Despite her early departure, Lerner’s legacy lived on at Cisco: Customer Advocacy in 2002 remained a distinct organization that employed one in five Cisco workers5 and included traditional Technical Support as well as more strategic functions called Customer Service Engineering and Advanced Services. Technical Support encompassed all customer service and support functions, including the Technical Assistance Center, Critical Accounts Group, and the global call center, as discussed below. Customer Service Engineering maintained the quality of customer service; it included a group called Customer Listening and conducted Cisco’s annual satisfaction survey. Advanced Services offered focused technical support, network optimization, and technology applications services. SVP Doug Allred led the organization from 1991 until 2002. Allred was initially leery of the title he was offered, “Vice President of Customer Advocacy”: