SuccessXpert – A Partner Ready CSM Tool (Coming Soon)

SuccessXpert – A Partner Ready CSM Tool (Coming Soon)

Cisco rewards Partners for developing customer success practices and creating value across the customer experience (CX) lifecycle, from the start through activation, adoption, and expansion. To achieve Cisco Advanced Customer Experience Partner Specializations requires substantial investment in the people and organizations, automation tools, processes, and data analysis.

While Customer Success Management (CSM) tools exist, they are generic and were not designed to handle the multi-faceted complexity of the IT industry. These generic tools require manual uploads and substantial customization, which is time-consuming and expensive. In addition, these tools do not have automated access to the Cisco databases and systems needed to compile the data and logic required to effectively manage the Customer Success (CS) process. As a result, in addition to time spent on customization, Cisco Partners must perform time-consuming manual tasks to gather the required information. Because of manual data-gathering and the need to continuously do manual uploads, some partners are just investing in CSM tools to pass the audit, rather than to manage the customer experience on an ongoing basis, which is not an economical value proposition.

Enabling Customer Success & Customer Experience teams to manage their CX motions

You may have seen Ittai Bareket’s blog earlier this month “Is automating your Customer Success keeping you up at night?” He announced Netformx SuccessXpert as a Cisco Partner-ready Customer Success Management platform that enables Customer Success and Customer Experience teams to manage their CX motions to:

• Automatically calculate the required customer success Health Scores
• Simplify and scale customer interactions according to the Partner’s custom playbooks
• Deliver customized Alerts and Notifications
• Complete steps to ensure Cisco Lifecycle Incentive (LCI) rewards are earned
• Ensure the customer’s desired business outcomes are realized
• Comply with Cisco Customer Experience Advanced Specialization automation tool requirements
• Provide automated Cisco data feeds for subscription, utilization, incentives, Lifecycle Incentive activity and order data, thereby eliminating manual uploads

Consistent, ongoing access to Cisco data

Based on years of partnership with Cisco and enabling partners to manage their Cisco business, Netformx SuccessXpert automatically integrates with multiple Cisco tools and systems, and correlates and analyzes the customer and Deal data in a single platform and dashboard. This eliminates the need for manual uploads from various Cisco data sources to manage customer data, develop Health Scores, or identify upsell opportunities. It is one more step—that leverages our deep understanding of Cisco programs and partner needs—in helping Cisco Partners increase profitability and provide a better customer experience. See the SuccssXpert Datasheet for more information. We look forward to sharing