Customer Success

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While there’s no surefire way to completely avoid mistakes in digital engagement, you can minimize them in your business by keeping today’s connected and empowered buyer in mind. John Stone shares a few ideas to guide you as you design your strategies:

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Is your organization in digital denial? The first step is recognizing it, and the next step is admitting the need to do something about it. Steve Cox's blog helps you recognize if you're in digital denial and what you can do to turn things around.

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Customer Success (CS) adoption is on the rise and has reached a tipping point: more than 52 percent of the companies surveyed by TSIA in a 2017 study have established CS practices within their organizations. No doubt, many more will follow in 2018 as the business case for CS is undeniable. Recently, I had the chance to catch up with Phil Nanus, TSIA’s VP Research, Customer Success, to discuss the survey findings and get his advice for Cisco partners in the early stages of CS adoption.

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It’s been a big year for Customer Success as we’ve seen a greater share of Cisco partners get started with implementing a practice within their own organizations. The reasons to do so are powerful: according to Gartner, companies that prioritize the customer experience generate 60% higher profit than their competitors. Customer Success initiatives also lead […]

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As part of my more than 20 years with Cisco, my family and I were fortunate to spend three years on assignment in Singapore. When we relocated back to the U.S. in 2016, we had an immediate need to purchase two cars. Without a specific vehicle preference in mind, we relied heavily on the recommendation […]

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On the heels of a very successful Partner Summit, it’s clear that our partners continue to “own IT” and are viewed as the best in the business. Through the years, Cisco has also built a reputation as a world-class selling organization. But as the subscription economy emerged a few years back, we saw business models […]

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By now you’ve probably seen this statistic from SiriusDecisions: 80 percent of B2B customers say that customer experience is the most significant reason behind the decision to work with a particular provider. It’s also been reported that if a customer doesn’t see value within 90 days of purchasing a product, there’s only a 10% chance […]

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Just a few years ago, virtual sales could have meant a few different things. For some organizations, it was the outsourcing of specific outbound sales activities. For others, it involved the utilization of tools, such as live chat and demos, to respond to online enquiries. Today, the term “virtual sales” implies a much more holistic […]

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When it comes to setting up a Customer Success practice, any organization will face no shortage of complex stumbling blocks, from establishing an effective framework, to identifying the right people, processes and tools to provide a strong foundation. However, where many organizations hit a wall is not so much in the early planning stages, but […]