2015 Gainsight. All Rights Reserved. The IoT Future: How Customer Success Drives Change at Infrastructure Companies

Transcription

1 The IoT Future: How Customer Success Drives Change at Infrastructure Companies

2 Panel Introduction Tania Goldszmidt GE Power Digital

3 Panel Introduction Tania Goldszmidt GE Power Digital

4 Panel Introduction Joanne Delangie Peak 10

5 Panel Introduction Joanne Delangie Peak 10

6 Panel Introduction Peter Liang Nutanix

7 Panel Introduction Peter Liang Nutanix

8 Welcome Your Panelists! Tania Goldszmidt GE Power Digital Joanne Delangie Peak 10 Peter Liang Nutanix

9 We ll Discuss 5 Topics in 3 Customer Stories Customer Success in the Infrastructure industry Trends in IoT influencing the Infrastructure industry How CS teams are responding to these IoT trends Measuring the success of CS teams in Infrastructure CS advice to companies in the Infrastructure space

10 Peak 10

11 Customer Success Drivers in Infrastructure as a Service The evolution of services from colocation to cloud and managed services required an evolution of customer interaction and setting expectations to transition from reactive to proactive outreach Business Evolution Data Center Colocation Services Cloud Service Managed Services Predictive Analytics Model At Risk List Customer Rankings by KPIs Proactive Outreach Customer Research Churn correlation with: New services Lack of engagement Inconsistent processes Customer Success Team Launched CSM Team 2015

12 IoT Trend in IT Infrastructure - Evolution Continues New Services - New SLAs Increased Data Scalability Analytics Tools Data at Rest vs. Data in Motion How it affects CSM Self Service Self Monitoring - Removing human intervention - Remote Monitoring Analysts predict by 2020 there will be more than 5.5 billion machine to machine connections

13 Customer Success in IT Infrastructure Operational Changes CJ - Setting Expectations Customer Segment Automation <$3K MRR Segment Focus on Target Accounts Tech in 10 Education Series

14 Customer Success Achievement Net Promoter Score (NPS) Increased to 67.4 Retention and Churn Results 26% Reduction in Churn YoY 94% Customer Retention Rate The highest ever in the company s history of tracking this metric and a clear indicator of its strong focus on the customer experience

15 Building a Customer Success Team 1. Identify Risk Factors for Churn Pricing Support Tickets Contract Status Seasonal Factors 2. Define the Customer Journey Set Expectations

16 Building a Customer Success Team 3. Create Customer Health Score KPIs and CTAs Customer Engagement Support Tickets Contract Status Seasonal Factors Pricing Variance 4. Hire an AWESOME team! Positive Attitude Customer-oriented Professionalism Technical Aptitude Situational Fluency

17 Nutanix

18 Customer Success in IT Infrastructure Risk Mitigation Impact Visibility /Blast Radius Preemptive Issue Identification Infrastructure Health Check Scalability & ROI Capacity Planning Virtual Machine Density (TCO & ROI) Pay-as-you-grow Operations Management SOPs Workflow Management Deployment Project Mgmt PM the PM Multi-vendor Relationship Trusted Advisor for Eco-sys Out-of-band Comm.

19 IoT Trend in IT Infrastructure New Challenges Random I/O characteristics Multi-tenancy Mixed workloads Noisy neighbor Unique challenge in virtualized platform How it affects CSM Relationship with ancillary stakeholders (apps) Infrastructure is always to blame Mis-sized env affect CSAT

20 Evolving Role of CS at Nutanix Evolve CSM to address IoT trend Tighter alignment to stakeholder business objective Understanding of customer s journey to the Cloud Be accountable for the Eco-system Proactive infra sizing exercise Build relationship with infra team customers

21 Metrics Quantitative Qualitative Executive engagement Influence on product sales Service (TRM) renewal Customer insight Reference-ability / Marketing value

22 Building Customer Success Key building blocks People Over hire for talent, experience, passion to start Find builders Processes Templatize data collection (customer env.) Standardize Risk Mitigation processes Platform / Technology Help scale Measure team performance/compliance

23 GE Digital

24 Customer Success in Industrial Internet of Things (IIoT) Strategic partner of choice for customers to derive new value, new insights, new revenue and business models from digital assets Customer Lifecycles Multi-year contracts Product Roadmaps Co-development of solutions Change Management Changing customers profiles Coaching & partnership vs training & provisioning Leading a transformation Outcome Guarantees Delivering long term business value: Performance Productivity Reliability SMEs and Data Experts Analytics Trusting the data Power Industry Operational knowledge

25 Key IoT trends affecting the Energy Power Industry The Future of Energy is DIGITAL Digital is disrupting and transforming the electricity industry, challenging old models and creating unprecedented opportunities Combining software and data analytics with advanced hardware, new digitally-enhanced power generation delivers greater reliability, affordability and sustainability, help lower costs, improve efficiencies, protect and secure assets, create new growth and revenue opportunities and lower carbon output

26 How is GE changing to lead the Industrial Internet of Things (IIoT) New investments, New technology and New teams At GE, CEO Jeff Immelt is leading our own digital-industrial journey, from the way we work, to our products and solutions, to how we engage with customers With a new software portfolio and new GE businesses, we are bringing new purpose-built digital solutions that span the entire electricity value chain

27 How we define Customer Success at GE Quantitative Velocity through delivery thread Qualitative Customer outcomes delivered and expressed by the customer (ebooks)

28 Building Customer Success Know Your Customer Mind Your Delivery People It s all about partnerships "Everyone is in the Customer Success business Processes Crisply clear definition of success, yours and your customers Customer ebooks (Outcomes & Results) Purposed built offerings Platform / Technology True 360 Customer View & Delivery Thread enabling Visibility, Proactive Engagement, Scalable Ops, Alignment

29 Delivering Customer Success Know Your Customer: Offer purposed-built services for on-going success

30 Q&A