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Cisco Support Community: Winner of the 2011 Forrester Groundswell Award for Supporting Social Media

February 9, 2012 at 2:19 pm PST

Many companies today are jumping on the bandwagon to add custom social media accounts to their list of web properties. The Cisco Support Community team is one such group, but this team has done so particularly well and seen great successes with their endeavors.

In early 2010, they launched and revamped their social initiatives in hopes of staying connected with customers and extending the community beyond Cisco’s immediate reach. Just over a year afterward, the team was recognized as the winner of the 2011 Forrester Groundswell Award in the B2B Supporting Category. What’s more, Cisco estimates that the community-based support on Facebook and Twitter is saving the company more than $400K annually! Not everybody rises to fame with the fruits of their social media labor. I was curious to find out what the team did that led to such positive results, so I chatted with Pratibha Gupta and Mohan Rao, leads of the social media branch of the Support Community team.

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8 Fab Topics in 8 Hours: “Social Enterprise” Day 1 Agenda #SMWSF #SMWCisco

February 1, 2012 at 6:30 am PST

Cupid has worked his magic and helped us bring together some awesome speakers for our February 14th Social Enterprise Day at Social Media Week. Check out our full agenda and information on how to register.  All times are in Pacific Standard Time.

8:00 – 8:55 Networking Breakfast

8:55 – 9:00 Welcome

9:00 – 9:50 Executive Dialogue: Social Media through an Executive Lens
Cisco executives, Carlos Dominguez and Sheila Jordan will share their perspectives on social media adoption. Carlos will tell his story on how and why he has become an avid social media user and Sheila will take you behind the firewall. She will highlight how you can prepare your IT organization to help drive adoption of social media and collaboration technologies. This dialogue will focus on understanding how a company can embrace social media at the executive level while protecting its intellectual property.

Dialoguers: Carlos Dominguez (@carlosdominguez), SVP, “The Tech Nowist”, Cisco and Sheila Jordan (@CiscoSheila), SVP, Communication and Collaboration IT, Cisco
Moderator: Karen Snell (@kcsnell), Social Media Communications Manager, Cisco

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10:00 – 10:50 Cisco’s Social Media Journey
This presentation will give you a sneak peek into Cisco’s social media journey, best practices, innovations and lessons learned over the years. Jeanette will also give you some tips on how to set up and scale your social media center of excellence based on Cisco’s center of excellence model. 

Presenter: Jeanette Gibson (@JeanetteG), Senior Director, Global Social Media and Digital Marketing, Cisco

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11:00 – 11:50 Panel: The Road to Becoming a Social Business
This panel will explore the framework for becoming a social business and offer perspectives on social content strategy to create great stories. This session will address questions on how to scale your social efforts across your company and globally, and will leave you with some practical tips and lessons learned. 

Moderator: Michael Brito (@britopian), SVP, Social Business Planning, Edelman Digital
Panelists: Read More »

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Social Selling for B2B and Manufacturing

January 9, 2012 at 11:05 am PST

What is Social Selling?

You’ve probably heard of it; you may have even done some research to see if it’s “right” for your business. However, if you’re active in social media, you may be participating in social selling without even realizing it.

It is difficult to pin down an exact definition for social selling, as it depends on whom you ask. In short, social selling is the use of social media for generating and executing sales, but in a different way than traditional B2C. It is based on relationship building, and customers know who you are before you engage them in the sales cycle. Read More »

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The Social Soap Box: The Year of Twitter

December 21, 2011 at 1:19 pm PST

Twitter recently held its “Come See What We’re Building” Press Conference where it unveiled a new, simpler version of Twitter. While my Cisco blogger credential was not enough to get a press invitation to the event, I was able to attend their Twitter for Marketers Conference where I was joined by other corporate brands such as @Disney, @Starbucks and @Intel. As part of the opener, Twitter CEO Dick Costolo and Co-Founder Jack Dorsey highlighted some of the year’s major events that happened on Twitter first. From the most heartfelt stories like how Twitter connected people affected by the Japan earthquake, to Burberry’s innovative Twitter campaign,  I was reminded why marketers and communicators alike love and care so much about Twitter.

At Cisco, we also have our own milestones and major events made possible by Twitter. Here’s my first attempt at an “info” graphic of Cisco’s Twitter Year in Review:

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Is Your Customers’ Network Covered by a “Good Enough” Warranty?

June 8, 2011 at 1:55 pm PST

When budgeting for equipment to run enterprise networks, buying equipment that requires the least amount of upfront capital may sound like cheapest in the long run, but what about the cost of repairs and tech support?

Settling for a “good enough” network means your customers get a “good enough” warranty to go with it. Next-generation networks offer more support staff, diagnostic tools to keep networks up and running, as well as more robust warranties.

In our continuing coverage of the Seven Myths of the Good-Enough Network, we delve into myth number five: The Basic Warranty Myth.

Most enterprise networking equipment includes limited support and maintenance. With vendors like HP, according to Michael Rau (myth dispeller and Vice President, CTO for the Borderless Network Architecture at Cisco), a warranty service call is limited to answering only the most basic questions. A support rep will typically ask, “Have you tried rebooting your switch?” If that’s not the issue, a replacement is sent with no effort made to troubleshoot the problem. If you want more in-depth support you have to purchase the extended support contract – which is not free.

Here are five things customers should consider when purchasing network equipment. Read More »

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