Outcome Engineering:Customer Success 360

Today’s Host: Kelly Crothers@Kelly_Crothers

Director of MarketingGlobal Virtual Sales & Customer Success Cisco Systems, Inc.

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Customer Success Methodology

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Outcome Engineering:Customer Success 360

Guest Presenter: Scott Brown

Senior Vice PresidentGlobal Virtual Sales & Customer SuccessCisco Systems, Inc.

- Gartner

“By 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.”

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Adjusting your approach for success.

Sell it and forget it… Continuous, meaningful, trigger-based engagement

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Your future is in customer value realization.

Adoption Analytics Customer Experience

The revenue a supplier receives from its customers is increasingly tied to the successful consumption of the product.

- J.B. Wood, Todd Hewlin and Thomas LahB4B

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Automation

Product Utilization

Personalization

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Optimize effort and increase reach

with

Automation.

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Identify inhibitors and drive value

with

Product Utilization.

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Develop trust and create loyalty

with

Personalization.

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Working with limited visibility is tough.

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Develop a 360 customer view.

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Customer experience is a team effort.

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Build a solid foundation for success.

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Fuel the future of your business.

Reduce cost to serve

Increase revenue/wallet share

Improve customer retention

Promote sticky features

Identify expand opportunities

Build a recurring revenue engine

Create customer loyalty

Enhance the customer experience

@CiscoImpact

Let us know what you think!

customersuccesstalk@external.cisco.com

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It’s the journey, not the destination. Join Kelli Kirwin, Senior Manager of Cisco’s Americas Partner Success Manager team, as she shares her perspective on ways to improve customer retention with lifecycle management.

Lifecycle Practice DevelopmentOctober 25, 2016

Upcoming Sessions#successtalk

Sign up for a webinar

Data fuels your success engine. Join Andy Starr, Vice President of Cisco’s VP of Customer Success and Renewal Operations organization, as he shares his perspective on how data is key to understanding the customer lifecycle.

The Golden Thread: Connecting Data in the Value ChainNovember 15, 2016

Thank you.

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