Customer Success

Honestly, I was a little nervous to work at Cisco. After spending a career in outside sales where I was always on the move, I worried what coming back into an office environment might mean for me. Would it mean being more sedentary? Would my teammates be “fine” with being chained to a desk all day?…

Our digital transformation at Cisco has been fast and furious. Fast because it’s been a race against time to deliver greater value to our customers, and furious because the pace of change has been extraordinary for an organization our size. At the foundation of this transformation is a company-wide…

One of the promises of Customer Success (CS) is that it allows companies to outperform their competitors by maximizing net revenue retention and unlocking revenue growth from existing clients. But before you can even begin to unlock that revenue, you have to first unlock value for your customers.  O…

Educating your C-Suite about the value that Customer Success (CS) can drive for your company as a whole – along with each department — is vital. In fact, according to Gainsight, one of the top reasons that CS programs fail is lack of executive buy-in. And that’s why, as we began creating a CS…

It doesn’t matter if you are an account manager or a customer success manager, you want to be a trusted advisor as your customer embarks on their digital journey.  Customers want personalized engagement with trusted partners, and it is important to be able to solve your customers’ business problems…

General Datatech says… When Cisco approached us about Lifecycle Advantage, our team at General Datatech (GDT) was quick to jump on board. For years, we’ve helped our customers with all things IT. We design, build, deliver, and manage some of the most complex IT solutions on the planet. In areas like…

Today’s customers want to see value in their purchases, not just once, but all along the entire post-sale journey. Yet in a survey of more than 4,000 IT influencers and decision makers, Cisco found that as many as 68% of respondees aren’t tracking if the solutions they are selling are delivering the…

Last month I hosted a two day advisory meeting for 15 of our largest, most strategic global partners. These companies represent integrators, ITSPs, and consultants who have a huge impact on the IT industry and represent $370 billion in annual revenue. During this meeting, Cisco’s VP of Growth Initia…

Even at a company as great as Cisco, you can find yourself stuck in a role that you don’t enjoy anymore. Maybe you’ve outgrown it, or maybe you find yourself in a rut. It happened to me. Four years ago, when I first joined Cisco as a Software Engineer I was very excited. I had spent 20 years in a si…