Customer value summaries The CVS shared the work that Cisco did on an account with the customer. For example, if an account team determined that channel response was a major issue for its customer, the team would then present the work it had done to manage the problem. This included a high level overview of what Cisco had undertaken with regards to channels, as well as what was done for that specific account. Rivelo explained:
By sharing the fact that, for example, 72 people work at Cisco specifically to meet a particular customer’s needs, or that IBSG has helped you do a business reengineering around vertical market integration—we show customers the effort that we are putting in for them. Finally we tell them what we have done for them in the last 180 days and ask what we can be doing for them in the next 180 days. We are asking them to tell us to help them. I want to earn their loyalty.