Presented by Laurence Dean, Group Services, Director for Client Success at Dimension Data. Shared at Customer Success Summit 2018. Dimension Data, a leader in IT Services Management, is making a big bet on Customer Success. In a highly competitive environment, they are seeing early results from their Customer Success initiatives and are placing a big bet on gaining real competitive advantage.

1. Laurence Dean – Dimension Data
Director for Client Success
Billion Dollar Bet
We're All-in In Customer Success

2. The rationale behind implementing client success
Dimension Data
8bn Business
20% Support
services
Five classical
regions
32,000 Staff
>1bn CI’s,
450 Petabytes
8% pa growth
>475,000
Contracts
>70% Annual
renewable
>8,000 Client,
Small to Very
Large

3. Dimension Data
Problem is with the leaky bucket
(running hard to stand still)
The rationale behind implementing client success

4. “ Proactively grow clients lifetime value “
Strategy and Approach

5. “ Proactively grow clients lifetime value “
Strategy and Approach

6. “ Proactively grow clients lifetime value “
Strategy and Approach
19 Distributed
multi-lingual
support and
delivery centres
2 x Centralised world
class omni channel
multi-lingual support
and delivery centres

7. “ Proactively grow clients lifetime value “
Strategy and Approach

8. It’s all in the Planning – Data Lives
Our Methodology
No one tool
does the job,
No two pieces of
data are the
same
Poisoned data
will stop you
dead, learn to
live with it, adapt
So many tools
“Looked for the
right partner”
Be clear on the
business “Need”
Think big, plan
in phases,
operate in
controlled
releases
Plan for failure,
Learn to stop fast,
Build test dev, & pilot
system

9. Some times we forget the softer things – Don’t get carried away!
People and Processes
You need to
continuously
train people
It’s a team game
The CSM might
be the lead..
But where the pit
crew?
Bad processes
are bad process,
Don’t automate
a mess
Build a corporate
dashboard
20 trigger
points,
6 – 8 Visible
Pilot everything,
at an enterprise level
failure really hurts

10. We can see the shoots of Success
Success…
Revenue attrition
rate has
dropped
dramatically
Data quality has
significantly
Improved
Only lost 1
client since
we started
“Massive impact”
Amazing clarity
on new
opportunities
Finally we can
see them!
But we’re still
learning,
it’s a journey…

11. Laurence Dean – Dimension Data
Thank you