Episode 1: Customer Success, Explained
“Customer Success is Managed Services on steroids.” - Anthony Karim, VP, Vendor Management, Ingram Micro
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CX Express Hub
Welcome to the Ingram Micro CX Express! Join me, Bibi Sofowote, as I explore the topic of Customer Success in this multicast series. I sit down with industry experts as they give in-depth information on this increasingly popular topic. Find out what it takes to implement effective Customer Success strategies that will help achieve business objectives.
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Blog: Customer Success, Explained
Interview with Anthony Karim, VP of Vendor Management, Ingram Micro.
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Episode 2: The Impact of Customer Success on Business Practices
[I]t’s a great “time to be alive [with] so many tools and resources available to build a strong relationship with your [business] partner over time.” Sarah Poonawala, Channel Specialist, Ingram Micro
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Blog: The Impact of Customer Success on Business Practice
Interview with Sarah Poonawala discusses the need for multiple touchpoints to maintain customer loyalty.
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Episode 3: Navigating Customer Engagements in Customer Success
“My goal is never to sell the product. I’m not a salesperson. [My goal is] to get [the] information that is required.” - Parneet Mann, Customer Success Manager, Synnapex Inc. – a Cisco Gold Partner
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Blog: Navigating Customer Engagements in Customer Success
Interview with Parneet Mann touches on what is needed to implement an effective Customer Success Plan.
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Episode 4: Addressing Adoption Barriers Part 1
Customer Success is the “undercurrent to how you drive successful adoption.” Rebecca Leach, General Manager of Software for Cisco Canada
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Blog: Addressing Adoption Barriers in Customer Success, Part 1
Interview with Rebecca Leach, General Manager, Software, Cisco, In Part 1 of my interview with her, she lists barriers she typically encounters.
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Episode 5: Addressing Adoption Barriers Part 2
“Culture has to start with the executive leadership setting the tone.” - Rebecca Leach, General Manager of Software for Cisco Canada
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Blog: Addressing Adoption Barriers in Customer Success, Part 2
Addressing Adoption Barriers, Part 2, with Rebecca Leach, Cisco. Discussion on culture barrier. The executive leadership team must set tone and expectation in the organization.
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Episode 6: Key Motions for Driving Customer Success
CMSs should make “sure [they] validate [their] discovery as plans can change along the way...to align with customer objectives.” - Anna Graczyk, Cisco Services Renewal Specialist, Ingram Micro
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Blog: Key Motions for Driving Customer Success
Interview with Anna Graczyk, Cisco Services Renewals Specialist, Ingram Micro. She promotes the idea that vendors should create a full cycle without interrupting their customers business functions
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