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Building Your Customer Success Team: Much, Much More Than Just Good Customer Support

When building a customer success team and making your case for more investment in the initiative, the most striking misunderstanding you may have come across is that a customer success team is a cost center and just provides really good customer support.  Let’s set the record straight – a customer success team does provide excellent customer support, but it’s also a powerful revenue engine.

According to Gainsight, companies with a dedicated customer success team – focused on identifying at-risk customers and getting them back on track – see a 24% lower churn rate than companies without one. Reducing churn is key to growing the bottom line.

In addition to reducing churn, a customer success team increases the lifetime value of an account. Over time, account revenue can grow to be many times larger than the customer’s year 1 value.  As a customer success team increases customer lifetime value, they can actually produce as much or more revenue than the sales team over the lifetime of the customer.

So, you had them at revenue engine. Management wants you to build a customer success team.

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Cisco Partner Weekly Rewind – January 15, 2016

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Each week, we’ll highlight the most important Cisco Partner Ecosystem news and stories, as well as point you to important, Cisco-related partner content you may have missed along the way. Here’s what you might have missed this week:

Off the Top

On Wednesday, we unveiled Cisco Cloud Consumption as a Service (CCaaS). CCaaS is designed to help busineses address shadow IT challenges by providing visibility into the public cloud services an organization is using.

Robert Dimicco, SR Director, Advanced Services, talked about how this can benefit our partners on the partner blog this week.

Read his post to see how you can get started with CCaaS today.

In the Channel News

Good Reads

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Turbo-Charge Your Cloud Conversations and Uncover New Business Opportunities

I’ve spent a lot of time on the road over the last few months.  Europe.  Asia.  Canada.  Latin America.  And everywhere I go I talk to our partners.  The one constant: frustration over their ability to have a deep conversation with customers about cloud. Partners have told me their customers want to hear how they can leverage applications and cloud services to impact their business outcomes. However, they also say that their conversations are often relegated to ‘box-level’ discussions about speed and feeds and costs of specific technologies at the bidding phase of the deal.

What if I told you that you can discover every single cloud CS-info_blogservice your customers are using and help them understand the potential business risk or compliance challenges they are facing. And, armed with such insight, that you can uncover new cloud, security, and data center opportunities.

Too good to be true?  Partners can do all that and more with our new Cisco Cloud Consumption as a Service. This new product, now generally available, helps customers solve a significant challenge for their business and, at the same time, provides partners with insights and concrete data to help transform cloud conversations with their customers.

Shadow IT: Growing Exponentially

Customers are facing an explosion of cloud use. And it’s becoming a major headache for IT leaders.

On average, large organizations are now using 1,220 individual cloud services, largely without oversight, which leads to increased risk and spiraling costs. And it’s growing by leaps and bounds. The average number of cloud services used has grown 112% over the past year, and 67% over the past six months.  Additionally, the hidden cost of public cloud services is four to eight times higher than billed costs.

Cloud Consumption as a Service helps customers discover and monitor which cloud services are being used across the organization. It helps customers mitigate cloud risks, uncover redundant services to reduce costs, and compare providers and benchmark usage. Ultimately, it helps organizations strategically manage their cloud use and gain insight to inform their cloud roadmap.

If this sounds interesting, make sure to watch our Cloud Consumption overview video.

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Cisco Partner Weekly Rewind – January 8, 2016

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Each week, we’ll highlight the most important Cisco Partner Ecosystem news and stories, as well as point you to important, Cisco-related partner content you may have missed along the way. Here’s what you might have missed this week:

Off the Top

Happy New Year! I hope you all had a nice and relaxing holiday break. Personally, I was lucky enough to head back to my roots to visit friends and family in St. Louis.  Let’s just say the there was no shortage of food and drinks!

But, alas, it’s always good to jump back into the structure of the work week and get back to business.

It’s been a fairly slow week, as one could expect coming off the company holiday break. But, there were definitely some highlights.

For one, the Consumer Electronics Show 2016 (CES) is under way. Follow all the action via the official hashtag #CES2016. You can also see how Cisco is a part of the conversation here.

And here’s what you might’ve missed in the news since we last spoke.

In the Channel News

Good Reads

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Cisco Partner Weekly Rewind – December 18, 2015

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Each week, we’ll highlight the most important Cisco Partner Ecosystem news and stories, as well as point you to important, Cisco-related partner content you may have missed along the way. Here’s what you might have missed this week:

Off the Top

New Executive Insight Series: Q & A with Wendy Bahr

We kicked off a new series this week here on the partner blog.  Our Executive Insight series will visit with Cisco execs from time to time to provide partners insight into Cisco’s key focus areas, themes, tech topics and more as they relate to our partners and the partner ecosystem.

We couldn’t have had a more appropriate first guest as Global Partner Organization lead and Cisco SVP, Wendy Bahr, sat down with me for a chat.  She fields questions on her first few months, conversations with partners, what she’s learned, partner summit 2016 updates and more.

And, be sure to check out the related channel press coverage:

Create an Attitude of Gratitude: Not Just for the Holiday Season

This month, Karin Surber wrapped up her 2015 blogging year with some words of wisdom fit for the holidays. However, her message was to keep that ‘attitude of gratitude’ alive beyond the holidays. How you say?

Well, luckily, Karin provided some tips on how to do just that and highlighted one of her favorite charities. Read her piece for some insightful end-of-the-year advice!

Good Reads

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