Cisco makes the world’s best collaboration solutions and technologies with their WebEx meeting software, Jabber for soft phone, IM and presence, Telepresence in room HD audio/video systems, and the new email killer Spark. However Cisco learned that just making the best products and services isn’t enough to ensure it gets used, and they had big customer adoption problems. Cisco engaged LIFT to help design a program that incentivized Cisco’s global partner network to help customers with adoption of their colloration technology and ultimately increase their ROI from Cisco technology.
Cisco started with a series of partner incentives to pay partners to begin delivering adoption services to end customers. LIFT then helped Cisco develop a 10 step partner adoption process that would anchor this partner transformation, then design a series of workshops that would be delivered around the world and virtually to educate the partner on the business opportunity adoption services provided and best practices for delivering. Finally LIFT designed and delivered a coaching program where Cisco could nominate priority partners to get one on one coaching to help design the partner’s unique adoption processes and offers, and get started with their first customer engagements.
Cisco’s Collaboration customers have substantially increased adoption of their owned technology and therefore increased the value they receive from Cisco’s solutions, but more importantly LIFT prepared Cisco for the future by engaging Cisco’s partners in solving this problem. Prior to the program, very few partners had a formal adoption practice focused on Cisco Collaboration, now there are hundreds and soon thousands.