Customer Success Summit: Customer Success Transforming HP Software
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Presented by Genefa Murphy from HP at Totango's Customer Success Summit. Watch her presentation here: https://vimeo.com/62457846
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Customer Success Summit: Customer Success Transforming HP Software
- 1. Customer Success Transforming HP Software Genefa Murphy, Director Product Management, Mobile, Analytics and User Experience © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 2. The state of the union – going forward High Trials & Downloads Combine & Transform Volume (via Web) Sales Rep (Direct) Low Low Customer Intimacy High 2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 3. The journey for HP Software Web Enterprise Direct/Partner Sales Automation Buy Webinars Destination CC & PO Inside Sales Downloads & Web Sales purchases Experience Communities SEM/SEO capture Top Engagement Traffic Rich & high Nurturing Engagement Automation Social Media energy Marketing Medium + Automation Trial users pages Marketing Automation Syndication + + Tele Sales (Qualification) Low Value Coach Partners Seeding Trial & infrequent Value coaches engage Events Freemium Trial users during trial to educate and help experience Trial/Freemium the product. Abandons Customer Up-sell & Cross-sell (from the service portal) Service Portal Easy Continue Engage, Identify, Coach on value, relationship Drive Experience, Call to Action, Integrate is subject to change without notice. transactions, © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein 3 demand Analyze Strengthen the using the Capture Nurture with Sales, Subscription relations relations community choices
- 4. Lessons Learned © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 5. Look at the 360 degree view of the customer lifecycle 5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 6. Automation is key 6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 7. Change the culture 7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 8. The goal for the future Security private cloud Employees Public Cloud Hybrid Environment Customers App Sales Customer Product New Prospects custom apps Support and Monitoring Assuring the Success / Roadmaps in-house Intimacy ●● Renewal Mobile Apps managed cloud Service Models traditional dc saas Storage Combining customer Understanding What is being used and IT Metrics/Analytics metrics with marketing customer renewals, where can we improve automation and adoption and loss Partners salesforce automation 8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 9. Thank You genefa.murphy@hp.com © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.