Networking / Technology
How Cisco launched Success Tracks and turned CX into a measurable, monetized engine for adoption, renewal, and growth
200bps
Increase in renewal predictability
4%
Growth in service attach through Success Tracks engagement
About
Cisco Systems is a multinational technology leader delivering networking, security, collaboration, and cloud solutions to global enterprises. Operating in more than 100 countries with an extensive ecosystem of partners and service providers, Cisco helps organizations modernize their infrastructure, secure their environments, and enable hybrid work. The company’s Customer Experience organization drive
Industry
Networking / Technology
Company size
10,000+
Founded
1984
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“Success Tracks wasn’t just a product. It was the foundation for how Cisco connected customer adoption, value realization, and monetization.”
Mike Carter
VP Customer Experience Global Enterprise Segment
The Company
Transformation required measurable alignment.
Cisco’s move from hardware to software subscriptions required more than a pricing shift — it required an operational redefinition of Customer Success. As the company expanded its recurring revenue model, leadership recognized that customers no longer judged value by uptime or delivery speed, but by ongoing, provable outcomes.
The Customer Experience (CX) organization became the engine for that transformation. Its mission was to create a connected ecosystem where telemetry, analytics, and expertise converged to help customers achieve measurable business results. That vision became reality with the creation of Success Tracks — a unified CX solution that tied adoption and value directly to monetization.
The Motivation
Value delivery needed structure and visibility.
Before Success Tracks, value realization at Cisco depended heavily on people, process, and experience — not data. Each customer engagement varied in scope and execution, making it difficult to measure progress or monetize outcomes at scale.
Customers were investing in technology but struggling to operationalize it effectively. They wanted faster adoption, simplified access to expertise, and clearer proof of ROI. Internally, Cisco’s Success teams needed a way to bring these elements together in a model that was structured, measurable, and scalable across thousands of global accounts.
Cisco needed a solution that would unify its CX portfolio, deliver consistent value to customers, and convert that value into recurring revenue growth.
“We had world-class expertise, but our delivery model wasn’t built for scale. Success Tracks changed that. It created a single framework where telemetry, insights, and human expertise worked together to deliver outcomes we could measure, monetize, and grow.”
Mike Carter
VP Customer Experience Global Enterprise Segment
The Solution
Success Tracks unified delivery, data, and value.
Cisco launched Success Tracks as the cornerstone of its CX portfolio — a subscription-based solution designed to help customers adopt technology faster and realize measurable value sooner. Success Tracks combined digital telemetry, guided expertise, and insights from the CX Cloud platform to create a single, connected customer experience.
The strategy introduced:
Tiered adoption journeys that matched customers to the right expertise and insights.
Data-driven guidance through telemetry integration, delivering real-time recommendations.
CX Cloud enablement providing dashboards for adoption progress, health scores, and ROI tracking.
This new model allowed Cisco to deliver value as a measurable, recurring service while reinforcing the company’s transition to software and subscription revenue. Success Tracks turned Customer Success from an engagement model into a monetized, scalable business motion.
The Results
Success Tracks created measurable impact.
The launch of Success Tracks established the foundation for Cisco’s Customer Experience monetization and value strategy.
$250 million in CX Cloud bookings achieved within 14 months of launch.
4% increase in services attach rate through integrated success frameworks.
200 basis-point improvement in renewal predictability across global segments.
Beyond financial metrics, Success Tracks unified CX under a single definition of success. It allowed Cisco to measure adoption, engagement, and outcomes in real time — turning Customer Success from an operational function into a strategic advantage.
“Success Tracks turned Cisco’s CX strategy into a measurable system. It gave customers visibility, gave teams structure, and gave leadership the proof that Customer Success drives growth.”
Mike Carter
VP Customer Experience Global Enterprise Segment
