scott brown

July 17, 2018


Mid-Year Checkpoint: Three Customer Experience Strategies to Implement Now

When a vacation starts off bad, it can set the tone for the entire trip. Fortunately, that didn’t happen when my family kicked off our recent vacation in Paris. Because...

May 29, 2018


The Formula for Happiness and Success in a Transformational World

Scott Brown shares some takeaways from positive psychology researcher, Shawn Achor, on how to forge happiness in a transformational world.

May 11, 2018


Cisco Earns Top Honors for Partner Enablement and Customer Success

Cisco just took home another award for digital engagement, partner enablement and customer success. Scott Brown shares how we got there.

May 1, 2018


5 Customer Success Conversation Starters for the C-Suite

Educating your C-Suite about the value that Customer Success (CS) can drive for your company as a whole – along with each department -- is vital. Here are 5 ways you can start the conversation.

January 29, 2018


Customer Success at a Tipping Point: 4 Practical Tips for Getting Started Now

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.

December 13, 2017


Experts Share Words of Wisdom for Customer Success in 2018

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 […]

November 20, 2017


Customer Success: Your Most Powerful Weapon in the Battle for Customer Retention

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 […]

November 10, 2017


How to Future Proof Your Business for the Digital Economy

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 […]

October 16, 2017


The Customer Success Imperative: It’s a Race Against Time

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 […]