Cisco Services 3.0: Making Product Support a Competitive Differentiator
| Publication Date | February 2008 |
|---|---|
| Publisher | Ovum |
| Product Type | Report |
| Pages | 21 |
| ISBN Number | not applicable |
| Product Code | OVM00488 |
Price
£900.00
approximately: $1,589 | €1,141
Summary
Cisco is a classic products company. While it strictly limits its support services offerings to the capabilities and a scale required to ensure customer satisfaction, these services have played some particularly important roles in the company's strategy. They bind the company particularly closely to the company's customers and channels and help maintain Cisco's extraordinary margin structure.
Cisco is now preparing to launch a massive new proactive services initiative, dubbed Services 3.0, that is intended to dramatically increase the vendor's focus on its customers' needs, address these needs quickly - in many cases before the customer even recognizes these needs - and help customers improve their network availability, performance and data center processes. It plans to accomplish all this while simultaneously expanding its partner relationships and enhancing partner services margins.
Content
- Key messages
- The genesis of Cisco Services 3
- Redefining Support Services
- Defining Smart Services
- From reactive to proactive technical services
- The support services offerings
- Smart Services platform
- Aggregated services database
- Service availability and adoption
- Rolling out the services
- Services 3.0's role in enhancing the customer experience
- Network availability and performance
- Process improvement
- Benchmarking
- Enabling Cisco's partners
- Traditional networking partners
- Other types of partners
- What Cisco will gain from Smart Services
- Improving the support process
- Redefining product development
- Enhancing the strategic value of the network
- Addressing Cisco's partnership and margin goals
- Implications for the market and the industry
- Raising market expectations
- The potential of Services 3
- Figure 1 Cisco NLS 1.0 enterprise bundles
- Figure 2 Smart Call Home Proof Point
- Figure 3 The role of partners in delivering Smart Care services
- Figure 4 Cisco's transition to strategic, asset-based services
About this Product
Delivery Details
PDF:Delivered by email usually within 4 to 8 UK business hours.
PRINT/CD-ROM:Despatched within 1 to 2 working days.
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