ACCOUNT REVOLUTION. The Juniper Story. John Guisto with Alex Alexander. Service Industry Summit, Las Vegas, October 4, 2011

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1 LEADING A SERVICE ACCOUNT MANAGEMENT REVOLUTION The Juniper Story John Guisto with Alex Alexander Service Industry Summit, Las Vegas, October 4, Alexander Consulting

2 ABOUT JUNIPER NETWORKS Juniper Networks, Inc. (Juniper Networks) designs, develops, and sells products and services that together provide its customers with network infrastructure that creates responsive and trusted environments for accelerating the deployment of services and applications over a single network. Juniper Networks serves the networking requirements of global service providers, enterprises, and public sector organizations that view the network as critical to their success Alexander Consulting

3 ABOUT ALEXANDER CONSULTING A management consultancy that helps product companies create and implement services strategies. A Service Strategies partner. Working with John and his team to help take his Service Managers (SAMs) to the next level of performance Alexander Consulting

4 FINALLY, SERVICES ARE FRONT AND CENTER Alexander Consulting

5 WHY ARE SAM S THE NEW CORPORATE ROCK STAR? Resolution Relationships Retention Revenue Alexander Consulting

6 CHANGING EXPECTATIONS OF TECHNICAL EXPERTS MORE (Source: Turning Technical Experts into Trusted Advisors. James A. Alexander. Alexander Consulting ) Alexander Consulting

7 CREATING ROCK STARS (Source: Turning Technical Experts into Trusted Advisors. James A. Alexander. Alexander Consulting ) Requirement: Moving everyone up and to the right. Business Consultant Trusted Advisor Technical Expert Technical Practitioner Technical Apprentice Capability Requirements Alexander Consulting

8 CREATE A PERFORMANCE SYSTEM THAT DRIVES RESULTS Alexander Consulting

9 OUR SM JOURNEY 1. Why focus on our SM s? 2. Our biggest challenges 3. What we ve done 4. Results 5. What we plan to do Alexander Consulting

10 WHY FOCUS ON OUR SM S The SM is in a unique position Daily contact with customer Not trying to specifically sell something In a Customer Advocacy role Have touch points across Juniper Could become a Trusted Advisor Alexander Consulting

11 OUR BIGGEST CHALLENGE Juniper history - Technically focused The SM role had been fairly Technical Many technical folks promoted to this position Customer Ops and Eng teams were comfortable with Technical folks Our Mgmt was inherently Technical We were comfortable engaging and interacting at a Technical level Alexander Consulting

12 WHAT WE VE DONE Launched a new AS offering focus on Pro-Active Customer engagement Launched a training initiative Re-orient thought processes, upgrade skills Initial feedback was very positive Pro-Active, Customer Advocacy, Higher level of Customer interaction and engagement Some resistance - the highly technical SM s Implemented Conditions of Satisfaction(CoS) Alexander Consulting

13 RESULTS SM s and Customers operating at a new level of engagement and Trust Improved Customer Satisfaction COS results show the change SM s feel more empowered Customers appreciate the new focus Pro-Active vs Re-Active Alexander Consulting

14 WHAT WE PLAN TO DO Continuous Education Improving skills, capturing best practices Monthly sharing of successes and failures Use CoS feedback to demonstrate success of our program Enhance our AS offerings Using knowledge gained from new level l of Interaction This is not an event It s a Journey Alexander Consulting

15 LISTEN TO THE ROAR OF THE CROWD! Alexander Consulting

16 Q & A Alexander Consulting

17 CONTACT INFORMATION John Guisto Juniper s Senior Director, America s Service Business Management jguisto@juniper.net James Alex Alexander Alexander eadecosut Consulting Alexander Consulting