Dimension Data implemented a client success management program over three years to improve customer retention and drive new business. In phase one, they launched CSM, developed client success plans and plays, and saw improved activation rates and adoption of standard offerings. In phase two, Dimension Data is scaling the CSM practice globally, with goals of renewing accounts, expanding business, and achieving a higher success rate for key clients. So far, the CSM program involves 75 managers, covers 1,000 clients representing $500 million in annual contract value, and has doubled activation rates for managed centers.

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TOTANGO Case Study: Million Dollar Bet
Dimension Data is All In For Customer Success
Dilip Kumar | Dimension Data
Guy Nirpaz |Totango | @guynirpaz

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Introductions
Dilip Kumar
COO Service Delivery – Dimension Data
Guy Nirpaz
Founder & CEO - Totango

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Business Objectives & Strategy

4. Our CSM journey so far in building a cost
efficient account growth for support services
2016 2017 2018
• Client success management
(CSM) launched
• Client Segmentation completed
• ROI established to create cost
effective renewals and account
expansion
• Shifting responsibility of
renewals from sales to CSM
• Standardised portfolio
• Globalised delivery
• Started hiring client success managers
• Renewals sales team merged with CSM
• Operationalized client journey map
• Developed starter client success plans that
help clients with manage center adoption.
• Developed guided strategic success plays
that helps DD understand clients(KYC)
,manage center adoption and delivery
performance.
• Invested in training and piloting CSM
practice all regions
• Identified renewals clients and ACV
• Deploy 17 layers client success
plans framework
• Deploy 3 step success play
across all regions
• On boarded 75 CSM and
established targets
• Incremental performance KPIs
established with regions for
account renewal and expansion
• Established Analytics CoE

5. Moving into Phase 2.0 – CSM’s enabled to drive a cost
efficient account growth
Phase 1.0- Experimentation
Incremental KPIs • Client Health Score
• Churn Rate
Offers, business value • Redefined client journey map
• Standardized portfolio
• Globalized delivery
• Client success management (CSM) launched
Practices & Capabilities • Developed starter client success plans that
introduces clients to standard plans 4+10
plans.
• Developed guided strategic success plays
that helps DD understand clients(KYC)
,manage center adoption and delivery
performance.
Practice structure • Started hiring client success managers
• Renewals sales team merged with CSM
• CSM, Sales overlay function
Client engagement culture • Drive Adoption

6. FY18, Moving into Phase 2.0 – CSM’s enabled to drive a
cost efficient account growth
Phase 1.0- Experimentation Phase 2.0 - Driving Effectiveness
Incremental KPIs • Client Health Score
• Churn Rate
• Renewal Rate
• Expansion Rate
Offers, business value • Redefined client journey map
• Standardized portfolio
• Globalized delivery
• Client success management (CSM) launched
• Operationalized client journey
• Combination of vale proposition -
Availability of technology, lower cost of
operating technology and maximizing
ROI
Practices & Capabilities • Developed starter client success plans that
introduces clients to standard plans 4+10
plans.
• Developed guided strategic success plays
that helps DD understand clients(KYC)
,manage center adoption and delivery
performance.
• Platform driven
• Adoption framework
• Success Plans
• Success Plays
• Adoption Practice
• Expansion Practice
• Renewal Practice
Practice structure • Started hiring client success managers
• Renewals sales team merged with CSM
• CSM, Sales overlay function
• On boarded 75 CSM
• Established targets for Renewals &
Expansion bookings
Client engagement culture • Drive Adoption Drive differentiated experience and
growth in Bookings

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Implementation:
Accelerated Time To Impact

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Building Client Centric Engagement Model in Six Monthly Sprints
Goals & KPIs
▪ Client Intimacy
▪ Productivity
▪ Time to Value
▪ Client Alignment
▪ Adoption Rate
▪ Internal Advocacy
▪ CSAT / NPS
▪ SR #
▪ Escalation # / %
▪ Retention % / $
▪ Forecasting Accuracy
▪ Reduced Collections
▪ Productivity
▪ Revenue Growth
▪ Lead, Oppty Pipeline
Growth
▪ Close Rates
▪ Marketing
Engagement
Model
▪ 30-60-90 days
▪ Kickoff Prep
▪ 4+10 Right-Sizing
▪ Executive
Sponsorship
▪ Segmented
Onboarding
▪ Training
▪ Client-Level
Engagement
▪ End-User
Engagement
▪ Voice of Client
▪ Operational / Business
Reviews
▪ Escalation
Management
▪ Team Coordination
▪ Account Planning
▪ Proactive Early
Renewals
▪ Value-Based Renewal
Proposals
▪ Lead / Opportunity
Identification
▪ Client Advocacy /
Referencability
▪ Team Coordination
Product
Implementation
▪ Centralized Client
Data
▪ Integration Hub
▪ Executive
Sponsorship
SuccessPlays
▪ Onboarding
SuccessPlays
▪ Training Campaigns
▪ Client Adoption
SuccessPlays
▪ User Adoption
Campaigns
▪ Usage Metrics
▪ Segmentation &
Reporting
▪ Usage Metrics
▪ Nudge Campaigns
▪ Escalation
SuccessPlays
▪ Early Warning Alerts
▪ Zoe Data & Impact
Steps
▪ Renewal SuccessPlays
▪ Renewal Co-Term
SuccessPlays
▪ Renewal Follow-up
Campaigns
▪ Upsell SuccessPlays
▪ Upsell Follow-up
Campaigns
▪ Advocacy
SuccessPlays
▪ Zoe Impact Steps
Prepare Onboard
Share /
Learn /
Adopt
Manage
Risk
Renew
Advocate &
Grow
Financial Transformational Operational
© 2017 Totango Proprietary and Confidential

9. ResultsResultsResultsResults Results
CUSTOMER SUCCESS IS UNPROVEN
Translate the Concept to Results

10. GOALS ORIENTED
GOAL
Ensure that onboarding is on time
Accounts went live Key Accounts Success Rate Time to Onboard
16 Days
Target < 15 days
85%
Target: 90%
8

11. SuccessBLOC
sAgile Success Units

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Impact – So Far…

14. 75
CSMs
1,000
Clients
$500M
ACV
CSM will be at scale globally for FY18 (Apr-2018 to Mar-2019)
We have crossed the CSM experimentation hurdle, In FY18 we are
investing globally scale CSM practice
Activate Manage
centre
2 x
higher activation rate for
CSM clients
Adoption of
standard portfolio
1.5x
growth in standard
feature adoption
Deploy strategic
success plays
10%
of CSM clients on
strategic success plays

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