Customer Experience: Role of the Partner

Today’s host
Nichole Lemieux
Senior Digital Experience Manager
Customer Experience, Connected Digital Interactions
Cisco
Customer success methodology

Process Content
People Platforms Analytics

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Cisco SuccessHub

On demand webinars, videos,

infographics, blogs, whitepapers
and much more!

Visit SuccessHub

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Customer Experience: Role of the Partner

Today’s presenter
Scott Schell
Senior Manager
CX Americas Partner Enablement
Cisco

@Schell_Shocked
“By 2020, customer experience will overtake
price and product as the key brand
differentiator.”

• Customers 2020: A Progress Report, Walker Information

 Philosophy | Portfolio | Team
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

We are making history - together!

Customer Trusted Extraordinary

obsession expertise together

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 Customer Success

Customer Experience
We deliver the best experience
in the industry to make
Customer Lifecycle
customers successful.

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Customer Lifecycle
Choosing Loving

Customer

Using

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Customer Experience
Advocate
Purchase
Recommend
Renew
Select Optimize
Expand
Customer Adopt

Evaluate Engage

Use
Implement
Onboard
Need

© 2018 Cisco and/or its affiliates. All rights reserved.

 Global experience
and scale

Technology visionaries
With Cisco as your trusted
advisor, extraordinary things Unmatched networking
are possible. experience

© 2018 Cisco and/or its affiliates. All rights reserved.

Global experience and scale
We have one of the industry’s largest and most experienced global
services organization dedicated to your success. CCIE’s earned

Patents held Cases annually Partner ecosystem

© 2018 Cisco and/or its affiliates. All rights reserved.

Technology visionaries
For over 30 years we have been leading the market with cutting-
edge technology solutions. of technology
innovations

J.D. Power Certified Technology Service and Support Excellence Certified professionals

© 2018 Cisco and/or its affiliates. All rights reserved.

Unmatched networking
experience
Market
Our networking experience is unmatched in the industry with market leadership
leadership in most technology categories in the industry.

Network devices installed Fortune 100 companies

© 2018 Cisco and/or its affiliates. All rights reserved.

 Creating the
customer experience

Building the Lifecycle

Together
We are committed to driving
the best customer experience Partnership and Resources
in the industry, together with
the best partner ecosystem in
the industry.

© 2018 Cisco and/or its affiliates. All rights reserved.

Extraordinary together

Training People Tools and

technology
Targeted to every pitstop or Cisco roles supporting Tools, platforms to
lifecycle stages your transformational maximize your opportunity
journey and performance

Data and Processes

analytics
Use cases, analytics and Simplified and
telemetry to expand your repeatable process to
opportunities support your growth

© 2018 Cisco and/or its affiliates. All rights reserved.

Scaling the experience

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Building lifecycle first together

Differentiate with Evolved Grow together New

CX portfolio Partner Value Customer
roles exchange experience
specialization &
certifications

© 2018 Cisco and/or its affiliates. All rights reserved.

 Differentiate with Include lifecycle and telemetry-and-insights
CX portfolio 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

© 2018 Cisco and/or its affiliates. All rights reserved.

Customer experience and the Cisco portfolio
Partner services
Partner services
Partner services
Partner services Level 3
Level 2 Do it with me
Level 1
Level 0 Show me how Guide me
Do it myself
I participate in communities I participate in interactive I consume 1:1 “Accelerators” I work hand-in-hand with
and utilize learning paths “Ask the Expert” sessions and proactive insights to designated Cisco experts
for all stages of the at all stages of the lifecycle accelerate through lifecycle throughout the lifecycle to
lifecycle and 24x7 support plus support for 3rd party achieve my business
outcomes

Lifecycle NEW

SW/HW support
© 2018 Cisco and/or its affiliates. All rights reserved.
Telemetry and insights IMPROVED
 Current services portfolio

Support Business critical Professional Managed Learning

services services services services services
Smart Net Total Care Insights and analytics Advisory Network Training
Software support Incident response Implementation Collaboration Certification
Solution support Design and validation Migration Security
Automation

© 2018 Cisco and/or its affiliates. All rights reserved.

All architectures
 Evolved Partners who meet requirements may:
Partner
roles 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

© 2018 Cisco and/or its affiliates. All rights reserved.

Evolved partner roles and value exchange

Partner services Partner services Partner services

Level 3
Level 2 Do it
Level 1
Guide me with me
Show
me how
Differentiation
incentives

Jointly deliver
Customer experience advanced specialization

Resell
All partners | Customer experience express or advanced

© 2018 Cisco and/or its affiliates. All rights reserved.

Capabilities to help you transform
Lifecycle Advantage CX Enablement SuccessHub

Customer CX Online
health & specialization resource
relationships

Increase
revenue & CX SuccessTalk
renewals certification learning series

Accelerate Lifecycle Practice

Lifecycle Practices enablement

© 2018 Cisco and/or its affiliates. All rights reserved.

 Grow Together Enhance monetary and non-monetary
Value benefits:
exchange
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)

© 2018 Cisco and/or its affiliates. All rights reserved.

Partner opportunity at every step of the lifecycle

Sell more of your services

Increase product expansion

Differentiate with new lifecycle offers

Deliver new managed services

Drastically improve renewal rates

© 2018 Cisco and/or its affiliates. All rights reserved.

 New Build a lifecycle practice powered by people,
Customer processes, tools, and infrastructure
experience
specialization & Monetize new lifecycle services
certifications 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

© 2018 Cisco and/or its affiliates. All rights reserved.

Results are amazing!

~25% 20%
Increases in profitability with partners improving retention rates Higher recurring
revenue mix for lifecycle
>5% practice partners

Higher service margins

2.5X 75%
Faster bookings for lifecycle
practice partners
~10% of partners rated professional
services as #1 in importance

© 2018 Cisco and/or its affiliates. All rights reserved.

Cisco learning resources

Cisco Accelerate Lifecycle Advantage SuccessHub

© 2018 Cisco and/or its affiliates. All rights reserved.

 Current services portfolio

Support Business critical Professional Managed Learning

services services services services services
Smart Net Total Care Insights and analytics Advisory Network Training
Software support Incident response Implementation Collaboration Certification
Solution support Design and validation Migration Security
Automation

© 2018 Cisco and/or its affiliates. All rights reserved.

All architectures
 Continue to drive the current Customer Experience
Perform and (CX) portfolio!
Transform 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.

© 2018 Cisco and/or its affiliates. All rights reserved.

 Let us know what you think!

customersuccesstalk@external.cisco.com @CiscoPartners

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