The Connected Customer Engagement Lifecycle

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1 The Connected Customer Engagement Lifecycle Chris Bates VP of Global Customer Success Clarizen Copyright 2015 All rights reserved v

2 Work in the Past Copyright 2015 All rights reserved v

3 Work Today Faster and Real-time Distributed and Mobile Flatter and Social Copyright 2015 All rights reserved Generation Y is Joining Global and 24/7 v

4 And even more so in Professional Services What we ll discuss today: The Professional Services mandate What problems are we trying to solve? How do we get there? Copyright 2015 All rights reserved Copyright 2015 All rights reserved

5 The Professional Services Mandate Copyright 2015 All rights reserved v

6 The Professional Services mandate Manage service delivery & post-sale engagement Maximize customer satisfaction Generate repeat and expansion business Copyright 2015 All rights reserved

7 What problems are we focused on solving? Copyright 2015 All rights reserved v

8 THE PROBLEM: Disconnected Islands Across Services Delivery SALES FINANCE CUSTOMER DELIVERY Copyright 2015 All rights reserved 8

9 THE PROBLEM: Disconnected Islands Across Services Delivery No clean handoff SALES Wrongly set expectations Frustration Duplicated effort Slow time to revenue recognition FINANCE Inefficiencies drag on profitability CUSTOMER Miscommunication risks Inefficient resource DELIVERY allocation Lack of accurate visibility Copyright 2015 All rights reserved 9

10 How do we solve these challenges? Copyright 2015 All rights reserved v

11 Accelerate the speed of doing business by enabling A 360 degree view of the customer Get Better Visibility CUSTOMER Quicker to Innovate Faster Sense and Respond Copyright 2015 All rights reserved 11 11

12 Connecting your Technology and Processes to manage the full customer lifecycle SALES FINANCE CUSTOMER DELIVERY Copyright 2015 All rights reserved 12

13 Connecting your Technology and Processes to manage the full customer lifecycle SALES FINANCE Other ERP Systems CUSTOMER DELIVERY Copyright 2015 All rights reserved 13

14 Benefits of a Connected Customer Engagement Lifecycle INCREASE ACCOUNTABILITY FASTER SENSE AND RESPOND IMPROVED ALIGNMENT WITH CUSTOMERS BETTER PRODUCT MARKET FIT OPERATIONAL AND FINANCIAL BENEFITS Copyright 2015 All rights reserved 14

15 The Connected Customer Engagement Lifecycle: Real-World Examples Copyright 2015 All rights reserved v

16 Copyright 2015 All rights reserved v

17 CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES Marketo Overview USE CASE: PROFESSIONAL SERVICES Leader in cloud-based marketing software >3,000 customers in 36 countries >190 ecosystem partners >40,000 Marketing Nation community members >600 employees in U.S., Europe, Australia, Japan, Israel (MKTO) Copyright 2015 All rights reserved 17

18 CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES Marketo Overview Professional Services Challenges Lack of visibility Poor project control Lack of collaboration on projects Lack of integration with Sales Low PSA adoption Difficult to scale with business Copyright 2015 All rights reserved 18

19 CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES Overview SALES SALES PAYMEN PAYMENT T CUSTOMER DELIVERY DELIVERY Copyright 2015 All rights reserved 19

20 CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES Overview CONSOLIDATED REPORTS SALES SALES PAYMEN PAYMENT T CUSTOMER DELIVERY DELIVERY Copyright 2015 All rights reserved 20

21 CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES Marketo Overview Solution + Business Impact Enterprise Work Collaboration Delivered: successful new deployments projects Visibility across Customer Success & Sales High PSA adoption Strong CRM integration Project control & flexibility Collaborative, distributed virtual teams 21 Copyright 2015 All rights reserved

22 Copyright 2015 All rights reserved v

23 CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES Webtrends Overview USE CASE: PROFESSIONAL SERVICES Pioneer of the web analytics industry 20 years ago Today customers globally Emphasis on cross-channel data-driven marketing solutions for mid to large enterprises Leveraging a data-driven foundation to help marketers optimize the customer experience Copyright 2015 All rights reserved 23

24 CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES Webtrends Overview Challenges Manual project creation Consulting teams could only enter time and were unable to manage other aspects of the projects All communication was tracked in only Limited and very manual reporting Copyright 2015 All rights reserved 24

25 CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES Webtrends Overview SALES SALES PAYMEN FINANCE T CUSTOMER DELIVERY DELIVERY Copyright 2015 All rights reserved 25

26 CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES Webtrends Overview CONSOLIDATED REPORTS SALES SALES PAYMEN FINANCE T CUSTOMER DELIVERY DELIVERY Copyright 2015 All rights reserved 26

27 CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES Webtrends Overview Solution + Business Impact MANAGE PROJECTS WITH MANAGE PROJECTS THAT CONTAIN WEEKLY ROBUST CUSTOMER REPORTING 1 SINGLE SOURCE TASKS OF TRUTH 12,000 50,000 TIMESHEET LINES OF DATA PER QTR Single source of information and truth in real-time Improved alignment with customers and focus on Customer Success Dramatic improvement in clarity within Finance Workflow and alerts features drive increased project accountability Shift from reactive to proactive change in culture Reduced overhead = improved efficiency Copyright 2015 All rights reserved 27

28 Copyright 2015 All rights reserved v

29 CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES Future State Overview USE CASE: PROFESSIONAL SERVICES Consulting Services and Solutions 30-year history of change management, documentation and training Drive operational transformation with large, Fortune 500 companies o Use-cases include clinical trial management systems, ERPs, M&As Copyright 2015 All rights reserved 29

30 CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES Future State Overview Challenges Incomplete collaboration and disconnected workflow Slow, disconnected reporting systems Lack of visibility into project status and lack of reporting Copyright 2015 All rights reserved 30

31 CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES Future State Overview Solution + Business Impact Enterprise Work Collaboration Delivered: Real-time communications and collaboration with clients Accelerated workflow and project completion with reduced project inefficiency Working out loud 23% increase in gross margin 10% decrease in hour process time Copyright 2015 All rights reserved 31

32 CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES Future State Overview Executive Reporting Proposal Baseline, Net Income and Project Health Copyright 2015 All rights reserved 32

33 What we ve learned from these leaders Keep the focus on the customer Recognize that the world is changing Break through the barriers to the Professional Services Mandate Enable a seamless technology connection across the customer lifecycle Copyright 2015 All rights reserved Copyright 2015 All rights reserved

34 Thank You Chris Bates Copyright 2015 All rights reserved Copyright 2015 All rights reserved

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