Success Program Insights

See also What are the Cisco definitions of Solution Domain, Use Case, and Product Name?

Daily data refreshes take place to provide you with the most current and accurate data.

No, a customer will not continue to receive the same notification repeatedly. As part of the digital journey, a customer may receive additional notifications as their telemetry data changes even if they do not progress stages. If a customer is not moving at all, they will continue to receive notifications, with different messaging, to try and help them progress.

New offers are announced in the Lifecycle Advantage Digest email. You have 30 days to apply exclusions before the first digital journey email send. If you are signed up for other Success Programs, we will automatically enroll you in any new Success Programs we launch. But don't worry: You will still be able to review and exclude any accounts or use cases prior to the first email send. Should you wish to unenroll, you can do so within Settings > Journey Settings.

Co-branded digital journeys are sent to both partner-provided contacts as well as Cisco-provided contacts. At this time you cannot exclude sending it to Cisco-provided contacts.

This differs from our process for the Renewals and Growth journeys. For those journeys, if you supply a contact, it will overwrite the Cisco-provided contact so that no message is triggered to that contact.

There is no way to change a Cisco-provided contact. Partners can add their own contact information (up to five) for each use case. All emails added to the contact field are checked for valid email format and checked to make sure the email did not bounce or unsubscribe.

Digital journey playbooks can be viewed here. Digital journey playbooks walk you through each digital touchpoint in the lifecycle. Each email contains resources to help customers onboard, implement, and use the product as well as engage, adopt, and optimize the solution as they advance.

Customer Success playbooks can be viewed in Sales Connect. Customer Success playbooks contain specific information related to exit criteria and resources available to progress the customer through each stage.

• Solution domain: A solution domain is a repeatable, scalable, and templatized structure for delivery of a solution. A solution domain is aligned with sales plays, use cases, or a type of business outcome. It is mapped to the customer outcome scope that can span across multiple architectures and business entities.
• Use case: Use cases are specific technology outcomes and solutions and specific intellectual property that work together to deliver business outcomes across architectures.
• Product Name: Cisco products provide organizations with solutions for everything from networking and data center to collaboration and security.

Daily data refreshes take place to provide you with the most current and accurate data.

Telemetry must be enabled in the product and the customer must opt to share the data with Cisco. Once that selection has been made, telemetry data will then display on accounts where a customer has purchased from a single partner. In cases where a customer has purchased from more than one partner, telemetry data is only displayed when the customer signs a digital consent form. Once the customer completes this form, the partner will receive an approval notification and telemetry data will be available in Success Program Insights.

Begin the digital consent form process.

Numerical values in telemetry data, typically for Integrated Secure Operations, are common across all lifecycle stages to monitor what lifecycle stage a deployment is in, indicate the rate at which a customer has deployed connectors for the solution, and how far along a customer is in successful product adoption.

Some solution domains, such as Campus Network show true/false in place of numerical values because the telemetry data is based on exit criteria that includes a calculation and threshold that must be met to move to the next lifecycle stage.

Risk of non-renewal (only available for Cisco Secure Endpoint, use case Endpoint Protection at this time) uses a data science model that accesses 62 different telemetry data attributes, evaluates these data points to see how a customer is progressing in using Secure Endpoints, and compares it to whether a customer has or has not renewed in the past.

The top six drivers of the risk measurement are:
• License end gap
• Contract line status
• License start gap
• Percent install
• Deployment status
• Exclusion list from the data telemetry points

The wider the previous licensed gap, less installed, and those not actively deployed are more likely to be at risk for renewal.

Health scores are simplified scoring methods measuring usage and adoption. Health scores deliver insights on overall performance, product relationship, and future customer behavior. To calculate a health score, points are awarded for every use case activity or stage throughout the customer lifecycle from purchase through adopt. Most stages are worth 20 points, and purchase and onboard stages are combined to equal a total of 20 points.

The health scores displayed in Success Program Insights are not linked to any certification

Health scores are not available for customers/usecases where telemetry is not currently enabled.

Health scores are based on the total value of points earned within each stage and are calculated as the average score between all active solution domains.

• Red: 0 – 32
If a health score falls between 0-32, the number will be shown in red and indicates the customer is in danger of not using and adopting their investment.

• Yellow: 33 – 65
If a health score falls between 33-65, the number will be shown in yellow, and indicates the customer is at risk of not using and adopting their investment.

• Green: 66 – 100
If a health score falls between 66-100, the number will be shown in green, and indicates the customer is successfully using and adopting their investment.

The insights currently available today in Success Program Insights are stage, days in stage, risk of non-renewal, intent, health score, sales order details, adoption barriers, and four recommended actions, which include “stalled in stage,” “missing or invalid contact information,” “adoption risk identified (email bounced),” and “not enrolled on the digital journey.”

Please note that risk of non-renewal data is available only for Cisco Secure Endpoint at the moment.

If you see true/false values within the telemetry section that means that these telemetry metrics are based on a calculation that connects directly to the stage exit criteria (the tasks a customer needs to complete to progress through the lifecycle). True means that that calculation or task has been met. False means that the partner may need to help the customer complete the task in order to move to the next lifecycle stage.

An exception to that is Cisco Secure Endpoint. It has four regular/raw telemetry data points that do not have a threshold/calculation around them. For Cisco Secure Endpoint, the four points are, login date (date of which a user last logged into the portal), number of licensed connectors (number of connectors a customer has a license for, number of deployed connectors (number of connectors deployed in the customer's environment, and deployment rate (how far along they are in the deployment.)

Days in Stage are calculated using the first booking date, when the use case moves to Purchase. Telemetry data will determine how the lifecycle stages progress and the Days in Stage update. A single use case can have many sales order numbers. The sales order number displayed in Success Program Insights is aligned with the most recent order associated with the use case and therefore may not align with the stage of the use case.

A sales order does not always have a one-to-one mapping to a use case. It's typically a many-to-many relationship, meaning that many sales orders can map to multiple use cases. Furthermore, a lot of events must occur after a sale happens before a customer will show in Success Program Insights, and those events vary by Solution Domain. Here are some of the more common reasons data may not be showing:

1. Not enough time has passed since the sale closed to process the data through the required systems
2. Use case is not activated
3. No TAM assignment
4. Use case is not eligible (don't have all the product keys/PIDs for the use case)
5. Assigned to another partner

Data for customers will be visible in SPI without telemetry being enabled, however; you will only see telemetry data if the customer has their telemetry enabled and digital consent has been provided by the customer.

Yes.

All PIDs needed to achieve the outcome of the use case need to be present for a use case to be eligible.

An adoption barrier, internal or external, is an issue/situation that is preventing the customer from moving one or multiple stages in the lifecycle journey, or from realizing the full value of the product.

Adoption barriers provide highly valuable insights into the issues that a customer is facing. By surfacing those issues, we can make sure that the right teams put the right solutions in place to support the customer. Adoption barriers can be at the account level, the solution domain level, and/or the use-case level.

When there is a CSM assigned, partners will have visibility into the adoption barrier type, reason, next step action owner, and next best action (if that action is on the partner). If there is not a CSM assigned, partners will have visibility only into the adoption barrier type and reason.

An adoption barrier will be closed when the issue identified is no longer preventing the customer from moving to the next stage in the lifecycle journey.

There are three use cases for Cisco Nexus Dashboard Fabric Controller in Cisco Cloud Network products.

1. Fabric Provisioning and Operations with NDFC (DCNM)
2. Software Image Management with NDFC (DCNM)
3. Distributed Networking with NDFC (DCNM)

For a customer to have the Software Image Management and Distributed Networking use cases, they must first have the Fabric Provisioning and Operations use case, which determines the digital journey entry criteria and email progression for all three use cases. We made some minor modifications to the way that these use cases are displayed to support the serial and interdependent nature of the Nexus Dashboard Fabric Controller journey.

The content for each use case has been combined into one journey. Any contacts that you wish to add must be added to the first use case, Fabric Provisioning Operations. Those contacts will automatically receive the content for the other two use cases, if available. Additionally, exclusions and/or the addition of a partner CSM contact applied to the first use case will also extend to the other use cases.

This is an identified opportunity for a partner to help their customer progress along the lifecycle journey. For example, a stalled in stage alert identifies that the customer is not progressing as quickly as they should be. The recommended action is to contact the customer to identify what support they need. It is possible that the customer has an adoption barrier that has caused them to stall.

An alert icon will be visible next to any account where a customer associated with that account has stalled and is no longer progressing through the lifecycle.

Stalled accounts indicate that a customer is not progressing through the digital lifecycle, and ultimately not getting the most out of their investment.

See also What are the recommended days in stage?

Updating customer contacts plays a big role in communicating with customers effectively and efficiently. To update an account or use case contact in Success Program Insights, navigate to and click on the account. The main customer contact will appear at the top of the account tab and can be edited by clicking on the pencil icon. To edit a use case contact, select the use case within the account, navigate to the Use case-specific details section, and click on the Add/Edit next to Contact provided by partner. Be sure to “save” changes to save your edits. You can also update contacts using the Excel download method.

Missing or invalid contacts can prevent customers from successfully moving through the lifecycle. If you have a missing (digital journey) or invalid (bounced) contact in your account, you will receive an alert and recommended action. You will have the opportunity to enter a new contact or update your existing contact. Once completed the alert will disappear. You can also use the “Missing customer contact info” within Quick Filters. Applying that filter will show all accounts without a contact.

You can add or manage a partner CSM's name, email address, and language preferences in two locations in the Lifecycle Advantage platform. CSM assignments can be applied at a Solution Domain level. You can assign all newly added use cases under that solution domain to that CSM by default via the Customer Success section of the Settings tab. CSM assignments for existing use cases will not be changed when using this method.

Additionally, CSM assignments can be made on an individual basis using the Use Case level drilldown in the Success Program Insights tab or using the Excel download/upload function. Cisco will use the information you enter if/when the Cisco team needs to work directly with you to drive customer success. Providing this information is key to enabling Cisco to contact the right person within each of our partners' organizations.

A use case may be missing from an account due to business rules such as total addressable market (TAM) assignment and eligibility. Some use cases may be excluded because customer intent is marked as non-active.

One reason your customer may not be showing the most recent lifecycle stage is due to the data refresh schedule. We pull new data daily (Monday through Friday). There could also be multiple sales orders that feed into a use case and Success Program Insights pulls the most recent. Lifecycle stage and days in stage are based off the most recent sales order.

The customers displayed in Lifecycle Advantage Success Program Insights are rolled up into a higher entity that is being displayed, therefore the customer name that you made the transaction with may not be the same name displayed in Lifecycle Advantage SPI data. Please contact your Business Development Manager to determine which customer it may fall under.

There could be several reasons why you are unable to see customer information in Success Program Insights. The most common reasons include:

1. The customer may have bought solutions through multiple partners (maximum bookings). For example, Cisco DNAC for a given customer can be sold through multiple partners. When this happens, one partner is selected to view the customer's data and take on the recommended actions. Partner selection is determined by looking at bookings across the lifetime of the customer. The partner with the highest bookings amount is the partner that has visibility into the customer's data.
2. The record does not have a Customer Success Executive assignment, and therefore data is not available.
3. The use case is not eligible for data visibility.

Only accounts that have an “alert” will show recommended actions. The types of alerts that may appear are:

1. Stalled in stage
2. Missing or invalid contact info
3. Not enrolled in digital journey
4. Adoption risk identified (email bounced)

This can happen if the use case becomes ineligible or the intentions of that use case change to one that is inactive.

Regressions most commonly occur when there is a change to the exit criteria or the thresholds within. These changes, driven by Cisco, are often made to better understand if a customer is actively engaging and using the product. Additionally, if the exit criteria is no longer being met then regression will happen organically and will be a true representation of regression.

Use cases define the customer journey along the digital lifecycle. Each use case presents manageable steps to help customers progress through each lifecycle stage. Multiple use cases are bundled and organized by solution domains. Solution domains included in CX Cloud become monetized Success Track offers. For example, a solution domain currently in Success Program Insights is Campus Network.

A customer success lead is determined when a partner assigns a Customer Success Manager from within the Customer Success Settings section in Success Program Insights. See also How do I add a partner CSM name? How does Cisco use my partner CSM information?

• Inaccurate data: Some portion of the data (contact, customer, lifecycle stage, use case, etc.) is not accurate, to the partner's knowledge, so they prefer not to send a notification that may confuse the customer.
• I'm not leading customer success: The partner is indicating they do not want a co-branded notification going to the customer with that partner logo because another partner or organization is overseeing that customer's product adoption.
• High touch / managed service customer: This is a high touch account that a partner wishes to manage independently and does not want Cisco to contact, or it is a managed service customer.

To provide account-level exclusions, simply check the box to the left of the company name. Note that including/excluding customer accounts will override previous individual use case preferences within the account.

You can also apply exclusions at the use case level. Note that including/excluding at the use case level applies only to the use cases selected.

Exclusions can also be applied by using the Excel download file option.

Digital journeys guide your customers through specific milestones of the lifecycle. Playbooks can help you visualize the adopt motion and bring adopt to life by giving visibility into what notifications your customers receive and why. Customer Success playbooks contain specific information about exit criteria and resources available to progress a customer through each stage.

Health scores are simplified scoring methods measuring usage and adoption. Health scores deliver insights on overall performance, product relationship, and future customer behavior. To calculate a health score, points are awarded for every use case activity or stage throughout the customer lifecycle from purchase through adopt. Most stages are worth 20 points, and purchase and onboard stages are combined to equal a total of 20 points.

The health scores displayed in Success Program Insights are not linked to any certification

Health scores are not available for customers/usecases where telemetry is not currently enabled.

Health scores are based on the total value of points earned within each stage and are calculated as the average score between all active solution domains.

• Red: 0 – 32
If a health score falls between 0-32, the number will be shown in red and indicates the customer is in danger of not using and adopting their investment.

• Yellow: 33 – 65
If a health score falls between 33-65, the number will be shown in yellow, and indicates the customer is at risk of not using and adopting their investment.

• Green: 66 – 100
If a health score falls between 66-100, the number will be shown in green, and indicates the customer is successfully using and adopting their investment.

The digital customer journey is a path customers follow post-sale that helps guide them to adopt and realize value from their investment. The journey delivers resources to customers at certain touchpoints to help them set up, get started, successfully use, and ultimately renew their Cisco solution.

The stages of the digital customer journey are:

Onboard: In this first stage of the digital journey, customers receive resources for how to get started with their Cisco solution, including understanding the fundamental concepts of its use. Customers become familiar with best practices and review key steps to prepare for architecture transformation.

Implement: This stage helps the customer build upon their initial setup and understand basic details about their investment. Oftentimes, in the implement stage, customers will create accounts, claim devices, and begin basic configuration.

Use: In this stage, customers receive resources to support the use of their solution, including logging in, setting up the environment, and completing the final steps of the onboarding process.

Engage: This stage provides resources to advanced topics, troubleshooting, additional support, and expanded solution deployment. Often times, in the engage stage, customers are invited to attend Ask the Expert sessions, specialized trainings/webinars, or to join community discussions to help advance and better understand their purchase.

Adopt: During the adoption stage, customers are using their solution regularly and to its full potential. Customers begin to realize value from the product and see its use impact their business goals.

Optimize: In this stage, customers continue using their product and move beyond adoption to upgrading, maintaining, and continued, advanced enhancements.

You can indicate that a CSM is leading a use case within the Use Case section of the Success Program Insights UI. Providing a CSM contact in turn flags the use case as partner led. You can also do this using the Excel download method.

No. Lifecycle Advantage settings only affect co-branding of the digital journey emails and not the data flow into Success Program Insights. Partners will see offer data in SPI if they are not enabled in a given offer, but the notifications sent to their customers will be sent without their co-branding.

No. You will need to enable the Adopt journey and/or by offer to send co-branded notifications.

A lifecycle Stage can progress or regress at any time. If telemetry is turned on then the lifecycle stage is progressed based on the stage exit criteria and telemetry data. If telemetry is not turned on lifecycle stage is progressed based on an internal Cisco SPM/CSE.

The Advanced Customer Experience Specialization is an evolution of Lifecycle Advisor. It is the first in a new class of business specializations to help Cisco partners build business practices. A partner must meet certain requirements to become an advanced CX certified partner.

Learn more about requirements

A use case can be comprised of one or more sales/contracts and a sale/contract can feed multiple use cases. Any one of those sales/contracts can be up for renewal at any point in time, but the contract lines related to a use case may not be up for renewal.

Telemetry connects customers, partners, and Cisco with secure insights and telemetry across specific target systems. It also combines technology and intelligence with proactive insights and guided recommendations to solve problems faster and optimize operations—from viewing the health of the infrastructure and potential issues to automating case openings when faults are detected.

Use this link to initiate the digital customer consent process.

Telemetry must be enabled in the product and the customer must opt to share the data with Cisco. Once that selection has been made, telemetry data will then display on accounts where a customer has purchased from a single partner. In cases where a customer has purchased from more than one partner, telemetry data is only displayed when the customer signs a digital consent form. Once the customer completes this form, the partner will receive an approval notification and telemetry data will be available in Success Program Insights.

Telemetry is one of the most critical components in understanding how your customers are progressing in their deployment. Enhanced Telemetry provides a deeper level of data, insights, and understanding based on each lifecycle stage, and prescriptive direction on how to use the data to better support your customers. This bolstered telemetry data view now provides increased visibility to telemetry, recommended and required exit criteria, extra context around customer telemetry points (at the member/deployment level (ID)), understanding how data is measured, and interface improvements which provide clarity on when exit criteria has been completed. All within a standardized and simplistic format across offers.

Exit criteria and measures will always be visible. Data in the telemetry section requires digital consent for telemetry to be enabled.

• Exit criteria: The steps that need to be completed for the customer to progress to the next lifecycle stage. There are both required and recommended exit criteria.
• Measures: Indicators that determine what it means to be successful within each exit criteria.
• Telemetry data: Telemetry connects customers, partners, and Cisco with secure insights and data across specific target systems. It provides technology and intelligence with proactive insights and guided recommendations to solve problems faster and optimize operations—from viewing the health of the infrastructure and potential issues to automating case openings when faults are detected.

• Required: This is required for the customer to progress to the next lifecycle stage.
• Recommended: This does not have to be completed for the customer to progress to the next lifecycle stage.

Please note that each unique customer reference ID represents a unique deployment for that customer/product.