selling services netiq u sales enablement training october 2012 mary carty services sales executive...

Selling ServicesNetIQ U Sales Enablement TrainingOctober 2012

Mary Carty

Services Sales Executive

[email protected]

© 2012 NetIQ Corporation. All rights reserved.2

Agenda

1. Selling Services

2. Benefits for you

3. Benefits for your customer

4. Working with our Partners

5. More details on Services offerings

6. Contacts


Selling Services…


Software License

DemoPOCPilot

ConsultingPremium SupportTechnical TrainingTechnical Support

SuccessfulSolutions

Value-AddedPartners

A True Enterprise-Grade Solution


Apply subject matter expertise, best practices and services to implement successfully and ensure value realized

Sell to customer pain points. Become a Trusted Advisor.

Extend value by sustaining the value-added differentiation and being agile to meet customer change and growth needs

Selling Services = Relentless Focus on Customer Success


Benefits for you…


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’t manage technical issues – they do it for you

– You have more time to sell


Premium Service Engineer = Higher Maintenance Renewal Rate

Accounts with no A/P/DSE

Accounts with A/P/DSE

0%10%20%30%40%50%60%70%80%90%

100%

68%

87%

FY 2012 % of MR$ Renewed

Renewal Rate

Customers with Premium Support also experience higher customer satisfaction and customer loyalty!


Benefits for your Customer…


Value RealizationThe Pressure’s Working Against You to Achieve ROI

Time

Value

Long-term Optimization

Cost Exceeds Value

Accelerated Value

Implementation Starts

Lack of subject-matter expertise

Lack of professional services

Lack of attention to maintenance

Tech support reactionary

No ownership of customer success

Product commitment

Lack of customer contact

Lack of education/training


Value

Long-term Optimization

Cost Exceeds Value

Accelerated Value

Implementation Starts

Meeting Customer Needs and Extending ValueWhat You Need to Be Successful

Continuously extend value into business

Deliver professional services

Provide premium support

Specialize and improve SME thatcustomers can see results from

Reduce risk of failure

Currency, relevancy, competitiveness

Sell to Customer Pain Points

Deliver best practices to customers

Proactive tech support

Proper education/training

Provide quality enhancements to customer needs

Time

Scale with certified partners


Working with our Partners…


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 . .


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


Service Offerings…


Professional Services

Consulting TrainingSupport 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

Technical Services

Advanced Technical Training (ATT)

ATT On-Site

Customized Trainings

Online Technical Training

Certification Courses

Technical Skill Assessment


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)


Premium Support Qualifying Questions

1. Are your systems customized? Mission critical?

2. What is your business risk if systems are down?

3. Do your needs exceed standard technical support?

4. Is managing support issues through one expert better?

5. Are you planning to implement new products?

6. Are you planning to upgrade your existing products?


Premium Services Sales CollateralQuick Reference Guide and Customer Flyer


Technical Training Offerings

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

All Technical Training offerings can be sold/invoiced under one part # - Training Credits

Each Training Credit = $350/€329 (i.e. like a gift card)


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

1. Premium Offerings (xSE)

2. Consulting


Contacts…


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


Extending Customer Value by Selling Services isn’t complicated.


Questions…

selling services netiq u sales enablement training october 2012 mary carty services sales executive...

Documents

netiq corporation

selling services slide

partners services

new customer slide

customer success slide

netiq people

netiq paper

support issues