Digital Disruption Is Here: Are Your Sales Processes Ready?
Digital disruption, combined with the constant pressure to increase revenue and profit, is forcing companies of every size and type to reinvent their business models and the sales methodologies that support them. While the importance of customer retention has long been understood, the challenge of maintaining and growing customer relationships has become increasingly more complex as a result of digitization.
Although it may sound simple on paper, it’s no secret that growing customer lifetime value (CLV) takes hard work. We’ve been addressing the CLV challenge with a company-wide commitment that places customer success at the heart of everything we do. And because we also want to help our partners take command of the customer lifecycle, we recently launched SuccessHub.
What Is SuccessHub?
SuccessHub is part of a larger Cisco customer success management (CSM) initiative that puts Cisco partners in the driver’s seat when it comes to today’s digital sales processes. It was built from the ground up to empower partners to modernize and simplify sales practices throughout the relationship lifecycle, using data analytics and automation to grow CLV.
The Cisco SuccessHub program shares methodology, tools and prescriptive guidance to help you:
- Build your own customer success practice focused on retention
- Transform and digitize your post-sale customer engagement model
- Use data and automation to drive engagement throughout the customer lifecycle
- Create personalized experiences and drive customer value realization
- Accelerate adopt, expand, and renew sales motions
“Thanks for doing this for us partners. We cannot succeed without your continued support.” -Tariq Y.
First and foremost, SuccessHub offers a knowledge base for establishing your own CSM practice. Why do you need one? According to Gainsight, companies with a dedicated customer success team—focused on identifying at-risk customers and getting them back on track—see a 24% lower churn rate than companies without one.
With that in mind, SuccessHub nurtures your business with content designed to fuel a best-in-class CSM practice, taking four key CSM building blocks into account: People, Process, Automation and Analytics. SuccessHub offers a number of “tracks” or “journeys” spanning post-purchase sales motions across the Land, Adopt, Expand and Renew stages. The content addresses the different methodologies and best practices behind each track— with a goal of producing the most effective business outcomes for you and your customers.
The SuccessHub Resource Center serves as the anchor of our initiative. This resource portal is an online location where partners can download educational materials or register for upcoming events, including our very popular Success Talk webinars. Resources include partner-focused blog posts, access to Cisco Partner social channels, thought leadership articles, a bi-monthly webinar series, syndicated content, event speaking breakouts and downloadable assets (recorded webinars, white papers and case studies).
SuccessHub stands out in the technology sector for its focus on partner empowerment. It demonstrates Cisco’s investment in our partners, and our dedication to your success. And now, we’d like to invite you into the conversation. Join us on our journey as we place customer success at the heart of everything we do and ensure the solutions we deliver meet and exceed customers’ expectations.