A Top Cisco Data Scientist Explains the Secret Weapon for Customer Retention

If customer retention is what keeps you awake at night, then you’ll want to hear what Sanjiv Patel has to say. As director of data science for Cisco, Sanjiv plays a leadership role in our company- and partner-wide digital transformation. Kelly Crothers, director of strategy, planning and thought leadership, recently sat down with Sanjiv to...

3 Reasons Why B2B Virtual Sales is a Movement That’s Here to Stay

3 reasonsUnless you live off the grid, you can’t help but notice that virtual sales is playing a larger role in every facet of our lives. In addition to driving the most obvious purchases (i.e. my 10-plus Amazon orders in the last 30 days), it’s also powering buying and selling motions across bigger ticket, higher-consideration items....

Why Customer Success Practices Fail. And 5 Things You Can Do About It.

bananaWhen 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...

6 Mistakes That Can Sabotage The Success Of Your Customer

AAEAAQAAAAAAAApcAAAAJGFmN2JiZDQwLTljOGYtNDlmZS1hZDdjLWE4MTFmZWM2MGNhOQLet’s face it, if you’re connected with your customer, understanding their business, focused on adoption and participating in activities gaining business outcomes, then you are on point and nailing it! However, it turns out that there are a few simple things that might be hindering that performance and stopping that return on investment or even...

Customer Success: Where Technology meets Psychology

customer success“Tennis is about problem solving, and you can’t solve a problem unless you have the ability or the empathy to perceive all that’s around you”. This is a quote from Andre Agassi that I saw in an inspiring YouTube video. Andre explains how he obsessively observed video footage of his arch rival Boris Becker to...

Case Study: Cisco Partner, Burwood Group, Unlocks the Key to Customer Loyalty

key to customer loyaltyChallenge A Digital Revolution is Re-shaping the Market The Global Center for Digital business transformation has said that 4 of the top 10 incumbents in the markets surveyed will be displaced in the next five years. In our recent webinar, Chad Frisque, Business Development Manager at Cisco partner, Burwood Group, weighed in on the digital...

Determining the Right Digital Engagement Strategy for Your Organization

blog_digital strategyBoth Gartner and Forrester predict that by 2020, 80% of the buying process is expected to occur without any direct human-to-human interaction. Digitization and the resulting transformation in the marketplace today have made it more important than ever that companies reevaluate their digital engagement strategy and optimize the way they reach each customer. Watch the...

Why Customer Success is like Online Dating

onlinedatingcustomersuccessAn odd comparison to make I grant you that, but when you start to look at it more closely, how different is Customer Success to online dating? I guess that depends on your perspective and real world experiences. For me, I have experienced both – being a Customer Success Manager and having used online dating,...

“Get Out if You Can!” My Customer Success Journey

train8 months ago, I was beginning to wonder if my leap of faith into the world of Customer Success was a mistake. “The latest fad!” many replied when I explained that I was here to help create or develop their own Customer Success capabilities. “A weak concept.” “Posh customer support.” “Not tangible.” “Professional Services covers...

[Infographic] How Your Peers are Coping with Customer Success Management

infographic_blog-imgWhile the Customer Success Talk webinar series was created to share strategy and tools, it has also served as a venue to engage in a dialogue with our partners to better understand how they are progressing on their own CSM journey. Across 15 webinars, and interactions with 4,000-plus attendees in 2016, we gained valuable insights...