Where Art and Science Collide: From New Sales to Renew Sales was one of our top sessions at Dreamforce' 13. This presentation highlights how companies can use different metrics to map and identify opportunities and reduce customer churn. It also highlights how organizations can operate differently to drive customer success

1. Where Art & Science Collide: From
New Sales to Renew Sales
Jay Ackerman, Chief Renewal Officer & EVP of Customer
Success, ServiceSource
Marc Cannon, EVP of Client Services, Bazaarvoice
Gabriel Szulik, VP of Renewal Programs, Red Hat

2. Themes we will be covering
Finding overlooked
opportunities
1
Using different
metrics
Get your entire
organization aligned
around doing things
differently

3. Who is ServiceSource?
$9 Billion
$10 Million
1999
2013
2

4. New versus renew
New
sale
20X the data
40X the
transactions
3
Renewal
sale
01010
01010101010
01010101
01001010101
01001010100
01100010100

5. Bazaarvoice Overview

6. By 2016 an estimated
52%
of total online and
offline retail sales will
be influenced by
Internet content(1)
1. Source: Forrester Research
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7. Vision:
Connect and amplify
all the voices of
the market
Mission:
Change the world
one authentic
conversation at a time

8. Makers
Sellers
Buyers

9. Red Hat Overview
November 2013

10. Company Overview
The World’s Open Source Leader

Provide reliable and high performing cloud, virtualization, storage, Linux®, and
middleware technologies

>$1.3B in annual revenue

S&P 500 company trades on NYSE under ticker RHT

Market Capitalization more than $8 Billion

Headquarters in Raleigh, NC with approximately 80 worldwide offices

Long History of Operating Profitability and Strong Cash Flows

Approximately 6,000 Employees Worldwide
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11. Open Source Drives Innovation
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12. Red Hat Portfolio
11

13. The renewals challenge
It’s a data
problem
12
It’s a timing
problem
It’s a volume
problem

14. Deconstructing renewal rates leads to
opportunity
Company A
Resolution
Rate
95%
Closure
Rate
x
93%
Conversion
Rate
90%
80%
Conversion
Rate
x
Net Renewal
Rate
Net Renewal
Rate
150%
80%
Company B
Resolution
Rate
60%
13
Closure
Rate
x
89%
x

15. Evolution of customer deployments
Lay the foundation
14
Unwind bad habits
Get strategic

16. It’s a big opportunity!
$30B
15

17. Take a hard look
at your business.
16

18. #1
Don’t let the
numbers lie to you.
17

19. #2
Question the
status quo.
18

20. #3
What could you do
with 10-20%
increase in renewal
rate?
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21. HOME
RUN!
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22. For inquiries and additional information about
ServiceSource please visit -
http://www.servicesource.com/
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