Drive higher recurring revenue using analytics and best practices for driving up-sell, cross-sell and increasing customer retention

1. How Sales VPs Boost Revenue with
Super-Charged Renewals Sales
Jim Dunham, President - Cloud and Business Intelligence
ServiceSource

2. 1

3. Sales
Customer Service
Success
Install Base Data

4. How do you think about the customer lifecycle?
MARKETING NEW CUSTOMER
CUSTOMER
CUSTOMER
ACQUISITION SUCCESS SERVICE
RENEWALS BILLING

5. DELIVER
ACQUIRE ONBOARD ADOPT
UPSELL
CROSS-SELL
RETAIN
RENEW
ADVOCACY Customer Lifecycle
Management Creates
Customers for Life

6. 5
Data People
+
Process
Technology

7. New versus renew
6
345 inquiries 1.33 renewals
01010011010
01010101010
01010101
01001010101
0001000
20X the data
40X the
transactions
1 sale 1 renewal

8. 7

9. 8
For service renewals, it’s all about
asset-level data
Theatre Business Line Territory
+ 12
NALA ABC Business Unit Strategic
Company Product License Key Support Level Begin Date Exp. Date Price Contact Name
Pfizer Inc A5000 A243210.1 Bronze 8x5 1/1/13 12/31/13 $10,500.00 Bob Greene
SFA (n) PRM SERVICE
QUOTE ORDER
ENTITLEMENT
ASSETS

10. For subscription renewals, it’s all about usage
Annual Subscription
Revenue
Usage
How do I sell value to
retain these customers?
How quickly can I reach
and possibly upsell these
customers?
Do I auto-renew these to
bring them additional
offerings?

11. 10
Data is foundational to action
>50% time
spent on admin
Lost revenue
opportunity

12. 11
Sales strategy and execution
Three Distinct Roles:
Channel, Sales, Enablement Expiration
Forecasting Proactive
Quoting +
Initial
Engagement
Run
Sales
Plays
Address
Changing
Needs
Close
120-90 days
before expiration
Tailored by
segment
Optimized
quote quality

13. 12
Customers must be nurtured prior to
renewal

14. 13
Translating data into action
Details on offers and assets for
single renewal opportunity
Immediately see past activity
and next best action

15. DELIVER
ACQUIRE ONBOARD ADOPT
UPSELL
CROSS-SELL
RETAIN
RENEW
ADVOCACY Are you creating
customers for life?

16. 15

17. 16
To learn more:
Join ServiceSource and Salesforce:
Run Best-in-Class Customer Success on Salesforce1
Wednesday, 2:30 - 3:10pm
Marriott Marquis - Foothill G1, G2
Visit us:
Booth #1232, Moscone North
Annabelle’s Bistro + Bar
Tuesday + Wednesday, 8am – 7pm
On 4th Street, across from the Marriott Marquis

18. Focus on the drivers that matter
Look at the journey from the outside-in
to create customers for life
Engage at the right time, with the
right information
Use segmentation, automation and
best practices to drive scale
Optional
conclusion
slide in
addition to
#13

19. Majority of revenue can come post-acquisition

20. Where do you start with data?
19
Market Sell Implement Finance Support Renewal
Marketing
Automation Project
SFA
Web
Mgt
Accounting
Billing
Service
Usage