MEASURING CERTIFICATION VALUE VERSUS ROI articles/Webinars...MEASURING CERTIFICATION "VALUE" VERSUS ROI JUNIPER NETWORKS CASE STUDY JNCP 2011 CERTIFICATION SURVEY RESULTS Liz Burns

MEASURING CERTIFICATION "VALUE" VERSUS ROI JUNIPER NETWORKS CASE STUDY JNCP 2011 CERTIFICATION SURVEY RESULTS

Liz Burns

April 2012

2 Copyright © 2011 Juniper Networks, Inc. www.juniper.net

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


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


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


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

Employee 5%

Partner 42% Customer

50%

Student 3%

Response by Audience

Americas 22%

Asia Pacific 45%

Europe, Middle

East, Africa 33%

Response by Geo


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


IMPACT ON JUNIPER AND PARTNER SALES 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

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.

21%

52%

14%

13%

Learning required to pass JNCP exams helped close larger busines deals

No Impact

Closing up to 20% Larger Deals

Closing up to 30% Larger Deals

Closing over 30%

Larger Deals

20%

49%

20%

11%

Learning required to pass JNCP exams helped close more business deals

No Impact

Up to 20% More Business

Up to 30% More Business

Over 30% More

Business

FOR PRESALES - Trained and certified Presales Engineers

generate more revenue


Completely Agree27%

Agree

65%

Disagree

8%

Support calls into JTAC are generally about higher-level issues and more quickly resolved

IMPACT ON JTAC CALLS

The knowledge and experience candidates gain preparing for

the Juniper Networks certification exam reduces their

dependency on Juniper tech support.

27%

34%

28%

11%

How has the knowledge and experience required to pass the Juniper Networks exams impacted the number/frequency of calls into

JTAC?

No impact

Up to 20% Reduction

Up to 40%

Reducation

Over 40%

Reduction

FOR TECH SUPPORT - Trained and certified customers reduce

support calls


IMPACT ON JUNIPER AND PARTNER PROFESSIONAL SERVICE IMPLEMENTATIONS

86% of Juniper and partner

Professional Service consultants say

going through the certification process

resulted in faster 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.

14%

56%

17%

13%

To what extent has the knowledge and experience required to pass the Juniper Networks

certification eams reduced the duration of your network implementations?

No Impact

Up to 20% Faster

Up to 30% Faster

Over 30% Faster

Strongly

Agree32%

Agree64%

Disagree4%

The knowledge and experience required to pass the Juniper Networks certification exams has

improved the overall quality and effectiveness of my network implementations

FOR PRO SERV - Trained and certified Pro Serv consultants

maximize return on implementations


WHY CERTIFY? IMPROVED INDIVIDUAL PERFORMANCE

In what ways has your performance

improved as a result of the Juniper

Networks certification process?

Improvement % Impacted

Faster identification and

resolution of issues 52%

Better and more complete

understanding of networking

principles in general

52%

Better and more complete

utilization of the full

functionality of our Juniper

gear

51%

More efficient and effective

design of our network 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.

What participants said

FOR PARTNERS AND CUSTOMERS - “After my Juniper training I am

simply a better network engineer.”


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


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


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

http://forums.juniper.net/t5/My-Certification-Journey/Why-get-Juniper-Networks-technical-career-certifications-in/ba-p/127173






















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?

Documents

MEASURING CERTIFICATION VALUE VERSUS ROI articles/Webinars...MEASURING CERTIFICATION "VALUE" VERSUS ROI JUNIPER NETWORKS CASE STUDY JNCP 2011 CERTIFICATION SURVEY RESULTS Liz Burns