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Concur v5

3.15.16

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Transcript of Concur v5

PEOPLE
2016 GOALS

INNOVATION
GROWTH
CUSTOMER SUCCESS
Pipeline
Scale
Focused Selling & Success Teams
Customer Health & Engagement
Career Growth
Offering & Sales Process
Concur Standard Experience
Market-Specific Trend Integration
New Markets & Strategic Industries
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:

2016 Markets
Potential 2017 Markets
UAE - DUBAI
JAPAN SMN
KOREA
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
Define common Customer Health KPIs

Data insights to drive the business

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


SOUTH AFRICA
BRAZIL
SPAIN
ITALY
DENMARK
SWEDAN
CHINA
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)
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

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
Development
Enablement
DEVELOPMENT PLANNING
SUCCESSMAP
Investments
Leadership Trust
Engagement Survey
a way to highlight the many career paths and offer the tools needed to progress your career.
 

Develop GTM Talent Pipeline framework
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
ENGAGEMENT
Full transcript