Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

How to Create Customers for Life

597 views

Published on

In today's interconnected and knowledge-based economy, your survival depends on how quickly and securely you can respond to customer needs. Learn how Cisco enables you to support your customers, serve them better, and engage them for life.

Published in: Business
  • Be the first to comment

How to Create Customers for Life

  1. 1. How to Create Customers for Life Today’s host Nichole Lemieux Senior Digital Experience Manager Customer Experience, Connected Digital Interactions Cisco
  2. 2. © 2018 Cisco and/or its affiliates. All rights reserved. Customer success methodology People Process Platforms Content Analytics
  3. 3. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. Cisco SuccessHub On demand webinars, videos, infographics, blogs, whitepapers and much more! Visit SuccessHub
  4. 4. How to Create Customers for Life Today’s presenter John Stone Senior Manager Digital Experience & Analytics Cisco
  5. 5. © 2018 Cisco and/or its affiliates. All rights reserved. Tesla
  6. 6. © 2018 Cisco and/or its affiliates. All rights reserved. Service
  7. 7. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved.
  8. 8. © 2018 Cisco and/or its affiliates. All rights reserved. Meet today’s customer Empowered and knows what he wants and he wants it now. Values quality content that is personalized and directly addresses pain points. A positive experience is his top priority Informed, connected, and digitally driven
  9. 9. © 2018 Cisco and/or its affiliates. All rights reserved. Knowledge-based economy
  10. 10. 70% of buying decisions are based on customer experience Source: Forbes BrandVoice
  11. 11. © 2018 Cisco and/or its affiliates. All rights reserved. Enhancing customer experience Digital support Solution experience Personalization
  12. 12. © 2018 Cisco and/or its affiliates. All rights reserved. Fueling opportunities: Customers for life Increase sales Reduce churn Better customer information Block competition
  13. 13. © 2018 Cisco and/or its affiliates. All rights reserved. The road to success begins with Lifecycle Advantage Adopt Welcome AttachExpand Renew Refresh
  14. 14. © 2018 Cisco and/or its affiliates. All rights reserved. Realizing value with Smart Net Total Care Welcome Getting started Self-service registration help Onboarding complete Feature education Smart tips bulletin Re- engagement Renewal Welcome Adopt Expand Refresh Renew
  15. 15. © 2018 Cisco and/or its affiliates. All rights reserved. 0 1000 2000 3000 4000 5000 Before digital engagement After digital engagement No Smart Net Total Care utilization Smart Net Total Care utilization 0% 10% 20% 30% 40% 50% 60% 70% Q1 18 Q2 18 Q3 13 Q4 18 FY18 Digital touch renewal rate No digital touch renewal rate The impact of digital engagement
  16. 16. © 2018 Cisco and/or its affiliates. All rights reserved. Live • Smart Net Total Care • AMP For Endpoints • UCS Director • UCS Central • Next Generation Firewall • Identity Services Engine Coming soon • Email security • Web security Cisco solutions and offers supported by Lifecycle Advantage
  17. 17. © 2018 Cisco and/or its affiliates. All rights reserved. Sign up for Lifecycle Advantage  Register  Select journey steps  Upload logo, value statement, customer response option  Designate admin  Login and review opportunity data monthly  Set thresholds  Exclude customers  Add contacts  Co-branded campaigns run automatically  Results and leads sent to partner admin Sign up Review data Automation
  18. 18. @CiscoPartners Let us know what you think! customersuccesstalk@external.cisco.com © 2018 Cisco and/or affiliates. All rights reserved. Cisco public.
  19. 19. © 2018 Cisco and/or its affiliates. All rights reserved.© 2017 Cisco and/or its affiliates. All rights reserved. Upcoming sessions Solving for CX: Using Data to Personalize Experiences September 25, 2018 Discover how you can gain deeper insights into customer preferences, and how data can help you personalize engaging experiences that resonate with your customers. Borderless Business: FreeingYour Organization from Silos October 9, 2018 Learn how to help employees see beyond a "silo mentality" and embrace an open culture in the workplace. Sign up for a webinar© 2018 Cisco and/or affiliates. All rights reserved. Cisco public.

×