Customer Name:
Cisco
Industry:
IT
Location:
San Jose, California
Number of Employees:
72,790
Cisco needed to boost subscription-based sales. Techworkers delivered with customer success practices for partners.
KEY TAKEOUT
As a hardware company, Cisco faced declining product margins and increasing competition from software-based technologies. A high-stakes strategic bet by the company’s management saw Cisco re-focusing on software and services, opening the door to new shareholder value. Techworkers helped make it happen.
EXECUTIVE SUMMARY
Cisco needed to boost subscription-based sales. Techworkers delivered with customer success practices for partners.
KEY TAKEOUT
As a hardware company, Cisco faced declining product margins and increasing competition from software-based technologies. A high-stakes strategic bet by the company’s management saw Cisco re-focusing on software and services, opening the door to new shareholder value. Techworkers helped make it happen.
EXECUTIVE SUMMARY
Customer Name:
Cisco
Industry:
IT
Location:
San Jose, California
Number of Employees:
72,790
Cisco’s Customer Success implementation has accelerated our evolution toward a subscription and recurring-revenue business model. In a short period of time, we have seen a significant positive impact on customer outcomes and value, customer retention, Cisco revenue, and partner revenue. We have also found that Customer Success is a competitive differentiator in the market. Any delays to implement Customer Success is a guaranteed approach to losing customers and revenue.
ED DALY
SENIOR DIRECTOR OF GLOBAL CUSTOMER SUCCESS
CISCO
CHALLENGE
-
- Cisco’s industry is shifting from upfront procurement to usage-based / renewal sales models
-
- Cisco’s channel partners required significant transformation to respond to this shift
-
- Cisco faced declining revenues unless the company and its partners could quickly implement customer success as a best practice
SOLUTION
-
- Techworkers took Cisco’s customer success strategy and used it to develop a customer success practice-enabling infrastructure
-
- This could be used by Cisco and partner customer success managers to initiate and maintain high-touch customer engagement beyond sales
-
- Techworkers’ project management enablement efforts spanned training content and development, process development, data analytics and reporting, system and tools inception and scaling, and communications and change management globally
RESULTS
-
- Partners can plan their return on investment (ROI) and competitive industry standing with Techworkers-developed ROI and index tools
-
- Cisco’s recurring revenues have grown to make up a third of total sales
-
- Some partners are now achieving 60 percent recurring revenue
-
- Cisco and its partners face lower risk of customer defection
-
- Lead generation quality and volume has improved
CHALLANGE
-
- Cisco’s industry is shifting from upfront procurement to usage-based / renewal sales models
-
- Cisco’s channel partners required significant transformation to respond to this shift
-
- Cisco faced declining revenues unless the company and its partners could quickly implement customer success as a best practice
SOLUTION
-
- Techworkers took Cisco’s customer success strategy and used it to develop a customer success practice-enabling infrastructure
-
- This could be used by Cisco and partner customer success managers to initiate and maintain high-touch customer engagement beyond sales
-
- Techworker project management enablement efforts spanned training content and development, process development, data analytics and reporting, system and tools inception and scaling, and communications and change management globally
RESULTS
-
- Partners can plan their return on investment (ROI) and competitive industry standing with Techworkers-developed ROI and index tools
-
- Cisco’s recurring revenues have grown to make up a third of total sales
-
- Some partners are now achieving 60 percent recurring revenue
-
- Cisco and its partners face lower risk of customer defection
-
- Lead generation quality and volume has improved