Download - Evolve Your Services Business
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Evolve Your Services Business
Richard HorsfieldJune 19, 2013
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Evolve Your Services BusinessWe Are On a JourneyWhat is Evolve and Optimize?Why Services?Strategy and PlanningBuilding ServicesMarketingSellingNext Steps
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Cisco Is On a Journey
Future Vision 3 to 5 years: “The Internet of Everything”
Industry Trends
1 to 3 yearsNowCisco CampaignsMOBILITY CLOUD
SDN/Open
Networking
Internet of
Things (Verticals)
Customer ExperienceSecurity: Evolving LandscapeData in Motion
…and we want Partners to join
us
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What is Evolve and Optimize?
Attach, Renew and Migrate more – through automation, upsell and effective installed base
management
Increase your value add by delivering more
services and software powered by smart
capabilities
Reduces costs, increases attach and renew. Increases renew, creates opportunity to turn base, increases account control
Gain market share, create unique value, maximize profitability
Increase differentiation, Build and grow recurring revenue stream, increase profitability and provide greater account control
New solutions, new business models
Evolve Engine Optimize Engine
Innovate Engine
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What We’re Doing to Help
What + WhyPrograms + Offers Resources + Incentives
What to Sell
Increase services revenues(Leveraging Smart capabilities)
Move up the decision tree to transformation opportunities
Evolve
Where to Sell It
Maximize your installed base (Opportunity Development with IBLM)
Reduce operational costs and create space to transform
Optimize
Where We’re Going
Create new profit centers(Partner of the Future)
Take advantage of future opportunities
Transform
What Services?Product Support Managed
Services Professional Services
What Solutions?Cloud Mobility Apps
Leading PracticesIncentives (DIY)
Services/Plays (Outsource)
Leading PracticesIncentives (DIY)
Services/Plays (Outsource)
Leading PracticesIncentives (DIY)
Services/Plays (Outsource)
Renewal Engine Migration Engine
Attach RenewCover Refresh
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Best-in-Class ApproachWhatever your business model…
Selling services is an opportunity to boost
your bottom line
Optimize Your
Profitability
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How Does Smart Help?Services that have …which collect …which is analyzed
and compared to…to provide
C I S C O I N T E L L E C T U A L C A P I T A L
+Automated Software-EnabledCapabilities
Network DiagnosticData
Actionable Insight
Cisco’s Intellectual Capital+
90K+ technical documents6M
annual customer interactions50M installed
devices25 networkinginnovation leadershipyears
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Strategy and Planning Building Services with Cisco
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M A N A G E D S E R V I C E SService Desk Stewardship Remote Backup Contract Management Remote Monitoring and Management Pre-Paid Professional Services Optimization Operations Management Solution Support
P R O F E S S I O N A L S E R V I C E SStrategy and Analysis Assessment Design Validation Deployment Migration Product Support Solution Support Operations Management Optimization
What Services Are There?P L A N B U I L D M A N A G E
P R O D U C T S U P P O R T S E R V I C E SCore Product Support Repair and Replacement Alerting, Patching and Updating Installed Base Management Contract Management
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Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission. 120309_10
The Path to a Services Practice
Strategy + Planning
What do we sell, and why?
Marketing
How do we create demand and discover
opportunities?
Selling
How do we position and close deals?
Building Service Offers
How do we establish and deliver these solutions?
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Key Service Practice Ingredients
Partner Resources
Partner Investment
Partner Strategy
Leading Practices(Process, Methodology, Tools)
Cisco Services(Cisco Branded Resale,
Collaborative Services, Data Collection)
Standardized Architectures
(Smart Business Architecture)
INCREASED Services Sales Profits
Reduce Cost
Speed to
Market
Reduce Risk+ =
Cisco-Branded Resale Services
Enabled Partner Services Offers
IMPROVEDDifferentiation
Customer Satisfaction
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Maturity Level = Better Profits
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Standardized Architectures
Tested and Validated Solutions Work Together
Comprehensive Architectural Solutions
Modular, Systematic Approach
Reduces risks
Removes complexity
Accelerates pre-sales cycle
Speeds deployment
Reduces / Eliminates post-sales issues
Cost benefits / savings
Trusted adviser relationship
Protects investments
More service selling time
Future services and solutions
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Resell or Build? Which is Best?Resell BuildHybrid
Customer
Solution
Provider Partner
Cisco or 3rd Party Provider
Customer
Solution
Provider Partner
Customer
Solution
Provider Partner
Cisco or 3rd Party Provider
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Customer Needs / Services Lifecycle
Plan Build Manage
Cisco ServicesEnable Services Offerings
Cisco Service Cisco Smart Service
Cisco-Branded Services(Cisco Delivers)
SMARTnet
Smart Net Total Care
Collaborative Services(Partner Delivers)
Smart Care
Partner Support Service
Collaborative Professional Services
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BuildingService Offers
Establishing + Delivering Solutions
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Professional Services
Services + Support Building Blocks
Services Delivery Skill Building and AllocationProject Management Framework
Business Fundamentals
Operational Excellence
Creating Customer
Value
Project Handover and ClosureDiscovery/Readiness FrameworkDesign FrameworkImplementation Framework
Engagement Quality Assurance and BenchmarkingCustomer Satisfaction Surveys and References
Support Services Skill Building and AllocationHelp Desk and Adv. Tech Support Services
Onsite Support ServicesFunctional Knowledge Transfer
Network MonitoringOperations Framework
Technical Account ManagementLong Term Support Services
Optimization Framework
Reference: Cisco Partner Field Guide
Support and Managed Services
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MarketingCreating Demand for Your Services
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EXIST ING C U S T O M E R S
Where Opportunities ResideNEW C U S T O M E R S
New CustomersNew product and services opportunities to companies you’ve never worked with before
New installed based opportunities with new companies (someone else’s customer)
Opportunities within Existing CustomersNew departments / divisions
New technology / solution
New services that you don’t currently offer
Existing Customer Installed BaseRenewals
Last Day of Support (LDOS)
Uncovered equipment
Monitoring / Management / Support
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Creating OpportunitiesExisting
Engagement Add-onsCustomer
Discovery Meetings
Workshops and Events
Data Collection and Analysis
Marketing Campaigns
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What Do You Need?Action Plan – Who, What, and HowA Services / Solutions PortfolioPartner Branded Cisco Branded
New Markets: Target Data + Marketing PlanExisting Customers: Customer Data and AnalysisMarketing MessagingPresentation Education Materials Collateral Materials
Trained Technical and Sales TeamsTracking / Reporting System
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Positioning and Closing DealsSelling Services
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Adopt a Sales ProcessIdentify Sales Opportunity
Customer Discovery Meeting
Service Positioning
Service Demonstration
Obtain Pricing, Generate Quote
Present Quote to Customer
Handle Objections Close Sale
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Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission. 120309_24
Next StepsComplete an assessment to understand where you are today
And how you compare to others in your field
Decide on your services strategyDetermine your build versus buy strategyLeverage Smart Services “engines” to help grow your services businessContinue to work with us on your strategy and planLeverage our resources, programs, and incentives To help accelerate the growth of your business
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Thank You