What are Customer Experience and Customer Success Management?
As our customers are increasingly pursuing a digital-first model for their organizations, Customer Experience (CX) is fast becoming a top brand differentiator. They’re consuming more technology on a subscription basis to give them the agility and innovation they need to drive business outcomes faster.
This creates an opportunity for us to apply a Customer Success Management (CSM) approach and supersize the value and CX across the entire Cisco technology lifecycle — supporting customers from pre-sales through to aftercare services. This approach harnesses the power of Cisco technology to help our customers achieve their goal of successful business outcomes, and means together we can achieve up to 2.5x software growth and an increase of 3x renewal rates.
The Power of Cisco Lifecycle Advanage and CX together
With CSM methodologies, we can further enhance our customers’ experience by helping them understand, use, engage, adopt and optimize their Cisco technology to have maximum impact on their business. Our customers’ success becomes our success when they see the improved performance from Cisco technology and renew their subscriptions, continuing their Cisco journey.
With Cisco Lifecycle Advantage, partners have an engagement program that centers on important milestones in the life of a customer. Lifecycle Advantage uses co-branded and data-triggered email automation, providing a simple and efficient customer engagement model that promotes adoption, simplifies renewals, and upsells to the latest, higher-value solutions. Using the LCA program in addition to a CSM strategy helps to further improve CX.
Benefits to our Partners of applying the CX methodology and achieving customer success:
Improved customer loyalty driving better Customer Lifetime Value
Higher renewal rates and more incremental renewals
Deeper customer relationships with a more in-depth understanding of customer needs
Greater opportunity for customers to become advocates and help drive net new business
New sales from cross-sell and expansion selling
Benefits of CX methodology for our customers:
Reduced time to value due to an improved understanding of Cisco technology
Increased return on investment by achieving optimized technology use
Tangible and faster impact on business outcomes
Increased business agility powered by trusted Cisco technology
Support of business vision, with a deep Partner relationship
Greater opportunity for innovation throughout the organization
CX + Lifecycle Incentives through the customer lifecycle journey:
Get rewarded throughout the lifecycle with the available incentives from Cisco:
Solution Starter: Onboard and Implement
52% profitability comes
after the initial sales
Cisco Lifecycle Starter helps you jumpstart the lifecycle journey
Cultivate ongoing
customer relationships
Deliver the full potential of solutions to differentiate your practice and drive customer satisfaction
Use
Earn rebates for activating and scaling software in a production network
Proof of performance based on software submitted via Proof of Performance process or through telemetry
Fixed incentive
for payment predictability
Quarterly payments that you can attribute to relevant business cost centers
Adopt Incentive
Continue earning rewards for driving adoption success
New tiered model – earn higher incentives based on your investment and performance
New performance metrics
Eligibility requirements include Customer Experience Specialization or Advanced Customer Experience Specialization PLUS Advanced Architecture Specializations
Expand Incentive
Get rewarded for expanding software bookings that result from your adoption success
New tiered model rewards you more for higher investment and better performance
New simplified Lifecycle Incentives offers
Eligibility requirements include Customer Experience Specialization or Advanced Customer Experience Specialization PLUS Advanced Architecture Specializations
Get rewarded across the Lifecycle
Expand opportunity
Business outcome
Development in production network
Implement and connect
Value realisation check list
Onboard and Implement
Up to $30K
Enterprise agreement
Use (Activate)
Up to $62.5K
Advanced architecture
Adopt
Up to $100K
Expand + Renew
VIP
Customer Experience specialization
Partner payment
and investment
