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Comprehensive Overview of the WebEx Ordering Process and Customer Lifecycle Management

This document provides a detailed overview of the WebEx ordering process, covering steps from quote generation to customer registration and provisioning. It highlights the coordination between partners and Cisco, including how partners deliver quotes, submit orders, and enable customers through effective onboarding. Essential information on customer enablement and adoption strategies emphasizes ongoing support and renewal processes. Furthermore, it outlines key metrics for account health assessments and integration with Cisco technologies, ensuring a seamless experience for customers.

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Comprehensive Overview of the WebEx Ordering Process and Customer Lifecycle Management

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  1. WebEx Operational Overview Edward Haig

  2. WebEx Ordering Process

  3. Quote Order Customer Registration WebEx Customer Lifecycle 2 1 3 Provisioning Customer Enablement Customer Adoption / Renewals 4 5 6

  4. 1. Quote • Partner and PAM coordinate, register deal & determine the license and configuration. • Partner delivers quote 2. Order • Partner submits order • CSG-ops verifies and approves order (2-3 Days) • Partner receives emails with Product Activation Key (PAK) 3. Customer Registration • Partner follows the URL in PAK confirmation email to register in SWIFT • On registration, partner supplies customer provisioning information in SWIFT or supporting email. • Provisioning information Is in the GPL Ordering Guide • Partner reviews implementation check list readying for next step. Quote Order Customer Registration 2 1 3 MFG, Partner & CSG-OPS Partner & Customer Partner & Customer

  5. 4. Provisioning • CSG Provisions – 7-10 Days • Partner and customer receives email notification • Partner verifies that site meets customer requirements 5. Customer Enablement • Partner contacts customer for Site Introduction Meeting • Partners Reviews implementation check list • Partner notifies Cisco of Customer Implementation Check List Topics • Integration with supporting Cisco Technologies • Modify Intro Meeting . ppt template with Customer Site Information • Site Implementation – Bringing on new users • 90 Day Plan for Rollout to new users • Tier 1 and Site Admin Support Review • Account graduation from Partner back to Cisco Provisioning Customer Enablement 4 5 Cisco OPS Provisioning Partner

  6. Customer Adoption/ Renewals 6 6.Customer Adoption • Cisco WebEx leads ongoing customer support and adoption with active partner participation • Fully prescriptive program available through Cisco WebEx Customer Advocacy Teams Renewals • Cisco WebEx will deliver notifications to partner and customer • In a prescribed time frame, metrics on account ‘health’ are analyzed and shared with the partner. • Renewal quotations are delivered by partner. • Renewal implementation reviewed with the Partner Cisco Team & Partner

  7. WebEx Website Overview http://www.cisco.com/web/partners/sell/technology/collaboration/webex/webex_offers_global_pricelist.html

  8. WebEx Website Overview http://www.cisco.com/web/partners/sell/technology/collaboration/webex/webex_offers_global_pricelist.html

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