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KnowMe Initiative Services Channels Use Cases

KnowMe Initiative September, 2010. KnowMe Initiative Services Channels Use Cases. Objectives. Draft story board to illustrate use cases for the KnowMe initiative Leverage CSPP as the business scenario and back-drop for the use cases

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KnowMe Initiative Services Channels Use Cases

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  1. KnowMe Initiative September, 2010 KnowMe Initiative Services Channels Use Cases

  2. Objectives • Draft story board to illustrate use cases for the KnowMe initiative • Leverage CSPP as the business scenario and back-drop for the use cases • The storyboard describes the following phases of partner recruitment and engagement in CSPP: • Awareness • Recruitment • On-boarding • Partner Success

  3. Actors: Partner Personas

  4. Actors: Cisco Personas

  5. Key Requirement/Desire List • Ability to capture and update partner landscape segmented by geography and service program • Ability to capture and display historical partner performance on legacy service programs, including discounts and rewards • Ability to model future partner performance on legacy service programs (align to ROWC, on-going eligibility, service program mix) • Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix) • Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers • Ability to capture partner contact data and persona context

  6. Key Requirement/Desire List • Ability to capture and segment partner service sales opportunity data • Ability to capture service bookings data and associated promotion information • Ability to model the impact of smart services and b2b capabilities • Ability to capture and trend customer call history • Ability to capture and trend customer RMA history • Ability to capture and trend call history by agent, product and technology • Enable our partner community to be successful within new business models • Enable our partner community to be successful in service-led solution sales and delivery

  7. Key Requirement/Desire List • Ability for partners to collaborate - shared approach to service delivery • Advise when a partner has a small gap to achieve a rebate • Partner peer comparison, competitive landscape for individual partners • End-customer contract information driving entitlement to Cisco tools and services

  8. Awareness Ability to capture and update partner landscape segmented by geography and service program Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers .

  9. Awareness Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers Everyone U.. and CANADA Partner specific * Based on entitlement, different information is highlighted

  10. Awareness Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers Everyone US an CANADA Partner specific

  11. Awareness Ability to capture and display historical partner performance on legacy service programs, including discounts and rewards Ability to model future partner performance on legacy service programs (align to ROWC, on-going eligibility, service program mix) Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix)

  12. Recruitment Ability to capture partner contact data and persona context

  13. Recruitment Ability to capture and display historical partner performance on legacy service programs, including discounts and rewards Ability to model future partner performance on legacy service programs (align to ROWC, on-going eligibility, service program mix) Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix)

  14. Recruitment Ability to capture and display historical partner performance on legacy service programs, including discounts and rewards Ability to model future partner performance on legacy service programs (align to ROWC, on-going eligibility, service program mix) Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix)

  15. Recruitment Ability to capture and display historical partner performance on legacy service programs, including discounts and rewards

  16. Recruitment Ability to capture and display historical partner performance on legacy service programs, including discounts and rewards Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix) Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers

  17. Recruitment Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers

  18. On-Boarding Ability to capture partner contact data and persona context Mary directs Lucy to the ‘Join’ button where the process to join the program begins including the ability to sign the new agreement.

  19. On-Boarding Ability to capture partner contact data and persona context

  20. On-Boarding Ability to capture and display historical partner performance on legacy service programs, including discounts and rewards Ability to model future partner performance on legacy service programs (align to ROWC, on-going eligibility, service program mix) Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix) Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers Ability to capture partner contact data and persona context Ability to capture and segment partner service sales opportunity data

  21. Partner Success Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix) Ability to capture and segment partner service sales opportunity data Ability to model the impact of smart services and b2b capabilities Ability to capture and trend customer call history Ability to capture and trend customer RMA history Ability to capture and trend call history by agent, product and technology Enable our partner community to be successful within new business models Enable our partner community to be successful in service-led solution sales and delivery Advise when a partner has a gap to achieve a rebate End-customer contract information driving entitlement to Cisco tools and services

  22. Partner Success Ability to capture and segment partner service sales opportunity data Advise when a partner has a gap to achieve a rebate

  23. Partner Success Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix) Ability to capture and segment partner service sales opportunity data

  24. Partner Success Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix) Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers Ability to capture partner contact data and persona context Ability to capture and segment partner service sales opportunity data Ability to capture service bookings data and associated promotion information Ability to model the impact of smart services and b2b capabilities Advise when a partner has a gap to achieve a rebate

  25. Partner Success Ability to capture partner contact data and persona context Ability to capture service bookings data and associated promotion information Advise when a partner has a gap to achieve a rebate

  26. Partner Success Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers Ability to capture and segment partner service sales opportunity data Ability to model the impact of smart services and b2b capabilities Ability to capture and trend customer call history Ability to capture and trend customer RMA history Ability to capture and trend call history by agent, product and technology Enable our partner community to be successful within new business models Enable our partner community to be successful in service-led solution sales and delivery Partner peer comparison, competitive landscape for individual partners

  27. Partner Success Ability to model future partner performance under new service programs and offers (align to ROWC, on-going eligibility, service offer mix) Ability to capture partner profile information in order to ascertain eligibility for future service programs and offers Enable our partner community to be successful within new business models Enable our partner community to be successful in service-led solution sales and delivery Ability for partners to collaborate - shared approach to service sales & delivery Advise when a partner has a gap to achieve a rebate

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