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How We’re Making It Easier to Do Business With Cisco

The We’re Listening blog series has tracked some of the new programs and capabilities Cisco is introducing to make it easier to do business with us. The corporate Ease of Doing Business (EoDB) Program drives many of these improvements, so I’ve invited EoDB executive lead (and Cisco EVP of Operations) Randy Pond to discuss some of the accomplishments and upcoming plans that will make it easier for our customers and partners to do business with Cisco.  Among those are:

  • Improvements to software licensing, including big changes to the product license registration page that allow customers to complete more self-service licensing transactions, and the roll out of the new Cisco Software Central portal, a one-stop shop for all your software licensing needs
  • Creating a more consistent negotiation and deal approval process globally
  • A renewed focus on our partners’ experience
  • Stronger focus on the role of User Experience design and philosophy in every Cisco product, policy, and process.

pond_crop By Guest Contributor Randy Pond

We’ve made it no secret that Cisco aims to become the #1 IT company. And while our development teams are hard at work to bring you exciting new technological offerings in software, cloud and security, there’s another critical piece of the equation – delivering an exceptional customer experience. This is a huge priority for John Chambers and the entire leadership team, and it boils down to consistency and simplicity. Over and over again, I’ve heard customers say that doing business with Cisco can be a mind-warp of changing policies, too many steps and new obstacles to deal with. This has to change. Today, we have teams across every function at Cisco concentrated on finding and making the changes that will have the biggest impact on your customer experience. Read More »

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The We’re Listening Blog Series: What We Heard at Partner Summit

Cisco hosts a multitude of conferences, tradeshows, and online events each year. For our customers and partners, these events are great opportunities to interact with Cisco experts and keep current on the latest products, technologies, and network solutions. For Cisco, they are also a key way that we connect with our users and listen to their feedback about what’s working and what’s not. For example, we recently wrapped up the Partner Summit in Boston. Joe Pinto, Senior Vice President, Technical Services,  attended the event, and joins us to share his key takeaways.

Joe Pinto By Guest Contributor Joe Pinto

Last month, I attended Cisco Partner Summit 2013 in beautiful Boston, Massachusetts, and walked away energized about applying what I heard toward making Cisco easier to do business with. Read More »

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Are Your Customers (and Prospects) Talking About You? (Part 2)

September 21, 2012 at 10:23 am PST

Yesterday, I shared information on how to get started with social media listening, what to listen for, and the types of information you can gain from listening. Now that you have an idea of what your customers and prospects are saying, what are you going to do with all of that information?

Well, that’s when the good stuff happens! The insights you’ll get from social listening will help you:

  • Build your social media marketing strategy – you’ll have more insights about your audience, who exactly is participating in social media, in which social channels the conversations are happening, how frequently and actively are they posting, and what they are talking about.
  • Have a dialogue with customers and prospects –  you want to do this carefully, thoughtfully, person-to-person, and with a customer-service mentality, but participating in social media conversations gives you the chance to thank fans, find prospects, help those with problems or questions, discover problem areas you might otherwise have missed, and build better relationships with your community.
  • Share what you learn with the rest of your organization – product feedback will be useful to your support and development teams, lead opportunities will get sales excited, your executives will want to hear about emerging trends and what kinds of business problems customers are looking for technology to solve, and marketing can see the traction that offers and marketing campaigns are getting.

As an example, here’s a situation where we were getting feedback via social listening from customers about challenges with firmware downloads. We responded to this disgruntled person (who clearly was appreciative of our efforts), but it also led us to put a temporary fix in place to make the experience easier while we worked on the longer-term solution.

Here at Cisco, we have a central Social Media Listening Center where we are continually tracking mentions of the company, key technology areas and events. It functions as a command center to route questions, issues or even potential leads to various teams across Cisco (many of whom are also doing their own ‘deep-live’ listening work for their specific area of expertise). We also can launch listening centers for special events, including our recent listening center in London for the 2012 Olympics.

We’re also eager to share some of our social listening highlights with you, our partners! Read More »

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Are Your Customers (and Prospects) Talking About You?

September 20, 2012 at 2:36 pm PST

I’m sure you know what your customers want – you talk to them all the time, right? But what do they say about you – or your products, employees, website – when you aren’t involved in the conversation?

Hopefully, what they say when they don’t know you are listening isn’t much different than what they’d say to your face. Well, the truth is, people are talking about you, whether you are listening or not. So if you COULD listen, wouldn’t you want to?

Forget the things you’d rather not hear – “What did she do to her hair? Does he really think that joke is funny?” – when it comes to your business, hearing more can only be a good thing.

Enter social media listening – a fancy phrase for reading relevant things that people post on social sites – and voila, your long-distance hearing just improved! And by hearing better, you can make significant improvements to how your business runs, deciding what to market and sell, focusing your resources, and strengthening your relationships with customers, prospects, and your entire business community.

How do I get started?
You can use sophisticated monitoring applications like Salesforce Radian6, Cymphony/Visible, and Cisco Social Miner, but you can also get started with free tools like Google Alerts, Technorati, TweetDeck or SocialMention. Before you invest in a paid application, it’s a good idea to play around with putting keywords into one of the free tools to get a sense of the type and volume of results you’ll get back.

What do I listen for?  Read More »

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