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The Changing Face of the Commercial Customer


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The convergence of electronic security onto enterprise networks is turning IT managers into systems integrators’ primary point of contact for corporate accounts. Find out how this dynamic is playing out and the secrets to ingratiating your company with these customers. Presented by IP Focus Magazine Editor Paul Hennings

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The Changing Face of the Commercial Customer

  1. 1. The Changing Face of the Commercial Customer Paul Hennings Editor - IPfocus Magazine Principal - IP UserGroup
  2. 2. IP UserGroup International <ul><li>The IP UserGroup is an International Security and Safety technology forum with hubs servicing the UK and Europe, USA and Canada and Latin America. </li></ul><ul><li>Our role is to Facilitate, Communicate, Educate and Influence, presenting the very latest in network centric security and safety technology to an eager International Audience. </li></ul>
  3. 3. A Global Phenomenon <ul><li>Representing over 200 Affiliate companies </li></ul><ul><li>Approaching 30,000 members Worldwide </li></ul><ul><li>In more than 85 Countries </li></ul><ul><li>Activities in the UK, EU, USA and Latin America </li></ul><ul><li>International Media Partnership Network </li></ul>
  4. 4. <ul><li>Members include: </li></ul><ul><li>Manufacturers </li></ul><ul><li>Distributors </li></ul><ul><li>Installers </li></ul><ul><li>Integrators </li></ul><ul><li>End Users </li></ul><ul><li>Consultants </li></ul><ul><li>IT Professionals </li></ul><ul><li>Media </li></ul>
  5. 5. Four Important Issues <ul><li>Exploiting Technology Change </li></ul><ul><li>The New type of Customer </li></ul><ul><li>Changing attitudes to client relationships </li></ul><ul><li>Addressing New Market Entrants </li></ul>
  6. 6. Exploiting Technology <ul><li>End to end IP solutions </li></ul><ul><li>Hybrid Analogue / Networked Solutions </li></ul><ul><li>Analogue Devices with Network connections </li></ul><ul><li>Megapixel & HD solutions </li></ul><ul><li>Integrated Security & Life Safety system </li></ul>
  7. 7. Embrace the inevitable <ul><li>Increase demand </li></ul><ul><li>Technical Innovation </li></ul><ul><li>Move to Digital </li></ul><ul><li>Integrated Systems </li></ul><ul><li>Network Access </li></ul><ul><li>Applications: > Transportation > Retails > Home networking > Health/Education </li></ul>Worldwide Surveillance Camera Revenue: IP Camera vs. Analogue CCTV (Revenue in million U.S Dollars) source iSuppli 2012 Economic pressure
  8. 8. Adopt Best of Breed Solutions <ul><li>Total Sales $480M by 2010 (revised $600M) </li></ul><ul><li>Growth 37.6% p/a </li></ul><ul><li>Education Key to Growth </li></ul><ul><li>Slowdown in UK, USA, Japan since 2009 </li></ul><ul><li>Acceleration China, India, Eastern Europe & Latin America </li></ul>World market for IP Video Surveillance Software (Revenue in million U.S Dollars) source IMS
  9. 9. Technology Growth Comparison
  10. 10. New type of Customer <ul><li>IT Managers the primary point of Contact at Enterprise level </li></ul><ul><ul><li>Security is Important </li></ul></ul><ul><ul><li>IT is Critical </li></ul></ul><ul><li>New Breed of Integrator </li></ul><ul><ul><li>Learning a new language </li></ul></ul><ul><ul><li>Security - Just another Application </li></ul></ul><ul><ul><li>Camera - Just another Device </li></ul></ul>
  11. 11. Changing client relations <ul><li>Traditional Approach - Limited Margins </li></ul><ul><ul><li>Traditional solutions, labour intensive, limited life, small growth path, little scope for adding value </li></ul></ul><ul><li>Client Driven - Adding Value </li></ul><ul><ul><li>Customer centric solutions, technology based, scalable, large growth opportunity, huge scope to add value, lifetime clients </li></ul></ul>
  12. 12. Customers for LIFE! <ul><li>Traditional Model </li></ul><ul><ul><li>Sales </li></ul></ul><ul><ul><li>Installation </li></ul></ul><ul><ul><li>Maintenance </li></ul></ul><ul><li>New Creative Customer Centric Model </li></ul><ul><ul><li>Consultation </li></ul></ul><ul><ul><li>Design </li></ul></ul><ul><ul><li>Planning </li></ul></ul><ul><ul><li>Implementation </li></ul></ul><ul><ul><li>Service </li></ul></ul><ul><ul><li>Expansion </li></ul></ul>£ $ €
  13. 13. Customer Centric Relations <ul><li>Listen to your Customer </li></ul><ul><li>Understand their needs </li></ul><ul><li>Offer a viable solution </li></ul><ul><li>Establish Technology Partners </li></ul><ul><li>Keep the Client in the Loop </li></ul><ul><li>Provide 1st Class Service </li></ul><ul><li>Make the client feel special </li></ul>
  14. 14. New Market Entrants <ul><li>IT Resellers and Distribution </li></ul><ul><li>ICT Systems Integrators </li></ul><ul><li>Managed Service Providers </li></ul><ul><li>ISP’s & Communications </li></ul><ul><li>Data Centres - Storage </li></ul><ul><li>Cloud Computing and SaaS </li></ul>
  15. 15. IT Market Survey UK <ul><li>Statement: In-building systems and physical security (such as CCTV and Building Access) are increasingly touching on the IT Department </li></ul>Source Imago Communications Average > 80%
  16. 16. Market Penetration <ul><li>IP Camera Penetration 20%UK </li></ul><ul><li>Scandinavia early adopters 50% </li></ul><ul><li>Hybrid DVR 70% UK </li></ul><ul><li>Improved Infrastructure - Reduced Costs </li></ul><ul><li>80% IT & Network adoption </li></ul><ul><li>ENGAGE WITH IT & NETWORKS </li></ul>
  17. 17. Good Luck for the future <ul><li>Thankyou </li></ul><ul><li> </li></ul><ul><li> </li></ul><ul><li> </li></ul>