scott brown

When a vacation starts off bad, it can set the tone for the entire trip. Fortunately, that didn’t happen when my family kicked off our recent vacation in Paris. Because of my background at Cisco, I couldn’t help but notice that our first-rate experience was powered by an impressive combination of pe…

A conversation with my college-age son over his winter break led me to discover an entirely new role model in my life — positive psychology researcher, Shawn Achor. Fast forward a few months and I had the privilege of introducing Shawn at our Cisco GVS&CS leadership summit last month. In s…

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…

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…

A 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 cas…

It’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 tha…

As 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 recommendati…

On 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…

By now you’ve probably seen this statistic from SiriusDecisions: 80 percent of B2B customers say that customer experience is the most significant reason behind the decision to work with a particular provider. It’s also been reported that if a customer doesn’t see value within 90 days of purchasing a…