Cisco Case Study: Collaboration, Innovation and Mobility - Productivity Triple Play
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Gartner CRM Summit, Washington, DC, 9 Sep 2008 presentation.
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Cisco Case Study: Collaboration, Innovation and Mobility - Productivity Triple Play
- 1. Cisco Case Study: Collaboration, Innovation and Mobility - Productivity Triple Play Susan Bouchard
- 3. The Other Guys Largest U.S. Foodservice Distributor
- 4. Cisco Systems: Worldwide Leader in Networking for the Internet Cisco Products Power the Internet Cisco Runs Its Business on the Internet
- 5. Collaboration Capture and Reuse Knowledge
- 6. Systems Engineering (SE) Community
- 8. Innovation Consolidate and Prioritize Feedback
- 11. Mobility Provide News and Actionable Information
- 13. MSIS User Survey Results Daily 61% Every Other Day 18% Once a Week 6% Bi-weekly 15% Source: MSIS Top 100 User Survey Final Results, 5 January 2007 How Often Do You Access MSIS? Saving How Much Time Per Week? > 1 Hour 32% ~ 1 Hour 38% ~ 30 Minutes 9% < 30 Minutes 21%
- 17. Q and A
Editor's Notes
- Thanks Tom, for that introduction… As Tom mentioned, I currently lead the Collaboration initiative for US Canada Sales Planning and Operations.
- In this session, you will learn how Cisco Sales is leveraging collaboration to capture employee and customer knowledge; innovation to gather new ideas and customer feedback; and mobility to provide immediate access to news and actionable information, and how this productivity triple play is helping Cisco achieve its growth, productivity and experience vision There’s time for Q&A at the end but please feel free to ask questions along the way.
- First, to set our company into context, these trucks belong to the other guys.
- The Cisco I represent builds products that power the internet…
- Let’s start by looking at collaboration to understand how it enables us to capture and reuse knowledge.
- The SE Community’s collaboration site is one example of how Cisco is leveraging collaboration and information sharing with customers, partners and employees. SE’s are working together to build a knowledge base of technology solutions which leverages collective wisdom and best practices to improve strategies, enhance Sales’ credibility, and increase customer loyalty.
- This increased collaboration offers significant productivity value: It consolidates key information in one location, reducing search time The content is rated and comes from trusted sources The wisdom of the crowd is greater than each individual’s contribution It enables us to capture and reuse information New information is constantly being added, so the content continues to improve It provides a wealth of technology content, best practices and lessons learned, so new hires can leverage it to quickly come up to speed. More importantly it helps to improve customer and employee experience and helps to position the company to grow and respond quickly to growth.
- We’re also leveraging Innovation to consolidate and prioritize product feedback from our employees and customers, in a Sales initiative called iFeedback.
- The process is simple: The iFeedback site is used to enter product feature requests Requests are consolidated and ranked on the iFeedback site Product managers review the ranked features Then, prioritized features are developed and released.
- This innovative approach to gathering product feedback provides significant productivity value: Ideas come from employees and customers closest to the products Combined requests are more effective than one-offs Request tracking is improved Product manager responsiveness can be measured, Improved visibility often results in reduced response time
- Mobility provides news and actionable information to our global sales force.
- We’re delivering a number of Enterprise mobile services including Cisco employee news Directory MapQuest, and International Unity Voicemail numbers We’re also delivering a number of Mobile Sales Information Services. These services were added shortly after standard email and calendaring were introduced. This information is delivered as services: Pricing, Order status, etc. and provides information that is critical to Field Sales productivity.
- We surveyed mobility users and over 60 percent of those who responded indicated they access mobile services daily. More than a third indicate that Mobile Sales Information Services save them approximately one hour per week, with nearly a third saving more than an hour per week. Multiplied by over 15,000 sales people, that’s a considerable amount of time.
- So what’s the productivity value of mobility? Mobility provides anytime/anywhere access to news and actionable information Improves responsiveness, Increases customer intimacy Drives higher customer satisfaction Provides competitive advantage as customers know Cisco can support customer needs anytime, anywhere Improves work/life balance, enabling immediate action, accelerating results, and reducing workload at the end of the day.
- Finally, let’s consider the result of combining these three – the productivity triple play
- Cisco has discovered that combining collaboration and innovation and mobility enables productivity acceleration. Customer, partner and employee loyalty is increased through collaborative communities that share information Product strategies are improved and response is faster through an innovative feedback loop Mobility provides immediate access to information improved by Cisco customers, partners and employees Most importantly, the combination of collaboration, innovation and mobility accelerates productivity as business processes are streamlined and transformed.
- Any questions? Thank you for attending…