Accelerating Partner Success

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-1

Module Objectives
Upon completing this module, you will be able to define key resources and programs for Cisco and Linksys and apply them to meeting customer needs. This ability includes being able to meet these objectives:
Identify Cisco Smart Services for Small and Medium Business and how best they can meet customer needs Identify resources and programs to help partners succeed in the SMB segment

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-2

Services

Accelerating Partner Success

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-3

Lesson Objectives
After completing this lesson, you will be able to meet these objectives:
Explain the value of Cisco Services to both partners and customers Describe the Cisco portfolio of services for small and mediumsized businesses Explain how to position and recommend the most appropriate service

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-4

Value of Selling Services

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-5

The IT World is Moving to a New Business Model

Now applications run in real time over highly-evolved intelligent networks.
The network has become a strategic platform in a world that demands better integration of people, information, and ideas. The network has become a platform for integrating business strategies, processes, and goals.

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-6

The Services Value Proposition

To Cisco To Partners To Customers

Enhance Customer Satisfaction

2008 Cisco Systems, Inc. All rights reserved.

Improve Partner Profitability

Realize Full Potential of Network Investment

SMBEN v2.09-7

SMB Customers with a Service Relationship with Cisco Are More Loyal
Average Loyalty Rate

72% 48%
Industry Average* Cisco Corporate**

79%

Service Relationship with Cisco**

* Source: Walker, August 12, 2005 for Networking Equipment in the US ** Represents FY06 as of 7/26/06

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-8

What Is Customer Loyalty Worth?

Value of Customer Loyalty

75% increase

5% increase
Customer Loyalty

yields

Current Customer Relationship

Net Customer Value

A 5% increase in customer retention, due to increased loyalty, yields a staggering 75% increase in the net present value of an existing customer
Source: Frederick F. Reichheld, Loyalty Rules!
2008 Cisco Systems, Inc. All rights reserved. SMBEN v2.09-9

Services Increase Partner Margins

30%

Partner Margins

20%

10%

0%
<20% 21-40% 41-60% 61-80% >80%

Services as a % of Total Business Mix

Source: BestPerformer Benchmark 2006 Report, www.service-leadership.com
2008 Cisco Systems, Inc. All rights reserved. SMBEN v2.09-10

The Value of Services to Partners

Selling services can provide a consistent revenue stream, much like an investment annuity, but without the initial cost.
Cisco Services can help partners:
Gain opportunities to increase profitability
Improve productivity Improve customer satisfaction and loyalty Reduce risk in deploying and supporting new and complex technologies

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-11

Service Business Value to Customers

Lower the Total Cost of Network Ownership

Increase Network Availability

Improve Business Agility

Speed Access to Applications

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-12

The Cisco Lifecycle Services Approach

Coordinated Planning and Strategy Design the Solution

Assess Readiness

Prepare

Plan

Design

Customer Partner Cisco

Optimize
Operational Excellence

Operate
Maintain Network Health

Implement
Implement the Solution

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-13

Cisco Go-to-Market Approach

Cisco Services
Collaborative Services Partner Services

Sold by Cisco or partner, delivered by Cisco

2008 Cisco Systems, Inc. All rights reserved.

Sold by partners, delivered by partner and Cisco collaboratively

Sold and delivered by partner

SMBEN v2.09-14

Enabling Partners to Deliver Services Designed for SMBs

Prepare, Plan, Design, and Implement Operate Optimize

Partner Services

Cisco Services Collaborative Services Partner Services

Partner Enablement

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SMBEN v2.09-15

Cisco Smart Services for SMB Portfolio

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SMBEN v2.09-16

Cisco Smart Services for Small and Medium Business

Cisco Smart Care Service

Cisco SMARTnet Service

Cisco Smart Foundation Service*

*Cisco Smart Foundation Service was previously called SMB Support Assistant
2008 Cisco Systems, Inc. All rights reserved. SMBEN v2.09-17

Cisco Smart Care Service

Cisco Smart Care Service
Comprehensive network-wide service that combines technical support with proactive monitoring, assessments, and remote repairs to keep networks secure and running optimally
Target Customer
Business with 50600 network users and 5 to 105 devices Network is critical to business Limited IT expertise; wants network-level coverage

Go-to-Market
Partner delivered, collaborative service

Features
Proactive network-wide monitoring, assessments and notifications Advance Hardware Replacementnext business day/same day ship, 4-hour 24x7 partner access to the Cisco Technical Assistance Center Cisco.com knowledge base and Smart Care Portal Operating system software updates and upgrades Software application updates
2008 Cisco Systems, Inc. All rights reserved. SMBEN v2.09-18

Cisco SMARTnet Service

Cisco SMARTnet Service
An award-winning technical support service that offers direct, anytime access to Cisco engineers and extensive technical resources, SMARTnet delivers rapid issue resolution, flexible device-by-device coverage, and premium service options to help maximize operational efficiency
Target Customer
Any size business, any number of Cisco devices Network is mission critical Skilled IT staff who require direct access to Cisco engineers and want flexible device-level coverage for all network devices

Go-to-Market
Cisco delivered, Cisco service

Features
Advance Hardware Replacement(NBD/same day ship, 2-hour, 4-hour and/or onsite parts replacement and installation) 24x7 direct customer access to TAC Cisco.com knowledgebase and tools Operating system software updates and upgrades

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-19

Cisco SMARTnet for SBCS

SMARTnet for SBCS
Direct, anytime access to Cisco engineers for rapid issue resolution and complete, solutionslevel technical support for smart business communications systems for small businesses
Customer Profile
Voice network is mission critical to business Needs responsive support with device level coverage that meets budget requirements Small business up to 48 network users

Service Sales and Delivery

Sold by Cisco and Certified Partners, delivered by Cisco

Service Capabilities and Features

24 x 7 global access to the Cisco Technical Assistance Center (TAC) for help with configuration, diagnostics, recommendations Advance hardware replacement(NBD, 2-hour, 4-hour and/or onsite engineer) Application and operating system software updates and upgrades Access to the extensive Cisco.com knowledge base and tools
SMB Link back to
2008 Cisco Systems, Inc. All rights reserved. SMBEN v2.09-20

Cisco Smart Foundation Service

Cisco Smart Foundation Service*
An entry-level technical support service that provides the support that small businesses need to help them maintain network reliability and minimize disruption to business
Target Customer
Businesses with data-only networks, SMB-class products, and fewer than 250 network users (~50 or fewer network devices) Network is important, but not mission critical, to business Needs responsive support with device-level coverage that meets budget requirements

Go-to-Market
Cisco delivered, Cisco service

Features
Advance Hardware ReplacementNBD/same day ship Business hours access to SMB TAC Cisco.com SMB knowledge base Online network troubleshooting tools designed for SMBs Operating system software updates for bug fixes
SMBEN v2.09-21

*Cisco Smart Foundation Service was previously called SMB Support Assistant
2008 Cisco Systems, Inc. All rights reserved.

Cisco Smart Services for SMB Overview

Cisco Smart Care Service Type of Service Proactive networkwide monitoring, assessments, and notifications 8 x 5 x NBD Cisco SMARTnet Service Responsive device coverage Cisco Smart Foundation Service Responsive device coverage

Advance Hardware Replacement

8 x 5 x NBD 8x5x4 24 x 7 x 4 and/or 24 x 7 x 2 (on-site parts replacement) Only with on-site option 24 x 7 access

8 x 5 x NBD

On-site Engineer Cisco Technical Assistance Center (TAC) Hotline Cisco.com Knowledge Base and Tools Operating System and Application Software Eligible Devices Integrated PlatformSpecific 24 x 7 access

Business hours (8 a.m.5 p.m.) access to special SMB TAC (access levels vary by region) Cisco.com SMB knowledge base Operating system software updates for bug fixes Select SMB class data products

Smart Care portal Ongoing updates and upgrades SMB-class products

Full access Ongoing updates and upgrades All Cisco Services for ISRs Cisco SMARTnet Service for Smart Business Communications System

Delivered By:

Delivered by Cisco certified partner and Cisco collaboratively

Cisco

Cisco

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-22

Service Options that Meet Customer Needs

Self Service Network Importance Preferred Provider Coverage Preference Hardware Replacement

Smart Care

Proactive

Critical

Partner

Network

NBD, 4-hour

Coverage Preference
SMARTnet

Responsive*

Critical to Mission Critical

Cisco

Device

2-hour, 4-hour or NBD

Smart Foundation

Responsive

Important

Cisco

Device

NBD

*SMARTnet includes proactive diagnostics and real-time alerts on select devices.

2008 Cisco Systems, Inc. All rights reserved. SMBEN v2.09-23

The Cisco Services Accelerate Program

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-24

Selling Considerations: Services

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-25

Cisco Services Industry Recognition

Industry Surveys Certifications

Industry Awards

Consistently recognized for industry-leading services innovation and excellence Best practices in Service Supply Chain, Web-based Support, and Certification Programs
2008 Cisco Systems, Inc. All rights reserved. SMBEN v2.09-26

Industry-Leading Support Capabilities

Each service includes a selection from the following service capabilities for the best possible network reliability and application performance: Cisco TAC Support Engineers Advance Hardware Replacement Cisco.com Online Technical Resources Operating System Support & Updates

Cisco Application Support & Updates

Remote Management, Monitoring, Resolution

Advanced Security Intelligence

Smart Services Diagnostics and Alerts

Designated Technical Specialist is an additional capability available for some services.

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-27

Selling Services to SMBs

Sell complete solutions, not just products or services Sell service at the beginning of the sales process as part of a solution sales approach

Lead with consulting services in order to drive higher product and service sales
Prepare customers for the cost of service Lead with multiyear service at every opportunity Attach services to every Cisco solution Pursue opportunities to sell services on uncovered equipment Manage your services contracts and renew service agreements Offer financing solutions to enable small and medium-sized business customers to acquire the complete solution that meets their needs Focus sales efforts on the Cisco Smart Services for Small and Medium Business portfolio

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-28

Answers to Customer Objections

Objection:
Why do I need a support service contract? The warranty should be enough.

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-29

Answers to Customer Objections (Cont.)

Objection: There is no money in the budget for service contracts.

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-30

Value-Add Services for Partners

Mission Critical

Importance of Network

SMARTnet SMARTnet Service Service

Smart Care Service

Important

Smart Foundation Service

Responsive Proactive Managed

Service Needs

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SMBEN v2.09-31

Cisco Resources for Partners

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SMBEN v2.09-32

Q&A

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SMBEN v2.09-33

Lesson Summary
Cisco Services enhance customer satisfaction and improve partner profitability.
Cisco Smart Services for Small and Medium Business can help small and medium-sized businesses realize the full potential of their network investment.

Selling service solutions to small and medium businesses helps them effectively manage their cash flow while providing the benefit of consulting services and technical support services.

2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-34

 2008 Cisco Systems, Inc. All rights reserved.

SMBEN v2.09-35