In the ever-evolving landscape of technology solutions, staying ahead of the game is paramount for Cisco partners and their customers. For partners, it’s often about taking advantage of the tools and resources available, like the transformative digital platform, Lifecycle Advantage (LCA). A recent webinar featuring Carl Paul, Manager, Customer Success, TD SYNNEX; Jayson Lee, Business Development Manager, Cisco; and Rita Patel, Transformation Specialist Customer Success, Cisco, carefully examined LCA and the value it brings to partners. With a better understanding of this platform and its benefits, partners truly have the capability to navigate better customer success.
LCA, also known as Lifecycle Advantage, is an innovative digital platform designed to maximize profits. The lifecycle journey encompasses various stages, and the ultimate goal is to help customers derive optimal value from their Cisco products and services. LCA serves as a tool that guides customers through this journey, ensuring they reach the pit stops that enhance their product experience and drive renewals, leading to mutual profitability. According to Lee, within LCA, there are two key components—the digital messaging piece and Customer Success.
Previously known as Success Program Insights (SPI), Patel discussed how Customer Success enables partners to gain visibility into their customers’ progress along the lifecycle journey. With an intuitive and customizable interface, partners can filter and analyze data to identify key actions required for customers to advance to the next stage. By proactively engaging customers and leveraging the comprehensive digital playbook provided, partners can drive customer success, ensuring that no customer is left behind. Through Customer Success Insights, partners can also view the risk of non-renewal, identify adoption barriers, and leverage resources such as demos and training materials to overcome any obstacles. The visibility provided by this tool enables partners to tailor their approach, optimizing customer engagement and ensuring long-term success. Whether it is a single customer or an extensive portfolio, the scalable interface of LCA enables partners to monitor and engage with their customers effortlessly, ensuring a seamless experience.
Partners use the insights from Customer Success to track and help move customers through the journey in order to unlock the full potential of Lifecycle Incentives (LCI). LCI 2.0 is just beginning to roll out in Q4 of 2023, and it will be further implemented throughout Q1 and Q2 of 2024. It is set to remove the current limitations on the number of incentives partners can pursue. By utilizing the insights in Customer Success to track telemetry and progress, partners can take full advantage of the enhanced LCI framework. Carl Paul affirmed that these developments will visually demonstrate customer progress and provide partners with a seamless experience, effectively aligning success with incentives.
Additionally, Lee discussed the extension of the SMB promotion that started in March. This is an opportunity for customers to receive a 5 percent discount on select Security and Collaboration solutions. From DUO to Umbrella, and from desk cameras to headsets, this promotion offers enticing savings for customers looking to invest in cutting-edge Cisco offerings. By taking advantage of this limited-time discount, customers can secure their preferred solutions while simultaneously enriching their digital transformation journey.
Lifecycle Advantage LCA creates a powerful framework for partners to achieve remarkable business success with Customer Success and Lifecycle Incentives. LCA provides partners with a digital platform to guide customers through the lifecycle journey, ensuring maximum value and renewals. By leveraging Customer Success, partners gain access to invaluable telemetry data, enabling them to monitor customer progress and deliver personalized messaging. The result? Increased customer engagement, satisfaction, and qualification for lucrative incentives through LCI. Harnessing the power of LCA and the insights provided through Customer Success, partners can navigate a path of unrivaled achievement. For partners who are not yet leveraging LCA and Customer Success Insights, the path to a better customer experience is just a conversation away. Reach out to Carl Paul to learn more at carl.paul@tdsynnex.com.
