scott brown

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…

Unless you live off the grid, you can’t help but notice that virtual sales is playing a larger role in every facet of our lives. In addition to driving the most obvious purchases (i.e. my 10-plus Amazon orders in the last 30 days), it’s also powering buying and selling motions across bigger ticket,…

When it comes to setting up a Customer Success practice, any organization will face no shortage of complex stumbling blocks, from establishing an effective framework, to identifying the right people, processes and tools to provide a strong foundation. However, where many organizations hit a wall is…

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…

Creating customer loyalty is a race against time. It’s been said that after 90 days a business only has a 10% chance of making the customer loyal. Therefore, once that clock starts ticking, value realization must occur quickly or a high probability exists that you will lose the customer. Customer he…

The Chinese calendar calls 2016 the year of the monkey, but looking back on our industry these past 11 months, I would call it the year of the customer. Why? Because as digital disruption takes hold and transforms the way we do business, the most important reality we all need to accept is that the c…

Cisco has always been incredibly enthusiastic about the role of the partner and there is no disputing the unbelievable success we’ve had together. As a matter of fact, today over 85% of the business we do in the marketplace is done through our partner ecosystem. There’s no other company in the indus…

For the 20 years I’ve been at Cisco, Customer Success has always been an important part of who we are – doing whatever it takes to make the customer happy. But over the years, Customer Success has taken on a larger meaning and is fast becoming an industry term. For Cisco and the IT industry, Custome…

Distribution is a critical piece of our go-to-market channel strategy, representing $13 billion a year in revenue for Cisco. We need a strong leader to continue the tradition of programs and relationships we’ve established with our key distribution partners, and it’s with that in mind that I’m very…