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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.

Presented By:

Kyle Watts

Global Customer Success, Cisco Systems

Publish Date: October 24, 2017

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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