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Cisco Success Tracks built on Cisco CX (Customer Experience) digital platform provides an unprecedented opportunity for Cisco partners to create, publish and monetize Services Accelerators(ACC) with their customers. A digital workflow has been created for partners to allow publishing of ATX (Ask-The-Experts) and Accelerators directly onto to the customer’s CX cloud interface.

In my other blog, I discussed a model that showed how our partners can create value for their customers over the Success Track platform. In this blog, I will discuss the kind of collaboration necessary between different teams within the partner firm to create differentiated Accelerators that can deliver real value for customers.

Our CX partners should be thinking long-term scenario when there are hundreds of customers that are on-boarded onto the PX (Partner Experience) platform. This would necessitate the need for partners to build and maintain Service Accelerator catalogue for the most common use cases that falls under the purview of each Success Tracks.

The Service catalogue, although owned by the Customer Success Team, they need be developed in collaboration with the service delivery and pre-sales team. The above model depicts this in the form of virtual teams created for each success tracks that would involve customer success specialists, delivery engineers and architects and pre-sales engineers and architects. Each virtual is responsible for creating and updating the use-case aligned catalogue and project managed by the project manager.

With the above model, the probability of creating differentiated services are very high as it would involve diverse perspectives on customer needs and pain-points.