How Cisco Creates New Value

Cisco Systems, Inc. is the worldwide leader in networking—2008 sales $39.5 billion and net income $8.1 billion with $26.2 billion in cash—transforming the workplace, healthcare, environment, education and banking.

Cisco customers are IT professionals who manage Cisco systems purchased by their organizations; these customers require ongoing, highly complex interaction. We focused on the evolution of the Cisco Customer Response system as a best practices example to illustrate how Value Networks principles can be implemented on a multi-product, multi-market, highly complex product/service system.
To get the inside story on Cisco service we spoke with La Veta Gibbs, who retired in late 2009 as Director of Global Contact Center Strategies.

La Veta’s experience is useful for all organizations who seek to use web tools and processes to increase customer intimacy and loyalty. She explains how she helped to transform Cisco support systems. View the case study.