CTT Corp. Derechos reservados 11-2005 CHANNEL READINESS PROGRAM FOR CISCO PARTNERS 1 - 1 CTT Corp. Derechos reservados 11-2005 CHANNEL READINESS PROGRAM

CTT Corp. Derechos reservados 11-2005

CHANNEL READINESS PROGRAM FOR CISCO PARTNERS1 - 1



Consultative Selling: Using the Smart Business Roadmap

Selling SMB Solutions – Cisco Resellers UniversityV1.0



• Appreciate the benefits of a consultative sales approach

• Describe the process and benefits of engaging with prospects based on business needs

• Describe the way the SBR Discovery Guide identifies business challenges and provides gap analysis

• Describe the linkage between the Discovery Guide and the Solutions Recommendations Guide

• Align Cisco solutions to customer business challenges

Objectives

Upon completion of this chapter, you will be able to perform the following tasks:



Cisco Smart Business Roadmap

Results:Results:

• Provides sales opportunities based on business needs Provides sales opportunities based on business needs instead of technology requirementsinstead of technology requirements

• Elevates the Cisco partner to a strategic consultant with Elevates the Cisco partner to a strategic consultant with the prospectthe prospect

• Helps prospects meet near term business needs while Helps prospects meet near term business needs while planning for long-term optimizationplanning for long-term optimization

What It Is:What It Is:

A roadmap that helps Cisco SMB Focused Partners develop A roadmap that helps Cisco SMB Focused Partners develop a long-term consultative sales relationship with prospects a long-term consultative sales relationship with prospects leading to ongoing revenue opportunities.leading to ongoing revenue opportunities.



Business Challenges• Customer and employee self service

• Reducing telecom charges

• Enhanced customer service

• Flexible channel and delivery options

Cost Containment

Operational Efficiency

Customer Responsiveness

• Do more with less

• Improve business processes

• Access real-time business information

Security • Information security

• Regulatory compliance

Need a better way of doing business!!!



Business Decision Value Chain

Business StrategyBusiness Strategy

Business SolutionsBusiness Solutions

ProductsProducts

TechnologiesTechnologies

Early engagement = higher $$$ sale Early engagement = higher $$$ sale

SBR ApproachSBR Approach

Product Driven Tactical Approach Product Driven

Tactical Approach

Compete on price = low $ sale

Compete on price = low $ sale



Smart Business Roadmap Phases

Business securely connected

Differentiated Services

Externally connected



Externally connected

Foundation Growth Optimized



Customer Responsiveness Banking Example

Pain Point Symptom Solution Case Study Benefits/ROI

• Increase customer sat.

• Gain trust of members

• SDN for FI• IP Video Surveillance • Integrated CRM

• Shorter Teller Lines• Customer Trust • Risk Management

• Responsiveness• Compliance • Customer Privacy

Application Efficiency/Risk ManagementApplication Efficiency/Risk Management“Foundation”

Mountain America Credit Union


• IPC and IPCC• Virtual Contact Center• Extend to Branch

• Increase Wallet Share• Self Service • Customer Intimacy

• Uniform Experience

Integrated Banking ServicesIntegrated Banking Services“Growth”

Arizona State Savings & Credit Union

• Reduced communication costs

• Reduce call times 50%


• Electronic Marketing• Wireless Concierge• Video Conferencing• Wireless Office

• Cross Selling • Retail Experience• Increase Wallet Share

• Customer Reach• Channel Efficiency• Service Efficiency

Service AccelerationService Acceleration“Optimized”

Municipal Credit Union

• Improve customer sat.

• Increase efficiency



Prospect Benefits of SBR

• A link between business plans and IT Planning

• A roadmap for building a flexible IT infrastructure that protects and builds on previous investments

• Less risk through implementing proven solutions

• Faster implementation of new business applications – AGILITY

• Lower TCO

A better way of doing business!!!



Why Use It:What will SBR do for you?

―Larger deal size and product attachment sales ―More Service and Support offerings deliver

ongoing revenue-stream ―Solution differentiation from competition allows

premium margin

INCREASES PROFITABILITY

―Solution roadmap allows partners to retain customers by planning for long-term optimization

―Proactive planning enhances customer satisfaction

―Cisco training and sales tools enable consultative sales engagements

INCREASES CUSTOMER LOYALTY

DESCRIPTIONKEY BENEFIT



Case Study: InTouch Technologies

““We knew the success and acceptance of the robots would be We knew the success and acceptance of the robots would be dependent on the reliable availability of the network and rigorous dependent on the reliable availability of the network and rigorous security in compliance with HIPAA regulations.”security in compliance with HIPAA regulations.”

““We knew the success and acceptance of the robots would be We knew the success and acceptance of the robots would be dependent on the reliable availability of the network and rigorous dependent on the reliable availability of the network and rigorous security in compliance with HIPAA regulations.”security in compliance with HIPAA regulations.”

• Increasing number of patients and decreasing number of healthcare staff

• Physicians need to be able to share patient information more effectively

• Secure sensitive patient data

• Physicians can conduct more patient visits

• Physicians get information when they need it

• Data is secure and HIPPA compliant

Symptom

Solution

Benefits

• High-performance Cisco wireless network in hospitals

• Cisco security solutions

• Cisco switching and routing



SBR Sales Approach

Meet with Prospect

Meet with Prospect

Evaluate Results

Evaluate Results

Prepare to Present

Prepare to Present

Present to Prospect

Present to ProspectS

teps:

Pre-MeetingPrep

Pre-MeetingPrep

Pain point & Implementation Asessment

Calculate business challenge priority & evolution phase

Discovery Guide

Prioritize and prepare solutions recommendations

Business needs based solutions recommendations

Solutions Recommendation Guide



Discovery Guide

• Simple and easy to use!• There are 4 sections, one for each Business Challenge area:

•Cost Containment•Operational Efficiency•Customer Responsiveness•Security



EXAMPLE SCORING

Discovery Guide

Assessment Statements and Scoring

“Question A” - Business Challenge Prioritization Score

“Question B” – Phase within the Business Challenge Area

Business Challenge Statements



Discovery Guide—Cost

EXAMPLE COST

Priority Score Implementation

Phase Score



SBR Solutions Recommendation Guide

Side 1-Quick Start Side 2 Detailed Solution

• Focus on top challenges• Solutions and service options• Benefits

• Solutions and benefits



Customer Responsiveness—Foundation Phase

• Cisco Secure Network Foundation, with integrated security and Catalyst Switch

• Cisco CallManager Express or Cisco CallManager

• Cisco Unity Express or Cisco Unity Connection or Cisco Unity

• Hosted or Managed IPC (voice) service

• Hosted email service

• Hosted Website

• Need to provide customers with a basic up-to-date/available website

• Need to facilitate employee reach-ability

• Unable to provide rapid secure access to customer history, data, or buying behavior

• Your customer can get information quickly and easily from your company website

• Employees have multiple ways to respond to customers (email or phone call)

• Customer and company data is kept secure using the Cisco Network Foundation security features

SymptomSymptom Solution ViewSolution View Business BenefitsBusiness Benefits

Web Applications

Instant Messaging

Hosted E-Mail

Internet

Cisco Integrated Services Router

Cisco CallManager ExpressCisco Unity Express

Cisco Catalyst Switch

Integrated CiscoIOS Firewall and VPN

PSTNCisco

IP PhoneManagedServiceProvider

File / Application ServersCustomer Contact Database



Customer Responsiveness—Growth Phase

• Cisco VPN security services

• Cisco Secure WLAN

• On premise web hosting of your company website to gain maximum control of your website

• Customer perceives the company as competitive and state-of-the art

• Employees serve customer needs in the office, on the road, or telecommuting with full access to the voice and data network

• Your business gains more control over your website creating more innovative ways for you to communicate with the customer and conduct business

SymptomSymptom Solution ViewSolution View Business BenefitsBusiness Benefits• Facilitate employee reach-ability• Rapid access for geographically

dispersed employees• Reaching geographically

dispersed employees (WLAN, mobile, across office suites/floors)

• Providing web site on par with competitors

Cisco AironetAccess Point

Teleworker / Branch Office with VPN

Access

Laptop with wireless accessInternet

Cisco Integrated Services Router

Cisco CallManager ExpressCisco Unity Express

Cisco Catalyst Switch

Integrated CiscoIOS Firewall and VPN

PSTNCisco

IP Phone

Web Applications

Instant Messaging

HostedE-Mail

ManagedServiceProvider

File / Application Servers



Customer Responsiveness—Optimized Phase

• Cisco CRM Connector for CRM integration with Cisco IP Communications

• Intranet• eCommerce-enabled web site with

advanced security ASA5510• Cisco IP Contact Center Express

• Consistent customer experience across multi-branches, locations, channels

• Providing online ordering/ecommerce

• Enabling real-time access to customer info anytime/anywhere

• Customer easily and quickly reach the employee who can best serve them

• Customer receives consistently superior customer service at every “touch point.”

• Customer can purchase products and services easily and electronically from your website

• Employees have timely access to relevant customer information automatically

SymptomSymptom Solution ViewSolution View Business BenefitsBusiness Benefits

Cisco ASA

Cisco CallManagerCisco Unity

Cisco IPCC Express

Cisco CRM Connector

File / Application ServersWebsite Hosting Server

CRM Server

Web Applications

Instant Messaging

E-MailInternet Cisco Integrated Services Router

PSTNCisco

IP Phone

Cisco AironetAccess Point

Teleworker / Branch Office with VPN

Access

Laptop with wireless access

ManagedServiceProvider



Summary

Only Cisco and its World-Class Partners Can Deliver the Whole Solution

Unified components that work better together—enhanced Performance and securityEasy financingSupport services for easy deployment and lower cost of ownershipBusiness consulting to ensure network keeps pace

Cisco’s Smart Business Roadmap Addresses Today’s Challenges Better and Faster

Operational Efficiency Cost Containment

Customer Responsiveness

Security

Cisco Smart Business Roadmap Enables Optimal Business Performance Safe and strategic choice as solution evolves with your business

Lower overall costs, and faster speed to market with new services

Foundation Growth Optimized

A better way of doing business!!!



SBR For Partners and End Userswww.cisco.com/go/smbpartner

Channel Discovery GuideThis helps frame the sales call to help facilitate consultative selling

Case StudiesLearn how other Cisco Partners have used consultative selling to benefit their business. Customer case studies for use as sales tools

Customer PresentationScripted presentation for pitching Smart Business Roadmap to business decision makers



Smart Business Assessment

Intro to SBR Flash Demo

SBR Solution OverviewIDC White Paper

Key Technologies

Business Pain Point

SBR For Partners and End Userswww.cisco.com/go/sbr



Summary

:

• Appreciate the benefits of a consultative sales approach

• Describe the process and benefits of engaging with prospects based on business needs

• Describe the way the SBR Discovery Guide identifies business challenges (pain points) and provides gap analysis

• Describe the linkage between the Discovery Guide and the Solutions Recommendations Guide

This lesson covered the following main topics:



Documents

CTT Corp. Derechos reservados 11-2005 CHANNEL READINESS PROGRAM FOR CISCO PARTNERS 1 - 1 CTT Corp. Derechos reservados 11-2005 CHANNEL READINESS PROGRAM