The Connected Customer Engagement Lifecycle
The Connected Customer Engagement Lifecycle Chris Bates VP of Global Customer Success Clarizen Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
Work in the Past
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
Work Today
Faster and Real-time
Distributed and Mobile
Flatter and Social Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
Generation Y is Joining
Global and 24/7
v
www.clarizen.com!
And even more so in Professional Services What we’ll discuss today:
! The Professional Services mandate ! What problems are we trying to solve? ! How do we get there?
#ClarizenAtWork15 #ClarizenAtWork15
Copyright © 2015 Clarizen@Work. All rights reserved ! !
Copyright © 2015 Clarizen@Work. All rights reserved !
The Professional Services Mandate
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
The Professional Services mandate • Manage service delivery & post-sale engagement • Maximize customer satisfaction • Generate repeat and expansion business
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
What problems are we focused on solving?
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
THE PROBLEM: Disconnected Islands Across Services Delivery
SALES
FINANCE
Copyright © 2015 Clarizen@Work. All rights reserved ! !
CUSTOMER
#ClarizenAtWork15
DELIVERY
8
THE PROBLEM: Disconnected Islands Across Services Delivery
No clean handoff Wrongly set SALES expectations Frustration
Duplicated effort Slow time to revenue recognition
FINANCE
Miscommunication risks
CUSTOMER
Inefficiencies drag on profitability
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
Inefficient resource DELIVERY allocation Lack of accurate visibility
9
How do we solve these challenges?
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
Accelerate the speed of doing business by enabling A 360 degree view of the customer
Get Better Visibility
CUSTOMER Faster Sense and Respond
Quicker to Innovate Copyright © 2015 Clarizen@Work. All rights reserved ! !
11 #ClarizenAtWork15
11
Connecting your Technology and Processes to manage the full customer lifecycle
SALES
FINANCE
Copyright © 2015 Clarizen@Work. All rights reserved ! !
CUSTOMER
#ClarizenAtWork15
DELIVERY
12
Connecting your Technology and Processes to manage the full customer lifecycle
SALES
FINANCE Other ERP Systems
Copyright © 2015 Clarizen@Work. All rights reserved ! !
CUSTOMER
#ClarizenAtWork15
DELIVERY
13
Benefits of a Connected Customer Engagement Lifecycle
INCREASE ACCOUNTABILITY
FASTER SENSE AND RESPOND
Copyright © 2015 Clarizen@Work. All rights reserved ! !
IMPROVED ALIGNMENT WITH CUSTOMERS
#ClarizenAtWork15
BETTER PRODUCT MARKET FIT
OPERATIONAL AND FINANCIAL BENEFITS
14
The Connected Customer Engagement Lifecycle: Real-World Examples Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Marketo Overview USE CASE: PROFESSIONAL SERVICES
Leader in cloud-based marketing software
! ! ! !
>3,000 customers in 36 countries >190 ecosystem partners >40,000 Marketing Nation community members >600 employees in U.S., Europe, Australia, Japan, Israel
(MKTO) Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
17
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Marketo Overview
Professional Services Challenges ! ! ! ! ! !
Lack of visibility Poor project control Lack of collaboration on projects Lack of integration with Sales Low PSA adoption Difficult to scale with business
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
18
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Overview SALES SALES
PAYMEN PAYMENT T
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
CUSTOMER
DELIVERY DELIVERY
19
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Overview SALES SALES
CONSOLIDATED REPORTS
PAYMEN PAYMENT T
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
CUSTOMER
DELIVERY DELIVERY
20
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Marketo Overview
Solution + Business Impact Enterprise Work Collaboration Delivered:
! ! ! ! ! ! !
3000+ successful new deployments 8000+ projects Visibility across Customer Success & Sales High PSA adoption Strong CRM integration Project control & flexibility Collaborative, distributed virtual teams
21 Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview USE CASE: PROFESSIONAL SERVICES
! Pioneer of the web analytics industry 20 years ago ! Today 2000+ customers globally ! Emphasis on cross-channel data-driven marketing solutions for mid to large enterprises
! Leveraging a data-driven foundation to help marketers optimize the customer experience
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
23
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview
Challenges ! Manual project creation ! Consulting teams could only enter time and were unable to manage other aspects of the projects
! All communication was tracked in email only ! Limited and very manual reporting
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
24
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview SALES SALES
PAYMEN FINANCE T
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
CUSTOMER
DELIVERY DELIVERY
25
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview SALES SALES
CONSOLIDATED REPORTS
PAYMEN FINANCE T
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
CUSTOMER
DELIVERY DELIVERY
26
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview Solution + Business Impact MANAGE PROJECTS WITH
1
SINGLE SOURCE OF TRUTH
! ! ! ! ! !
MANAGE PROJECTS THAT CONTAIN
WEEKLY ROBUST CUSTOMER REPORTING
12,000
50,000
TASKS
TIMESHEET LINES OF DATA PER QTR
Single source of information and “truth” – in real-time Improved alignment with customers and focus on Customer Success Dramatic improvement in clarity within Finance Workflow and alerts features drive increased project accountability Shift from reactive to proactive – change in culture Reduced overhead = improved efficiency
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
27
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES
Future State Overview USE CASE: PROFESSIONAL SERVICES
Consulting Services and Solutions
! 30-year history of change management, documentation and training
! Drive operational transformation with large, Fortune 500 companies o
Use-cases include clinical trial management systems, ERPs, M&As
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
29
CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES
Future State Overview
Challenges ! ! !
Incomplete collaboration and disconnected workflow Slow, disconnected reporting systems Lack of visibility into project status and lack of reporting
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
30
CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES
Future State Overview
Solution + Business Impact Enterprise Work Collaboration Delivered:
! ! !
Real-time communications and collaboration with clients Accelerated workflow and project completion with reduced project inefficiency “Working out loud”
23% increase in gross margin 10% decrease in hour process time Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
31
CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES
Future State Overview
Executive Reporting Proposal Baseline, Net Income and Project Health
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
32
What we’ve learned from these leaders
! Keep the focus on the customer ! Recognize that the world is changing ! Break through the barriers to the Professional Services Mandate
! Enable a seamless technology connection across the customer lifecycle
#ClarizenAtWork15 #ClarizenAtWork15
Copyright © 2015 Clarizen@Work. All rights reserved ! !
Copyright © 2015 Clarizen@Work. All rights reserved !
Thank You
Chris Bates [email protected] www.clarizen.com
#ClarizenAtWork15 #ClarizenAtWork15
Copyright © 2015 Clarizen@Work. All rights reserved ! !
Copyright © 2015 Clarizen@Work. All rights reserved !
#ClarizenAtWork15
v
www.clarizen.com!
Work in the Past
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
Work Today
Faster and Real-time
Distributed and Mobile
Flatter and Social Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
Generation Y is Joining
Global and 24/7
v
www.clarizen.com!
And even more so in Professional Services What we’ll discuss today:
! The Professional Services mandate ! What problems are we trying to solve? ! How do we get there?
#ClarizenAtWork15 #ClarizenAtWork15
Copyright © 2015 Clarizen@Work. All rights reserved ! !
Copyright © 2015 Clarizen@Work. All rights reserved !
The Professional Services Mandate
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
The Professional Services mandate • Manage service delivery & post-sale engagement • Maximize customer satisfaction • Generate repeat and expansion business
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
What problems are we focused on solving?
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
THE PROBLEM: Disconnected Islands Across Services Delivery
SALES
FINANCE
Copyright © 2015 Clarizen@Work. All rights reserved ! !
CUSTOMER
#ClarizenAtWork15
DELIVERY
8
THE PROBLEM: Disconnected Islands Across Services Delivery
No clean handoff Wrongly set SALES expectations Frustration
Duplicated effort Slow time to revenue recognition
FINANCE
Miscommunication risks
CUSTOMER
Inefficiencies drag on profitability
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
Inefficient resource DELIVERY allocation Lack of accurate visibility
9
How do we solve these challenges?
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
Accelerate the speed of doing business by enabling A 360 degree view of the customer
Get Better Visibility
CUSTOMER Faster Sense and Respond
Quicker to Innovate Copyright © 2015 Clarizen@Work. All rights reserved ! !
11 #ClarizenAtWork15
11
Connecting your Technology and Processes to manage the full customer lifecycle
SALES
FINANCE
Copyright © 2015 Clarizen@Work. All rights reserved ! !
CUSTOMER
#ClarizenAtWork15
DELIVERY
12
Connecting your Technology and Processes to manage the full customer lifecycle
SALES
FINANCE Other ERP Systems
Copyright © 2015 Clarizen@Work. All rights reserved ! !
CUSTOMER
#ClarizenAtWork15
DELIVERY
13
Benefits of a Connected Customer Engagement Lifecycle
INCREASE ACCOUNTABILITY
FASTER SENSE AND RESPOND
Copyright © 2015 Clarizen@Work. All rights reserved ! !
IMPROVED ALIGNMENT WITH CUSTOMERS
#ClarizenAtWork15
BETTER PRODUCT MARKET FIT
OPERATIONAL AND FINANCIAL BENEFITS
14
The Connected Customer Engagement Lifecycle: Real-World Examples Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Marketo Overview USE CASE: PROFESSIONAL SERVICES
Leader in cloud-based marketing software
! ! ! !
>3,000 customers in 36 countries >190 ecosystem partners >40,000 Marketing Nation community members >600 employees in U.S., Europe, Australia, Japan, Israel
(MKTO) Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
17
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Marketo Overview
Professional Services Challenges ! ! ! ! ! !
Lack of visibility Poor project control Lack of collaboration on projects Lack of integration with Sales Low PSA adoption Difficult to scale with business
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
18
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Overview SALES SALES
PAYMEN PAYMENT T
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
CUSTOMER
DELIVERY DELIVERY
19
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Overview SALES SALES
CONSOLIDATED REPORTS
PAYMEN PAYMENT T
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
CUSTOMER
DELIVERY DELIVERY
20
CUSTOMER EXAMPLE: MARKETO USE CASE: PROFESSIONAL SERVICES
Marketo Overview
Solution + Business Impact Enterprise Work Collaboration Delivered:
! ! ! ! ! ! !
3000+ successful new deployments 8000+ projects Visibility across Customer Success & Sales High PSA adoption Strong CRM integration Project control & flexibility Collaborative, distributed virtual teams
21 Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview USE CASE: PROFESSIONAL SERVICES
! Pioneer of the web analytics industry 20 years ago ! Today 2000+ customers globally ! Emphasis on cross-channel data-driven marketing solutions for mid to large enterprises
! Leveraging a data-driven foundation to help marketers optimize the customer experience
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
23
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview
Challenges ! Manual project creation ! Consulting teams could only enter time and were unable to manage other aspects of the projects
! All communication was tracked in email only ! Limited and very manual reporting
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
24
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview SALES SALES
PAYMEN FINANCE T
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
CUSTOMER
DELIVERY DELIVERY
25
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview SALES SALES
CONSOLIDATED REPORTS
PAYMEN FINANCE T
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
CUSTOMER
DELIVERY DELIVERY
26
CUSTOMER EXAMPLE: WEBTRENDS USE CASE: PROFESSIONAL SERVICES
Webtrends Overview Solution + Business Impact MANAGE PROJECTS WITH
1
SINGLE SOURCE OF TRUTH
! ! ! ! ! !
MANAGE PROJECTS THAT CONTAIN
WEEKLY ROBUST CUSTOMER REPORTING
12,000
50,000
TASKS
TIMESHEET LINES OF DATA PER QTR
Single source of information and “truth” – in real-time Improved alignment with customers and focus on Customer Success Dramatic improvement in clarity within Finance Workflow and alerts features drive increased project accountability Shift from reactive to proactive – change in culture Reduced overhead = improved efficiency
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
27
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
v
www.clarizen.com!
CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES
Future State Overview USE CASE: PROFESSIONAL SERVICES
Consulting Services and Solutions
! 30-year history of change management, documentation and training
! Drive operational transformation with large, Fortune 500 companies o
Use-cases include clinical trial management systems, ERPs, M&As
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
29
CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES
Future State Overview
Challenges ! ! !
Incomplete collaboration and disconnected workflow Slow, disconnected reporting systems Lack of visibility into project status and lack of reporting
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
30
CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES
Future State Overview
Solution + Business Impact Enterprise Work Collaboration Delivered:
! ! !
Real-time communications and collaboration with clients Accelerated workflow and project completion with reduced project inefficiency “Working out loud”
23% increase in gross margin 10% decrease in hour process time Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
31
CUSTOMER EXAMPLE: FUTURE STATE USE CASE: PROJECT MANAGEMENT, SERVICES
Future State Overview
Executive Reporting Proposal Baseline, Net Income and Project Health
Copyright © 2015 Clarizen@Work. All rights reserved ! !
#ClarizenAtWork15
32
What we’ve learned from these leaders
! Keep the focus on the customer ! Recognize that the world is changing ! Break through the barriers to the Professional Services Mandate
! Enable a seamless technology connection across the customer lifecycle
#ClarizenAtWork15 #ClarizenAtWork15
Copyright © 2015 Clarizen@Work. All rights reserved ! !
Copyright © 2015 Clarizen@Work. All rights reserved !
Thank You
Chris Bates [email protected] www.clarizen.com
#ClarizenAtWork15 #ClarizenAtWork15
Copyright © 2015 Clarizen@Work. All rights reserved ! !
Copyright © 2015 Clarizen@Work. All rights reserved !
