shift to create expertise on a more focused subset of customers with common characteristics ü Sunset Active ð Incubating

4 Apptio Health Dashboard (2014) Dashboard Overview Multiple users inputing subjective responses Dashboard is an Apptio instance used as a central repository for account status Information is updated every two weeks Overall Account Status not a great predictor of adoption or renewal Used for management review to determine account health

5 An Evolution in Understanding Our Customers Understand Make Consistent Monetize Segment FY2014 FY2015 FY2016 FY2017 Apptio Dashboard ü Account Health A360 Adoption Health Customer Experience Map Customer Lifecycle Deployment Velocity Alignment of Expectations Premier Programs Monetize Adoption Verticals ð Shift to create expertise on a more focused subset of customers with common characteristics ü Sunset Active ð Incubating

6 Adoption 360 Scorecard (2015) A360 Overview Early warning system Highlights Adoption & Renewal risk 7 dimensions of measurement derived from automated and survey data Cumulative scoring scale of 0 à 100 (Terrible à Excellent)

7 A360 Dimensions and Scoring 1 Sponsor Engagement When usage data is immature, a CSM survey based approach can work very well 2 3 Roadmap Usage f A360 = 80 to 100 low adoption risk 4 Value relative to ACV 7 60 to 79 med adoption risk 5 6 TBM Admin Skills Data ' Dim n W n01 Below 60 high adoption risk 7 TBM Capabilities Operationalized

8 A360 Dimension Pivots & Drill-downs Power of Data Account inspection at every dimension Ability to focus in on particular areas of the Account portfolio Leveraging data to drive behavior changes and motivation across the business

9 Aligning Customer Success Compensation Plans to A360 PORTFOLIO STRATEGY ADOPTION PORTFOLIO VALUE MANAGER GOALS Increase portfolio s weighted A360 average Increase portfolio s value via renewal, expansion, and addon services sales Accomplish manager assigned quarterly goals 60% 20% 20% The primary role of Customer Success is to increase the adoption and usage of Apptio s products.

10 A360 Key Learnings A survey based approach can be more credible than imperfect usage data Pilot for 3-6 months as you calibrate and iterate on the weighting Inspect the team s scores deeply to drive behavior and accuracy Outcomes A360 is our source of truth for adoption CSM Field compensation plans tied to it Company goals tied to it Better renewal prediction

11 An Evolution in Understanding Our Customers Understand Make Consistent Monetize Segment FY2014 FY2015 FY2016 FY2017 Apptio Dashboard ü Account Health A360 Adoption Health Customer Experience Map Customer Lifecycle Deployment Velocity Alignment of Expectations Premier Programs Monetize Adoption Verticals ð Shift to create expertise on a more focused subset of customers with common characteristics ü Sunset Active ð Incubating

12 One Engagement Strategy To Unify A Company -- Customer Experience Map (CEM) How we sell.. How we deliver How we support How we Engage How we operationalize How we adopt How we renew How we expand Marketing Channels Support Sales CEM Professional Services Account Management Customer Success CEM Overview A company methodology that unifies our engagement with customers Acts as measurement as we progress a customer through the lifecycle How we partner Products & Engineering Makes passing the baton easier

13 Customer Experience Map (Late 2015) FROM TO

14 Gainsight Instrumentation of CEM (Late 2016) Combining A360 with CEM

15 Customer Experience Map Key Learnings Ensure every function has ownership and skin in the game it s a company map, not a CS map Keep it simple resist having more than 3 steps per phase Inspect only key moments of truth Measure velocity between moments of truth and challenge each organization to help increase Outcomes It s aligned our entire company on what good adoption looks like A ton of innovation is happening cross functionally to improve velocity and quality for key moments of truth Partners can be more successful delivering our solutions

16 An Evolution in Understanding Our Customers Understand Make Consistent Monetize Segment FY2014 FY2015 FY2016 FY2017 Apptio Dashboard ü Account Health A360 Adoption Health Customer Experience Map Customer Lifecycle Deployment Velocity Alignment of Expectations Premier Programs Monetize Adoption Verticals ð Shift to create expertise on a more focused subset of customers with common characteristics ü Sunset Active ð Incubating

17 Apptio Customer Success Services (2015) Enterprise Success Premier Support Premier Success Advisory Services Included with your subscription. A named Customer Success Manager (CSM) will be there to help kick start your TBM Journey. An add-on to your subscription. Dedicated Premier Support Team will ensure the health & stability of your environment. An add-on to your subscription. A dedicated product expert will partner with you to provide mentorship & guidance to accelerate your ability to meet your goals. Engage our TBM Experts as required. Access Apptio s top subject matter experts, our Customer Success Advisors (CSA). Individuals that are Experts in the field of TBM. They will help you accelerate achievement of your goals and objectives with a specific focus on Value Generation.

18 Premier Programs Key Learnings Design Premier programs so they count as subscription revenue Align sales compensation to Premier programs Outcomes 20% attach rate and growing Premier customers have extremely high subscription renewal rates and helps us with resourcing and high NPS scores Provided Apptio with a significant revenue upside in top line growth

19 An Evolution in Understanding Our Customers Understand Make Consistent Monetize Segment FY2014 FY2015 FY2016 FY2017 Apptio Dashboard ü Account Health A360 Adoption Health Customer Experience Map Customer Lifecycle Deployment Velocity Alignment of Expectations Premier Programs Monetize Adoption Verticals ð Shift to create expertise on a more focused subset of customers with common characteristics ü Sunset Active ð Incubating

20 Driving towards Customer Focused Solutions. Thinking Vertically Technology Pharma Other Apptio Customers Federal Financial Services Apptio Customer Verticals Manufacturing Healthcare

21 A Successful Vertical Experience should mean CUSTOMERS Faster time-to-value and maximization of return on effort and investment PRESALES Reduced conversion cycle based on vertical based demos and messaging. P&E Integrates use cases to activate technology outcomes as part of core product TBM COUNCIL / COMMUNITY Assists driving unique use cases, events, and roadmap Lifecycle SALES Maximized ACV Potential MARKETING Messaging, materials, and events that align with unique problems we re trying to solve SERVICES Standardized playbook for customizations that deliver early value with reduced required discovery cycle CUSTOMER SUCCESS Less required touch time for smaller/unpaid accounts and less saves

22 Apptio Verticals Vision and Strategy Adoption Identify factors from the verticals that helps increase adoption Understand Personas and Use cases that resonate within vertical Thought-Leadership Relevant: Connect TBM in a specific fashion by aligning to strategic objectives with industry specificity Focused: Provide Subject Matter Expertise on specific verticals to codify trends and learnings Standardize: Integrate with TBM Council Product Innovation Agile development of industry specific analytics Accelerate crowd-sourcing of features, capabilities, and content Vertical Pilots / Early Adopter Program Product Innovation Growth TBM Vertical ADOPTION Growth Develop relevant stories (wins & uses cases) Foster key relationships Build focused sub-communities Accelerate prospect conversion Thought-Leadership

23 THANK YOU #Pulse2017