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Customer Experience: Role of the Partner

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Cisco, together with our partners, strives to deliver incredible experiences to customers for each product they buy. Learn how Cisco CX, a new company-wide approach, can help you engage with your customers, and how to partner with Cisco and navigate the journey to build the best, connected customer experience.

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Customer Experience: Role of the Partner

  1. 1. Customer Experience: Role of the Partner Today’s host Nichole Lemieux Senior Digital Experience Manager Customer Experience, Connected Digital Interactions Cisco
  2. 2. © 2018 Cisco and/or its affiliates. All rights reserved. Customer success methodology People Process Platforms Content Analytics
  3. 3. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. Cisco SuccessHub On demand webinars, videos, infographics, blogs, whitepapers and much more! Visit SuccessHub
  4. 4. Customer Experience: Role of the Partner Today’s presenter Scott Schell Senior Manager CX Americas Partner Enablement Cisco @Schell_Shocked
  5. 5. “By 2020, customer experience will overtake price and product as the key brand differentiator.” • Customers 2020: A Progress Report, Walker Information
  6. 6. © 2018 Cisco and/or its affiliates. All rights reserved. Customer Experience is a philosophy, a portfolio, and a team committed to helping customers achieve new outcomes in the way they want to engage with us Philosophy | Portfolio | Team Customer obsession Trusted expertise Extraordinary together We are making history - together!
  7. 7. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. Customer Lifecycle We deliver the best experience in the industry to make customers successful. Customer Success Customer Experience
  8. 8. © 2018 Cisco and/or its affiliates. All rights reserved. Customer Lifecycle Choosing Loving Using Customer
  9. 9. © 2018 Cisco and/or its affiliates. All rights reserved. Advocate Recommend Renew Optimize Adopt Engage Use Implement Onboard Need Evaluate Select Purchase Expand Customer Customer Experience
  10. 10. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. With Cisco as your trusted advisor, extraordinary things are possible. Unmatched networking experience Global experience and scale Technology visionaries
  11. 11. © 2018 Cisco and/or its affiliates. All rights reserved. CCIE’s earned Global experience and scale We have one of the industry’s largest and most experienced global services organization dedicated to your success. Patents held Cases annually Partner ecosystem
  12. 12. © 2018 Cisco and/or its affiliates. All rights reserved. of technology innovations Technology visionaries For over 30 years we have been leading the market with cutting- edge technology solutions. J.D. Power Certified Technology Service and Support Excellence Certified professionals
  13. 13. © 2018 Cisco and/or its affiliates. All rights reserved. Market leadership Unmatched networking experience Our networking experience is unmatched in the industry with market leadership in most technology categories in the industry. Network devices installed Fortune 100 companies
  14. 14. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. We are committed to driving the best customer experience in the industry, together with the best partner ecosystem in the industry. Partnership and Resources Creating the customer experience Building the Lifecycle Together
  15. 15. © 2018 Cisco and/or its affiliates. All rights reserved. Extraordinary together Training Data and analytics People Processes Tools and technology Targeted to every pitstop or lifecycle stages Use cases, analytics and telemetry to expand your opportunities Cisco roles supporting your transformational journey Simplified and repeatable process to support your growth Tools, platforms to maximize your opportunity and performance
  16. 16. © 2018 Cisco and/or its affiliates. All rights reserved. Scaling the experience
  17. 17. © 2018 Cisco and/or its affiliates. All rights reserved. Building lifecycle first together Evolved Partner roles Differentiate with CX portfolio Grow together Value exchange New Customer experience specialization & certifications
  18. 18. © 2018 Cisco and/or its affiliates. All rights reserved. Include lifecycle and telemetry-and-insights to enhance customer’s experience at every step Provide increasing levels of support, more guidance, and access to proactive and predictive insights Create opportunities to upsell differentiated lifecycle services, and partner-branded workshops and services Differentiate with CX portfolio
  19. 19. © 2018 Cisco and/or its affiliates. All rights reserved. Partner services Partner services Partner services Partner services Customer experience and the Cisco portfolio Level 1 Show me how I participate in interactive “Ask the Expert” sessions at all stages of the lifecycle and 24x7 support Level 2 Guide me I consume 1:1 “Accelerators” and proactive insights to accelerate through lifecycle plus support for 3rd party Level 3 Do it with me I work hand-in-hand with designated Cisco experts throughout the lifecycle to achieve my business outcomes Level 0 Do it myself I participate in communities and utilize learning paths for all stages of the lifecycle NEW IMPROVED Lifecycle Telemetry and insights SW/HW support
  20. 20. © 2018 Cisco and/or its affiliates. All rights reserved. Professional services Advisory Implementation Migration Automation Learning services Training Certification Business critical services Insights and analytics Incident response Design and validation Managed services Network Collaboration Security Support services Smart Net Total Care Software support Solution support Current services portfolio All architectures
  21. 21. © 2018 Cisco and/or its affiliates. All rights reserved. Evolved Partner roles Partners who meet requirements may: Jointly deliver Cisco offers, OR Continue to resell Cisco products and services Whichever role you choose, you can position additional services, pull forward new hardware and software expansion opportunities, and improve renewal rates
  22. 22. © 2018 Cisco and/or its affiliates. All rights reserved. Partner servicesPartner servicesPartner services Evolved partner roles and value exchange Resell Jointly deliver Differentiation incentives Customer experience advanced specialization All partners | Customer experience express or advanced Level 2 Guide me Level 3 Do it with me Level 1 Show me how
  23. 23. © 2018 Cisco and/or its affiliates. All rights reserved. Capabilities to help you transform Customer health & relationships Increase revenue & renewals Accelerate Lifecycle Lifecycle Advantage CX Enablement CX specialization CX certification SuccessHub Online resource SuccessTalk learning series Practice enablement Lifecycle Practices
  24. 24. © 2018 Cisco and/or its affiliates. All rights reserved. Grow Together Value exchange Enhance monetary and non-monetary benefits: Partner enablement Digital assets and tools (SuccessHub, Lifecycle Advantage, etc.) Leverage new data and telemetry to accelerate lifecycle process, and increase expansion and renewals Drive toward predictable Annual Recurring Revenue (ARR)
  25. 25. © 2018 Cisco and/or its affiliates. All rights reserved. Partner opportunity at every step of the lifecycle Increase product expansion Deliver new managed services Differentiate with new lifecycle offers Sell more of your services Drastically improve renewal rates
  26. 26. © 2018 Cisco and/or its affiliates. All rights reserved. New Customer experience specialization & certifications Build a lifecycle practice powered by people, processes, tools, and infrastructure Monetize new lifecycle services Continue to invest in lifecycle and customer success practices to ease transition to customer success specialization upon launch Required for joint delivery of Customer Experience (CX) offers
  27. 27. © 2018 Cisco and/or its affiliates. All rights reserved. Results are amazing! 20% Higher recurring revenue mix for lifecycle practice partners Higher service margins of partners rated professional services as #1 in importance ~10% ~25% Increases in profitability with partners improving retention rates >5% 2.5X Faster bookings for lifecycle practice partners 75%
  28. 28. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco learning resources Cisco Accelerate Lifecycle Advantage SuccessHub
  29. 29. © 2018 Cisco and/or its affiliates. All rights reserved. Professional services Advisory Implementation Migration Automation Learning services Training Certification Business critical services Insights and analytics Incident response Design and validation Managed services Network Collaboration Security Support services Smart Net Total Care Software support Solution support Current services portfolio All architectures
  30. 30. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. Perform and Transform Continue to drive the current Customer Experience (CX) portfolio! Continue to make investments in Lifecyle Advisor and scale your lifecycle and customer success practices to ease your transition to customer success specialization upon launch. Take advantage of all of the lifecycle enablement and tools available today via SuccessHub and Lifecycle Advantage. Work with Cisco or your distributor to build your plan, mapping offers and services to unlock your lifecycle opportunities.
  31. 31. @CiscoPartners Let us know what you think! customersuccesstalk@external.cisco.com © 2018 Cisco and/or affiliates. All rights reserved. Cisco public.
  32. 32. © 2018 Cisco and/or its affiliates. All rights reserved.© 2017 Cisco and/or its affiliates. All rights reserved. Upcoming sessions Get Social: Connecting in a Digital World February 26, 2019 Discover ways to optimize your organization’s social strategies, which platforms give the most bang for the buck, and how to improve your company's online presence. Sign up for a webinar© 2018 Cisco and/or affiliates. All rights reserved. Cisco public.

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