increase your winning streak with performance-enabling ...“loyalty leaders grow twice as fast as...

Copyright © 2008 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net

Increase Your Winning Streak With Performance-Enabling

Services & Support

Maytry ThianesysavanhDirector, Services Business - APAC

JPS 28-29 FebruaryMacau, China

Copyright © 2008 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net 2

Building Customer Loyalty

Differentiating for Competitive Edge

Focusing on Continuous Improvement

Winning with Juniper Services by:



Customer Loyalty Is Key To Business Success“Loyalty leaders grow twice as fast as the industry average”… Fredrick Reichheld – Author of The Loyalty Effect

A 5% increase in loyalty can increase profits by 25%-95%Satisfied customers are 6 times more likely to repurchase and/or recommend your product Creating Loyal customers starts with Loyal and trained employeesCustomers with a problem eventually tells 9 others while satisfied customers tell 5 othersAs product differentiation diminishesservices differentiation is your value


Performance-Enabling Services & Support

Education ServicesImprove the productivity and self-sufficiency of your technical staff

Consulting ServicesAccelerate your network's value with expert assistance

Installation andConfiguration ServicesStart your high-performance, high-value network rapidly, confidentlyTechnical SupportProtect your high-performance business investment though operational assistance





Winning with Juniper CS by:



Stay Ahead with Juniper’s Fast Track Program

Differentiate through qualifications

“Seed Juniper champions”and advocate in the market• >8,600 registered in APAC• >3,300 certified in APAC

May 07Launched

Ent. Routing

March 08ScreenOS to

JUNOSEnhanced Services

June 08Catalyst to

JUNOS(Switching - EX)


JNASC Partner Support Programs(Juniper Networks Authorized Support Centre)

JNASC Basic

JNASC RTF

JNASC AR5

JNASC AR1 Next-Day Next-Day

OnsiteSame-

DaySame-

Day Onsite

JTAC Level 3 Support 7x24x365

Software Releases

Online Tools

Return to Factory 10 business day Hardware Repair5-Business Day Advance Replacement

Next-Business Day Advanced Shipment Delivery

7x24x4 AR parts delivery

Onsite technician

Global availability Limited Availability


J-Partner Delivered Solutions

Best-in-ClassTechnology &

Services

Value-basedModel

Deliberate Dependence

Investment ConsistencyEnablement


Accelerating Value through Services MixA

ccel

erat

e re

venu

e ge

nera

ting

activ

ity

Achieve operational excellence

Consulting Services

Technical Support

Education Services

Consulting Services

Technical Support

Education Services

Installation & Configuration ServicesInstallation & Configuration Services

Technical Support

Education Services

Consulting Services

Technical Support

Education Services

Installation & Configuration Services





Winning with Juniper CS by:



Leverage CSC For Support Productivity(Customer Support Centre)

175,000 Registered users in CSCJuniper adds 50K-65,000 new units to the install base each quarter!


Improved Productivity Y-O-Y improved productivity through best practices


Recognition As Providing The Best Service And Support Among The Security Vendors

Juniper Cisco

SecureComputing IBM

McAfeeCheckpoint

MicrosoftSymantec

CA

4.4

3.8 3.83.6

3.3 3.33.2

2.9

2.5

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

Cus

tom

er S

ervi

ce &

Sup

port

Security Vendors

Q2-07


Juniper’s Online Support Awards

Juniper NetworksMcAfee

MicrosoftDell

HP CPOLucentReuters

RM

Juniper NetworksAdobe Systems

ciscoDellIBM

McAfeeMentor Graphics

Novell


Driving Business Value to Partners

Business Benefits Install Base Update CSAM Support

AvailabilitySelf Service

RMA

Reducing Cost of Doing Business

Accurate spares inventory

management

Reduced errors associated with parts delivery

Give customer greater confidence with data integrity

Reduce your IT and Web development

cost

Increase Margin by reducing risk &

increasing flexibility

Reduce SLA risk through improved RMA turnaround

Increase Productivity

Reducing workload on your support by

giving Customer self-help tool

Reduce Contract setup time and order

processing

Ability to eliminate qualifying time

and go straight to RMA

Adding Value to Customer

Create Customer “Stickiness”

Reducing time to quote and increasing

Customer responsiveness

Improve Customer visibility through

RMA acknowledgement

and status


Stay connected with Juniper Forums and Communications

J-Net Community (Forum)• best practices• Technical Q&A• Technology updates podcasts• Solutions sharing

Subscribe to Tech Bulletin• EOL annoucements• Customer Support News• Product and Software updates

CS Insider newsletters• Processes and policies for service &

support• Pricing updates• End-of-service program information


SummaryBuilding Customer Loyalty• The most powerful sales tools are customer referrals• Familiarize yourself with Juniper Services Offering

Differentiating for Competitive Edge• Take advantage of Juniper investment on Fast Track• Mix and match services to meet customer’s business

needsFocusing on Continuous Improvement• Leverage Juniper’s award winning online CSC• Stay connected by subscribing to relevant forums


QuizzesHow fast do loyalty leaders grow when compared with the industry average?“Loyalty leaders grow twice as fast as the industry average”…

Fredrick Reichheld – Author of The Loyalty Effect

Name 2 of 3 ways you can stay connected with latest Juniper’s performance enabling services news?1) J-Net Community 2) Tech Bulletins 3) CS Insiders

What is the Ultimate question you can ask your customer that is a true measure of customer loyalty and hence profitability?How likely are your customers to recommend your product and services?


Quizzes (Cont)

Name 2 of the 3 services examples we discussed that would help give you a competitive edge1) Leverage Fast Track program2) Leverage flexible technical support offering to

increase margin3) Tailor services to meet customer needs

increase your winning streak with performance-enabling ...“loyalty leaders grow twice as fast as...

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