The 3 stories hear are real posts captured from WebEx customers by our ABC Agent, simple tags are applied as they are located, ABC type, product or group, and priority. These are automatically pushed into our social automation engine (Social Hub) which uses 1000s of different combinations or conditions to trigger various rules and actions. These are then routed to appropriate teams, i.e. support, PR, marketing, legal, sales, etc. The product or group tag enables it to be routed to the appropriate team, and priority helps recommend a time-frame of response, or helps trigger escalations when necessary (i.e. legal, P1, alerts legal and PR teams immediately). The social hub is a large library of real-time if-then statements that listen for various conditions and creates many actions, including assigning to teams. In this example, the angry post about webex, was routed to webex PR, who responded and ultimately delighted the customer who then reposted a “buzz” or praise of Cisco. This post was then tagged as buzz, webex, p3. Buzz posts are used to highlight positive customer or advocate comments on our Cisco.com product pages.
Sales cycle 1 to 5 – different interactionsReactive or proactive….Need to talk to customer / partner (customer vs partner led conversations)Focus on Information.Pre-call activity >>> call customerReactive >>> Partner led >> call inWorkaround is the norm.. >>> “my customer view”Example: Go” campaign lots of time to prepare…example for 1 account: - Whiteout campaign – 45 min detailed search per partner - zero spent accounts across the board - build a manual heat-map - technology gapWhere is the white space within existing customer?Existing tool in EMEAR >>> CubeMarketing campaign to upgrade ABC…- get an xls with existing 7200’…why data is not available? Why this is done only during a campaign?...we should call right now..
Sales cycle 1 to 5 – different interactionsReactive or proactive….Need to talk to customer / partner (customer vs partner led conversations)Focus on Information.Pre-call activity >>> call customerReactive >>> Partner led >> call inWorkaround is the norm.. >>> “my customer view”Example: Go” campaign lots of time to prepare…example for 1 account: - Whiteout campaign – 45 min detailed search per partner - zero spent accounts across the board - build a manual heat-map - technology gapWhere is the white space within existing customer?Existing tool in EMEAR >>> CubeMarketing campaign to upgrade ABC…- get an xls with existing 7200’…why data is not available? Why this is done only during a campaign?...we should call right now..