Cisco Systems 2001 Building and Sustaining a CustomerCentric Culture Ranjay Gulati 2009
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[Insert first paragraph from the text below] Ranjay Gulati has published an excellent article on the subject. The article has provided the background and rationale for the 2001 Cisco Systems Building and Sustaining a CustomerCentric Culture. Ranjay’s research on the topic was conducted over two decades. The company is an excellent example of a customer-centric business culture. The company has always placed the customer’s needs and expectations at the core of its business. The company’s focus on customer requirements in
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Cisco Systems is an Internet/Telecom technology company that was founded in 1984 by two computer engineers (Steven and JonPosted to: 28-11-2009 12:52 AM) When I began my role as a customer in Cisco Systems, the company was primarily known for its routers and firewalls. Today, Cisco is the market leader in networking equipment. But its market position is not because of what they have done. Rather, it is because they have
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Cisco Systems 2001 Building and Sustaining a CustomerCentric Culture Ranjay Gulati 2009 Cisco Systems is a worldwide leader in networking technologies. Its flagship product, the Cisco Unified Communications Manager, is a unified communication platform for enterprises. I, as a Cisco analyst, have conducted extensive research on the company’s culture. In this research, I discovered a common culture strategy at Cisco. This is a customer-centric culture that ens
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In 2001, when I became a senior vice president, Cisco System’s CEO Bob Swan, was preparing to resign from his post. In the past, Bob had always been a demanding boss. But this time around, Bob took it easy, making some small tweaks to the culture and strategy. When Bob and me met, I was surprised. I had thought Cisco’s culture would be unfriendly to an outsider. But here is the thing: Cisco had done something that I had never done
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[Image of Ranjay Gulati giving a talk at Cisco Systems’ HQ] “The first step in creating customercentricity in your organization is to reframe yourperceptions of customers. For instance, you can start bythinking about your organization as a collection of customers, andthinking about your business as a service to these customers.” He then gave an example of a company which had made a strategicdecision to focus on a very specific, small customer segment, andthe company grew to become the market leader. In
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“Whenever I am writing an essay or a report, I always make sure that it is personal. I always describe my experience as I have it and I always use the past tense. he said This is a part of my personality and my experience. I have done a project in my college and my university for writing my dissertation. After completion of that project I was asked to write another project and this is what I was asked for.” Start the section with a brief to the project and the importance of it. It can be something about a customer survey or
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– Started with an overview, including benefits and impact, of Cisco Systems’ culture, which was ‘customer-centric’ (customer centricity). – Showed the evolution of the culture, from the late 90s to early 2000s, including how and why it changed. – Explained the main principles and practices of the culture (customer centricity) and how they were applied in different parts of the business, including product development, services, sales, marketing, and support. – Disc
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I worked for Cisco Systems as a marketing director for about 6 years in the 1990s. As a part of my job, I had a lot of interactions with our customers. My job was to develop marketing plans for Cisco and to manage the teams that were responsible for selling and serving Cisco products to our customers. This led me to a lot of discussions about customer experiences with various products and services that we were offering to customers. I found this conversation interesting, and I wanted to share my findings with you. The purpose