Voice | Internet | Television | Network Services | Cloud Services Tools for Sales Success July 21-22, 2015 Time Warner Cable Proprietary and Confidential Agenda Challenger Messaging and IDG Sales Leads MRS Update MRS & Ethernet Content Tools MRS for Internet and Ethernet Services BCOD Be Ready to WIN $50 On the Spot Reward cards for answering Quiz Questions during this webinar! Time Warner Cable Proprietary and Confidential2 Challenger Messaging and IDG Sales Leads Time Warner Cable Proprietary and Confidential3 Nikki Muranko Marty Weiss Challenger Messaging Time Warner Cable Proprietary and Confidential4 The purchase experience offers a significant and actionable opportunity for driving loyalty through teaching. CEB Challenger Marketing Research What does this mean for you? The value and insight provided to the buyer by the sales rep unique, valuable perspectives and rep educates me on issues and outcomes Customers are most likely to reset buying criteria when confronted with surprising information about their business. CEB Challenger Marketing Research The Challenger Selling Style Wins AEs with Challenger selling style are far more likely to be high performers that other styles The Lone Wolf, The Hard Worker, The Problem Solver, The Relationship Builder How can you adopt Challenger traits to be more successful? Understand your customer business challenges and key value and economic drivers Be viewed as a partner to all prospects Speak to the customer with right message at the right time of buying cycle Offer unique perspective Be willing to challenge buyer assumptions Each prospect is different, we must adapt our approach to their situation Time Warner Cable Proprietary and Confidential5 % of Core performers % of High Performers IDG Tech Network New Lead Source What is it? TWCBC Display ads promoting specific content Users are driven to landing pages to download promoted content Webform on the landing pages includes basic contact info that should be pre-populated. There is an additional question that asks: Do you want to connect with Time Warner Cable Business Class about their telecom solutions? Yes or No. Users who answer Yes are sent to IDG telesales team for telephone verification. All leads that are telephone verified are delivered to TWCBC via SF and delivered using Mid-Market Lead Routing process Time Warner Cable Proprietary and Confidential6 IDG Tech Network Results Time Warner Cable Proprietary and Confidential7 Program Details Completed two campaigns of IDG CPL program April and May Featured Products - Ethernet and SIP Through June 10, TWCBC has received 550 Sales Leads Sales Follow Up CommSol provides a follow up script with each IDG lead Next Steps Planning next IDG Campaign for August Launch Communication to Sales Leaders will notify of launch and when to expect lead delivery IDG Sales LeadsResultsKey Points Total Leads550 New Opportunities22441% Lead to Opp Conversion Rate Potential MRR$43,872$195 Avg MRR/Opportunity Proposal Presented34 Proposal MRR$9,695$285 Avg MRR/Proposal Following up with IDG Leads Time Warner Cable Proprietary and Confidential8 Prior to calling the Lead Contact take 2-3 minutes and become familiar with the information available on the Lead Record Which IDG Campaign did the lead result from? Use the script and provided links to view the content they downloaded this will promote the partnership Thank the contact for their interest in TWCBC Reference the campaign their lead was generated from this will help remind the contact they reach out to you for information and turn into a warm call, instead of a cold call Use the information provided in the lead to your advantage - review the campaign and activity history, think about what the buyer has looked at/interacted with, review the asset if available, put yourself in their shoes. Make it a WARM call, instead of a COLD call QUIZ #1 What type of sales selling style is most typical of high performers? Select 1 1. The Problem Solver 2. The Relationship Builder 3. The Challenger 4. The Hard Worker 5. The Lone Wolf Time Warner Cable Proprietary and Confidential9 MRS Update Josh Holmes Lynn Buannic Time Warner Cable Proprietary and Confidential Product & Operations Teams have heard you Top Areas of Concern Stopping MRS Sales 1.Lack of Product Knowledge and how to gather customer configuration details 2.Service Request Coordination 3.Service Implementation Time Warner Cable Proprietary and Confidential11 Improvements to Top Issue: Product Knowledge 1.Cisco built a Certification Training Program 1.Target audiences include Product, Sales, Sales Engineering 2.Goal to provide TWCBC personnel with thorough knowledge of Managed Services & Cisco products. 2.Cisco has presented Training portal to the SE Management team for testing & review. 1.If SE team approves, Cisco will provide access to the SEs for training 2.SEs will have opportunity to complete Cisco Certifications Time Warner Cable Proprietary and Confidential12 Improvements to Top Issue: Gathering Customer Information Major Changes to MRSAK Document 1.Provide better prompts to SEs that ensure Complete details are captured Detailed Questionnaire with prompting questions to help draw details out from Customer or technical contact Includes drawings for Site LAN & Complete WAN overview Ensure all CPE, and site-to-site communication/routing needs are captured Time Warner Cable Proprietary and Confidential13 New Tabs Improvements to Top Issue: Service Request Coordination 1.Updated process ensures the Core Service Request and the MRS Service Requests are delivered & installed at the same time. 2.Conducting Go / No-go calls for large, multiple site deployments to ensure all service requests are well coordinated to be delivered simultaneously 3.Cisco has hired dedicated resource to focus on working with TWCBC Sales Engineering on pre-sales support for questions, customer calls, and detail gathering Time Warner Cable Proprietary and Confidential14 Improvements to Top Issue: Service Implementation 1.TWCBC Engineering & Product teams meet Quarterly with Cisco to gain commitments for improving the delivery of the service 2.Cisco & TWCBC hold weekly calls to discuss complex customer designs (pre- & post-sales) to aid in the completion of the MRSAK and complete configuration detail discovery. 1.Sales Engineers are invited to this call by CNP, CND, or CNO during SPARC review or post-sale MRSAK review. 2.SEs can request pre-sales support on this call by engaging Product Management or the SPARC team. Time Warner Cable Proprietary and Confidential15 Improvements to Top Issue: Service Implementation 3. Cisco altered their internal Change Request process to better align with the process from TWCBC. The Care APS team now has a streamlined process and clear escalation path to ensure quick resolution to the customers need. 4. Cisco completed a major reorganization for their SmartOps personnel dedicated to TWCBC customer design and support. The new team has more than double the number of agents from the original team and these new agents all hold multiple Cisco networking certifications. Time Warner Cable Proprietary and Confidential16 Ongoing Process Improvements 1.Cisco will provide a list of Best Practice recommendations. Recommendations will be provided at regular Business Review meetings held every two months. 1.Recommendations will be used by Commercial Engineering, Operations and Product to examine future process changes or product updates. 2.Product teams working with Commercial Engineering to have additional CPE certified to use under the MRS umbrella. 1.Improve Max bandwidth offered through the service. 2.Units to include Content Filtering feature 3.Lower cost options for MRS units to be more competitive Time Warner Cable Proprietary and Confidential17 Product Reminders Launched the Enhanced MRS Portal in March 2015 View the current health of the network Verify the running configuration Review performance reports MRS Portal promotional video here (update link)here MRS Portal How-To video tutorial here(update link)here SE must be involved pre-sale No Off-net / Type II Deployments TWCBC Ethernet services Fiber services only (NO BCE or EoDOCSIS) TWCBC Internet services Either DOCSIS or fiber Time Warner Cable Proprietary and Confidential18 Legacy Ethernet & MRS-E Bundle Offer Time Warner cable Proprietary and Confidential19 Bundle Legacy Ethernet Services with MRS-E and receive an additional 10% discount on both services Requires Legacy Ethernet Services and MRS-E bundle On-Net Only / Fiber Only Ethernet Everywhere (EE) service is not available Discount: 10% off combined Legacy Ethernet & MRS-E total MRR In addition to sales approved and Sales Leader discounts Combined discount is applied to a single Legacy Ethernet MRR circuit only All other Legacy Ethernet circuits MRR remain as quoted MRS-E MRR remains as quoted Offer available April 1 - December 18, 2015 This is a non-advertised offer, intended as closing tool Legacy Ethernet & MRS-E Bundle Offer Rules Legacy Ethernet Service must be bundled with MRS-E Minimum 3 year term is required, 4 & 5 year terms also available On-Net, Fiber Ethernet only DOCSIS and Ethernet Everywhere (EE) Tiers are not eligible Existing customers without Ethernet services must buy Legacy Ethernet circuit(s) and MRS to be eligible Existing Legacy Ethernet customers adding new on-net circuit(s) & MRS-E must receive Price Desk Approval Offer is NOT available to existing EE customers Combined discount will be applied to a single Legacy Ethernet circuit; all other Ethernet circuits and MRS-E MRR will remain as quoted IRR model always applies Discount does NOT apply to additional MRS-E chargeable features Discount does NOT apply to one-time installation fees Time Warner cable Proprietary and Confidential 20 MRS for Ethernet and Ethernet Services Tools Time Warner Cable Proprietary and Confidential21 1.MRS for Ethernet Product Video 2.Ethernet Services Product Video 3.MRS for Ethernet Sales Slick 4.Ethernet Sales Slick 5.TWCBC website 6.MRS for Ethernet Power Positioning 7.Ethernet Services Power Positioning Product Resource Links Documents on Marketing Source QUIZ #2 On what type of MRS orders will a go/ no-go call be conducted prior to installation date? A.All MRS orders B.All MRS orders with over $1,000 in Monthly Recurring Revenue C.Large, Complex Multi-Site orders Time Warner Cable Proprietary and Confidential22 Ethernet & MRS Content Tools Time Warner Cable Proprietary and Confidential23 Marty Weiss Ethernet with MRS Content Tools 24 Managed Network Services Podcast Any Stage Sales Tools, Sales Nurtures, Display Banners, Social Media Win Your Weekend (interactive game) Opportunities Ecosystem Infographic (interactive) MRS TCO Calculator (Sales Guide) MRS TCO Calculator (interactive) TCO Payoff White Paper Ethernet Savings Calculator Bus. Case for Ethernet Services Solving the Network TCO Puzzle Restart Your TCO Machine Infographic) Interest/Awareness Evaluation/Decision MRS for Internet and Ethernet Services BCOD Barbara OBrian Time Warner Cable Proprietary and Confidential25 MRS for Internet and Ethernet Services - BCOD 26 Account Executive Materials BCOD materials are designed to speak to your prospects and customers business needs and they are versioned based on your sales title; AE, AC, AM all non-vertical or vertical BO Send up to 25s or Direct Mail pieces at a time, the only limit is your budget! All Materials Available in Leads and Contacts section under Follow Up MRS Marketing Materials in BCOD 27 BO You can also save the Leave Behinds as a pdf to a folder on your desktop in order to print later, attach tos and maximize your budget there is NO COST to do this! Ask me how MRS Ethernet MRS Internets include embedded video! Time Warner Cable Proprietary and Confidential28 MRS Ethernet Direct Mail Letters,s, Leave Behinds Managed Router Service Healthcare Managed Router Service Hospitality Managed Router Service K-12 Managed Router Service Higher Ed Managed Router Service Government Managed Router Service Ethernet Product Video -MRS Ethernet Leave Behind MRS Internet Direct Mail Letters,s, Leave Behinds Managed Router Service Healthcare Managed Router Service Hospitality Managed Router Service K-12 Managed Router Service Higher Ed Managed Router Service Government Managed Router Service Internet Product Video MRS Internet Leave Behind MRS Ethernet/Internet Marketing Materials in BCOD MRS Internet Leave Behind Time Warner Cable Proprietary and Confidential29 Want to find out how to use BCOD effectively and on a daily basis? COME TO TRAINING or Call me to schedule a private team training This Thursday, July 23 at 9:00 PST, or 11:00 Central or 12 noon EST Meeting Name: BCOD TRAINING Leverage Your Sales Tools Invited By: Barbara O'Brian When: 07/23/2015 9:00 AM - 10:00 AM Time Zone: Pacific Time (US and Canada) Conference Number(s): Participant Code: To join the meeting: https://webconference.twcable.com/r78jeadtfxn/ https://webconference.twcable.com/r78jeadtfxn/ MRS Ethernet/Internet Marketing Materials in BCOD Voice | Internet | Television | Network Services | Cloud Services THANK YOU! We will notify Winners of the $50 On the Spot Reward Cards via. Time Warner Cable Proprietary and Confidential PresenterTopic AddressPhone Number Marty Weiss & Nikki Muranko Challenger Messaging & IDG Sales Leads Josh Holmes & Lynn BuannicMRS Update Marty WeissMRS & Ethernet Content Tools 1569 Barbara OBrianMRS for Internet & Ethernet Services: BCOD Time Warner Cable Proprietary and Confidential31