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Cisco: The Evolution of the Customer Experience
Author: Nick Watson, Cisco International Ltd.
Presentation Handout | February 28, 2010
As large companies search for growth, they turn to markets outside their traditional mature? country markets, toward emerging country markets. This is well understood. The degree to which our customers are already global in culture (very rare), global in intent (still not the norm), or multinational (more typical today) needs to be understood and aligned with to be considered a strategic supplier. At Cisco we have an evolutionary process, aligning our Global Accounts Programme with the needs and maturity of our customer's own global footprint. Because we are Cisco, we of course use technology to ensure we have consistency and intimacy regardless of scale right across the globe. You will learn: * What your customer needs your company to understand * Why driving change through consensus is hard, but better than by dictating * How to align account representation and internal operations to increase customer success * Why an enhanced customer collaboration process can generate quick returns * What is needed to quickly mobilise the internal resources of the company to fulfil newly uncovered customer opportunities * How to scale a high level of customer excellence to 10s or 100s of accounts
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