I work for a smaller US partner that has tied its fortunes to Cisco since 2000. For most of that time, it has been a very profitable relationship with more highs than lows but, in the past five years, Cisco's deterioration has been shocking. My company is now hustling to move away as much business as we can to Cisco's competitors, companies that our publicly traded, multinational clients would have never considered as recently as three years ago.
Cisco's problems have been well-documented on this site: the intentional destruction of TAC (in my opinion, Cisco's crown jewel and well worth whatever the cost was to nurture, protect and promote), the lack of strategic vision, the predatory licensing insanity, the incomplete integration of acquisitions and the constant rehash-rebrand-resell. What I can't wrap my head around is the inability of sales to make deals and close business without actively showcasing how bad the company's internal conditions are.
This quarter, I have personally witnessed or been involved in:
- Meetings where sales people do not show up for their own calls.
- Overlays (it's impossible to know what their actual roles are) hanging up or walking out of meetings because they cannot answer basic questions that don't appear in their presentations or were not considered in their cost calculations.
- CX people without any knowledge of or experience with Cisco's own internal operations and policies who double-down until communication comes to a grinding halt and a half-dozen --apparently random-- managers have to be called in to salvage the situation.
- Seasoned sales people who knowingly commit and drag out obviously bad muti-million dollar, multi-year deals in the hope of forcing customers to buy at the last moment and are then stunned when they don't.
- A now inarguably broken customer service group that cannot perform even basic support functions and resorts to either closing cases without resolution or simply abandons them altogether.
- Virtual AMs hysterically calling with out of the blue early renewal, low discount "deals" days (in one truly laughable case, two days) before the FY24 close and throwing fits when told they are not in the realm of possibility.
Friends, unless you are near retirement age, you need to be seeking other employment. When Cisco's sales teams --- at one time indisputably the best in the industry --- have lost the ability to sell, the game is over.