Thanks for your question, indeed a very pertinent question. First, my “research” here was a quiz about a previous blog. This quiz was really targeted at those who had read this article (http://blogs.cisco.com/datacenter/the-rise-of-cisco-ucs-and-the-cisco-services-data-center-transformation-experience/), so it wasn’t what I would class as formal research.

I have to say, I personally view Facebook polls as being generally unscientific. They don’t (usually) follow a rigorous market research methodology. However, they are probably more insightful than say me obtaining a few opinions about the office. On the latter, how many business decisions are taken by soliciting a few opinions about the office – and personal opinions at that – rather than sampling a group of customers – more that most will admit I bet.

For my quiz on my previous blog, Facebook polls are useful – since they are targeted at the exact audience my blog was. They are terrific for engaging more directly with our blog readers – we really do value your opinions and insights.

If you look at another of my previous blogs, I did use a Facebook poll for a more formal question. See http://blogs.cisco.com/datacenter/the-winchester-house-architectural-led-it-strategy-and-your-challenges-what-you-told-us/ . I received 70+ answers to this question. Way better than a few informal views if I polled a few of my colleagues. But not as good as say a 500+ customer survey where you also examine the response demographics so that you get an idea if your have valid responses (I ran one of these surveys 2 or 3 years back, see http://blogs.cisco.com/datacenter/dealing_with_the_hype_around_and_transition_to_cloud/)

So in summary, Facebook polls IMHO are a use addition to soliciting feedback from your readers or customers. I would never claim they are scientific, however they are a quick way of testing the temperature on an issue, and could indeed help you decide if a question or issue is worth investigating more formally. And in any case, as I’ve found via my blogs, the answers do give you insights that can make you question your own views and biases, so this can only be a good thing!

Thanks again Robert for the question, good question without doubt!

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Currently, we are also backed up by a very able group of award winning support colleagues. However, as you have pointed out, the “scaling” factor has not really been challenged…yet

Great stuff! Thanks a lot!

santanu

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One thing I have learned about Cisco since I was acquired into Cisco in 2000, Cisco are masters of scaling the organization, products and processes. And Cisco Services, and our Technical Services organization in particular, are the real gurus in scaling, to ensure Cisco’s customers get the best possible support – as witnessed by the many awards our services organization wins (e.g. http://www.cisco.com/en/US/products/svcs/service_awards_and_recognitions_list.html)

Thanks again for your questions, Santanu, good questions that have helped me tell more of the story!

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santanu

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In the case of issues TAC cannot resolve (initially! – issues get solved one way or another, in true One Cisco approach), typically they will escalate to the respective R&D organization for support. All teams in the development organization support TAC in these cases, and usually have specific escalation teams dedicated to solving escalated customer issues when they come up. Just normal business here really.

For customers who need a “mission critical support approach, we offer “Focused Technical Support” [http://www.cisco.com/en/US/products/svcs/ps11/ps2566/ps2567/serv_group_home.html] (and HTTS, High Touch Technical Support for service provider) services.

For a design issue as you mention, as developed say by our professional services teams for a customer, many of our customers take our Network Optimization Services (NOS) or, for Data Center customers, our Data Center Optimization Services (see http://blogs.cisco.com/datacenter/transforming-to-the-world-of-many-clouds-just-add-to-your-cisco-optimization-services-contract-its-that-easy/ for example, and http://www.cisco.com/en/US/products/ps10365/serv_home.html) – and these services have options for customers to receive specialist, customer specific design and troubleshooting support on-site with our design consultants.

So all in all, the customer issues always get solved, one way or another!

Who do you work for, out of interest? (if you can tell me of course!)

thanks
Stephen

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Thanks a lot for that!

santanu

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