Cisco Unveils Online Customer Satisfaction Tool to Provide Certified Channel Partners With Competitive Advantage.Business Editors/High-Tech Writers LAS VEGAS--(BUSINESS WIRE)--April 5, 2001 New Tool Provides Partners with Real-Time Access to Customer Satisfaction Data Partner Summit 2001 -- Cisco Systems “Cisco” redirects here. For other uses, see Cisco (disambiguation). Cisco System,Inc. (NASDAQ: CSCO, HKSE: 4333 ) is an American multinational corporation with 54,000 employees and annual revenue of US $28.48 billion as of 2006. , Inc., the worldwide leader in networking for the Internet, today unveiled an online customer satisfaction tool that provides its certified See certification. channel partners with a key competitive advantage: real-time access to customer satisfaction data. The new Partner Access OnLine (PAL (1) (Programmable Array Logic) A type of programmable logic chip (PLD) that contains arrays of programmable AND gates and predefined OR gates. PALs are defined by their number of inputs and outputs; for example, a 22v10 PAL means 22 inputs and 10 outputs. ) tool is based on the same technology Cisco uses to monitor and improve its own customer satisfaction. "At Cisco, our number-one goal is customer satisfaction," said Kevin MacRitchie, vice president of Worldwide Channels Technical Operations at Cisco Systems. "We view our channel partners as a direct extension of our company and therefore want to empower empower verb To encourage or provide a person with the means or information to become involved in solving his/her own problems them with the same tools and knowledge we use to drive customer satisfaction. Much as it has for us, the PAL tool will enable our channel partners to improve customer relations and generate strong loyalty, two elements we believe are critical for success in the Internet economy The Internet Economy refers to conducting business through markets whose infrastructure is based on the Internet and World-Wide Web. An Internet economy differs from a traditional economy in a number of ways, including: communication, market segmentation, distribution costs, and price. ." Channel Partner Program The PAL tool is a critical component of the recently introduced Cisco Channel Partner Program, which is the updated version of Cisco's Partner Certification program. This new program focuses on helping partners create a sustainable business A business is sustainable if it has adapted its practices for the use of renewable resources and holds itself accountable for the environmental and human rights impacts of its activities. model in a fast-changing business environment where customers require value-added services A value-added service (VAS) is a telecommunications industry term for non-core services or, in short, all services beyond standard voice calls and fax transmissions. , focused technical or service expertise and higher levels of satisfaction. "When we launched our new Channel Partner Program, we promised our partners that we would provide them with the same tools and `best practices' we use to be successful," said Tushar Kothari, vice president, Channels at Cisco Systems. "Today we are delivering on our promise. The PAL tool is essential to helping our channel partners monitor and improve customer satisfaction." Partner Customer Satisfaction Data Cisco partner customer satisfaction is a quantitative evaluation of channel partner presales Presales is the activity that qualifies in or out a prospect. Such an engagement with a prospect starts from the first point of interaction until an outcome has been reached. and postsales support. To gather the data, Cisco hired an independent company to survey end-customer experiences with Cisco channel partners. This ensures an objective customer satisfaction score, which Cisco channel management now uses to measure the effectiveness of its channel programs. The PAL tool promises to significantly enhance the accessibility of this valuable customer satisfaction data by providing real-time, Internet access See how to access the Internet. to all Cisco certified partners. The end-customer satisfaction data includes overall analysis of partner account team performance, responsiveness, communications, systems engineer availability and skill levels, and ability to diagnose diagnose /di·ag·nose/ (di´ag-nos) to identify or recognize a disease. di·ag·nose v. 1. To distinguish or identify a disease by diagnosis. 2. and resolve problems. Partners will also gain access to aggregate results by worldwide theatre. By reviewing the data, partners can evaluate, from a customer perspective, how they are viewed in the marketplace so that they can evaluate themselves against comparative data. This information will also enable partners to make informed decisions about where to target resources. Availability Until Cisco certified channel partners begin accessing the PAL tool in June, they can gain customer satisfaction data through their Channel account managers. About Cisco Systems Cisco Systems Inc. (Nasdaq:CSCO CSCO Cisco Systems Incorporated (stock symbol) CSCO Chief Supply Chain Officer ) is a worldwide leader in networking for the Internet. News and information are available at http:// www.cisco.com. Note to Editors: Cisco, Cisco Systems and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. or its affiliates in the US and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any of its resellers. |
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