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Focus on Professional ServicesAn interview with Dean Walker, BellSouth Services Product Manager Implementing today's complex networking solutions, such as IP Telephony and Wireless LANs, requires experience and skill-sets that are beyond the reach of most customers. BellSouth has the knowledge and resources to get the job done right the first time. In this exclusive interview with The Same Page, Dean Walker explains how BellSouth Professional Services can build customer loyalty and boost compensation for both Cisco and BellSouth account managers. The Same Page—Why should account reps push BellSouth Professional Services along with CPE sales? Walker—CPE is just one piece of the total customer solution, which typically includes planning, implementation, wiring, maintenance, and on-going management. Our Professional Services team is responsible for making sure the solution has been designed properly, integrates seamlessly, operates at peak performance, and maximizes ROI. Our goal is to enhance the customer experience by ensuring the solution integrates smoothly into their business. Cisco also understands that a partner with the credentials of Bellsouth will likely create higher levels of customer satisfaction, which leads to additional revenue for both organizations. The Same Page—What are the revenue and compensation implications for the account team? Walker—Cisco account managers are directly compensated only for the CPE portion of each sale. However, by working with BellSouth for the total solution, the AM can be confident that the customer will be treated well, leading to follow up business. In short, offering a full suite of services adds credibility. Over the long term, enlisting BellSouth Professional Services will drive revenue and demand, helping you to meet your sales objectives quicker. The Same Page—Why should Cisco recommend BellSouth rather than a less expensive regional competitor? Walker—We do not compete on price, rather we compete on our ability to service our customers through our breadth of knowledge, skill, and experience. BellSouth is entrenched in the region and knows the install base. Smaller professional services shops don't have the requisite contacts or skill sets. Cisco reps run the risk of losing their credibility if the equipment is not implemented and integrated properly. Remember, Cisco typically makes partner recommendations based on abilities and achievements, not price. This will become even more important as new and emerging technologies enter the marketplace. As customers gain awareness about the significance of technology certifications and specializations, Bellsouth will increasingly become the logical choice for regional planning, design and implementation of these new technologies. The Same Page—How does BellSouth's Gold Level Partnership with Cisco improve the services BellSouth can offer to customers? Walker—Our Gold-Level certification was awarded because of our multiple technology specializations. This gives customers the confidence that their solutions are being installed properly and will integrate with their existing infrastructure. No other professional services organization in our region has invested as heavily in Cisco technology. We have built a well-qualified team with the highest levels of specialization and certification. Our support infrastructure comprises 9 CCIEs, 61 CCxPs, and more than 900 technicians - all working together to ensure the customer's solution is properly integrated. In summary, CPE is just one piece of the overall solution. Leaving services out of the equation does an injustice to the customer and to yourself. Without it, BellSouth sellers miss out on revenue and margin opportunities, and Cisco sellers run the risk of losing credibility and future business. Long-term customer relationships depend upon high-touch engagements such as these.
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Editors: Lorraine Maurice |
Ellen M. Chandra |
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