Cisco's global channel boss, Oliver Tuszik, has issued a clear warning to partners, claiming that the vendor will happily transfer business away from partners that are unwilling to drive renewals with their customers.
Speaking on stage on the second day of Cisco's Partner Summit in Las Vegas, Tuszik told channel delegates that Cisco will not hesitate in taking business away from one partner and give it to another if they are unable to land product and services renewals with their customers.
The warning comes after Cisco launched several initiatives to mobilise partners to adopt its new so-called customer experience strategy. Cisco launched a new Lifecycle Incentive Programme that moves partner rewards away from the initial sale and towards activation, adoption and renewals.
The strategy is part of Cisco's goal to get more customers to consume its software through a subscription model and drive more repeat business for the vendor.
On stage, Tuszik outlined a hypothetical scenario where a partner was unwilling to renew a subscription with a customer, despite efforts from Cisco in supporting the renewal.
"Let me ask a clear question: if the partner is not driving the renewal or the adoption, what are we going to do? We are going to have our renewal manager reach out to the renewal manager on your side, check with them if there's any process or additional enablement we can do or if there's anything they need in terms of collateral to make sure that renewal happens."
But the global channel boss said he has no qualms in pointing customers towards partners that are able to process renewals if their existing partner is unable to do so.
"If these partners have other things to do and they believe they will still be a great hardware shipping company, what will we do then? In that case, we will find one of the other partners here to actually look at the renewal, take over, and have the capability to make sure there's a seamless transition from the customer's perspective," he said.
"If you think we are your competitor with renewals, you're absolutely wrong. Your competitor sits somewhere here in this room. Because most of you already understand that not driving the customer's success is opening the door to the competition."
He added: "We will help you to drive customer success. We are not planning to do it ourselves, but we will always find a partner [that can]. If we take customer success as our number one priority then we cannot ignore it if it's not happening."
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