Presented by Deepak Sharma, Customer Transformation Leader, at Deloitte Consulting, and Heather Peck, Global Services Chief of Staff and Transformation Lead at Hitachi. Shared at Customer Success Summit 2018. Learn how Customer Success drives seamless coordination across Hitachi Vantara’s Services capabilities to deliver a unified set of outcomes, and maximizes the value delivered to customers.

1. Building the
Customer Centricity Engine
Customer Success
in IoT/XaaS

2. Heather Peck
Global Services Chief of Staff and
Transformation Lead at Hitachi
Vantara
Deepak Sharma
Customer Transformation Leader for
High Tech, Deloitte Consulting LLP

3. Aha Moments
Business Model Shifts
Customer Success Vision
Customer Surround Model
Design Points for
Customer Success

4. To whom can
I sell it?
I have a
PRODUCT
How can I
maximize the
value they get
from my
offering?
I have a
CUSTOMER
Business Model Shift
Business Model Shifts

5. Shifting to XaaS/IoT requires a new customer engagement model
I have a customer:
How can I maximize the value
they get from my offering?
Customer Surround Model
Dynamic
Customer
Engagement
Software
platform-based
Continuous, always-on,
relationship-based
Remote provisioning
and delivery
Customer Success/
Usage management
Usage-based
contracting & ordering
Recurring
payment/revenue

6. Customer Success drives
seamless coordination
across Hitachi Vantara’s
Services capabilities to deliver
a unified set of outcomes,
and maximizes the
value delivered to
customers
Customer Success Vision
Customer Success vision aligned with the business model shifts

7. We seamlessly integrate human and digital touchpoints
• Contextualized and personalized
• Data and usage-driven
• Real time and simple
DIGITAL
• Orchestrator of ecosystem
• Consultative (help vs. sell)
• Co-creator to maximize value
HUMAN
Customer Surround Model

8. Customer Success function is a critical enabler of our customer
surround model
HUMAN
DIGITAL
Industry/Solutions Expert
Adopt
CUSTOMER
Customer Success Manager to
help customers realize
value of their purchased products/
services
Account Manager
Automated
Support
Solutions Consultant
Solutions Architect
Customer Portal
Digital Lab
Experiences
Customer Apps
Gamified Digital
Trainings
Digital Self Service
Data Scientists/UX
Company Website
offering
Customer Surround Model

9. We defined Customer Success design points across value chain
Develop Market Sell Fulfill Deliver Capture Adopt Retain Expand
Advocate for customer preferences and
needs in product/offering development
Drive development of value realization plans to outline
how customers can maximize their value
Proactively monitor account health to
manage the customer experience
Capture and consolidate insights on customer usage
to inform adoption and account health monitoring
Proactively identify opportunities to provide
further customer value through expansion
Support the retention and expansion process through tight
coordination with Sales and Renewals
Design Points for
Customer Success

10. The Customer Success Scorecard drives enterprise-
wide consistency
BUSINESS VALUE
Is the customer realizing business value?
EXPERIENCE VALUE
Is the customer experience effortless and positive?
PERFORMANCE VALUE
Are the products performing?
Faster time-to-value
Predictive indicators enable
immediate course-correction
Swarms, feedback loops and Customer
Success roles drive proactive issue resolution
Outside in
Inside out
Customer Success
Increasing Revenue Increasing Tenure Lowering Costs Increasing Advocacy
Business
Outcomes
Hitachi Success
Deloitte’s CS Measurement Framework
Design Points for
Customer Success

11. We have developed the Hitachi Customer Success Scorecard
• % Likelihood to Renew
• Renewal Quote Timeliness
• Duration of Contract
• Up-Sell / Cross-Sell Potential
• Total # of SRs
• # Customer-Initiated SRs
• CSAT (Customer Satisfaction)
• Avg. Booking Time
• Escalation %
Customer Experience (CX) Score
• Timeliness of Implementation
• Adoption
• Utilization (Capacity,
Performance, License Usage)
Adoption and Usage Score Business Value Score
72% 95%68%
Customer Objectives and Expected Outcomes
Documented objectives and outcomes across
engagements
…
Qualitative Relationship Feedback
Qualitative relationship satisfaction insights from
QBRs, reviews, etc.
…
Customer Value Realization Plan Tracking
Milestones achieved in value realization plan …
Primary Customer Issues
Issues escalated or qualitatively collected from
reviews
…
82%Overall Account
Health Score
Account Summary
Program Annual Revenue
1. MS Lite $ XXX
2. SDC Early Adopter Pilot $ XXX
ILLUSTRATIVE
Client Name
Hitachi Account Team
Role Name
Account Manager Joe Smith
Solution Architect Andrea Lee
Last QBR - August 2017
Score Updated – February 2018REFERENCE ACCOUNT
Design Points for Customer
Success

12. The Aha moments along the way
Aha Moments in the Journey
Involve
functions
early
Talk to
peers
Know the
north star
Mind &
skill shift
Be clear on
purpose

13. The journey is exciting. Embrace it. Have fun!

14. Thank you!

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Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and
each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to
one or more of the US member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be
available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms.
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