Head of Customer Experience and Solutions
Alastair Melrose
Connecting solution decisions with the value you need from your technology. More than 25 years in systems and data.
View LinkedIn profileCustomer Success
Value beyond
go-live.
The investment is the beginning.
What happens next makes the difference.
A named team. A shared plan. Technology your people use and value your business can see.
People-led. Supported by Planhat.
Our shared direction.
A clearer view. A better next step.
Your priorities.
One connected plan.
Agree what success looks like, who owns it and how to measure progress. Keep the plan useful as your needs change.
Our customer success platform
Human-led.
Connected by Planhat.
We’ve launched Planhat internally to support our customer success practice: one place for success plans, actions, risks and review decisions.
- A plan with directionOutcomes, owners and the dates that matter.
- Follow-through you can discussActions, risks and decisions kept in context.
- People who join the dotsYour success manager connects the right expertise.
What this means for you
We use Planhat to support your success manager and keep agreed actions, evidence and reviews organised. We agree reporting and access arrangements with you.
A success plan in practiceIllustrative example
Turn capability into everyday use.
- The outcome
- People confidently use the capabilities you invested in.
- The evidence
- Agreed usage measures, team feedback and adoption milestones.
- The next action
- Find the barrier. Agree the support or training. Review what changes.
Your business owner + Original success manager
Make the working day work better.
- The outcome
- A more consistent experience across teams and locations.
- The evidence
- User feedback, recurring themes and the context behind them.
- The next action
- Connect the right people, record the decision and follow it through.
Your users + Original success and service teams
Make the next decision an informed one.
- The outcome
- A renewal shaped by value and future needs, not just the end date.
- The evidence
- Adoption, current priorities, dependencies and the options available.
- The next action
- Agree what to retain, change or retire before the decision is due.
Your decision-makers + Original success manager
An example of our approach, not a live Planhat dashboard or customer record.
The people behind the partnership
Expertise with
a name.
Alastair and Lydia connect your priorities to the technical and service teams around you. Technology supports the relationship. People own it.
View LinkedIn profileCustomer Success Manager
Lydia Knight
Your priorities, kept in view. From onboarding and adoption to useful reviews and the next decision.
View LinkedIn profileFrom activation to adoption
Switched on is not
the same as success.
Cisco-aligned adoption stages help us ask the right question at the right time.
- 01
Onboard
Ready to begin?
Agree owners, access and the information needed to track progress.
- 02
Implement
Working as intended?
Test the agreed configuration and the first use case.
- 03
Use
In everyday use?
Review whether the technology is reaching the intended users.
- 04
Engage
What needs attention?
Identify barriers, training needs and the next actions together.
- 05
Adopt
Delivering value?
Check agreed adoption criteria and the results that matter to you.
Illustrative stages and evidence. Measures and criteria are agreed for your product, use case and engagement.
No last-minute renewal conversation
Review the value.
Then decide.
Useful reviews connect adoption, experience and the next investment—not just a list of tickets.
Quarterly reviews. Renewal planning from 180 days before expiry.Timing and responsibilities are agreed around your service and contract.
Where are you seeing value?
Outcomes and adoption against the success plan. What is delivering value, and what is still underused?
Where could you achieve more?
Your people’s experience, barriers, risks and dependencies. Clear next actions with a named owner.
What should happen next?
What to retain, change or retire. Informed options for the next term, not renewal by default.
A recognised practice
Five Preferred portfolios.
One joined-up relationship.
Our Cisco customer success practice
Original holds Cisco Customer Success Practice Maturity at Intermediate level. The practical focus: structured plans, visible adoption and informed lifecycle decisions.
Cisco’s approach to customer success (opens in a new tab)Clear responsibilities, throughout
Information handling, escalation and review records sit alongside your success plan. Our management systems support how we organise and improve that work.
Our assurance approachCustomer success complements your service desk. Incidents and urgent support follow the arrangements in your agreement.
