Making It Easy at Cisco – Walker Summit 2014

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At the 2014 Walker B-to-B Customer Experience Summit, Cisco SVP of Technical Services Joe Pinto presented on Cisco’s initiative to make it easier for customers and partners to do business.

Here at Cisco, we take customer listening seriously. From the Global Annual Customer Satisfaction Survey to customer advisory boards to social media monitoring – and other avenues – we are constantly listening to what our customers and partners tell us they need from Cisco to enable their business success. Learn more about Cisco's Ease of Doing Business Initiative: The We’re Listening Blog Series.

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Making It Easy at Cisco – Walker Summit 2014

  1. 1. Making it Easy at Cisco Joe Pinto Senior Vice President, Technical Services, Cisco Systems April 30, 2014
  2. 2. Cisco Confidential 2© 2013-2014 Cisco and/or its affiliates. All rights reserved. Our story begins with a wake-up call In 2011… Later that year, we miss our annual EoDB target, negatively impacting bonuses of every employee Walker tells us our #1 position is at risk because of our EoDB scores
  3. 3. Cisco Confidential 3© 2013-2014 Cisco and/or its affiliates. All rights reserved. Why the alarm? The loyalty equation
  4. 4. Cisco Confidential 4© 2013-2014 Cisco and/or its affiliates. All rights reserved. John Chambers Cisco Live 2011 “We will fix this and I know just the guys to do it”
  5. 5. Cisco Confidential 5© 2013-2014 Cisco and/or its affiliates. All rights reserved.
  6. 6. Cisco Confidential 6© 2013-2014 Cisco and/or its affiliates. All rights reserved. How We Got Started John, This is Joe Pinto with the monthly update on Ease of Doing Business work being done across Cisco. Our Q1 performance against the EoDB metric in the Customer Sat survey is up year-over-year from 4.17 to 4.22 – an early indication that Cisco’s commitment toward ease of doing business is finding its way to the market.
  7. 7. Cisco Confidential 7© 2013-2014 Cisco and/or its affiliates. All rights reserved. Service Contract Management Meeting Delivery Needs Registration, Onboarding, & Access Management Order Management Pricing, Negotiation, & Deal Approval Software Licensing Digital Experience Technical Support Today’s EoDB program Executive Sponsor Business Lead
  8. 8. Cisco Confidential 8© 2013-2014 Cisco and/or its affiliates. All rights reserved. EoDB Program Team Structure Program Sponsors Program Office
  9. 9. Cisco Confidential 9© 2013-2014 Cisco and/or its affiliates. All rights reserved. We’re making progress on this journey… Achieved EoDB goal in FY12 and FY13 On track to achieve our FY14 goal No longer a requested agenda item on customer advisory board meetings Recently recognized for having an industry leading EoDB program
  10. 10. Cisco Confidential 10© 2013-2014 Cisco and/or its affiliates. All rights reserved. Cross-functional and cross- geo sponsorship Decisive action on obvious breakdowns in the experience that can deliver quick relief An holistic understanding of the customer & partner experience from the outside-in Attributes of a Leading EoDB Program
  11. 11. Cisco Confidential 11© 2013-2014 Cisco and/or its affiliates. All rights reserved. Customer loyalty Efficiency ROI
  12. 12. Cisco Confidential 12© 2013-2014 Cisco and/or its affiliates. All rights reserved. Our story started in 2011. But it doesn’t have an ending. Ease of doing business is a way of doing business.
  13. 13. Cisco Confidential 13© 2013-2014 Cisco and/or its affiliates. All rights reserved. 10. Don’t ignore the problem hoping it will go away: get the data and have the real internal conversations 9. Get serious: make a public commitment to customers and (if applicable) partners 8. Keep focused: set expectations that this is a multi-year journey and keep it top-of-mind for the organization 7. Start small and scrappy: get some low hanging fruit, build momentum, publicly recognize the folks already doing great work 6. But don’t stay small and scrappy: Build a process and structure to move the big rocks 5. Big change doesn’t have to mean big effort: simple policy or process changes can make a big difference 4. Get executive buy-in early and often 3. Measure progress and celebrate the wins along the way 2. Include customers: don’t guess what EoDB means to them, ask 1. You’re never done: build an EoDB structure that’s sustainable and embedded into the business. Think culture, not project. Top 10 Learnings
  14. 14. Cisco Confidential 14© 2013-2014 Cisco and/or its affiliates. All rights reserved. Questions?
  15. 15. Thank you.

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