How to establish a Partner Success Program

CSM Practice - The Customer Success Podcast

There is little content out there on Partner Success. Perhaps because there are so few customer success teams who have already established a Partner Success practice. In this episode, we have invited Andrew Carothers to unravel the story of how Cisco built their award-winning global Partner Success Program, phase by phase.
According to Andrew, Cisco initiated its partner success program over 8 years ago and went on to win multiple US•CXA awards in 2022 alone. Establishing the Partner Success practice played a pivotal role in boosting renewals and upsell revenues.
Over the years, Cisco expanded its Partner Success practice globally, achieving remarkable success. While Cisco is a massive organization, the strategic framework shared by Andrew is also applicable to organizations of any size. As Andrew puts it, "If Cisco can do it…" any less complex organization should be able to as well.
Tune in for this enlightening discussion where we cover various aspects of Partner Success:

• The fundamental building blocks of a Partner Success program
• Initial steps and essential due diligence
• Collaborating and sharing customer data with partners
• The role of a Partner Success Manager
• The significance of a Partner portal
• Leveraging customer contact information and campaigns
• Insights into Cisco's 'Lifecycle Advantage' program
• The journey of taking the Partner Success practice global
• Measuring success with Partner Success metrics and KPIs
• The importance of educating partners
• The impact of Partner Success on Cisco's business and the tangible results achieved

Don't miss this in-depth exploration of Partner Success. Whether you're part of a large corporation or a smaller organization, the lessons shared here can apply to your journey towards success. Listen now to gain valuable insights and strategies for enhancing your Partner Success efforts.
Watch the video to find out more! https://youtu.be/V-0pz66DyDw
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Additional Resources
🎥 Video: What is PARTNER SUCCESS?
https://bit.ly/3P3obwV
🎥 Video: Dreamforce 2017 Partner Success Breakout Session Intro
https://bit.ly/42XbtWl
🎥 Video: Defining the Customer’s Desired Outcome Using CUSTOMER DATA
https://bit.ly/42ZHXPA
🎥

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Chapters

1. Intro (00:00:00)

2. Partner Program creation (00:01:51)

3. Specialized Team (00:09:13)

4. Partner Success Technology (00:11:08)

5. Data Sharing Concerns (00:15:18)

6. Contact Information (00:16:46)

7. Life Cycle Advantage (00:18:54)

8. Globalizing (00:23:30)

9. KPI (00:26:26)

10. CS Education (00:29:07)

11. Impact of CS (00:31:30)

12. Importance (00:33:53)