Today’s customers want to see value in their purchases, not just once, but all along the entire post-sale journey. Yet in a survey of more than 4,000 IT influencers and decision makers, Cisco found that as many as 68% of respondees aren’t tracking if the solutions they are selling are delivering the customer’s preferred business outcomes. That’s where Customer Success (CS) comes in.
A CS practice is centered around being proactive about nurturing customer value and committing your business to helping your clients achieve their desired goals. It’s a big undertaking, and it might sound daunting, especially when you consider that the impact of CS is made more powerful when your entire company goes all in. But keep in mind that change doesn’t have to happen overnight. The important thing is to simply get started.
Another key point: there’s no single formula for building a successful CS practice. Find an approach that works for your business. And if you haven’t yet discovered the wealth of CS-focused resources on SuccessHub – webinars, videos, look books, blog posts, infographics, white papers, etc., you’re missing out. Each one is designed to equip partners with the expert knowledge, guidance, and best practices to nurture CS in a variety of ways.
But don’t just take my word for it. Watch and listen to what a few of our partners have to say about the power of SuccessHub.
“At Compugen, I was asked to build out our adoption strategy. Luckily, I was introduced to SuccessHub. SuccessHub has a lot of digital assets, and I was able to take that information to develop my strategy instead of starting from scratch. It was extremely helpful.”
“SuccessHub provides PCM with a lot of great resources – like webinars and white papers — that help us keep ourselves accountable for building out our success practice and using best practices.”
Partners in Success
We can all agree that digital disruption is everywhere – from the way customers work and transact, to the way they want to engage with us. And their expectations for the vendors they do business with have soared. Today, the customer holds the power in their relationship with us. To earn their trust, expand our business with them, and not just survive, but thrive in today’s subscription economy, we have no choice but to interact with them on their terms.
As you take on the challenges of customer success management, Cisco is committed to helping you every step of the way – through SuccessHub and with our ongoing support.