Customer Success Management
Building Customers for Life is Core to Cisco’s Digital Transformation
In previous posts, I’ve shared many aspects of the massive digital transformation we are going through at Cisco. At the heart of this transition is the move toward subscription-based buying models. We can think about this transformation in terms of a defined number of customer journeys we have to so…
Rate Your Progress: How Effective & Mature is Your Customer Success Practice?
Customer Success Management (CSM), at its core, is about ensuring that our customers thrive, and it centers on accelerating time to value at each stage in the relationship lifecycle (Land, Adopt, Expand, Renew). As sellers, the importance of integrating a CSM practice cannot be underestimated in tod…
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