Conference Presentation

Customer Success: Leverage Product Usage and Consumption Analytics for Customer and Business Value

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In this breakout session, Tony Brucha, director customer success, and Roxana Fitzmaurice, senior manager, Global Enterprise Theatre (GET) accounts at Cisco WebEx, will describe the WebEx customer success function and the application of Usage Analysis Scorecards and Templates as part of the Lifecycle Account Management process (Onboard, Adopt, Expand, Renew). The Usage Analysis Scorecards and Templates are leveraged to increase collaboration platform adoption, lead generation, and upsell and cross-sell opportunities for some of Cisco WebEx’ largest customer accounts. Tony and Roxana will describe the usage data collected, the analysis and comparisons conducted by customer and industry verticals, and the adoption services activities undertaken with the customer which result in effective customer value, business reviews, and increased business revenue.

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