The document outlines the creation and development of Citrix's Global Demand Center. It describes how the center was established to centralize and standardize demand generation processes worldwide to improve efficiency and scale. It details how the author assessed existing models and built business cases to obtain buy-in. A hybrid staffing model was selected where some employees are Citrix staff and others are contracted. The center leverages technology and tools to manage campaign lifecycles from planning to reporting. The key takeaways are deciding on a governance model, developing business cases, treating it as an internal business, establishing a services catalog, and selecting an appropriate staffing model.
“Trained & Trusted”
Specific business processes
Company-wide Service Catalog
One Service Network that offers all required services
One Service Catalog that describes all available services including SLAs, engagement models & available providers
Overall strategy for services & providers to optimize the overall availability and performance of the most required services
Services defined as “components” that regional teams can combine into effective local marketing initiatives
Individual teams at “Corporate” offer specific service packages
SLAs, engagement models, descriptions differ or N/A
Often packages cannot compete against local agency SLA
These packages are “AS IS”, creativity & experience of regional teams not leveraged
“Corporate” provides no services at all
Regions are “on their own” to build everything from scratch
Regions leverage local agencies for everything
Shift focus to outcome (Demand Gen) rather than turnaround..
Skillset offload from regions, allow them to focus on regional marketing