Avoid CX Disasters with These Three Digitization Strategies

5a8af12a8bce1-460x230Ideally, digitization should simplify the user experience, making it faster and more convenient for customers to interact with a company. But all too often that isn’t the case. In fact, when done wrong, digitization can add layers of unnecessary complexity, resulting in confusion and frustration, and ultimately, delivering the complete opposite of its intended outcome....

Take the Quiz: Are You in Digital Denial?

5a73607766a40-460x230Get Inspired to Go Digital in the New Year 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. TAKE THE QUIZ: Are You In Digital Denial? But don’t wait too long. Experts say that businesses that resist or even...

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

phil nanusA Q&A with TSIA’s Phil Nanus 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...

Experts Share Words of Wisdom for Customer Success in 2018

5a31cd0346ba6-460x230It’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...

The Inside Sales Toolkit

Blog_featured img_Virtual Sales ToolsWhether for the initial sale or the post-sale lifecycle, IDC predicts that by 2018, 60 percent of B2B enterprises will overhaul their “digital front door” to support 1,000 to 10,000 times more customers and customer touch points. This projection is indicative of the vast impact that digitization is having on modern B2B sales and the...

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

RetentionAs 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...

How to Future Proof Your Business for the Digital Economy

Change AheadOn 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...

How Cisco is Ensuring a Seamless Customer Experience in the Digital Future

ensuring customer successLeadership speaker and author Robin Sharma once said, “The bigger the dream, the more important the team.” Today as we face the monumental challenges brought on by the rise of digitization and the understanding that customer loyalty is no longer what it used to be, the only way we’ll succeed is through teamwork. And teamwork...

The Under-the-Radar Cisco Leader That Every Partner Needs to Know

Although we don’t often publicly sing the praises of individual team members, we’re making an exception today to recognize Steve Cox, who was named this week to CRN and The Channel Company’s “100 People You Don’t Know but Should” list. The annual list recognizes the unsung heroes and under-the-radar leaders in our industry who create,...

3 Technology Essentials for the Modern Virtual Sales Organization

blogIn its October 2016 State of the Connected Customer Report, Salesforce Research revealed that a whopping 80 percent of business buyers expect companies to respond and interact with them in real time, versus the 64 percent of consumers with the same expectation. It’s clear we’ve reached a tipping point in B2B sales, as business buyers...