Cisco Lifecycle – Customer Experience

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Our Cisco Customer Success Lifecycle-first approach helps our Partners,
and their end customers succeed in a SaaS digital-first world, realising the full value of
business outcome solutions, sustainably.

 

Comms-care believes in a true lifecycle approach to Customer Experience, becoming responsible for success, with a day zero strategy, orchestrating business transformation and bringing together vision.

In today’s competitive subscription economy, customers who do not see value from their investment will quickly switch providers, generating churn. Because the economic value of a customer is realised over time, continued success will depend on how well the service contributes to a customer’s business outcomes.

Success begins with demonstrating value while actively enriching the customer’s experience. Creating an outcome-focused conversation starts with the partner on the path to realizing a customer’s lifetime value.

Comms-care’s Cisco Lifecycle-first approach centres on important milestones or phases in the lifecycle of a customer engagement, ensuring cadence and aligned touchpoints are active throughout, creating a continual improvement flow.

 

Let’s take some time to explore each stage and understand the customer journey

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Onboard

Comms-care: Change Management, Process Workshops

Cisco: Technical Planning

Implement

Comms-care: Process and goals plan

Cisco: Technical device onboarding

Use

Comms-care: Be an ambassador – promote, and how to benefit

Cisco: Technical use case planning

Adopt

Comms-care: Training and enforcement of new features

Cisco: Technical adoption planning

Optimise

Comms-care: CX meetings, barriers, success planning, lifecycle management

Cisco: Technical use review

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Business Outcomes Delivered – Architecting change
Generate Revenue
  1. Digital Transformation
  2. Enable Business with new technology
  3. Grow Revenue / Increase Profitability
  4. Grow via expansion
  5. Business Innovation
Reduce Costs
  1. Optimise productivity
  2. Improve end user experience
  3. Reduced Total Cost of Ownership
Reduce Risk
  1. Improve Reputation and Brand
  2. Enhance Security
  3. Demonstrate Compliance
  4. Improve end-to-end Customer Experience / Customer satisfaction
  5. Differentiation

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Introducing the Cisco Lifecycle Team
Andy McDonald

Cisco Customer Success Manager

Natalie Naudo

Cisco Vendor Alliance Manager

Renato Lilliu

Cisco Services BDM

Jamie Hurst

Cisco Renewal Manager

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The Value of Customer Experience
Align to Business | transform | scale to improve

We can help to modernise and monetise your services in innovative ways. We align a CSM (Customer Success Manager) who will, consultatively, with an outcome focussed approach, help the Customer to accelerate time to value and achieve adoption success.

We understand that a key aspect of success lies in delivering exceptional customer experiences. To achieve this, we employ a strategic approach that revolves around the lifecycle team, including a Customer Success Manager (CSM).

Our CSMs plays a pivotal role by engaging in initial qualification and conversations with customers, gaining a deep understanding of their needs and goals, driving loyalty, awareness, and differentiation. The CSM focuses on translating these commercial and technical requirements into effective business outcomes and technology solutions.

The health of your customers is an essential indicator of the value they derive from your products or services and will be measured by actionable telemetry to guide the Customer through the lifecycle. Key factors that govern customer health include value realisation, time to value, retention, and advocacy. By actively prioritising customer success, our aim is to prevent customer churn and make renewals a seamless process.

Sound interesting? For business opportunities or to find out more information, get in contact with the team on
ciscolifecycle@comms-care.com or call us on +44 (0) 870 2644303.

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