Module 9: The Value Selling Approach

Establish Regular Communications to Promote Value of Service

An example of a post sale value communication that Cisco uses with its customers is a Quarterly Report. Quarterly reports keep the value of service visible to customers by:

		Communicating key service-related activities for a given time period.
		Communicate the result/impact of these activities for a given time period.
		Providing Cisco TAC snapshots combined with key points or ”take-a-ways”. (These snapshots include data such as percentages of cases involving configuration issues and percentages of cases opened that were hardware-related for a given review period. This data, when compared to similar data from a previous or past period of time can show trending information that can help quantify the impact that service may be having on these cases.
		Including summary information about return material authorizations (top replacement parts for review period, top replacement parts for prior 4 months, etc.)
		Showing the number of logins or times that Cisco.com online tools and resources were accessed. (Showing an increase in the number of logins is a powerful linkage that you can identify that demonstrates the customer’s staff is using the website to research products and investigate solutions.)
		Drawing correlations between the data presented, Cisco service offerings and the impact they may be having on customer business and network goals.

By using Quarterly Reports to review the continued value that the customer’s service offering is having on their business, Cisco account team members have been able to position themselves as strategic advisors and consultants who are focused on their customers’ continued business and network success.

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