Cisco’s Action Plan

Sep 2004

Topic 1 – Channel Engagement and Resources

Janice Hulse

Action Items Objective Actions Milestone

1. Evaluate options for Partner Help Desk

Set up APAC help desk for Partners

• Evaluate Options & select Vendor• Define Scope & deliverables• Negotiate and award SOW and Contract • Kick off Helpdesk for English language support• Help desk Launch in India, Sri Lanka,

Singapore, Malaysia, Indonesia• Help desk Launch in Hong Kong, Philippines,

Vietnam, Thailand, Taiwan, Korea • Help desk Launch in China

• Complete• Complete• Complete• Complete

• Complete

• Q1 FY05

• Q2 FY05

2. Develop communications plan including partners, distributors and end users

Partner Communications

• Partner Newsletter Qtr Print

• Communicate CCAB updates to member partners.

• Completed first issue

• Ongoing

Distributor Communications

• To work with Disty team on establishing communication strategy

• Ongoing

End-user Communications

SMB E-newsletter. TDM and BDM • FY05

Channels - Action Plan (Tactical)

Action Items Objective Actions Milestone

3. Review training programmes and develop plan for short term

Expand AT training development coverage to 2-Tier Partners

• Outsourcing training pre-sales & remote lab classes delivery to selected CLPs to cover 2-Tier Partners

1. Pilot sessions with Indonesia on Q4FY04

2. Mainstream roll-out in FY05

4. Review Distributor RMA/DOA process

Establish clear policy and guideline on distributor return process

• Evaluate the current return process• Define the area of improvement• Build new policy and process

• Completed• Q1 FY05

• Q2 FY05

5. Develop comprehensive guide to training/e-Learning for Partner management

Rectify & enhance CLPs’ training delivery quality

WW Channels (LPBD) is building a Measurement Metrics framework to assess the delivery performance of CLPs

Awaiting for confirmation from WW Channels

Channels - Action Plan (Tactical)

Action Items Objective Actions Milestone

1. Roll out new cert / spec formats to include vertical / horizontal focus

Adapt Specializations to be in line with business & market requirements

• Work with WW Channels team to evaluate new specialization.

• Localize, adapt and launch new specialization.

• Ongoing

• Q1 FY05

2. Strategy for Premier level in Certification /Specialisation programme

Re establish the Premier Brand and rejuvenate it to drive Commercial Growth

• Assess current situation

• Work with in-country teams and Regional teams to identify key issues

• Draft action Plan

• Execute Plan

• Completed• Completed• Completed• Q1 FY05

3. Evaluate opportunity of financing options for 2-tier

Develop channel finance offerings to extend credit capacity and payment terms for our disty and 2-tier partners

•Conduct needs assessment by country•Identify potential finance partners and develop business case •Pilot in 1-2 key geographies

• TBD

4. Technical Competency for Distributors

Develop the technical capabilities of distributor to align with Cisco GTM strategy

• Establish the process to assess the current distributor competency

• Develop distributor technical training roadmap

• Build the training execution with Technical Operation Team

• Q1 FY05

• Q2 FY05

• Q2 FY05

Channels - Action Plan (Strategic)

Action Items Objective Actions Milestone

5. Evaluate demo/NFR programme options

To assist partners to purchase and deployment Cisco products for demo lab

AT team to revert on product eligible list Confirmed backend process Proposal to country upper mgt

Further update to be advised

6. Cisco Lab Lease program - To allow Channel Partners to acquire demo/lab equipment with little or no upfront costs

Open to Gold, Silver, Premier & Spec partners

Up to 1% of GLP per month for hardware

Available in AU, HK, SG, TW, KR, NZ & China, MY & Thon separate price basis

Ongoing

7. Value Incentive Program IV

- Reward specialized partners who invest in Cisco IPC & Security

Ongoing 6 –month program FY05Q1 – Q2

Maintain threshold & payout Leverage Global CSAT survey Revised growth targets 30%/35%

Q1FY05 – Q2 FY05

Channels - Action Plan (Strategic)

Topic 2 – Cisco Services and SupportThomas Lam

Services Action Plan – Tactical

Action Items Objective Actions Milestone

1. Creation of SMB Service solution that is part of the overall product offering

Develop a service offering that will meet the requirements of the SMB market in terms of function and price

• Launch SMB Support Assistant (SSA) program for APAC countries

• Develop service communication toolkit • In Country launch of campaign with

participating Resellers• Review success metric with country

stakeholders• General Availability of programme to all

other countries

• FY05

• FY05

• FY05

2. Develop Marketing toolkit & communications programme

– Service offerings, processes & support tools

– How to sell Cisco Services

Increase Awareness and Relevance of Cisco services in SMB

• Develop SSA Starter Kit for distributors and resellers

• Phased launchInternal, Distributors and resellers

• Leverage APAC Channel resources, ie Distributor portal and 360 website to educate partners on services

• Complete

• FY05

• On going

Action Items Objective Actions Milestone

3. Branding of Cisco Services to end-customer

Define Cisco Services value proposition, “why services” messaging

• Embed services messaging into all outbound campaigns

• Development of messaging and content

• Phased launchInternal, Channel, End Users

• Develop Integrated Product/Channel/Services SMB Demand Generation Programmes

• Ongoing

• Ongoing

• Ongoing

4. Launch Services Deep Dive for Commercial Market by country

Develop commercial business plan jointly with in-country cross-functional teams for key countries

• Phased approach:– Internal to brainstorm GTM strategy– External

• Completed selected countries.

• Ongoing

Services Action Plan – Tactical

Action Items Objective Actions Milestone

1. Review Cisco Service Engagement & process

Phased approach based on requirements from partners

#1 Item: to explore product + service bundling “ease-to-order” option

• Initiate discussion with Corporate to discuss and feedback requirements

Ongoing

2. Formation of APAC Commercial Service Board

Establish relationship with key partners to garner feedback on services strategy and direction

• To build up services information to these selected partners prior to the next CCAB meeting for a more fruitful discussion

Ongoing

Services Action Plan – Strategic

Cisco SMB Support Assistant will…• Reduce your inventory and operational costs• Reduce your return shipping costs• Provide faster response time through local depots• Increase service revenue through complementary services

offerings• Provide renewal opportunities through better contract

management

Topic 3 – Commercial/SMBStephen Sinclair

Commercial / SMB – Action Plan (Tactical)

Action Items Objective Actions Milestone

1. Focus on Vertical and Horizontal campaigns… which ones are TBD, However Security a key focus. Fewer, impactful (targeted) programmes

Develop Integrated Channel and End User Demand Generation Programmes

• Develop Security Threat Defense Campaign (Promotional Bundles ,, Channel Marketing Toolkit, Channel Rewards, End User Demand Gen)

• 160 Resellers registered for toolkit• End User DG Launched in 6 Countries to date 

(HK, M'sia, Philippines, Thailand, India, Indonesia)

• Program future waves: - Worm Mitigation Q1, Endpoint Security & Outbreak Prevention Q1-Q3

• Review impact and Channel Feedback

• Complete

• Ongoing

• Ongoing

• Q1 FY05

• Q1 FY05

2. Partner protection for hunting new customers.. Programmatically

to provide incentives for partners that actively, develop, and close new business opportunities.

• Launch Opportunity Incentive program (OIP) Pilot in Malaysia in FY05Q1 • Open to Gold Silver, Premier & Registered Partners• Provide a 5% backend rebate

•Q1 FY05

3. Trade in Programme for old Telephony Products

Provide buying incentive through trade in discount

• Great Exchange Program launch in Thailand • Q1 FY05

Action Items Objective Actions Milestone

4. Increased marketing to drive relevance of networking in SMB space… TBD

Increase Awareness and Relevance of Cisco in SMB

• APAC localization of SMB Class Solutions Initiative(Solutions for 20-250 market include Products, Service & Support, Financing, Training)

• Phased launchInternal, Channel, End Users

• Leverage launch to drive PR & Awareness in market

• Develop Integrated Channel / End User SMB Demand Generation Programmes

• Q1 FY05

• Q2 FY05

• Q2 FY05

• Q2 FY05

5. Bundled solutions for SMB 20-250 users

Product Pricing Bundles for SMB Customers

6. Defining, communicating, and selling Cisco ‘Value’ proposition… executive and sales level

Develop “Why Cisco” presentations that Reseller executives and Account Managers can deliver to End Users

• Development of messaging and content • Review with CCAB Board Members

• In Progress

• Next CCAB

Commercial / SMB – Action Plan (Tactical)

Action Items Objective Actions Milestone

1. SMB Products… appropriate price/value trade-off for customers

Introduce products tailored to Commercial customers

“Corporate” is actively working new product development for Commercial customers, including both new hardware and software functionality

Cisco does not comment on new products pre- launch, but multiple new Comm’l-focused products will be launched in the next 12 months

2. IPC - Hand-set pricing & bundles apps

Creation of specific product for Commercial / SMB market

• Formation of NEW Cisco BU CV2BU• Strategy, product direction and

roadmap development

• Completed

• Q1 FY05

3. SMB Leasing Establish easy to use leasing programmes for 2-tier partners to grow the commercial & SMB market

• Pilot in 2 / 3 countries • ANZ pilot in progress, financing

partner identified & program launch end Aug

• Assessing opportunity to run pilots in Korea, Singapore or China in FY05

ANZ program go live – expected Aug 2004

Korea, Singapore and China feasibility to be assessed and go / no go decisions made by end Q1 FY05

4. Evaluate opportunity of financing options for 2-tier

Develop channel finance offerings to extend credit capacity and payment terms for our disty and 2-tier partners

• In Review - Dedicated Channel Finance headcount to be secured as first step.

TBD

Commercial / SMB – Action Plan (Strategic)