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Concur v8

3.15.16

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Transcript of Concur v8

DEVELOPMENT PLANNING
SUCCESSMAP
Measuring progress in SuccessMap and ensuring there’s accountability at both the employee and leadership levels. 

A deliberate focus on succession and development planning for our accelerated and fast track employees and leaders.
GROWTH
DISTRIBUTION 2016 GOALS

Focused Selling & Success Teams

Drive YoY ARR growth

Minimize revenue attrition from customer and product losses


Drive the Customer Journey realizing full value of the concur solution


Create focused client selling and client success teams to work as a market unit along with blended marketing organization, including:

Client Satisfaction
Are my users (travelers & admins) happy with Concur’s products & services?

NPS & End User Survey
Engagement
Do I have a relationship with Concur and do I feel committed
and engaged?


Business Reviews Tracking (ENT) | At Risk % (SMN)

Utilization
Are we using products/services per our expected contractual volume?
Utilization

Support
Is Concur addressing my support needs within acceptable turnaround times?



Support (WIP)


Contractual Performance
Am I willing and committed to continuing our contract with Concur?

Contractual Term (ENT) | Billing (SMN

Value
Is my business realizing value from the Concur products & services we’ve purchased?



TBD


Drive consistency in how we
track & measure
Customer Health across all of Concur

GOOD
BAD
Provide actionable insights to deliver more value to customers
& Concur employees

Customer Health & Engagement

Multi-phased global Program

Automation

Process Optimization

Productivity
Customer Success

Improved Insights
Single, optimized Customer Success tool

Automation to trigger impactful interactions


Enhance Client Dev engagement with customers

Integrate Customer Success within CLM

Simplified CTransformationlient Dev/Manager experience

Reactive Proactive

NPS score > 40
Higher Retention & ARR


IMPACT
INVESTMENT
WALK
RUN
FLY
Q2: 3-4 months
Q4: ~6 months
TBD
Kick-off cross-Concur data centralization program
Client Dev Transformation:
Reactive Proactive

Visibility to overall customer health
(all management levels)
Client Dev Global Launch
Implement long-term Customer Success platform
Services & Distribution Customer Lifecycle Management (CLM) process & tools refinement
Launch actionable insights for Client Dev SMN & ENT Americas leveraging Scout
Data analysis & gap assessment
Establish customer health (CH) score with alignment across Distribution, Services, R&D, etc
Focused Selling & Success Teams
CUSTOMER SUCCESS
Pipeline
Scale
28%
2015
BIG NUMBER
growth target
Grow Inbound Partner Revenue Worldwide by 26% YoY

Leverage the Full Partner Ecosystem for Diversity of Sourced Referrals (i.e. Alliances, TMCs, Systems Integrators, Advisors, Platform Partners)


Capitalize on Global SAP T&E Conversions

Be the catalyst for field employees to embody our culture, drive toward shared goals, and gain knowledge to be productive quickly. Enable employees across the organization to increase productivity, efficiency, and engagement
.

Investments
in resources leaders can use to strengthen
leadership trust
“How likely are you to recommend your direct manager as a manager you trust?” is measured frequently via pulse and annual
engagement survey.
Travel Integration
Control booking with approved amounts, Trip change re-approval flow, passive approvals
Mobile –
Create, Submit & Modify; Approval flow UX improvements
TripLink Integration
Request creation from TripLink itinerary
Define common Customer Health KPIs

Data insights to drive the business

Higher Retention

Increased ARR

Improved NPS

Streamlined Client
Dev & Services customer engagement model

RESULTS
Customer health feedback integration with Product & Services teams

Optimized CLM program

NEW MARKET PROGRAM – MARKET ENTRY LOCATIONS

End to end view of all market entry activities.

Centralized framework, establishing a repeatable, predictable process for market expansion and entry.


Communication Model driving a wider and deeper level of communication across Concur.



Coordinate Go-To-Market planning and execution across all of lines of business.




KPI’s and success metrics.





The Global Strategy and Operations New Market Program will provide:

New Markets & Strategic Industries
For Enterprise America’s, our vertical (industry) strategy is defined by aligning budget and resources to market, sell and serve accounts with like characteristics. This creates better synergy, efficiency and focus—and an enhanced experience for the customer. SAP also sees value in verticals, which creates an opportunity to align closely with our biggest channel.

INNOVATION
a way to highlight the many career paths and offer the tools needed to progress your career.
 

Develop GTM Talent Pipeline framework
Development
Enablement
Career Growth
Offering & Sales Process
Offering Improvement – holistic approach to strengthening our competitive position in target segments. This year, Distribution will focus on Large Market (LM) and Nationals segments for this work. This includes our product, the way we sell, our implementation and support services, and marketing.


Sales Process Improvement
­ Continue to enhance and refine Q2O process

­ Focus on tighter integration and visibility between Marketo and SFDC

­ Improve reports to give the business better insights to enable them to work smarter

­ Enablement expansion to include on-going education, accreditation and deeper in-market relevance

­ Creation of a Program Management Office to drive Distribution-wide strategic initiatives and process improvements (i.e: New Market Expansion, Customer Health and Engagement)

­ Extending SAP conversion program beyond SAP’s Cloud-For-Travel customers to also bring on premise SAP customers onto Concur’s platform

­ Improve SLA’s for field-facing support



2016 Focus on User-Friendly & Business Ready
Spend Management (Core)
Globalization
Small and Mid-sized businesses

TripLink & Platform
End user Experience, activation & engagement

Stability and Infrastructure


In 2016, Concur will deliver significant enhancements that will further our vision to manage all employee discretionary spending including:

User friendly solutions that employees
WANT
to use in order to help manage spending

Business ready solutions that scale no matter the size of organization and provide data and insights to control costs, maintain compliance and drive efficiency


Concur Standard
Experience
2016- Online Booking Tool
Air Shop & Book – Flex & Unbundled Fares, single page checkout

Rail Shop & Book – Expanded EU content; Cxl/Rebook UI
2016 TMC Services
Correx Contracting & Migrations –
HRG, AMEX/GBT

Concur Travel / Compleat Integrations-Seats, Payment, Unused Tickets


TripLink
TMC Support –
Compleat, Reporting Integration, Agent Partnerships

Launch New TMC Services –
Virtual Payment, Travel Self Service, TripIt4TMCs


Launch Itinerary Capture from TMCs (TMC2Expense)

2016 Request
2016 TripIt & TripLink
Redesign Web & Mobile TripIt Experience


Enhanced TripIt experience for end users


Globalization groundwork for TripIt
TripLink market expansion
LLF Shop for Triplink Air Bookings
Market-Specific Trend Integration
Hotel Shop & Book –
enriched property detail
amenities, images, reviews; recommendations

KOREA
BRAZIL
SPAIN
2016 Markets
Potential 2017 Markets
ITALY
NOTE: These markets need to complete Discovery Stage activities (Market, Product Offering, Gap analysis and initial business case) to be approved as 2017 markets.

UAE - DUBAI
JAPAN SMN
SOUTH AFRICA
DENMARK
SWEDAN
CHINA
Customer Health & Engagement
PEOPLE
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