CustomerEngagement
Jim FirestonePresident, Xerox North America
Looking Through the Eyes of Our Customers
Small / Medium BusinessesGraphic Communications
Central ReproductionDepartments
Large Enterprises
$102B
Production$8B
Office$60B
Services$17B
Customer Relationships are Key to Delivering Growth
LargeEnterprises
$40B
GraphicCommunications
$24B
Small / MediumBusinesses
$38B
Eligible Offset$17B
2003Source: Xerox Internal Analysis
The Large Enterprise Opportunity
Large EnterprisesGlobal and national accountsPublic and private sectorMajor vertical markets
FinancialHealthcareManufacturingOthers
Large Enterprise – Evolution of Requirements
Deliver industry leading output devices
Hardware cost and feature/function
Enterprise document spendAffordable color Output infrastructure cost
Optimize output infrastructure and affordable color
Workflow efficiencyUtilization of scanning function
Manage documents/ records by fully exploiting technology
Maximum returnProcess effectiveness
Re-engineer workflow/ business process
Business Partner
Valu
e Add
/ ROI
VendorFuturePast
Meeting the Needs of the Large Enterprises
$40BEligible Offset $1B
“Smarter document management to improveenterprise ROI.”
Unrivaled technology platforms and “Smart” document expertiseUnmatched, integrated hardware, software and services
Broadest digital portfolio with modular and open architectureLeading document solutions
Integrated account managementXerox Lean Six Sigma
Source: Xerox Internal Analysis
Services $16B
Production $3B
Office $20B
80% - Facilities management of $1 million+30% - Professional services billings of $100k+
Large Enterprises
Large Enterprise
…maximizes share of wallet
XeroxChannels Partners Customers
Integrated Account Management
Direct:Sales TeleWeb
Indirect:AgentsConcessionaires
EDS
Microsoft
Accenture
Others
CFO / CIOBusiness process ownersPurchasing
Single integrated account management team…
Large Enterprise Customer Success – Honeywell
Optimize Output InfrastructureApply ODA / Six Sigma tools to reduce assetsStandardize on Xerox print platformInstall global fleet of networked MFD’s
Web Based Document ManagementDocuShare as document management toolRepository for “Contract Life Cycle” management process
Honeywell Aerospace (NA): Turnkey project to manage entire tech pub production and distribution process
Electronic repository for print on demandReduce warehouse and inventory costAnnual multi-million dollar savings
The Graphic Communications Opportunity
Graphic Communications
Central ReproductionDepartments
Commercial printers
Quick print services
Service bureaus
Corporate central reproduction departments (CRDs)
Major Trends Driving Digital Printing
Turnaround Times are Getting Tighter!Run Lengths are Getting Shorter!
“Over 40% of printers cite shorter run lengths.”
“55% of printers cite turnaround pressure.”
Source: NAPL Source: NAPL
“Enabled 28% price premium.”
Color Pages are Growing!Variable Content is Growing!
“Industry production colorpages growing 35%” ’03 – ‘08
Source: Internal Xerox DataSource: InfoTrends / CAP Ventures - June 04
The NAPL 2002 – 2003 State of the Industry Report, National Association for Printing Leadership, Paramus, N.J.
Graphic Communications – Evolution of Requirements
Incidental short-run digital printing
Equipment entry price andrunning cost
Database management, workflow, business developmentOverall running cost
Mainstream print-on-demand
Past Future
Valu
e Add
/ ROI
Electronic workflows, linking complex jobs from start to finish Profit per job
Full personal communication and fulfillment capability
BusinessDevelopment
Partner
Meeting the Needs of Graphic Communications
$24B
EligibleOffset$15B
Production$3B
Office$6B
“Creating new business growth and improving ROI.”
Industry leading digital print and workflow platforms
Unmatched, integrated hardware, software and servicesIndustry leading digital portfolio
FreeFlow
Business development programs
Digital print expertise
Awareness with commercial printers up 16 pts from 27% in 2003 to 43% in 2004Graphic
CommunicationsSource: Xerox Internal Analysis
Graphic Communications
XeroxChannels
Direct:SalesTigersSpecialists
Creo
Ennovation
European premier partners
Commercial printers
Quick print services
Service bureaus
Corporate CRDs
Partners Customers
Most experienced digital sales force and business development support…
…to drive market expansion
Graphic Communications – PIXI* Award Winners
Sandy Alexander Sandy Alexander PromotionPromotion
TBC Color ImagingTeterboro, New Jersey
The Dance Company PromotionThe Dance Company PromotionHume ImagingToronto, Canada
Short RunDigital Color
*Printing Innovations With Xerox ImagingShowcasing customers who excel in the New Business of Printing®
Digital Books,Manuals,Magazines
Variable Data / 1:1 Marketing
CommunicationsThrough The Eyes of the EagleThrough The Eyes of the EagleCopy GeneralCorporationSterling, Virginia
The Small / Medium Business Opportunity
Small / Medium BusinessesLess than 500 employees
Law firms
Real estate
Churches
Local business
Small / Medium Business – Evolution of Requirements
Speed
MFDs / Printers
Media flexibility
Cost competitiveequipment
Expanded functionalityOutput infrastructure
Color
Network support
Software functionality
Workflow efficiencyPaper to digital conversion
Business process outsourcing
Records management
Simple Advanced
Valu
e Add
/ ROI
Meeting the Needs of Small / Medium Businesses
Office$34B
$38B “Affordable products that enhance productivity”
Strong Xerox brand synonymous with reliabilityBroad range of printers / MFD’s at competitive price points Superior color, solid ink and controller technologiesExpanding network of channels
Production /Eligible Offset
$3B
Services $1B
Strong Xerox Install growth – Q3 2004 YTDSegment 1 (11-20) ppm: +46%Color laser printers: +47%Mono laser printers: +43%Small / Medium
BusinessesSource: Xerox Internal Analysis
Small / Medium Businesses
XeroxChannels
Indirect:N.A. agentsEuropean concessionaires
DirectTelewebSpecialists
Small and mediumSimple and advanced
Partners Customers
Resellers / Value-added ResellersOEM
Expanding distribution…
… to reach more customers
In Summary…
Market creationLeading technology and business development tools
Graphic Communications
Greater share of decisionsBreadth of competitive offerings through expanded channels
Small / Medium Businesses
…customer engagement strategy will deliver growth
Services led, integrated account management and service
Large Enterprises
Increase share of document wallet
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