To help partners further "organize," Cisco will also be launching a Customer Success Specialist certification next year, he said. Cisco launched its Customer Success Manager certification in August, as well as its Renewal Manager Verification exam, which were both greeted with "terrific reception" by the channel, Mishra said. Hiring and training customer success managers, Mishra said, is the next step. The company is now taking its own blueprint and exposing it to partners, which will help channel organizations operate their lifecycle businesses and drive more digital renewals, Mishra said. More than 240 partners have already achieved the specializations, all of which having already graduated from Cisco's Lifecycle Advisor Program.Ĭisco has laid out the roles required for partners looking to build a lifecycle practice, including customer success manager and customer success specialist positions. Cisco kept promises it made at last year's partner summit by launching its first business specialization the Customer Experience (CX) specialization and Advanced Customer Experience specialization in August, aimed at helping partners monetize lifecycle opportunities. In a crowded landscape, partners need to differentiate. To that end, Cisco is launching its Customer Success portfolio, including a Customer Success Specialist individual certification, said Rajat Mishra, senior vice president of product management, customer experience at Cisco.
Partners that increase their Cisco customer retention by 5 percent increase their profitability overall by 25 percent, but these solution providers need help operating, organizing, and monetizing lifecycle. Cisco is investing in its partner's lifecycle practices through new programs aimed at boosting partner profitability, the networking giant said at Cisco Partner Summit 2019. Cisco is hailing its focus on customer experience as its biggest area of joint opportunity with the channel.
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