As a Cisco partner, your customer’s adoption of their Cisco Webex service is always front of mind. And creating clear, actionable goals to achieve success is only the beginning of your journey together.
The 5 Pillars of Success will guide your customer through everything from launch and implementation plans to creating use cases, and building champions networks. They’ll be an especially helpful resource during touchpoints, health checks and customer renewals.
The pillars are also your diagnostic tool to determine how to create a get well plan for customers who are not getting the results they were expecting. Use them when customers are having difficulties in a particular area.
A critical factor in delivering real results from Cisco Webex services is executive support. If leadership is leading by example, using the new tools and communicating the “What’s in it for me” employees will follow.
The benefits of high adoption for leadership include: • Cost and time savings by reducing travel • Shorter, more productive meetings • A more connected workforce
The Leadership pillar of success can guide your customer when having conversations with their stakeholders and leadership team and selling the benefits of Webex to them.
What you'll hear them say “We don’t have backing from the leadership team” “The leaders never use Webex” “I can’t seem to get any time with the leadership team to talk about Webex”
What you’ll find in the pack Why leadership support is a critical factor, Guidance on how to engage with leadership, Leadership digital workplace play card, a leadership analysis template, and a handy checklist of actions to take.
What's in it for the customer Having the backing of senior leadership, and identifying an executive sponsor will propel the importance of their Webex adoption and add weight to the business drivers.
Who is it for ✓ At the beginning of their Webex adoption journey ✓ Introducing a new Webex product ✓ A drive to increase adoption
↓ Download the Pillars of success pack
↓ Download the Leadership play card
Related content ↓ Download the Business drivers pack ↓ Download the Building your adoption dream team pack
This technical readiness pillar aims to capture and define the technical requirements for the configuration and governance of Webex.
We know, that as a CSM your customer will often rely on you for guidance in their technical readiness. Flipping the accountability back to the customer and giving them the resources, they need to own their own technical readiness.
There’s more to technical readiness than getting the configuration right. It’s also about thoroughly testing the experience from the point of view of users and removing bumps in the road. Encourage your customer to put themselves in the shoes of a new user.
What you'll hear them say “We don’t have an in-house technical team who can support us” “We’re not sure what we need to do to get Webex stood up”
What you’ll find in the pack The pack includes technical readiness checklists for site admin, control hub, and user experience.
What's in it for the customer Getting the user experience right the first time and having any technical issues ironed out early on will mean launching Webex will go more smoothly.
Who is it for ✓ Customers who need some guidance on their technical setup ✓ When they need a focus on technical readiness due to previous technical barriers
Related content
↓ Download the Prepping IT desk guidance
Tip: Find adoption toolkits for all the Webex products in the final chapter of this book.
A use case is a specific situation in which a product or service could potentially be used. These will help you identify areas where Cisco Webex services can make an impact on your customers business outcomes. They can also reveal opportunities for expansion and improve adoption in key areas.
A use case will help your customer define the problems they’re trying to solve and reiterate the reasons why the tool is a sound business decision. All based on the input of the people who’ll be working with it each day: the users. Guiding your customer create these use cases early as part of the kick-off meeting or reviewing as part of a health check will mean they’re always on track and delivering value.
What you'll hear them say “We can’t seem to move the adoption needle” “People aren’t sure why they should be using Webex” “Finance doesn’t see in value in them having Webex”
What you’ll find in the pack ∙ Use case mini play ∙ A step by step guide to creating a successful use case workshop ∙ 10 case study examples ∙ Line of business use case toolkits
What's in it for the customer Having defined use cases early will help drive the reasons behind their people using Webex, can inform communications, and be used in measurement or success stories post-launch.
Who is it for ✓ At the beginning of their Webex journey ✓ Launching Webex to a new line of business ✓ Launching a new feature or technology
Related content ↓ Communication pillar of success
↓ Webex Meetings line of business use cases
↓ Webex Teams line of business use cases
Successful adoption relies on great communication. Without it, your customers won’t be communicating the value that Webex services can bring. Having a clear communication plan for before, during and after launch is essential and shouldn't be an afterthought.
Use the communications pillar to encourage your customer to create an engaging communications plan. Share the templates and materials with them or join them in a workshop. If they have an internal comms team, they should be integral to the customizing and creation of communications.
What you'll hear them say “Our people don’t seem to know about Webex” “I’m not sure how to reach our new users”
What you’ll find in the pack Guidance on building a communications toolkit focussing on messaging, comms planning and channels, templates your customer can use to build their own adoption focused communications plan.
What's in it for the customer Simply just turning Webex on isn’t enough, your customers can't deliver generic communications. Customized communications, that speak to their people, and in their companies voice, will have a bigger impact. Encourage your customers to incorporate their business outcomes, the use cases they have created, and deliver them in creative channels to really help the message hit home.
Who is it for? ✓ Customers at any point in their Webex journey should have a comms plan, it’s not just for launch! ✓ Particularly useful if they are struggling from low adoption or want to drive focus on a new feature.
Related content ↓ Use cases pillar of success ↓ Download the Business drivers pack ↓ Webex Meetings adoption toolkit
↓ Webex teams adoption toolkit
Tip: You'll find customizable banners, posters, and emails in the adoption toolkits.
Your customers can’t do it all on their own – which is why a Champions Network is the key to success. These people will not only be their early adopters, but they’ll also be the biggest critics. Not to mention the most effective communications channel to the wider business.
To help your customer achieve adoption success, we suggest encouraging them to identify these people early on. They may or may not be included in a pilot or proof of concept, but it’s important they have early access and training to support the wider team.
What you'll hear them say “We’re struggling to understand the nuances of each site” “We’re not sure how that will impact these specific users”
What you’ll find in the pack An overview of how Champions can contribute to the adoption success, Champion behaviours to help identify the right people, Ways to nurture the Champions, and resources that can be used to upskill and support the Champions
What's in it for the customer Creating a network of champions can help do some of the heavy lifting at a local and departmental level. Research has also shown that messages delivered by colleagues can gain more trust and impact than that of a corporate source.
Who is it for ✓ Customers right at the beginning of their Webex adoption journey ✓ Launching a new service ✓ Focussing on adoption with an existing product
Related content ↓ Use cases pillar of success
