As part of our ongoing Partner Voices blog series, I recently had the opportunity to catch up with Yvonne LeNoue of CDW regarding her blog, “Top 5 Areas of Focus to Drive Solution Adoption across Your Contact Center Practice.” I invited her to expand a little more on those ideas for our Cisco partners and she kindly obliged.
Yvonne is a principal contact center consultant for CDW, and she has more than 20 years of experience in the contact center space. She has helped numerous organizations create and adopt solutions; her insights in this area are invaluable.
During our conversation, Yvonne emphasized that most technology implementations focus on a successful rollout of solutions, that is with little-to-no customer impact, as customers seek a hefty return on investment based on the operational benefits that will be recognized through improved functionality and advanced technologies. The onus of success is typically placed on the technical teams of integrators and customers. Fortunately, in many cases, successful migrations are second nature. However, the thought of supporting the end users through the transition is rarely discussed.
Because so many organizations fail to engage the end users through their transitions, customers struggle to adopt new solutions and the business process enhancements that accompany new technologies. As you’ve likely experienced in your own businesses, organization leaders can experience frustration following technology implementations as employees revert to old processes and solutions. What’s more, lack of adoption can impact business value, and repeat sales and overall perception of project success. With this lack of adoption, Yvonne points out, no one wins; organizational operations remain stagnant, ROIs are not realized, vendors struggle to drive interest in future technologies and end users feel isolated. Simply delivering solutions and products does not ensure solution adoption and no longer guarantees customer satisfaction. Read More »
Tags: Cisco, partner voices, partner weekly rewind, Weekly Rewind
Selecting the right cloud service provider for your company requires more than just browsing through prospective cloud vendors’ websites and reading about them online.
How do you decide which vendor to trust for the performance, reliability, and security you need?
Whether you are in the process of migrating to the cloud or a current cloud adopter, a recent Business 2 Community article provided the acronym, “PERFECTION” to remember 10 important technological and business considerations when choosing a cloud service provider.
Finding this perfect cloud service provider can seem like a daunting feat, right?
In this post, I’ll discuss how organizations can have confidence in their cloud vendor decisions. They need to be assured the technology powering their services leads the industry in performance and scalability. And most importantly, the vendor they choose should not only act as a cloud provider, but also as a cloud partner.
Here’s a deeper look at the top 10 considerations for selecting a cloud partner and how Cisco, through Cisco Powered, is able to help you with your cloud strategy.
Tags: Cisco, cloud, Cloud Computing, Cloud Management, data center
SunGard AS has more than 9000 enterprise customers who count on our cloud services and managed services when disaster strikes. Lately, we’ve seen that the “Internet of Everything” is changing customer expectations. Our customers want new types of cloud services—and they want them sooner. They’re also asking to provision and control the services on their own. To keep delivering new products and services, we need a network that’s more flexible, intelligent, secure, and agile than ever before.
Our strategy for the future is to create a platform for service agility by enabling network programming. This is a radical change for our business and our customers. Not having to wait for engineers to program the network will help us bring new services to market sooner. Network programmability will also make it possible to offer new self-service options our customers are requesting, like bandwidth calendaring and service on demand. Read More »
Tags: Cisco, Fast IT, infrastructure, infrastructure programmability, Internet of Everything, IoE, network, Network programmability, ONE, programmability benefits, SDN, software defined
Last fall, I was standing in a hotel lobby in Boca Raton, Florida, where I was attending our annual Collaboration Summit. I noticed an energetic woman walking directly toward me. “It’s so great to see you!” she said when she reached me.
I quickly attempted to access the facial-recognition software in my own brain to identify her.
Click, click, click…
I’m terrible with faces.
Click, click, click…
I think I recognize people I don’t know, and I don’t recognize people I’ve met.
Click, click, click…
She saved me further embarrassment and introduced herself. We’d recently worked on a big presentation together. Over instant messaging and e-mail. And on the phone. We’d never met in person, but she recognized me immediately. Why? Because I always use video in online meetings and conference calls.
Later that evening, I went to a reception with a group of customers. In the weeks prior, I’d had WebEx meetings with many of them to review agendas and answer questions. Several people approached me saying they’d recognized me from the call. One said she wasn’t sure she was at the right reception until she saw me there.
I don’t use video because I’m enamored with my own visage, but because I find it useful. And easy to do. At first it was a bit awkward – did I just scratch my nose? – but it quickly became routine. Sometimes I’m the only person on a call using video. Other people will often start their video after noticing that I’m using mine.
A Forrester study of how knowledge workers collaborate showed that 71% work from a personal desk within their organization four to five days per week. And even for collaborative tasks, employees tend to work from their desks to a much greater extent than at any other location, such as a conference room. Case in point: they make 88% of phone calls from a personal desk at work. Read More »
Tags: Cisco, collaboration, online meetings, video, video conferencing, videoconferencing, WebEX
Revenue-generating marketing, customer buying patterns, and social selling are a few of the topics I talked about recently with Glenn Gow of Crimson Marketing. I’m pleased to share these excerpts from our conversation and invite you to listen to the podcast.
Glenn: Why don’t we start with this concept of revenue-generating marketing, and tell us a little bit about the journey that you’ve been going through.
Karen: I wanted marketing to be viewed as a revenue center versus a cost center, because then it becomes a very different discussion about the value, the role of marketing, and the investment that a company is willing to make.And frankly, in some cases, marketing should be seen as a cost-to-serve model in terms of where marketing can lead the generation of demand, particularly with customers in the mid-market and with our partners.
Glenn: Can you talk a little bit more about what revenue-generating marketing really means? Read More »
Tags: Big Data, Cisco, customer, Karen Walker, marketing, midmarket, partner, revenue generation marketing, social