Support as leader in innovation (cisco no hold 050112)-slideshareversion
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Customer Case Study with Cisco. Support is one of the closest organizations to the Voice of the Customer. Intelligence collected during a support interaction provides valuable insight for marketing, product development, engineering, and more. The challenge is that information is siloed and not transformed into measurable ROI. noHold's customer, the leader in networking devices, has found a way to break the mold and create a paradigm shift by syndicating opportunities across all business units.
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Support as leader in innovation (cisco no hold 050112)-slideshareversion
- 1. Cisco Case Study Positioning the Support Organization as the Leader in Innovation Tarik Mahmoud | Cisco Diego Ventura | noHold May 8th 2012
- 2. Speakers Tarik Mahmoud Diego Ventura Sr. Manager Cisco CEO noHold 2
- 3. noHold, Inc. 3
- 4. Benchmark John Ragsdale VP of Technology Research - TSIA According to the 2012 Support Services Benchmark: • Nearly a quarter of all service incidents, 23%, require expertise and/or training on another vendor’s products to resolve. • And, these incidents take a third longer (32.9%) to resolve than incidents concerning the company’s’ own products. 4
- 6. Confederated Knowledge™ (CK) Charter Lexmark McAfee RIM Cisco Symantec Verizon TWC Dell D-Link Comcast Intel Motorola NETGEAR Lenovo 6
- 7. Benefits • Consumer Promise: The solutions they need, on their own terms and where they want them • A more effective enterprise and happier customers • CK: Support across companies boundaries 7
- 8. Support Drives Innovation Social Networks Support Site eStore & Resellers Call Center Virtual Agent Metrics for: Sales, Marketing and Engineering Confederated Knowledge™ 8
- 9. Support Drives Innovation • One change affects all aspects of a Business Unit. • Easy to transform the voice of the customer into measurable ROI. • Support drives innovation 9
- 10. It is about the Customer! • Customers expect companies to offer multiple support channels 10
- 11. Do you know your customer? • Customer Segment – Understand who they are • Educational/technical background • Demographics – Understand how they use your product • Support needs • Channel selection – Understand their expectations • Engagement experience • Service Delivery 11
- 12. Customer Attributes 12