Presentation Transcript

1. Selling ServicesNetIQ U Sales Enablement TrainingOctober 2012 Mary Carty Services Sales Executive mary.carty@netiq.com
2. Agenda Selling Services Benefits for you Benefits for your customer Working with our Partners More details on Services offerings Contacts
3. Selling Services…
4. A True Enterprise-Grade Solution Software License Demo POC Pilot Consulting Premium Support Technical Training Technical Support Successful Solutions Value-Added Partners
5. Selling Services = Relentless Focus on Customer Success Sell to customer pain points. Become a Trusted Advisor. Apply subject matter expertise, best practices and services to implement successfully and ensure value realized Extend value by sustaining the value-added differentiation and being agile to meet customer change and growth needs
6. Benefits for you…
7. Selling Premium Services Saves You Time and Makes You Money! Increased opportunities Inside account intelligence Easy up-sell and cross-sell opportunities Greater customer satisfaction & loyalty More likely to be on current versions + using newer features Higher renewal rates More NetIQ people = less issue handling for you With a Premium Service Engineer + SAM, you don’tmanage technical issues – they do it for you You have more time to sell
8. Premium Service Engineer = Higher Maintenance Renewal Rate Customers with Premium Support also experience higher customer satisfaction and customer loyalty!
9. Benefits for your Customer…
10. Value RealizationThe Pressure’s Working Against You to Achieve ROI Long-term Optimization Accelerated Value No ownership of customer success Lack of subject-matter expertise Lack of professional services Lack of customer contact Value Product commitment Tech support reactionary Lack of education/training Lack of attention to maintenance Implementation Starts Cost Exceeds Value Time
11. Meeting Customer Needs and Extending ValueWhat You Need to Be Successful Continuously extend value into business Long-term Optimization Accelerated Value Sell to Customer Pain Points Currency, relevancy, competitiveness Deliver best practices to customers Deliver professional services Scale with certified partners Value Specialize and improve SME that customers can see results from Provide quality enhancements to customer needs Provide premium support Proactive tech support Proper education/training Implementation Starts Cost Exceeds Value Reduce riskof failure Time
12. Working with our Partners…
13. Working with Partners Partners are a critical part of our Professional Services strategy Focus on working with (subcontracting to) Partners who deliver high quality Professional Services Certifications help us maintain the high standard Services must be sold on NetIQ paper for commission credit An optimal partner mix . .
14. Partners & ServicesHow Partners make money from NetIQ Services Premium Support Contracts ASE, PSE, DSE - Deal Registration Program 10% rebate for existing customer 20% for new customer Consulting Service Credits – 10% rebate for existing customer 15% for new customer
15. Service Offerings…
16. Professional Services Technical Services Consulting Training Support Center Service Dedicated Support Engineer (DSE) Primary Support Engineer (PSE) Assigned Support Engineer (ASE) Project PSE Service Account Manager On-Site Support Scheduled Standby Project Implementation Upgrades Design Delivery Excellence Reviews Custom Development Billable Proof-of Concepts Workshops Advanced Technical Training (ATT) ATT On-Site Customized Trainings Online Technical Training Certification Courses Technical Skill Assessment
17. Premium Support Offerings Premium Service Engineers Dedicated Support Engineer (1:1) Primary Support Engineer (1:4) Assigned Support Engineer (30 SRs) Service Account Manager (~1:20-30)
18. Premium SupportQualifying Questions Are your systems customized? Mission critical? What is your business risk if systems are down? Do your needs exceed standard technical support? Is managing support issues through one expert better? Are you planning to implement new products? Are you planning to upgrade your existing products?
19. Premium Services Sales CollateralQuick Reference Guide and Customer Flyer
20. Courses will be up-to-date and available @ Product GA! Direct Custom Training Can be delivered exactly to your customer’s specifications Public Training Courses On-demand Training Subscription based eLearning library offering a single user one-year unlimited web access or entire library ($1,799) Advanced Technical Training Events - ATT Live, BrainShare Self Study Kits - Printed Course manual, DVD, CDs Certifications and Testing Technical Training Offerings All Technical Training offerings can be sold/invoiced under one part # - Training Credits Each Training Credit = $350/€329 (i.e. like a gift card)
21. Services Selling ResourcesAll available on NetIQ.com & Innerweb Tools for you: Maintenance Battlecard Primary Support Engineer Quick Reference Guide Technical Training Course Schedule and reference details Customer Collateral: NetIQ.com(click on Support/Services) Services Flyer Premium Offerings (xSE) Consulting
22. Contacts…
23. Contacts EMEA Services Sales Executives: Tony Dunn - Greater EMEA Ines Lieberengel - Central Zeina Klink - South Marco Romano – Italy, Middle East & Emerging Markets Mary Carty – Benelux & Nordics Barry Reddan - West
24. Extending Customer Value by Selling Services isn’t complicated.
25. Questions…