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
Where Art and Science Collide: From New Sales to Renew Sales
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
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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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