Helping your customer to quickly and easily complete their top tasks Top Tasks Management Gerry McGovern

@gerrymcgovern

“The time of guys sitting in a back room smoking cigars is over”

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Site IQ review of 23 IT Vendor web sites for 2011 year end

Tasks Pie Chart

Top 20 Tasks

Bottom 20 Tasks

25

50 most active contributors Customers want:

Scottish Enterprise (67 Tasks)

Top 20 Tasks FUNDING

Bottom 20 Tiny Tasks

Enterprise Ireland (83 Tasks)

Top 20 Tasks: Enterprise Ireland Copyright © Customer Carewords Ltd. FUNDING

Bottom 20 Tasks: Enterprise Ireland Copyright © Customer Carewords Ltd.

Innovation Norway (97 Tasks)

Top 20 Tasks: Innovation Norway FUNDING

Bottom 20 Tasks: Innovation Norway

TOP Making downloading software easier Gerry McGovern

© 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential 40 John Chambers, CEO Cisco “Customer success is not only a personal passion of mine, but our first priority as a company. No matter how good we are, the one thing that can bring us down is getting too far away from our customers.” 40

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42 Site IQ review of 23 IT Vendor web sites for 2011 year end

Continuous Improvement Identify Top Tasks Measure Top Tasks Task Based Support

Tasks Pie Chart

Top Tasks for Cisco.com Support related task Option2:TasksSum of % Download Software23.72% Configure4.64% Troubleshoot2.82% Install2.61% Maintain1.05% Design0.73% Grand Total35.58% Fig. 1 – Top tasks from Task Identification Research Option2:Tasks Sum of % Download Software27.62% Configure5.17% Troubleshoot2.90% Install & Upgrade2.76% Maintain & Operate1.09% Design0.83% Grand Total40.37% Fig. 2 – Top tasks from Web Metrics May 2010 Fig. 3 – Top tasks from Web Metrics Sept 2010

Potential versus Current Customer

Steps Downloading Software for seconds approx

Path 1 1

2

“I’m assuming that one of these is the one I want.” 7

Path 1 8

9

10

Path 1 11

Path 1 12

Path 1 13

Path 1 14

Path 1 15 “There are a lot of steps before you get to download”

Steps Download Software for RV seconds

Obtain the latest firmware for your RV082 router compatible with Version 3 hardware. Task 1 performance = Success Rate Comparisons August 2011February 2012

Strength: The ideal download path has been significantly improved from previous testing. It is now just 4 steps versus 7 to 13 steps previously. Four out of 14 people took this very short path.

@gerrymcgovern

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