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Conference Presentation

Customer Outcome Engineering: Emerging Program Success Stories

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Customer Progression Assessments: A Cross Functional Program to Identify and Measure Customer Outcomes Presented by John Scipio, TeleTracking As customer outcomes play an increasingly pivotal role in overall company strategy and sustainability, being able to work cross-functionally to identify and measure customer business results becomes a necessity.  In this session, John will outline TeleTracking’s programmatic approach to identifying expected customer outcomes prior to implementation, and leveraging these pre-determined outcomes to provide for a focused solution delivery and customer success plan.  Beyond the strategic elements of this program, coordination across functions presents many challenges.  This presentation will also reflect on the program launch and outline the crucial role that sales operations, supporting technology, and cross-functional alignment play in achieving long-term success. Outcome Engineering at Splunk: From Initial Opportunity to Driving Outcomes for Our Customers Presented by Bart Fanelli, Splunk, Splunk offers the leading platform for Operational Intelligence, including a Cloud (XaaS) solution for their customers. In order to provide more valuable outcomes for customers and more revenue opportunities for Splunk, they have created a Value Consulting team that is aligned with Sales, Professional Services, Customer Success, and Marketing to achieve these goals. In this session, Bart will discuss Splunk’s approach to Outcome Engineering, starting with the early stages of their selling process, and culminating with a solution that is tailored to meet the specific business needs of both their new and existing customers.Outcome Engineering at SAP: Building the Value Case for Customers to Drive Loyalty and Support Expansion Revenue Growth Presented by Wassilios Lolas, SAP AG SAP has developed a comprehensive program that focuses on building the value case for customers to achieve their business needs with SAP's support offerings, which in turn leads to greater customer partnership and subsequent revenue growth for SAP. Join Wassilios as he discusses the current state of SAP’s Customer Outcome Engineering program "Customer Lifecycle Management", including how SAP: Helps customers identify opportunities for optimization in both their IT and Line of Business Operations Works with customers to build the value case, including how this value is expressed in monetary terms for the customer’s business Sets targets tied to specific customer outcomes, and how these targets are tracked and measured Coordinates these efforts across functions including services and sales to achieve these objectives and identify new expansion revenue growth opportunities in the process.  

Presented By:

John Scipio

Director, Strategic Services & Operations, TeleTracking Technologies

Bart Fanelli

VP, Global Field Success, Splunk

Wassilios Lolas

Global Head, Customer Lifecycle Value Services, SAP SE

Publish Date: May 4, 2016

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