Business Applications and Buyer Profiles Guide Enus

8/11/2019 Business Applications and Buyer Profiles Guide Enus

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Polycom Confidential For Internal Use Only



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Customer Service

Engineering

Facilities/Corporate Real Estate

Finance

Human Resources

IT

Marketing

Sales

Business Applications and Buyer Profiles

CEO

Polyco


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CEO

Business Objectives

W R

R

R

Grow the companyDrive business value

Reduce costs

Attract and retain top talent


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CEO Business Applications

Business Objective: Grow the company

Goal: Creating value in uncertain times

CHALLENGES

Increasing the speed of bringing the bestquality products and services to market

Understanding the needs of customers/clients

Engaging personally with key

customers/clients

Using competitive intelligence to betterunderstand customer/client needs

SOLUTION

Utilize video to increase the frequency andquality of time with key customer leaders to

foster relationships and create opportunities

Utilize video to build a culture of quality and

internal team relationships to enhance product

and services

BENEFIT

Improved customer

Improved customer

Improved revenue


5/62Polycom Confidential For Internal Use Only


Business Objective: Drive business value


CHALLENGES

Finding, engaging and incentivizing key talentfor innovation

Engaging in strategic alliances with

customers, suppliers and/or other business

partners

Creating a culture of innovation by promotingand rewarding entrepreneurship and risk-

taking

Developing innovation skills for all employee

Applying new technologies (product, process,

information, etc.)

SOLUTION

Speed product development with both videoand content sharing from different global sites

to improve innovation processes

Utilize video to increase training programs to

improve employee skillsets

BENEFIT

Improved rate of in

Improved business

Improved merger a

Improved competiti




Business Objective: Reduce costs


CHALLENGES

Raising employee engagement andproductivity

Reducing baseline costs

Breaking down internal silos

Continually improving processest (six sigma,

total quality management, etc.)

Alignment between strategy, objectives andorganizational capabilities

SOLUTION

Utilize video to communicate to employeesabout corporate goals and objectives

BENEFIT

Improved margins

Better internal perfo

Improved return on




Business Objective: Attract and retain top talent


CHALLENGES

Growing talent internally

Providing employee training and development

Raising employee engagement

Improving performance management

processes and accountability

Increasing efforts to retain critical talent

SOLUTION

Utilize video to motivate the internal team

Deliver training programs

Open door to the CEO programs via video

BENEFIT

Motived employees

A culture that reflec

the leadership team

Fewer geographic


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CEO Buyer Profile

Challenges

Retaining and recruiting the best human capital Achieving Operational Excellent (OE)

Innovation

Customer relationships Succeeding in spite of geographic and political influences

Government regulation and compliance Globalization and competition

Brand development

Questions Across Buying Cycle

Common Titles

CEO

Creating value in uncertain

times

Buyer Role

Delegation

Buying Center

CIO OfficeLoB Leader

Procurement Office

Organizational Position

Leader, Visionary

Job Responsibilities

Defining company strategy and vision Building a senior team

Setting the company culture

Capital allocation Reporting corporate performance to the board and

investors

Goals/Priority Initiatives

Grow the company Increase value to shareholders

Reduce costs

Retain top talent Optimize performance

Awareness Consideration Close

What is changing in the world?

What is changing with my

customers and my competition?

What is changing in policy?

What does my board expect of

me?

How can I allocate resources to

best address all of the above?

How does my capital allocation fit

into my frame of the world?

How do I make decisions to invest

in unlike areas of the business?

How do I value different parts of

my business?

Who do I trust?

How will decisions impact

my team?

What return should I expect from

this investment and how will it

directly impact my financial goals?

What will not be done if I make

this investment?



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Customer Service

Business Objectives

W R

R

R

Improve customer satisfactionMeet customer expectations

Scale resources

Managing cultural differences


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Customer Service Business Applications

Business Objective: Improve customer satisfaction

Goal: Maximize customer satisfaction

CHALLENGES

Keeping the team motivated and engaged withcustomers and each other

SOLUTION

Facilitate a deeper connection between customerand representative through the use of video

communication

BENEFIT

Creates more empathare focused on resolv

complex problems


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Business Objective: Meet customer expectations


CHALLENGES

Helping resolve customer issues faster

SOLUTION

Using video collaboration allows for morecomprehensive information gathering which

accelerates the resolution process

BENEFIT

Provides a more persoengagement process

commitments


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Business Objective: Scale resources


CHALLENGES

Managing day to day workload and allocatingthe right resources to the customer issues at

hand

SOLUTION

Provide more flexibility in getting the right SME infront of the customer, independent of location

where the SME resides

BENEFIT

Customer perceives toaccess to resources th

expertise to solve thei

C t S i B i A li ti


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Business Objective: Managing cultural differences


CHALLENGES

Provide more awareness of customer culturalbackground to the customer agent

SOLUTION

Video communication allows to create a visualconnection that brings the cultural aspects more

to the foreground

BENEFIT

Customer agents can communication, langu

on customer specific c

C t S i VP B P fil


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Customer Service VP Buyer Profile

Challenges

Setting communication expectations. Deciding which customer service channels to activate. From phonehandling, in person and email to social media, live chat and help desk software it can be daunting to identify the

best means to serve customers. Defining a customer-centric process and making it stress-free for customers to

get help. Gathering and consolidating data at each touch-point to provide a unified customer-facing experience.Handing and measuring customer complaints and managing dispute resolution, by us ing metrics that are quick

and easy to track such as response time, resolution time and quality ratings in the form of customer surveys.


Common Titles

VP Customer Service

Buyer Role

Improve quality of customerinteractions to increase

satisfaction and loyalty

Buying Center

Procurement


Sr. Executive

Ease of use, flexibility and

interoperability with customerenvironment


Primarily responsible for maintaining effectivecustomer service for all internal and external

customers by utilizing excellent, in-depth knowledge

of company products and programs as well as teammembers within the Customer Service Department.

Supervises and trains Customer ServiceRepresentatives.


Develops and implements procedures pertinentto the effective and efficient operation of the

Customer Service Department. Sets

performance standards to meet service goals ofcompany. Structures the training agenda,

Measures Customer Service Rep performanceand makes employment decisions.


How can I improve customer

communication?

How do I better manage cus tomer

expectations?

How do I personalize the customer

engagement?

How do I expand existing

communication channels to better

serve customer needs?

Can video communication with

customers improve satisfaction?

Is video a cost effective way to

serve our customers?

Are customers ready/willing to use

video to communicate

Is video a better medium to resolve

complex customer issues?

Can I measure the impact of using

video to my business?

Wil l video drive efficiencies in the

customer services dept?

Can I integrate video comm. into

my existing business processes?

Is my team ready to use video to

engage with customers?


E i i


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Engineering

Business Objectives

W R

R

R

Increase revenue from new productsStreamline development processes

Reduce/manage development costs

Attract and retain engineering talent

E i i B i A li ti


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Engineering Business Applications

Business Objective: Increase revenue from new products

Goal: Design and build products that give the company a

competitive advantage for positive revenue impact

CHALLENGES

Development cycles are too long

Engineering processes are difficult to monitor

Difficult to transfer knowledge effectively from

engineering to production

SOLUTION

Shorten time-to-market by leveraging videocollaboration for:

Rapid interaction/discussion between

development teams globally

Sharing designs and technical information live

with real-time annotations through interactivecontent sharing instead of through email

Identify and troubleshoot problem areas, flawsquickly

Accurately understand and implement

engineering processes

Record discussions and trainings for reference

or for playback to participants that missed

knowledge transfer discussions

BENEFIT

Shave valuable wedevelopment cycles

Easily monitor strin

attention to detail to

precision and preve

Effective knowledgeproduction



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Business Objective: Streamline development processes



CHALLENGES

Development cycles are too long

Engineering processes are difficult to monitor

Difficult to transfer knowledge effectively from

engineering to production

Difficult to get customer/user requirements

and feedback into the development process

SOLUTION

Conduct development discussions over videocollaboration and:

Multiple stakeholder, multi-location feedback

can be sought more easily compared to audio.

Ease of gathering customer and user feedback

no matter where they are in the world

BENEFIT

Eliminate travel timquick feedback and

Make better decisio

face-to-face interac

Quicker, more succ

products and servic



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Business Objective: Reduce/manage development costs



CHALLENGES

Cost related to development teaminteraction, work

Cost related to maintenance & performance

of equipment

Cost of regular knowledge transfer sessions

Cost of technological innovation / integrityengineering audits

Cost of IP applications and management

SOLUTION

Realize significant savings through video-enabledprocesses:

Conduct time-sensitive development team

interactions over video to improve team

rapport, understanding and engagement

Troubleshoot, maintain, conduct checks onequipment remotely

Hold detail-oriented, sequence-or iented auditsessions over video collaboration

Conduct a regular cadence of vital knowledge

transfer sessions over video for greate r clarityand accountability

Work on tedious IP applications, management

and potential legal issues without lengthy

business travel. Instead, connect with

stakeholders, regulatory authorities and legalrepresentation through CloudAXIS

BENEFIT

Obtain significant ctravel and related e

Save employee tra

been diverted to mo

Improve work-life b

teams, resulting in and loyalty



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Business Objective: Attract and retain engineering talent



CHALLENGES

Competition is high for top talent

Remuneration packages are becoming

significantly more expensive and arent

sustainable over time

Career development and opportunities for

mentorship and personal growth are critical toretain top talent

SOLUTION

Use integrated video, audio and contentcollaboration to:

Support flexible working/telework andhome/remote office work as an incentive

beyond remuneration

Create a productive work environment where

employees have simple and immediate access

to communicate and collaborate with peers,

management, and experts across theorganization

Establish mentorships without regard for

geographical location

Offer on-demand and remote access to live

training using video to support career

development and personal growth plans

BENEFIT

Adopt modern techworkforce (positive

attractive beyond re

Empower top talen

engage well with pe

increased job satisf

Incent employees w

environments, a pe

encourages retenti Offer career growth

employees as viabpositions regardles

Provide access to t

without substantial

Eliminate the perso

expense to commuloyalty and retentio

Build a strong corp

performing talent

Engineering Chief Technology Officer Buyer Profile


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Engineering Chief Technology Officer Buyer Profile

Challenges

Rapid technology change Understand competing technologies

Leverage new development tools

Recruit and retain technical talent

Manage joint development teams through the supply chain

Budget justification: Develop and manage product development costs and budgets

Transfer and sharing of information between Production, Engineering and Equipment

Driving collaboration and business alignment with Marketing and Sales to anticipate customer needs Outsourcing ancillary design activities to accelerate time to market

Process, Production, Engineering and Equipment audits


Common Titles

CTOCDO

VP development

VP Engineering

Buyer Role

Champion (business value)

Buying Center

R&D Product DevelopmentEngineering & Equipment

Mechanical & Engineering

Procurement Office


C-Level executive


Define strategy for product development Build world c lass development team Ensure product quality through reliability testing,

verification and audit Ensure compliance with legal regulations Manage joint development partnerships On time product development Manage intellectual property of the company

Goals/Priority Initiatives Time to market, shorten development t imeframes

Product cost and margin goals

Identify new technology trends

Develop and manage design teams globally

Reduce development costs

Help create competitive advantage

Drive organizational and process improvement

Operational performance and maintenance


How can I manage development,

process audit, maintenance costs

without compromising quality?

How do I maximise the teams

productive time?

How can I deliver a working

environment that stimulates

innovation?

How can I be sure our products

address our customers issues?

How are all of my options unique

and different, including costs/ROI?

Is the ROI impact s ignificant

enough for a change?

How does this solution align with

existing initiatives, projects,

priorities?

Will this solution be accepted/

adopted by my team?

How long before it shows ROI?

Does the technology work?

How will this technology be

implemented?

Is it proven through demo or trial?

What are the results of the pilot or

beta program?

Are there case studies of

companies succeeding with the

same goals I have?

Does it integrate with existing

tools, systems?Polycom Confidential For Internal Use Only



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Business Objectives

W R

R

R

Optimize workspaceStreamline project management

Remotely inspect, maintain and launch facilities

Establish flexible/alternative/collaborative

workspace strategies

Facilities/Corporate Real Estate Business Application


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Business Objective: Optimize workspace

Goal: Provide the optimal and most cost effective workspaces for

the workforce

CHALLENGES

Providing effective work environments withlower fixed costs and smaller overall

footprints

Maintaining employee productivity despite

shrinking individual workspaces

Shrinking individual workspace orcollaboration workspace footprints

Using space efficiently to suppor t moreemployees in the same space or fixed

number of employees in smaller space

Decentralizing offices or functions in favor ofusing office locations in less expensive cities

SOLUTION

Leverage video collaboration solutions to:

Enable remote workers and home workers to

easily connect with colleagues, lowering the

pressure on office real estate

Support productivity in hot-desking work

models

Turn unconventional areas such as the

pantry, vacant offices, conference booths intocollaborative workspaces, maximizing the use

of expensive office real estate

Connect central and distributed offices andteams

BENEFIT

Maintain employeeshrinkage in individ

Enable teamwork a

regardless of locati

Lower fixed facilitie

Efficient use of spaemployees e.g.: ho

home offices



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Business Objective: Streamline project management


the workforce

CHALLENGES

Availability of stakeholders

Interacting and coordinating with onsite

project teams from other geographical

locations

SOLUTION

Conduct project management discussions overvideo for:

Multiple stakeholder, multi-location feedback

can be sought easily

Layouts and blueprints can be shared live

with real-time annotations through theinteractive content sharing instead of through

email conversations

Receive nonverbal feedback and cues during

discussions

Accurately understand and implementpractices related to branding, IT

infrastructure, aesthetics etc.

Record discussions for reference or for

playback to participants that missed the call

BENEFIT

Eliminate travel timquick feedback and

Make better decisio

face-to-face interac

Improve project ma

quicker, more succlaunches, redesign



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Business Objective: Remotely inspect, maintain and launch fac


the workforce

CHALLENGES

Effectively managing a location without beingphysically present

Travel and time costs associated with

physical visits to the site

Inadequate or inaccurate site assessments

lead to increased costs and expenditure

SOLUTION

Use high quality video collaboration solutionsto allow:

Staff on site to visually share problems and

issues with remote experts and vendors for

effective, timely troubleshooting

Real-time inspection of the remote facility,including every aspect from office branding to

repairs to layouts and blueprints

BENEFIT

Dramatic reductionrequired to plan an

maintenance

Quick resolution to

situations

Major cost savings better assessment

Manage office sites



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the workforce

CHALLENGES

Realizing facilities cost savings byimplementing flexible working

Maintaining productivity and innovation

Supporting core functions through emergency

preparedness and business continuity

SOLUTION

Leveraging video collaboration solutions inbusiness to:

Allow flexibility in how, when and where

employees work

Enables employees to spend more time being

productive in places outside the office

Help save employee time commuting and

reduce pollution Support work across a network of dispersed

locationsoffices and homes alike

BENEFIT

Lower fixed costssupport workforce

Business Objective: Establish flexible/alternative/collaborative

workspace strategies

Facilities/Corporate Real Estate VP Buyer Profile


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Facilities/Corporate Real Estate VP Buyer Profile

Challenges

1/3 of the global workforce is mobile today Supporting employees that work from home or work from anywhere

Providing an effective environment for fixed/mobile workers, business travelers

Implementing strategies such as hot-desking, remote work, hoteling

Rise of dispersed, global teams and the need for distance collaboration Designing an interconnected office with distance collaboration technologies

Workspace optimizationreducing space, maximizing utility, creating cost savings

70% of workers are either not engaged or disengaged at work Designing/equipping the office as an enabler of creativity, innovation, product ivity

Flexible working revolutionBYOD, smartwork, telework etc.


Common Titles

VP, Director Facilities/Real Estate

VP, Director Workplace

SolutionsVP, Director Corporate

Services

Buyer Role


Buying Center

FacilitiesCorporate Real Estate


C-Level

Job Responsibilities Strategic organizational decisions on the provision

of space, services, cost and business risk Ensure corporate and regulatory compliance Maintain a clean, productive and cost effective

environment for employees to function within Commercial property management Tendering & selection of contractors/vendors Business continuity planning

Goals/Priority Initiatives Efficiency, productivity, profitability (accounts for

2-6% of company revenues) Regulatoryhealth, safety, fire safety, security,

ergonomics compliance Changing work styles and how to

adapt/implement Emergency preparedness and business

continuity Sustainability


How does video collaboration help

solve my k ey challenges?

What are the current workflows in

my department that can benefit

from video collaboration

Am I able to quantify the impact?

How will this benefit various

stakeholders?


and different, including costs and

ROI?

Who are my advisors and what is

their opinion?

Is my chosen business partner

someone I can trust? Do other

people trust them?

How does this solution align with C-

level initiatives, projects, priorities?

Am I likely to get funding approval?



implemented?



beta program?

Are there case studies of

companies succeeding with the

same goals I have?

Are the technical details of the

solut ion verified by 3rd parties?Polycom Confidential For Internal Use Only

Finance


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a ce

Business Objectives

W R

R

R

I

Expand operationsProtect existing investments

Improve the margins for the business

Improve quality and confidence in reporting operations

Finance Business Applications


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pp

Business Objective: Expand operations

Goal: Meet company financial objectives through cost control and

quality investments

CHALLENGES

Linear expansion of costs as operationsexpand into new geographic markets

SOLUTION

Implement remote working capabilities that:

Allow business to be conducted effectively in

new geographic markets without securing

office facilities

Provide an effective means of training,

coaching and monitoring new staff

Integrated video, audio and content sharing

maximize the effectiveness of collaboration

across geographic boundaries

Enterprise-quality, secure connections are

safe for business communications

Connect people both inside and outside the

company

BENEFIT

Scale operations w

Attract top talent in

flexible work enviro

technology



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pp


quality investments

CHALLENGES

Technology investments, particularly forinformation and communication (ICT), often

require discarding and replacing previous

investments

SOLUTION

Extend the utility of existing information andcollaboration (ICT) solutions by choosing

technologies that:

Adhere to international standards

Are compatible with other major ICT solutions

BENEFIT

Protect previous tec

Retain previous s

natural utility

Expand and enha

significant cost

Keep technology us

the continual introd

learn

Business Objective: Protect existing investmentsensure integ

new and existing technologies



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Polycom Confidential

For Internal Use Only

pp

Business Objective: Improve the margins for the business


quality investments

CHALLENGES

Expanding business is requiring more travelwhich is expensive and reduces green

credentials

SOLUTION

Reduce travel through effective remote workingcapabilities:

Integrated video, audio and content

collaboration maximize the effectiveness of

collaboration across geographic boundaries

Enterprise-quality, secure connections aresafe for business communications

Connect people both inside and outside

the company

BENEFIT

Reduce travel expe

Increase staff produ

travel time

Decrease the carbo

organization



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Business Objective: Improve quality and confidence in reportin


quality investments

CHALLENGES

Confidence in information gathered due tolimited and infrequent personal interaction

with contributors

Access to internal and external stakeholders

on a regular and timely basis

SOLUTION

Conduct reviews frequently using collaborationtechnologies:



across geographic boundaries



company

BENEFIT

Improve the qualitydata through freque

and reviews

Deliver better inform

more timely manne

company performa

Finance Chief Financial Officer


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Challenges

Linear expansion of costs as operations expand into new geographic markets Technology investments, particularly for information and communication (ICT), often require discarding and

replacing previous investments

Expanding business is requiring more travel which is expensive and reduces green credentials Confidence in information gathered due to limited and infrequent personal interaction with contributors

Access to internal and external stakeholders on a regular and timely basis


Common Titles

Chief Financial Officer (CFO)Financial Controller

Finance Director

VP FinanceTreasurer

Buyer Role


Buying Center

IT


C-level or seniormanagement


Ensure investments made by the business willdeliver quantifiable as well as qualitative benefits

to the organisation

Maintain control on costs for the organisation

Goals/Priority Initiatives Assess any requests for investments to

ensure compliance with ROI, payback andNPV guidelines for the organization

Maintain control of costs for organisation as awhole, but also for the finance operations as asubset of the organisation

Ensure compliance with external regulationsin terms of finance operations


How do your solutions solve

problems for my organization?

Can you prove that your solutions

can make a difference to my

organization?

How much savings can I expect for

my organizat ion if we deploy your

solutions?

What additional soft benefits can we

measure from the use of these

solutions?

What metrics can we put if place to

ensure that the claims you have

made are realized by my

organization?

Who can we talk to about the

experiences of using your

solutions?

What methods can you offer to

allow us to try your solutions before

we commit to a purchase?

What is the big difference between

you and the other companies who

make similar claims?



Human Resources


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Business Objectives

W

R

R

R

D

I

Widen the talent pool

Reduce recruitment time

Reduce onboarding time

Retain top talent

Develop talent through training

Implement a flexible work environment

Human Resources Business Applications


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Business Objective: Widen the talent pool

Goal: Become one of the 100 best companies to work for

CHALLENGES

Good talent is geographically dispersed, notalways located near company offices

Competition is high for good candidates

SOLUTION

Support a dispersed workforce with effectiveremote working capabilities:

Integrated video, audio and content

collaboration

Enterprise-quality, secure business

communication


company

BENEFIT

Attract top talent:

Eliminate reloca

Adopt modern te

workforce (posit

attractive beyon

Hire the best talentlocation

Lower fixed costs (costs)

Widen talent pool b

locations



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Business Objective: Reduce recruitment time


CHALLENGES

Long process with numerous cycles

In-person interviews are costly and difficult to

schedule

Limited ability to adequately assess

candidates with phone interviews

SOLUTION

Conduct live interviews over video:

Candidates use any computer with a webcam

or a video-enabled mobile device

Secure, enterprise-grade video connections

protect privacy

Interview team can consist of any number ofemployees and third party participants

Record interviews for subsequent review byinterview team or participants who could not

join live

BENEFIT

Eliminate travel timquick scheduling of

Make better recruit

face interaction pro

better candidate as

Save on travel and bringing candidates

Engage managers

process with impro

assessment capab



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Business Objective: Reduce onboarding time


CHALLENGES

Timeliness due to critical mass requirement

Costs for employee travel

Costs for external trainers

Burden to internal trainers (day job +)

Scheduling difficulties

Difficulty meeting colleagues, vendors,partners relevant to job

SOLUTION

Conduct onboarding live over video:

Integrated video and content sharing creates

an effective training environment for remote

participants

Geographically dispersed employees

participate together to achieve critical mass

Onboarding sessions and introductions take

place quickly without travel and scheduling

complexities

Trainers, vendors and partners can

participate from anywhere using a computerand webcam or video-enabled mobile device

Sessions can be recorded for on-demand

playback and subsequent onboarding

BENEFIT

Expedite onboardinbecome productive

Allow business to c

reducing the time a

colleagues, and int

Arrange introductowith vendors and p

Reduce travel and



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Business Objective: Retain top talent


CHALLENGES

Competition is high for top talent

Remuneration packages are becoming

significantly more expensive and arent

sustainable over time

Career development and opportunities for

mentorship and personal growth are critical toretain top talent

SOLUTION

Use integrated video, audio and contentcollaboration to:

Support flexible working/telework and

home/remote office work as an incentive

beyond remuneration

Create a productive work environmentwhere employees have simple and

immediate access to communicate and

collaborate with peers, management, andexperts across the organization

Establish mentorships without regard fo rgeographical location

Offer on-demand and remote access to live

training using video to support career

development and personal growth plans

BENEFIT

Adopt modern techworkforce (positive

attractive beyond re

Empower top talen

engage well with pe

increased job satisf

Incent employees w

environments, a pe

encourages retenti

Offer career growth

employees as viabpositions regardles

Provide access to t

without substantial

Eliminate the perso

expense to commuloyalty and retentio

Build a strong corp

performing talent



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Business Objective: Develop talent through training


CHALLENGES

Diminishing training budgets

Scheduling difficulties

Significant administration requirement

Costs for external trainers

Loss of knowledge through attrition and

retirement

Trainer availability makes frequency

inadequate

SOLUTION

Deliver live training over video:

Trainers, even external experts, as well as

participants can participate from anywhere

using a computer and webcam or video-

enabled mobile device

Integrated video and content sharingcreates an effective training environment

for remote participants

Secure, enterprise-grade videoconnections provide a high quality

experience and eliminate securityconcerns

Record training for on-demand playback

Track participation and completion with video

management solutions

BENEFIT

Eliminate travel andcosts

Reduce engageme

Bring in expert train

due to cost, locatio

Reduce schedulingtravel and/or comm

participants and by

access to training

Increase frequency

increasing costs an

Proliferate knowled

larger percentage o

increasing



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Business Objective: Implement a flexible work environment


CHALLENGES

Evolving performance evaluation frompresence-based to KPI-based

Maintaining productivity and innovation

Dispelling perceived association between

visibility and contribution/value-add

Developing organizational trust

Difficulty managing dispersed teams

Alleviate perception of slower careerprogression compared to peers who do not

take up flexible working

SOLUTION

Use integrated video, audio and contentcollaboration to

Enable work and collaboration across a

network of dispersed locations

Support meetings with external business

partners and customers

Maintain high levels of engagement

through face-to-face meetings instead of

relying on audio -only meetings and emailexchanges

BENEFIT

Decreased cost of and cost savings.

Increased productiv

report an increase

do not need to com

hours spent travelin

Attract and hire the

geographical locati

Increase satisfactioemployees to have

balance through fle

Accommodate new

work styles of Mille

employees joining t

Human Resources Chief Human Resources Officer Pro


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Challenges

Human Capital is the #1 challenge on the minds of CEOs, which in turn is the CHROs challenge. More than two-thirds of HR leaders cite leadership and technical talent gaps as their top business challenges

45% of business leaders believe that fresh college graduates do not have the entry level skills they need to

start work without training Workforce is increasingly global, economic development and greater integration across markets in the past few

decades have caused many talented people to explore career opportunities overseas and the organizationsview on HR needs to evolve with this, whether they are facing labour drain or influx.

Need to focus on talent brand by building leading talent practices and communicating them in innovative ways

A fresh look at workplace flexibility as a way to retain and attract talent


Common Titles

VP/EVP/SVP HumanResources

Chief Personnel Officer

Buyer Role


Buying Center

Human Resources(for organizational initiative

like flexible working) or IT


C-Level


Oversees all human resource management andindustrial relations (unions, interest groups)

operations for an organization

Roles include being a (1) workforce strategist, (2)organizational and performance conductor, (3) HR

service delivery owner, and (4) compliance andgovernance regulator


Talent acquisition, development and retention Succession planning

Cost control

Employee engagement Innovation

Culture


How can video collaboration

technology solve my challenges or

help achieve desired outcomes?

Technology solutions are complex

and require IT involvement, should

HR really be driving this initiat ive?

How can I engage my IT

department to help attain my goal?

Surely HR policy and technology

adoption need to go hand in hand?

Can you share succ ess stories of

customers who have succeeded in

applying video collaboration

technology to talent acquisition,

training, onboarding, etc. .?

Why would we consider your

solut ions over compet itor / free

solutions?

Do your solutions integrate with our

HR systems e.g.: PeopleSoft, Brass

Ring, SuccessFactors?

What is the average ROI on your

solutions?

Do we really need a solution of

this scale? Can we achieve the

same outcomes with a smaller

deployment?

Can we talk to a reference case?



Human Resources Senior Influencer Buyer Profile


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Challenges (Same as CHROs)

Human Capital is the #1 challenge on the minds of CEOs, which in turn is the CHROs challenge. More than two-thirds of HR leaders cite leadership and technical talent gaps as their top business challenges

45% of business leaders believe that fresh college graduates do not have the entry level skills they need to

start work without training Workforce is increasingly global, economic development and greater integration across markets in the past few

decades have caused many talented people to explore career opportunities overseas and the organizationsview on HR needs to evolve with this, whether they are facing labour drain or influx.

Need to focus on talent brand by building leading talent practices and communicating them in innovative ways

A fresh look at workplace flexibility as a way to retain and attract talent


Common Titles

Director, TalentAcquisition/Recruitment

Director, Training &

Development

Buyer Role

Influencer (performance)

Buying Center

Talent Acquisition &Management

Training & Development


Senior manager in abusiness/corporate function


Manages a key segment of HR such as talentacquisition or training and development

Top HR executive reporting to CHRO, responsible

for day to day operations of most of HR team


Operationalizing initiatives that support CHROgoals in talent, succession planning, cost

control, employee engagement, innovation, and

culture


How can video collaboration

technology improve processes /

workflows in HR?

What ways can it be integrated into

existing systems my team uses?

Can I connect with agencies,

vendors with your solut ion?

What are the benefits that your

customers experience & how long

did it take to achieve?

What is the ROI on your solutions?

What is the adoption rate of video

solutions within HR once deployed?

Why would we consider your

solut ions over compet itor / free

solutions?

Do you have a trial program?

How will you help me implement

the adoption/usage of the solution

within HR?

What are some success cases

you have?

What advantages do you have

over competitors?



IT


42/62



Business Objectives

W

R

R

R

A

Increase growth

Deliver operational results

Reduce costs

Attract and retain new employees

Improve organizational performance

IT Business Applications


43/62



Business Objective: Increase growth

Goal: Create digital value: drive organizational-wide performance improvement

through governance of an information strategy and execution plan

CHALLENGES

Unsatisfactory customer experiences

Misalignment between Marketing and Sales

organizations

Unable to use data to drive

organizational change

SOLUTION

Increase levels of communication, routinevideo calls from any location. Browser-based

video provides ubiquitous mechanism for

communicating with partners and vendors.

BENEFIT

Easier to do businemore business



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Business Objective: Deliver operational results



CHALLENGES

Poor utilization of existing IT/digital solutionsnegatively impacts ROI and the expected

business results

Managing IT solutions can be difficult and

resource intensive

SOLUTION

Leverage interoperability with existing systemsand newer easy to use technologies to drive

utilization and culture change. EED/EEP,

touch panels, SmartPairing

BENEFIT

Faster and increasetechnology drives h



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Business Objective: Reduce costs



CHALLENGES

Assessing different IT strategies againstcustomer needs

Need to increase understanding in

manufacturing/production

SOLUTION

Leverage video to get SME more engaged inprocess, RPD/RPM give the flexibility to

provide video anywhere, anytime.

BENEFIT

Less waste in findin



46/62



Business Objective: Attract and retain new employees



CHALLENGES

Younger customers and employees are usedto video-centric platforms

Email/phone models for customer service are

too slow

SOLUTION

Add visual cues to existing processes, whichare very important for current generation.

Creating video call centers, and video kiosks.

BENEFIT

Enhanced customemore goodwill


G l C t di it l l d i i ti l id f i t


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Business Objective: Improve organizational performance



CHALLENGES

Need to increase productivity of currentbusiness workflows

Need to increase speed to market, or speed

to decision.

SOLUTION

Integrate the use of video into currentworkflows

Look for ways to improve workflows by using

video. Product QA by video, or better process

by leveraging SMEs on the fly.

BENEFIT

Faster, more accurproducts or service

IT Chief Information Officer Buyer Profile


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Challenges

Rapid Technology Change Big Data Impact (Business Analytics represent both an opportunity and a challenge)

Cloud Architectures, Virtualization & Datacenter strategies

Mobile Technology Implementations

Social Media Technology both Internal and External

Retaining High Quality IT Staff

Budget Justification: Managing Costs & Delivering a High Return on Investment

Driving Collaboration & Business Alignment across the organization to drive business results Consumerization(BYOD)

Outsourcing alternatives


Common Titles

CIO

Create digital value

Drive organizational-wideperformance improvement

via process innovation,

business model innovation,

management innovation, andcustomer experience throughgovernance of an information

strategy and execution plan.

Buyer Role

CIO: Approver

Buying Center

CIO OfficeProcurement Office


C-Level Executive

Job Responsibilities Define strategy for information and systems Ensure security of data Identify new ways that data and information can be

used to influence strategy or business results Ensure compliance with law Manage internal customers and drive adoption of

solutions Manage partner and IT provider relationships Business metrics for performance analysis

Goals/Priority Initiatives Relationships: Working with business leaders to

drive alignment to goals and business results Implement a systems and security strategy Create visible quick wins Deliver highly available systemsno outages Train high performing IT staff Help create competitive advantage Driving organizational and process

improvement


Do I really have a problem related

to my goals or challenges?

How critical is this problem or how

can I measure the problem?

How can I quantifiably assess how

changing will have impact?

What will I change?

Why am I going to drive change?

Who is currently impacted (my

internal or external customers)?


and different, including costs and

ROI?

Who are my advisors and what is

their opinion?

Is my chosen business partner

someone I can trust? Do other

people trust them?

How does this solution align with

my strategies around security,

systems, data, and rapid change?



implemented?



beta program?

Does my specific case align with

my financial plan and objectives?

Are the technical details of the

solut ion verified by third parties?



Marketing


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Business Objectives

W

R

R

R

Leading company-wide change in response to

evolving buying patterns

Positively shaping the companys public profile

Managing complexity, and building new marketing

capabilities (often digitally) throughout the company

as a whole

Lead corporate research programs

Marketing Business Applications

Goal: Make every customer touch point & experience with the


50/62



Goal: Make every customer touch-point & experience with the

brand consistent and positive.

CHALLENGES

Consumers are more knowledgeable aboutand comfortable with online research and

sales will make many companies change their

business models

Communicating changing customer needs to

the organization

Connecting with Product Management and

Engineering to develop new products

SOLUTION

External customer interaction can be bolsteredby holding more frequent feedback sessions

(aka focus groups) via video conferencing

Internal communications can be bolstered via

the use of collaboration solutions to drive the

voice of the customer into other organizations

BENEFIT

Increase awarenesconsideration by ke

Business Objective: Leading company-wide change in respons

evolving buying patterns


Goal: Make every customer touch point & experience with the


51/62





CHALLENGES

Increasing importance of third parties willforce businesses to enhance their awareness

of blogs, chat rooms, and other social-

networking media and to develop new

strategies

Responses and positions require integrationfrom separate organizations like marketing

(focused on customers) from corporate affairs

(addressing government officials), investor

relations (catering to financial analysts), andpublic relations (targeting the press).

SOLUTION

By connecting video to social networks,marketers can incorporate direct feedback to

social trends

By recording, streaming, and distributing video

corporate leadership can bette r communicate

with all stakeholders making their messagesclear by delivering them directly

BENEFIT

Increase awarenesconsideration by ke

Business Objective: Positively shaping the companys public p

(building brands, making advertising more effective)




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CHALLENGES

More countries, more customer segments,more media, and more distribution channels

An increased number of advertising and PR

agencies and to build new skills for creating

integrated messages

Data and analytics for marketing

SOLUTION

By ensuring a corporate wide collaborationsystem with enhanced data analytics, CMOs

can track training programs and participation

BENEFIT

An organized and istrategy

An aligned corpora

Increased ROI on c

on increased data a

Business Objective: Managing complexity, and building new ma

capabilities (often digitally) throughout the company as a whol




53/62





CHALLENGES

Digital data overload

Finding the right internal systems to deliver

real time data for integrated campaigns

SOLUTION

Ensuring that all systems, includingcommunications and collaboration systems,

can be integrated into the greater CMO/CIO

data strategy with reporting integration

BENEFIT

More effective mesprograms to identify

Business Objective: Lead corporate research programs

Marketing CMO Buyer Profile

Common Titles Job Responsibilities Goals/Priority Initiatives


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Challenges

Rapidly changing customer habits and behaviors in the digital age Insufficient budgets to achieve goals and priorities

Lack of support in the corporate culture to value the marketing discipline, especially when setting corporate

strategy Dataeither not enough of it or too much of it and different but what is it telling us?

Driving a customer-centric perspective through the entire organization Managing effective agency partnerships and vendors (most arent really that valuable CMOs dont think)


Common Titles

Chief Marketing Officer

Make every customer touch-

point & experience with thebrand consistent and

positive.

Buyer RoleVisionary

Buying Center

Marketing Department


E-staff member


Represent the voice of the market Be the champion of the overall experience Be the brand steward Capitalize on insights Be an integrator and force multiplier across the

company Lead and/or participate in setting corporate

strategy


Launch customer-centric products into market Generate leads for sales in the digital age and

working with the CIO and head of Sales Build and defend the corporate brand or

reputation Create the corporate identify (story) and

messaging Identify areas of opportunity for the firm


What are business plan objectives,

past marketing budgets, and

competitors' marketing

expenditures?

What is my marketing strategy to

achieve my goals? Are there

investments I must make to

achieve those?

Do I trust my sources for these

proposals?

Does this expenditure integrate into

other expenditures Im making?

What will the return on investment

be for this solution?

How will this impact my greater

budget mix?

What percentage of my marketing

budget should I spend on what?

How will I justify this with data and

reports?



Sales


55/62



Business Objectives

W

R

R

R

D

I

Reduce the sales cycle

Expand business with existing customers

Build trust with customers

Connect customers with product engineering

Improve productivity while on the go

Sales Business ApplicationsGoal: Meet our revenue and contribution commitments


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Business Objective: Reduce the sales cycle

Goal: Meet our revenue and contribution commitments

to the organization

CHALLENGES

Getting face time with customers to respondto objections and accelerate the buying

process

SOLUTION

Conduct virtual meetings using face-to-facecollaboration technologies:



regardless of the location of participants


Attendees can use any computer with a

webcam or a video-enabled mobile device tomeet face-to-face

Connect people both inside and outside thecompany

BENEFIT

Increase the freque

Bring in experts to a

and overcome obje

Enhance the relatio

become a trusted a

communication

Reduce time to rev



57/62



Business Objective: Expand business with existing customers

Goal: Meet our revenue and contribution commitments

to the organization

CHALLENGES

Difficulty getting access to critical/potentialstakeholders to identify new business

opportunities

SOLUTION

Create low-risk opportunities to meet virtuallywith other people in the customer company

using collaboration solutions:


webcam or a video-enabled mobile device to

meet face-to-face


company

BENEFIT

Increase frequencyengagement to ide

business



58/62



Business Objective: Build trust with customers

to the organization

CHALLENGES

Getting company experts in front ofcustomers

SOLUTION

Use collaboration solutions to instantly bringexperts into meetings whenever needed:


company




maximize the effectiveness of collaboration Enterprise-quality, secure connections are

safe for business communications

BENEFIT

Get customers the they need it

Demonstrate comp

expertise by linking

experts

Establish a positioncustomer



59/62


Business Objective: Connect customers with product engineer

credibility and nurture the innovation loop

to the organization

CHALLENGES

Scheduling difficulties Inconvenience of getting face time with

customers

SOLUTION

Conduct virtual meetings using face-to-facecollaboration technologies:



regardless of the location of participants




Connect people both inside and outside thecompany

BENEFIT

Bring in experts to btrust

Collect customer re

feed the innovation

that are a better fit f

superior to the com



60/62


Business Objective: Improve productivity while on the go

to the organization

CHALLENGES

Time and schedule disruptions due tomandatory training

SOLUTION

Provide remote access to training throughcollaboration solutions:

Deliver live training over video:

Partic ipants can join from anywhere using a

computer and webcam or video-enabled

mobile device

Connect from both inside or outside the

company

Integrated video and content sharing createsan effective t raining environment for remote

participants

Secure, enterprise-grade video connections

provide a high quality experience and

eliminate security concerns

Record training for on-demand playback

Track participation and completion with video

management solutions

BENEFIT

Reduce the total cotraining by eliminat

locations

Allow sales reps jo

devices or PCs so

customers before a

Provide on-demand

sales reps can part

in their schedule

Eliminate disruption

let sales reps spen

Sales Head of Worldwide Sales Buyer ProfileCommon Titles

VP S l


Achieve worldwide sales revenue targets


Meet or exceed the revenue targets agreed


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Challenges Getting face time with customers to respond to objections and accelerate the buying process Difficulty getting access to critical/potential stakeholders to identify new business opportunities

Getting company experts in front of customers

Scheduling difficulties Inconvenience of getting face time with customers

Time and schedule disruptions due to mandatory training


VP SalesGlobal Sales Director

Global Sales Manager

Buyer Role


Buying CenterIT


C-Level

Achieve worldwide sales revenue targets Determine split of responsibilities for sales

revenues across all regions

Control costs of sales teams operations Deliver optimum effectiveness of worldwide sales

team as measured by sales per employee onteam

Meet or exceed the revenue targets agreedwith the organisation

Operate within the budget limits agreed with

the organisation Be perceived as the most effective sales

operation in the industry, both within theorganisation and beyond


What problems do you think y our

solutions solves for a sales team?

How can this improve my teams

chances of exceeding their sales

targets?

Will this increase or decrease the

costs of running my sales teams?

Can you explain how your solution

helps to maintain better relations

with customers?

How does the solution affect our

ability to train the worldwide sales

force?

Who else is using this and what

issues have they experienced?

Who can we talk to from your

customer base who can tell us

about their use of video in

managing a worldwide sales force?

Do Polycom provide and proof of

concept type offers so that we can

try without large investments?

What information can you give me

to help justify the deployment of

these solutions to my finance and IT

colleagues?


Sales Sales Team Lead (Regional) Buyer ProfileCommon Titles

VP S l S l Di t

Job Responsibilities Achieve sales revenues targets for a specific region which

Goals/Priority Initiatives Meet or exceed the revenue targets


62/62


Challenges Getting face time with customers to respond to objections and accelerate the buying process Difficulty getting access to critical/potential stakeholders to identify new business opportunities

Getting company experts in front of customers

Scheduling difficulties Inconvenience of getting face time with customers

Time and schedule disruptions due to mandatory training


VP Sales, Sales Director,Sales manager

Buyer Role


Buying CenterIT


Senior manager in abusiness/corporate function

g p gis a subset of global sales

Control costs of local sales teams operations Deliver optimum effectiveness of sales team as measured

by sales per employee on team Provide accurate sales forecasts regularly to senior

management Meet with sales team regularly Meet with largest regional customers on a regular basis

Meet or exceed the revenue targets Operate within the budget limits agreed with the

organisation Be perceived as the most effective regional

sales operation with the organisation Demonstrate thought leadership in sales

management techniques to senior management Achieve increasingly more accurate

forecasting of revenues Understand and c ommunicate customer issues


What problems do your solutions

address which might be of interest

to me?

How do your solutions help in

making me and my team more

successful in t he organisation?

Will these solutions increase the

costs of operations for my team?

How could your solution help

reduce a sales cycle with our

largest customers?

Can your solution help in expanding

our business with existing

customers?

Are there solutions that can help us

with prospecting?

Tell me about how your solutions

help with sales t raining?

I need to talk to other customers

who have utili zed video in situations

such as mine so please provide

contact details?

I want to be able to try this before I

commit to it fully so can you help?

I need to be able to justify any costs

to my management so can you

provide the business case?


Documents

Business Applications and Buyer Profiles Guide Enus