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SAP User Experience Management by Knoa

SAP User Experience Management by Knoa. Sales Training: Positioning for Value. Agenda for this session. Introduce core messages of Knoa and SAP UEM Discuss how to successfully position SAP UEM For greatest chance of success With the shortest sales cycles For maximum value ($)

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SAP User Experience Management by Knoa

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  1. SAP User Experience Management by Knoa Sales Training: Positioning for Value

  2. Agenda for this session • Introduce core messages of Knoa and SAP UEM • Discuss how to successfully position SAP UEM • For greatest chance of success • With the shortest sales cycles • For maximum value ($) • Share the experience and ‘lessons learned’ • Showcase the tools that maximize chance of success

  3. SAP and KnoaDriving Success For Five Years 2010 • SAP UEM Product Goes Mainstream Across SAP • More than 75 customers in 12 vertical markets • Largest monitored population 70,000 SAP users within an individual customer • Addition of CRM 7.0, CRM 2007 and wide expansion of SAP coverage • Expansion to additional languages for international support • SAP Reseller Relationship Goes Global • New Customers in EMEA, LAC and APJ • Continuing expansion of product capabilities including SAP WEB GUI • Version 5.5 Delivers dynamic base-lining and benchmarking • SAP starts selling co-branded SAP UEM by Knoa • Significant expansion of product capabilities based on customer feedback • SAP begins remarketing Knoa product • Strengthen relationship of companies as first relationship stage • Significant expansion of product capabilities • Alignment with SAP sales force in North AmericaSAP/Knoa Relationship begins in response to customer requests of SAP • Customer trials begin of SAP specific Knoa product • Initial results enabled immediate product refinement to meet needs of SAP market 2009 2008 2007 2006

  4. Knoa’s Core Belief • IT services value is measured by the effective execution of business tasks. • Not by the measurement of: • … application performance • …server performance • …network performance • …PC performance

  5. It’s all about the end-user! How is SAP Value Achieved? • Each end-user must: • Adopt the application • Effectively execute their role • Efficiently execute their transactions • Execute in compliant manner • Utilize all the decision support tools that optimize execution

  6. Mainframe Application Tier Tier Network Router Firewall Switch Web Tier Database Tier The Current IT/Business Gap Business Process (how people work, owned by the business) “This system is not responsive…try something different” Few common metrics, misaligned IT and Business Processes Users “All Dashboards are Green” IT Ops/Services (how IT works, owned by IT)

  7. The End-user Visibility Gap Field Team PMO/IT/COE Customer Service “No time to update my forecast before the customer meeting. I’ll just say I tried but the system got hung-up.” “We successfully rolled-out no major system problems. All Dashboards are Green” “Consistently Using the Wrong Process” Shared Service Center Manufacturing Contact Center “ Why can’t I get this to work!!!!” “Wow, the system is SO slow today!” “What the heck is an illegal method call?”

  8. What’s in the Gap? 50-60% of application functionality is not used Waste … Cost … Risk … Non-Compliance … Inefficiency … Process Execution Shortfalls * Source: Knoa customer research

  9. What’s in the Gap? 75% of system and application errors are never reported Waste … Cost … Risk … Non-Compliance … Inefficiency … Process Execution Shortfalls * Source: Knoa customer research

  10. What’s in the Gap? 25% of reported performance problems are not real Waste … Cost … Risk … Non-Compliance … Inefficiency … Process Execution Shortfalls * Source: Knoa customer research

  11. What’s in the Gap? 30% of performance problems are caused by user behavior Waste … Cost … Risk … Non-Compliance … Inefficiency … Process Execution Shortfalls * Source: Knoa customer research

  12. What’s in the Gap? 60% of roll-outs and upgrades cause business disruption Waste … Cost … Risk … Non-Compliance … Inefficiency … Process Execution Shortfalls * Source: Panarama Consulting Group

  13. Mainframe Application Tier Tier Network Router Firewall Switch Web Tier Database Tier The Current IT/Business Gap Business Process (how people work, owned by the business) “This system is not responsive…try something different” Performance AchievedExperience Received SAP UEM by Knoa “All Dashboards are Green” IT Ops/Services (how IT works, owned by IT)

  14. Application Usage • Transaction Usage • Active & Idle Times • User Errors • Business Task Execution • User-Experienced Response Time • Errors in the Infrastructure • Errors in the Application How does SAP UEM by Knoa Illuminate the End-User Visibility Gap A ‘out of box’ software application that provides comprehensive metrics and rich end-user insight Performance Achieved Experience Received Every End-User, Every Transaction, All the Time

  15. A Unique Opportunity • As obvious as this all seems, • No one else is doing this!

  16. A Recognized Leader in Innovation and Value One of < 20 “Solution Extension” Partners “Knoa EPM is a Leader in End-user monitoring” “Knoa Software is a Cool Vendor” “Knoa Software is an APM Innovator” “The Leader in Driving End-user Productivity” “Overall we are very impressed with Knoa” “Knoa’s products are a gift for our troubled times”

  17. End-User Management--An Emerging Best Practice "If users do not, or cannot, effectively utilize applications, then projects fail, so end-user performance and satisfaction are critical. This requires monitoring and measuring the end-user experience using this insight to target continuous improvement projects."

  18. A Unique Opportunity • ….But, that doesn’t mean selling SAP UEM is easy

  19. Challenges • There’s no budget for end-user experience and performance management. So, you look for the budget you are going to steal from.

  20. Challenges • There’s not always a clear ‘owner’ of the problems we solve Don’t sell to a “team”. Find the Fox

  21. Challenges • SAP UEM is a tool the customer hasn’t seen before You need to educate and evangelize while you sell

  22. “Teach the customer how to buy” • Positioning for Valueis the Key

  23. Positioning for Value is Key • Understand the customer context, then…Link the SAP UEM solution to that context • Understand how SAP UEM impacts and is used by key stakeholders, then…Show the customer how that value will be realised! • Understand how SAP UEM delivers value at various stages of the SAP application life cycle, then… Tune your messages to that stage

  24. There are a load of tools to help you do this! www.knoa.com/sapsales SAPUEM Knoa

  25. Understand the Customer Context • Business Objectives and KPIs that are linked to the SAP apps • Major Projects and Initiatives (that might have a budget) • Current Processes in Play for application and end-user management • Customer problems and pain points

  26. SAP UEM Discovery Questionnaire:Use it!

  27. Understand How SAP UEM is USED to deliver value to key stakeholders • End-User Support • Tier 1, Tier 2, Application Support/IT Operations Training/Change Management Business Process/Functional Heads CIO

  28. Detailed Positioning Advice Exists:Use it!

  29. Detailed Positioning Advice Exists:Use it!

  30. Detailed Positioning Advice Exists:Use it!

  31. Show the customer how value will be realized

  32. Show the customer how value will be realized

  33. Understand how SAP UEM delivers value at various stages of the SAP application life cycle. QA & UAT Plan & Dev Launch & “Go-Live” Upgrade &Expand Operate &Improve Service Mgmt

  34. Life Cycle Positioning Tools Exist:Get to know them!

  35. Life Cycle Positioning Tools Exist:Get to know them!

  36. Tune your messages to the right stage of the sales cycle!

  37. Tune your messages to the right stage of the sales cycle!

  38. Tune your messages to the right stage of the sales cycle!

  39. Positioning for Value:Got it? • Understand the customer context, then…Link the SAP UEM solution to that context • Understand how SAP UEM impacts and is used by key stakeholders, then…Show the customer how that value will be realised! • Understand how SAP UEM delivers value at various stages of the SAP application life cycle, then… Tune your messages to that stage

  40. Conclusion • Great product • Great opportunity • Great Tools • Great Sales Team • Great Results

  41. Positioning for Value Drives Big Deals! • BHP Billiton @ $2.7millon…… Merck @ $1.6 million … Coke @ $500K ….…. Rockwell Collins @ $767K …Baker Hughes @ $400K

  42. SAP User Experience Management by Knoa Thanks for your time.

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