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Cisco’s shift to a recurring revenue model facilitates delivery of continuous innovation to customers while producing predictable revenue. Cisco’s recently formed Customer Experience (CX) organization brings together professional services, customer success, and renewals functions to engage customers throughout the lifecycle. We’ll focus on the creation of the CX Renewals organization, the key roles, and how they partner with sales and channel partners, including the key policies and operational elements required. Critical to this model is separating renewal business from new and deciding how it will be tracked, compensated, and measured. Transforming across a diverse product, software, and services portfolio is challenging. Executing this shift while simultaneously reorganizing coverage models, roles, and performance measurements amplifies this challenge. In this session, we’ll focus on how Cisco drove alignment to this strategy with clear, strong articulation of policy and metrics in order to connect innovation, customer value, and predictable recurring revenue.
Renewals Strategy & Planning, Cisco Systems
Strategy & Planning Manager, Cisco Systems
Business Operations Manager, Cisco Systems
Publish Date: October 23, 2019
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