Paul Ferguson, Partner Success Manager at Cisco
Don't have time to listen to the full podcast with Paul? No worries!
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
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Key quotes (play the relevant audio link to hear Paul expand on each point):
I think if you're an organisation that claims to be “partner centric” then you've got to have processes in place to help you or your partners be successful and that's effectively what we do.
There are a number of very intensive activities that you do with customers and if you're trying to reach all of them then your Customer Success Managers won't scale. This is where I believe virtual and digital teams come in.
Our strategy doesn't change (whether a client is using our hardware or software) and the reason why is because it doesn't matter who the customer is or how you're interacting with them, there’s an experience there. Whatever you’re doing, there’s an experience that you have to influence, there’s a customer that it's invested in you and you need to invest in them to make sure they get value from the purchase.
Learn more about the "VALUE" Framework Checklist
Read the full podcast transcript below (please note that in some cases the wording has been slightly altered for ease of reading but the emphasis remains exactly the same):