Conference Presentation

The Road to Customer Success

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Cisco is groundbreaking when it comes to customer success, and their journey involved a significant process. This presentation will show the road that Cisco went on to develop their Customer Success organization. Many steps were involved to create this customer success journey, including developing the need, benefit, expand leads, customer value and sales demand, renewal impact, return on investment, etc. Through this process, Cisco developed a trademarked Cisco Adoption Value Framework (TM) which is used to take a customer from Land to the Adoption and Expand motion. This presentation was given at the Pulse conference in conjunction with input from TSIA representatives.

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Peg Rodarmel, SVP, Subscription Services, Infor

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