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Satisfied Customers Aren’t Necessarily Loyal Customers

Retention Trumps Satisfaction

For about a decade, JD Power and Associates has been asking consumers to rate their satisfaction with insurance companies on a simple scale of 1-5. This summer, a study of the auto insurance industry found satisfaction, as measured by this simple survey, to be at an all-time high (2012 U.S. Auto Insurance Study).

Logic might suggest that high customer satisfaction should yield high retention and less price sensitivity, but as is often the case, reality is more complex. It turns out that satisfaction is mere table stakes, and retention is a much more difficult job. Other factors, such as choice of channel and bundling or cross-selling, contribute much more directly to loyalty than this simple score from 1-5 indicates.

In general, today’s consumer wants to use convenient channels such as Web and mobile for simple, low value transactions such as making a payment or updating an address. Those channel preferences shift however, as complexity increases and a more high value interaction with a knowledgeable professional is required. There is very often a point at which a personal, face to face interaction is by far the most efficient way to complete a transaction.

Preferred Channel Service

Source: JD Power & Associates, 2012 U.S. Auto Insurance Study

Today’s insurance buyers must choose between a direct channel insurer where the customer experience is based on Web and phone interactions, and the traditional agency channel based on relationship and face to face (or at least one to one via phone) interaction. The gap between these two models is wide. Neither model currently spans the array of channel choice and interaction model necessary to provide both convenience and intimacy. Read More »

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Next Generation Data Centers Need Next Generation Skills

The Cisco Global Cloud Index reports that annual global data center IP traffic will reach 6.6 zettabytes by the end of 2016 at a compound annual growth rate of 31 percent. The growth of data and these new technologies impacts not only IT systems and infrastructures, but also the professionals that design, install, operate and manage them. Job roles are transforming more quickly in the data center than any other space in IT.
To meet the need for a comprehensive, job-role-focused training and certification program that allows customers and partners to optimize their IT infrastructure, Cisco today announced a Career Certification portfolio consisting of the Cisco CCNA® Data Center and CCNP® Data Center, as well as a robust product training portfolio.

Following the March 2012 announcement of CCIE Data Center, and the recently introduced suite of Nexus 1000v, 2000/5000, 7000, MDS and UCS product training, Cisco now offers a complete portfolio of Data Center training and certification, from the associate to expert level. For the first time, two key pillars of the Unified Cisco Data Center architecture: Cisco Unified Computing and Cisco Unified Fabric are covered across the job roles of design, implementation and troubleshooting.

Both networking professionals that want a new career choice, and current data center professionals who want to maximize their data center equipment design, installation and maintenance skills will enjoy benefits from this new certification track.

Watch below as Jeanne Beliveau Dunn, vice president and general manager of Learning@Cisco discusses the evolution of skills needed to support next generation Data Center technologies:

 

To know more about these certifications , visit the following web sites

 Cisco CCNA® Data Center  

CCNP® Data Center

Read also the full release here: http://newsroom.cisco.com/release/1105436

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Partner Perspectives: Nexus, Inc. on Defending the Data Center

A few weeks ago, I got to arrange a meeting of the minds – between Cisco and one of our Master Security and UC Specialized partners, Nexus, to be exact. Given the new Security products and solutions we’ve announced around defending the data center, we thought it’d be a good time to sit down with Nexus and get a partner perspective on what they’re seeing in the market.

We chatted with Waheed Choudhry, President and COO, and Mike Zozaya, Practice Manager of Security, Mobility, and Infrastructure at Nexus to get some insights on what their customers are trying to achieve in the data center and how Cisco Security is helping them get there.

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Cisco Wins Record Awards at XChange, Thanks to Partner Votes

Last week in Dallas I had the opportunity to attend “XChange 2012” an event that brings together a number of industry experts and solutions providers for a dialog around the changes happening in the industry and a great opportunity to network.

Each year at this event UBM Channel presents the ARC Awards, short for Annual Report Card, which gives partners the opportunity to rate their vendors in a number of categories.

I’m proud to say that Cisco took home 16 ARC Awards capped off by five overall awards including  Enterprise Networking Infrastructure, Network Security Appliance and SMB Networking Hardware.  We won the overall in Unified Communications for the ninth consecutive year and finally, took home the top prize for Midrange Servers, beating IBM and HP in our first year competing in this category.

Not only is this the first time in Cisco’s history we’ve won all of the categories we entered, Cisco is the only vendor to have won this many categories at the event. These awards are thanks to you, our partners, and I had a chance to talk to some of the partners who attended the event. Here’s what they had to say.

What else happened at the event?

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Accelerating Customer and Partner Success with VXI and VMware View

Did you catch the news today?  As Cisco and VMware continue to collaborate in transforming virtual desktops into virtual workspaces, we reached an important milestone – an agreement to sell VMware View 5 software as part of an integrated VXI offer to our customers.  Read More »

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