Customer Success in PX Cloud
Customer lifecycle insights to help partners grow their customer relationship
@Cisco
Overview
PX Cloud is Cisco's digital platform that offers partners visibility into customer data and insights, helping them uncover business potential and unlock new opportunities with their customers.

I was responsible for designing and leading the strategy for integrating features from another Cisco application to provide comprehensive view of the customer data.

We successfully launched and introduced the new feature at Partner Summit, and it received positive feedback from Cisco Partners.
Duration
7 months
My Role
Lead Designer
Interaction Design
Strategy
Research
Business Impacts
Task Completion rate 85%
Engagement rate increased by 20%
QUICK HIGHLIGHTS
Empowering Cisco partners with insights to make better decisions in customer relationship management.
BACKGROUND
Cisco Partners manage their customer using data and insights generated by Cisco.
PROBLEM
There is no central source in Cisco for Partners to see customer data.
The distribution of customer data across various Cisco applications has made it difficult for partners to have a comprehensive view of their customers' data.
RESEARCH
What do Partners say about managing customer using data from Cisco today?
Data Quality Issues
Inconsistent and conflicting customer data across different sources.
Time Consuming
Partners invest significant time  manually compare and clean up the customer data.
Misalignment
Different teams resorting to different customer data source.
OPPORTUNITY
How might we simplify Cisco Ecosystem, so that Partners can easily access reliable and accurate customer data?
VISION
Migrate Lifecycle Advantage into PX Cloud to provide unified experience and single source of truth.
Our primary goal was to eliminate the need for Partner users to rely on both PX Cloud and Lifecycle Advantage
Product Adoption
To measure dependence of Lifecycle Advantage.
User Engagement
To compare engagement between PX Cloud and Lifecycle Advantage
Task Completion
Different teams resorting to different customer data source.
PRIORITIZATTION
Strategizing how we will integrate the Lifecycle Advantage features into PX Cloud
MoSCoW Prioritzation
DESIGN ITERATION
Executing design iterations with weekly meeting with product and engineering teams.
Integrated Lifecycle Advantage
‍in PX Cloud

Customer List from Lifecycle Advantage

Customer account list from Lifecycle Advantage available in PX Cloud to provide single-pane.

Customer Account detail

Detail view of customer account, so that partner user can identify recommendation, customer contacts, and product lists.

Cisco Recommendations

Cisco Recommendation list for product that customer account has purchased from the partner.

Product Adoption Insights

Insight into how customer account is adopting the product purchased from the partners and usage insights.
BUSINESS IMPACTS
Onboarded users
800 new partner users
Since the launch
User Engagement comparison
460
VS
550 MAU in PX Cloud
Monthaly Active Users comparison between Lifecycle Advantage and PX Cloud

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