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2008 Cisco Systems, Inc. All rights reserved. SMBAM v2.07-1

Accelerating

Partner Success

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Module Objectives

Upon completing this module, you will be able to definekey resources and programs for Cisco and Linksys andapply them to meeting customer needs. This abilityincludes being able to meet these objectives:

Identify Cisco Smart Services for Small and Medium Businessand how best they can meet customer needs

Identify resources and programs to help partners succeed in theSMB segment

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Accelerating Partner Success

Services

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Lesson Objectives

After completing this lesson, you will be able to meetthese objectives:

Explain the value of Cisco Services to both partners andcustomers

Describe the Cisco portfolio of services for small and medium-sized businesses

Explain how to position and recommend the most appropriateservice

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Value of Selling Services

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The IT World is Moving to a New Business Model

Now applications run in real time over highly-evolvedintelligent networks.

The network has become a strategic platform in aworld that demands better integration of people,

information, and ideas.

The network has become a platform for integratingbusiness strategies, processes, and goals.

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7/35 2008 Cisco Systems, Inc. All rights reserved. SMBAM v2.07-7

The Services Value Proposition

EnhanceCustomer

Satisfaction

ImprovePartner

Profitability

Realize FullPotential of

Network Investment

To Cisco To Partners To Customers

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SMB Customers with a Service Relationshipwith Cisco Are More Loyal

* Source: Walker, August 12, 2005 for Networking Equipment in the US

** Represents FY06 as of 7/26/06

IndustryAverage*

CiscoCorporate**

ServiceRelationshipwith Cisco**

48%

72% 79%

Average Loyalty Rate

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5% increase

75% increase

What Is Customer Loyalty Worth?

A 5% increase in customer retention, due to increased loyalty, yields astaggering 75% increase in the net present value of an existing customer

Value of Customer Loyalty

Customer

Loyalty

Net Customer

Value

CurrentCustomer

Relationshipyields

Source: Frederick F. Reichheld, Loyalty Rules!

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Source: BestPerformer Benchmark 2006 Report, www.service-leadership.com

Services Increase Partner Margins

30%

20%

10%

0%80%

Services as a % of Total Business Mix

PartnerMargins

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The Value of Services to Partners

Selling services can provide a consistent revenuestream, much like an investment annuity, but without theinitial 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

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Service Business Value to Customers

Lower the TotalCost of Network

Ownership

IncreaseNetwork

Availability

ImproveBusiness

Agility

SpeedAccess to

Applications

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Customer Partner Cisco

Assess Readiness

The Cisco Lifecycle Services Approach

Design theSolution

Implement theSolution

MaintainNetwork Health

Plan

Implement

OperationalExcellence

Optimize Operate

Design

CoordinatedPlanning and

Strategy

Prepare

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Cisco Go-to-Market Approach

Sold by Ciscoor partner,

delivered by Cisco

Sold by partners,delivered by partner

and Ciscocollaboratively

Sold anddeliveredby partner

Cisco Services Collaborative Services Partner Services

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Enabling Partners to Deliver ServicesDesigned for SMBs

PartnerServices

OptimizePrepare, Plan,Design, andImplement

Operate

Cisco Services

Collaborative Services

Partner Services

Partner Enablement

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Cisco Smart Services for SMB Portfolio

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Cisco Smart Services for Small and Medium Business

*Cisco Smart Foundation Service was previously called SMB Support Assistant

CiscoSmart Care

Service

CiscoSMARTnet

Service

Cisco SmartFoundation

Service*

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Cisco Smart Care Service

Comprehensive network-wide service thatcombines technical support with proactivemonitoring, assessments, and remote repairs tokeep 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 andnotifications

Advance Hardware Replacementnext business day/same dayship, 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

CiscoSmart Care

Service

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Cisco SMARTnet Service

An award-winning technical support service that offersdirect, anytime access to Cisco engineers andextensive technical resources, SMARTnet deliversrapid issue resolution, flexible device-by-devicecoverage, and premium service options to helpmaximize 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 engineersand 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

CiscoSMARTnet

Service

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Cisco SMARTnet for SBCS

Direct, anytime access to Cisco engineers forrapid issue resolution and complete, solutions-level technical support for smart businesscommunications 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/oronsite engineer)

Application and operating system software updates and upgrades

Access to the extensive Cisco.com knowledge base and tools

SMB

SMARTnetfor SBCS

Link back to

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Cisco Smart Foundation Service

An entry-level technical support service thatprovides the support that small businessesneed to help them maintain network reliabilityand 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 thatmeets budget requirements

Go-to-Market

Cisco delivered, Cisco serviceFeatures 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

*Cisco Smart Foundation Service was previously called SMB Support Assistant

Cisco SmartFoundation

Service*

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Cisco Smart Services for SMB Overview

Cisco Smart Care Service Cisco SMARTnet Service Cisco Smart Foundation ServiceType of Service Proactive networkwide

monitoring, assessments,and notifications

Responsive device coverage Responsive device coverage

Advance HardwareReplacement

8 x 5 x NBD 8 x 5 x NBD

8 x 5 x 4

24 x 7 x 4 and/or 24 x 7 x 2(on-site parts replacement)

8 x 5 x NBD

On-site Engineer Only with on-site option

Cisco TechnicalAssistance Center(TAC) Hotline

24 x 7 access 24 x 7 access Business hours (8 a.m.5 p.m.)access to special SMB TAC(access levels vary by region)

Cisco.com KnowledgeBase and Tools

Smart Care portal Full access Cisco.com SMB knowledge base

Operating System andApplication Software

Ongoing updates andupgrades

Ongoing updates andupgrades

Operating system software updatesfor bug fixes

Eligible Devices SMB-class products All Select SMB class data productsIntegrated Platform-Specific

Cisco Services for ISRs

Cisco SMARTnet Service forSmart BusinessCommunications System

Delivered By: Delivered by Ciscocertified partner and Ciscocollaboratively

Cisco Cisco

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Service Options that Meet Customer Needs

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

CoveragePreference

Self ServiceNetwork

ImportancePreferredProvider

CoveragePreference

HardwareReplacement

SmartCare

SMARTnet

SmartFoundation

NetworkPartnerCriticalProactive

DeviceCisco

Critical toMissionCritical

Responsive*

DeviceCiscoImportantResponsive

2-hour,4-houror NBD

NBD

NBD,4-hour

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The Cisco Services Accelerate Program

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Selling Considerations: Services

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Cisco Services Industry Recognition

Consistently recognized for industry-leading services innovation and excellence

Best practices in Service Supply Chain, Web-based Support, and Certification Programs

Industry Surveys Certifications

Industry Awards
http://www.aberdeen.com/default.asphttp://certcities.com/

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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

SupportEngineers

AdvanceHardware

Replacement

Cisco.comOnline

TechnicalResources

OperatingSystem

Support &Updates

SmartServices

Diagnosticsand Alerts

CiscoApplication

Support& Updates

AdvancedSecurity

Intelligence

RemoteManagement,

Monitoring,Resolution

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

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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 solutionsales approach

Lead with consulting services in order to drive higher product andservice 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 businesscustomers to acquire the complete solution that meets their needs

Focus sales efforts on the Cisco Smart Services for Small andMedium Business portfolio

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Answers to Customer Objections

Objection:

Why do I need a support service contract? Thewarranty should be enough.

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Answers to Customer Objections (Cont.)

Objection:

There is no money in the budget for service contracts.

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Value-Add Services for Partners

Service Needs

Responsive Managed

Importa

nt

M

issionCritical

Proactive

ImportanceofN

etwork

SMARTnetService

SMARTnetService

Smart

FoundationService

Smart CareService

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Cisco Resources for Partners

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Q&A

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Lesson Summary

Cisco Services enhance customer satisfaction and improvepartner profitability.

Cisco Smart Services for Small and Medium Business can helpsmall and medium-sized businesses realize the full potential oftheir network investment.

Selling service solutions to small and medium businesses helpsthem effectively manage their cash flow while providing thebenefit of consulting services and technical support services.

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