MEASURING CERTIFICATION "VALUE" VERSUS ROI JUNIPER NETWORKS CASE STUDY JNCP 2011 CERTIFICATION SURVEY RESULTS Liz Burns April 2012
WHAT IS BEST METRIC FOR CERTIFICATION? ROI as measure of success for Certification program How to determine R? Certification revenue easy to quantify What about certification impact on market share and product sales? What about certification impact on education revenues? How to determine I? Direct costs easy to quantify What about SME time away from billable work, etc ROI measure very subjective and difficult to support Value as measure of success for Certification programs How do determine value Various stake holders with various value statements Value can be determined by asking the right questions 2 Copyright 2011 Juniper Networks, Inc. www.juniper.net
JUNIPER MEASURES VALUE Conducted a survey of our audience. Asked questions that drive to value for various stake holders Sales/Pre-sales Tech Support Pro Serv Education Services Partners Customers Analyzed results and developed stakeholder focused collateral, incl presentation decks, websites, web casts, Blog posts, etc 3 Copyright 2011 Juniper Networks, Inc. www.juniper.net
SURVEY OBJECTIVE The 2011 Certification Survey asked Juniper Networks certified customers, partners and employees to describe what results they realized from going through the certification process. The objective of the survey was to identify: 1) benefits and value customers and partners felt they gained from Juniper Networks Certification 2) value-add enhancements that they felt would make a Juniper Networks certification more valuable. This presentation summarizes the major findings from the survey 4 Copyright 2011 Juniper Networks, Inc. www.juniper.net
WHY GET JUNIPER CERTIFIED? We are often asked What value is there in being Juniper Networks certified? So we asked the certified community What value have YOU realized from your Juniper certification Over 7,000 individuals responded telling us that Juniper education and certification drives customer demand and loyalty Response by Audience Response by Geo Student 3% Employee 5% Europe, Middle East, Africa 33% Americas 22% Customer 50% Partner 42% Asia Pacific 45% 5 Copyright 2011 Juniper Networks, Inc. www.juniper.net
CERTIFIED CUSTOMERS MAKE BETTER CUSTOMERS The survey findings indicate that of those customers who are Juniper trained and certified: 95% are more loyal to Juniper, and recommend the purchase of Juniper products 98% recognize greater benefits from their investment in Juniper products 80% realize up to 40% improvements in the job performance in their certified engineers FOR SALES - Trained and certified customers are advocates that drive more sales 6 Copyright 2011 Juniper Networks, Inc. www.juniper.net
IMPACT ON JUNIPER AND PARTNER SALES Presales engineers who are Juniper Networks certified drive more business 89% of Juniper and Partner Presales Engineers said going through certification helped them close more business deals and 87% said these deals were larger. What participants said: Better knowledge of Juniper so I can position against Cisco Better positioning for sales opportunities Increased successful sales of Juniper Solutions Increased my ability to sell Juniper products 20% Learning required to pass JNCP exams helped close more business deals 11% 20% 49% No Impact Up to 20% More Business Up to 30% More Business Over 30% More Business 14% Learning required to pass JNCP exams helped close larger busines deals 13% 21% 52% No Impact Closing up to 20% Larger Deals Closing up to 30% Larger Deals Closing over 30% Larger Deals FOR PRESALES - Trained and certified Presales Engineers generate more revenue 7 Copyright 2011 Juniper Networks, Inc. www.juniper.net
IMPACT ON JTAC CALLS The knowledge and experience candidates gain preparing for the Juniper Networks certification exam reduces their dependency on Juniper tech support. How has the knowledge and experience required to pass the Juniper Networks exams impacted the number/frequency of calls into JTAC? 11% 27% No impact Support calls into JTAC are generally about higher-level issues and more quickly resolved Disagree 8% Completely Agree 27% 28% 34% Up to 20% Reduction Up to 40% Reducation Over 40% Reduction Agree 65% FOR TECH SUPPORT - Trained and certified customers reduce support calls 8 Copyright 2011 Juniper Networks, Inc. www.juniper.net
IMPACT ON JUNIPER AND PARTNER PROFESSIONAL SERVICE IMPLEMENTATIONS 96% of Juniper and partner Professional Service consultants agree or strongly agree that Juniper Networks certification has improved the overall quality and effectiveness of their network implementations. The knowledge and experience required to pass the Juniper Networks certification exams has improved the overall quality and effectiveness of my network implementations Agree 64% Disagree 4% Strongly Agree 32% 86% of Juniper and partner Professional Service consultants say going through the certification process resulted in faster implementations To what extent has the knowledge and experience required to pass the Juniper Networks certification eams reduced the duration of your network implementations? 17% 13% 14% 56% No Impact Up to 20% Faster Up to 30% Faster Over 30% Faster FOR PRO SERV - Trained and certified Pro Serv consultants maximize return on implementations 9 Copyright 2011 Juniper Networks, Inc. www.juniper.net
WHY CERTIFY? IMPROVED INDIVIDUAL PERFORMANCE In what ways has your performance improved as a result of the Juniper Networks certification process? Improvement Faster identification and resolution of issues Better and more complete understanding of networking principles in general Better and more complete utilization of the full functionality of our Juniper gear More efficient and effective design of our network What participants said % Impacted 52% 52% 51% 40% 96% of respondents said the learning gained while preparing for the exam was highly applicable to their job. As a result, over 50% of individuals realized multiple areas of performance improvement as a result of the knowledge gained during this process. FOR PARTNERS AND CUSTOMERS - After my Juniper training I am simply a better network engineer. 10 Copyright 2011 Juniper Networks, Inc. www.juniper.net
VALUE IN RECRUITING 67% of respondents who had recently gone through the recruiting process were asked about their Juniper Networks certifications by employers and/or recruiters. 84% of managers ask about Juniper Networks certification when recruiting for a new position on their team FOR CERTIFICATION Many different areas of benefit to the audience 11 Copyright 2011 Juniper Networks, Inc. www.juniper.net
CERTIFIED CUSTOMERS MAKE BETTER CUSTOMERS The survey findings indicate that of those customers who are Juniper trained and certified: 95% are more loyal to Juniper, and recommend the purchase of Juniper products 98% recognize greater benefits from their investment in Juniper products 80% realize up to 40% improvements in the job performance in their certified engineers FOR EDUCATION SERVICES Entire message was about process of getting certified which requires training 12 Copyright 2011 Juniper Networks, Inc. www.juniper.net
HOW WE USED THIS DATA Blog http://forums.juniper.net/t5/my-certification-journey/why-get- Juniper-Networks-technical-career-certifications-in/ba-p/127173 Website We are updating our Getting Started section of the certification website with this relevant data Audience focused presentations Sent customer decks to Sales, authorized education partners and education sales Sent focused value of certification to you deck to sales, tech support, pro serv, presales and partner/channel organizations 13 Copyright 2011 Juniper Networks, Inc. www.juniper.net
WHAT IS YOUR ORGANIZATION DOING? Please share how you are measuring value or ROI for your program Anyone interested in presenting this topic with Juniper and HP at the Spring conference? 14 Copyright 2011 Juniper Networks, Inc. www.juniper.net