Have not heard much about this tool any longer? Forgot the name. It was highly promoted by an SE leader a year or two ago.
14 replies (most recent on top)
Post from TheLayoff.com
Cisco has no accountability. Knipp should be cut based on a leader with high pay and championing and pushing down a tool that was bad for the organization. Do this a few times and leaders will focus on the right thing for Cisco
Nobody wanted to tell Knipp the baby was ugly and that lands on the SEDs or now we have SE-VPs. The issue I've seen with the new SE-VPs in GES and Commercial is they have no clue what actually happens or needs to happen in the field. They want to study data.....data(if it is good and you know what you are doing) tells you what happened yesterday. Let the great SEs show you how it is done versus telling them how it is done.
All the SEDs kept pushing this disaster and would not listen to their SEMs. They only wanted to kiss up to TC and EK. Not one SED would stand up and call this out. This cost Cisco millions of dollars from lost business to the resources driving this, and the time spent.
The main problem with this tool wasn't the tool itself, it was the mindset that somehow it was an improvement. The only thing this improved was the ability for some Director to claim he saved the company a bunch of money by pooling technical resources. Not factored into the equation was the destruction of morale, the erosion of customer-resource relationships, the overall quality decrease in customer support. The plan was awful - the tool was just part of the bad plan.
Knipp is still at Cisco but it is unclear what he is leading. Not sure if "click to SE" was his baby but he certainly championed it like it was. Measuring SE efficiency should not be done on the number of deals you close or the number you are working it should be just like the AM....how many dollars are you bringing in.
Post from TheLayoff.com
I thought the knipp guy left Cisco?
SE = solutions engineer
Anyone who had anything to do with this garbage in any aspect needs to be fired
What is “SE”?
I was part of the team that created the concept of Click-to-Expert and the model is amazing that truly helps with SE efficiency. However, the lack of adoption, lack of support from sales, and leadership made it difficult for it to be widely adopted from different SE teams.
It was called "Click to Expert"
Isn't pooling great? We should all be so fortunate to be a part of a glorified virtual call center.
Failed project. Turns out people find out quickly who the good SEs are and continue to want to work with them and avoid the others. The SEs in the tool quickly find out that in a pooled compensation model there are no benefits to running thru the finish line with deals, all you need to do is make certain your "score card" looks good. Bad new is many that championed the tool are still around.
Being replaced by SFDC. All SEs to be pooled in 2H.