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To be relevant, customer success organizations must show a return on investment back to the business. In almost all cases, budgets will not allow support all your customers that would benefit from your adoption efforts. This requires you to make some tough decisions about which customers you engage and which customers you do not engage. With over 2,000 customers subscribed to Cisco’s Smart Services portal, combined with limited customer success resourcing capacity, Cisco developed a customer segmentation and prioritization methodology that delivers a simple, yet effective, model to funnel customers into optimal customer success routes of engagement that maximizes the return on investment to Cisco through expand opportunity identification.
You will leave this session with an understanding of how Cisco effectively segments its customers into high-touch and low-touch customer success routes and prioritizes within those routes to maximize ROI.
Sr. Manager, Global Customer Success, Cisco Systems
Publish Date: October 19, 2016
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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