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Conference Presentation

One Size Does Not Fit All: Adopting a Remote Approach to Quickly Achieve Customer Outcomes

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In today's TaaS economy, companies must deliver value and quality while helping customers achieve economic and operational outcomes. Recognizing a growing concern in customer perception of services pricing versus value, Ciena launched a strategic initiative to understand the competitive landscape for their services. Because of conclusive feedback, Ciena recognized a severe misalignment between existing service offers and the value customers expected for the associated outcomes. In response, Ciena launched a tiered deployment-services model, leveraging remote capabilities, with dramatic results--delivery of value-based outcomes that meet the full spectrum of customer needs, rather than a specific few. In this session, Ciena's professional services product manager, Brian Ruffner, supported by partner, RTM Consulting, will review the program analysis and the resulting focus on addressing changing customer expectations in the TaaS economy.

Presented By:

Brian Ruffner

Sr, Advisor, Services Product Line Management, Ciena

Jennifer Gamble

Practice Leader, Skills Development and Training, RTM Consulting

Colin Hastings

Leader, Global Field Services, Ciena

Publish Date: October 19, 2016

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