Mit Cisco Services mehr Geld verdienen

Cisco Confidential 1© 2010 Cisco and/or its affiliates. All rights reserved.

Geld verdienen

Oktober 2012

09:30 – 10:30 Uhr Mit Cisco Services mehr Geld verdienen• Vorstellung der Leistungen und Mehrwerte von

Cisco Services für Reseller

• Warum lohnt es sich finanziell Services zu

verkaufen

10:30 – 12:00 Uhr Neuigkeiten von Cisco Service & Bedeutung für Reseller• Neues Service Partner Programm (CSPP) –

Mehrwerte und Auswirkungen

• Aktuelle Promo’s & Programm Vorstellungen

• Effektive Nutzung der Partner Metric Central (PMC)

12:00 – 13:00 UhrProzesse- und Tools für einen schnelleren Informationszugang• Vertragsmanagement- und Adminstration, Lizensen

• LLW & Garantie & Gewährleistung mit Prozessen

im Detail

• Darstellungen der wichtigsten Tools

13:00 – 13:30 UhrMittagessen und parallel individuelle Meetings bei Interesse Ihrerseits

13:00 – 14:30 Uhr Individuelle Meetings

AGENDA

Consumers/Staff Want the Same Personalized, On-Demand Treatment They Are Used to in Their Personal Lives

New Competitors, New Business Models,

Accelerated Business

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4

Accelerated Business Processes, etc.

Innovation Can Come from ANYwhere, ANYone, and at ANYtime

New Market Expectations AreCreating Conflicting Growth-

Expense Management Objectives

• Mobility

Globally mobile data will increase 39 times from 2009 to 2014

• Cloud and Virtualization

More than 25% of software likely purchased on a hosted basis over the next 5 years

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5

next 5 years

• Video

Within three years, 91% of all consumer internet traffic will be video

Today, 50% of all Cisco IT network traffic is video

Driving GrowthDriving Growth Enter new markets and add emerging technologies

What You Can Do About It:Your Concerns:

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6

AddressingCompetitive PressuresAddressingCompetitive Pressures

Use automation to reduce costs and increase marginsIncreasing ProfitabilityIncreasing Profitability

Drive innovation in your services practice to build market differentiation

Typical ServicesGross Margin

Compared to product margins as low as 1%

Services-led engagements provide a platform for a recurring revenue model

Services-led/supported engagements

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7

Services-led/supported engagements extend beyond the scope and reach of product-led engagements

Providing services can lead to improved customer loyalty and greater opportunities to sell total solutions (more hardware when selling services)

* Source: National Association of Computer Consultant Businesses (NACCB) 2009 Operating Practices Report

Customer Loyalty and Affinity

TransformGrowExtendExtend

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8

Reach and Longevity of Existing Relationship

New Opportunities

TransformGrowGrowExtend

Gross Margin Dollar and Net Margin Dollar (GMD/NMD)

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9

Top-Line Revenues

Consistent, Recurring Revenue

Portfolio Offering

TransformTransformGrowExtend

Boosts Revenues So You Can Grow Your Organization

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10

Encourages a More Efficient Sales Process

Creates a Sustainable Business with Increasing Performance

TransformTransformGrowExtend

Your margins increase with every service

What Does Selling Services Do for You?

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11

Your margins increase with every service you attach to a product sale

As you attach more services, you begin to attain certain attachment rewards

•Cisco Services can help customers keep their business running in real time by helping to:

�Increase network uptime and operational efficiency

�Lower operational costs

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12

�Lower operational costs

�Gain critical insight into network performance

�Strengthen IT security and compliance

�Extend the value of your IT investments

•Selling Cisco Technical Services can

help:

�Gain opportunities to increase

profitability

�Improve productivity

�Improve customer satisfaction ratings

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13

�Improve customer satisfaction ratings

and loyalty

�Reduce risk in deploying and supporting

new and complex technologies

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14

10%

20%

30%

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15

0%

10%

Selling services can provide a consistent revenue stream, much like an

investment annuity, but without the initial cost.

Source: BestPerformer ™ Benchmark 2006 Report

<20% 21-40% 41-60% 61-80% >80%

Services as a % of Total Business Mix

Partner Margins

www.service-leadership.com

E-ConsultingMultiyear

Cisco E-Consulting

for Partner Increased customer

loyalty

reduced administration

expenses

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16

PMC

expenses

improved cash flow and

margins

Cisco Performance

Metrics Central

Average gross margin of

a full-service provider is

18% to 25%

Gain more

opportunities in

existing and net

new accounts

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17

Extend customer

loyalty and affinityto your brand

Develop a

recurring revenue

model

Leverage the Cisco Brand and Increase Your Profits

•In most cases, Cisco provides an industry standard 90-day limited warranty.

�A hardware warranty guarantees that the hardware will be free of defects in material and workmanship under normal use or it will be replaced by Cisco.

�A software warranty guarantees that the media on which the software is

Customers might

mistakenly think of

warranties as a potential

substitute for a service

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18

the media on which the software is furnished will be free from defects and that the application conforms to the documentation.

�Customers who purchase Cisco Services contracts receive important benefits above and beyond the warranty such as advance replacement options, access to the Cisco TAC and to Cisco.com, and software updates and upgrades.

contract.

Warranties are short-

term, generally 90 days,

and limited to repair

and/or replacement of the

Cisco product.

CSPPCSPP

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19

TAC (Technical Assistance Center)Telefon-Hotline (24 Std. an 365 Tagen)

CCO (Cisco Connection Online)Web-Support (24 Std. an 365 Tagen)

1.

2.

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20

Web-Support (24 Std. an 365 Tagen)

Software Updates und Upgradesfür IOS (24 Std. an 365 Tagen)

HW-Austausch

8 x 5 x nä. AT

HW-Austausch

8 x 5 x 4

2.

3.

4.HW-Austausch

24 x 7 x 4

TAC (Technical Assistance Center)Telefon-Hotline (24 Std. an 365 Tagen)

CCO (Cisco Connection Online)Web-Support (24 Std. an 365 Tagen)

1.

2.

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21

Web-Support (24 Std. an 365 Tagen)

Software Updates und Upgradesfür IOS (24 Std. an 365 Tagen)

HW-Austausch8 x 5 x nä. AT

HW-Austausch8 x 5 x 4

2.

3.

4.HW-Austausch

24 x 7 x 4

+ Techniker+ Techniker + Techniker

Smart Care Capabilities

Partner Value-addPartner Value-add

Partner Service delivered to Customer incorporating Cisco Smart Care Capabilities

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22

Monitoring Assessment & Repair

Monitoring Assessment & Repair

Business Intelligence & Insight

Business Intelligence & Insight

Disaster RecoveryDisaster Recovery

Contract Consolidati

on

Contract Consolidati

on

Traditional Technical Services (as known from

SMARTnet)

Traditional Technical Services (as known from

SMARTnet)

Global Center

Satellite Center

Regional Center

24-Hour Hardware Replacement coverage

Erstklassiger, weltweit beständiger Service

Cisco Confidential 24© 2010 Cisco and/or its affiliates. All rights reserved.

� Hardware replacement in 128 countries� 1100+ Depots� $5B+ in Spare Parts Inventory� 840,000 Parts Delivered Annually� 250,000 Service Requests Quarterly� Engineers average 5+ years of industry experience

1. Telefon : +32-27045555

2. Email – tac@cisco.com

3. Online - http://tools.cisco.com/ServiceRequestTool/create/

Erforderliche Angaben bei Ticket/Case-Eröffnung:

- Servicevertragsnummer

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25

- Serien-Nummer des Chassis und des Moduls

- Modell-Nummer des Produktes mit der HW-Konfiguration

- Angabe, wo das defekte Gerät steht; Install-Site Adresse (Standort)

- Netzwerk-Topologie mit Erklärungen

- Output des „show tech“ Befehls (wenn vorhanden) und weiterer, relevanter Output

- Problembeschreibung inkl. der Symptome

- Software-Version

- Emailadresse, an die die Service-Ticket/Case-Bestätigung geschickt werden soll

TAC Duty Manager

• Responsibilities

Assess the problem

Assign additional resources if necessary

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26

2626

• How to contact the Duty Manager

Asia-Pacific: +61 2 8446 7411

Europe: +32 2 704 5555

USA: 1 800 553 2447; +1 408 526 7209

Ask for the Duty Manager

� Dringlichkeit -

Severity 1

Einstufung

High

Severity 1

Cisco Confidential 27© 2010 Cisco and/or its affiliates. All rights reserved.

� Dringlichkeit -

Severity 2

� Dringlichkeit -

Severity 3

� Dringlichkeit -

Severity 4

Einfluss auf

Netzwerk

Einfluss auf das BusinessLow High

Severity 2

Severity 3

Severity 4

Thank you.Thank you.