Loyalty Model

The customer loyalty phase of PAL will leverage propriety data and analysis from Walker Information, an independent third party, whereby "willingness to recommend" and "willingness to repurchase" will become new foundational metrics to complement current Cisco customer and partner satisfaction metrics. "This move takes Cisco beyond other IT channel programs in the area of measuring customer satisfaction," says Michael Harris, VP Research for Gartner Dataquest.

Partners will benefit from a customized view of loyalty data which will segment their customers by loyal, accessible, trapped, or at-risk segmentation. Financials will be tied to customer loyalty metrics to enable partners to understand the financial impact of losing a customer based on historical bookings data, with additional capability to conduct "what if" analysis to customize their financial results based on partners known bookings and profit margins. Moreover, access to year-over-year trending based on customer loyalty segmentation will be provided to pinpoint whether actions taken one year had any impact in subsequent years with resultant top-line growth.

The June 6th release of this new functionality will be available to all partners, however, only Cisco gold certified partners will have sales bookings comparison functionality. Future releases will include sales bookings comparisons for all certified partners.

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