Behind the Music: Red Hat Customer Success

Transcription

1 CLICK TO EDIT MASTER TITLE STYLE Behind the Music: Red Hat Customer Success PAUL BATKOWSKI STEFANIE ROGERS Senior Customer Success Manager Director, Customer Success Red Hat Red Hat #Pulse2017

2 CLICK TO EDIT MASTER TITLE STYLE Introducing TSIA s Customer Success Power Index (CSPI) TSIA... Measures your organization s effectiveness and economic impact Helps you understand your strengths, weaknesses, and opportunities for growth Provides a highly analytical roadmap on where you can improve and the resources needed to get there Economic Impact Rating Effectiveness Rating Take your benchmarking to the next level with our unbiased, data driven scoring methodology. 2

3 CLICK TO EDIT MASTER TITLE STYLE Behind the Music: Red Hat Customer Success PAUL BATKOWSKI STEFANIE ROGERS Senior Customer Success Manager Director, Customer Success Red Hat Red Hat #Pulse2017

4 WHO IS RED HAT The world's leading developer & supplier of open source software for enterprise IT MORE THAN 90% of the FORTUNE 500 use RED HAT PRODUCTS & SOLUTIONS. * ~10,000 EMPLOYEES 85 WORLDWIDE OFFICES 35 S&P 500 COMPANY NYSE: RHT COUNTRIES AWARD-WINNING SOLUTIONS MIDDLEWARE VIRTUALIZATION CLOUD OPERATING SYSTEM STORAGE

5 89% of companies believe that customer experience will be the primary basis for competition by 2016 vs. 36% four years ago. -Gartner s Top 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving 'Big Change

6 CUSTOMER SUCCESS STRATEGY - OUR JOURNEY Relationship Building Renewal Revenue Minimize churn by driving engagement Predict & protect subscription renewals Drive Red Hat growth Deliver greater business value Increase customer loyalty Increase customer product adoption

7 CUSTOMER ENGAGEMENT METHODOLOGY BUILDING THE RAPPORT GET TO KNOW YOUR CUSTOMER CREATING A SUCCESS PLAN MEETING CUSTOMER S NEEDS SEAMLESS RENEWAL / FEEDBACK LOOP Engage with the customer during onboarding Observe customer behavior Set the customer journey, offer personalized content Offer related content, up-sell products & services of interest Analyze & measure success, adjust strategies as needed

8 IMPACT ON RED HAT Higher renewal rates than FY17 projections CSM accounts saw a +27% increase in engagement with subscription resources 86% of Standard Touch accounts were highly engaged with their subscription When and how are we going to scale Customer Success to more accounts? RED HAT SALES LEADERSHIP 105+ Global CSMs proving the ROI of active relationship management

9 CHALLENGES MANAGING EXPANSION IN SCALE & SCOPE SIMULTANEOUSLY GETTING BUY-IN FROM SALES TRANSITIONING FROM A PRIOR MODEL OF WORKING WITH CUSTOMERS MEASURING THE RESULTS

10 BEST PRACTICES GET AN INTERNAL EXECUTIVE SPONSOR THINK ENTERPRISEWIDE MAKE A LONG TERM COMMITMENT START WITH FRIENDLY ACCOUNTS RUN A SMALL PILOT HAVE A DEDICATED PROGRAM TEAM DON T FEAR MISTAKES - JUST KEEP SWIMMING!

11 CUSTOMER SUCCESS IN ACTION PRODUCT ROLLOUT WITH A FORTUNE 500 COMPANY STEFANIE ROGERS Senior Customer Success Manager STEFANIE ENSURED A SUCCESSFUL ROLLOUT BY: Orchestrating a unified Red Hat front Keeping communication between internal teams flowing Making sure Technical Account Managers were engaged Keeping the customer in the loop throughout the entire process

12 THANK YOU CONNECT WITH US: plus.google.com/+redhatsupport facebook.com/redhatsupport linkedin.com/company/red-hat twitter.com/redhatsupport youtube.com/user/redhatvideos #Pulse2017