ChannelCon: Can Xerox Set Managed Print Services Standard?

Written by Joe Panettieri 1
July 24, 2013

Xerox VP Toni Clayton-Hine could play a key role in the company's managed print services (MPS) push. She'll be at CompTIA ChannelCon. Will PagePack and eConcierge get a lift?

I have a confession: It drives me crazy when major printer companies announce managed print services (MPS) customer wins — but often don't bother to mention channel partners involved in the deals. Who can change that situation? One potential answer is Toni Clayton-Hine, Xerox's (XRX) VP, global marketing & value proposition, channel partner operations. Here's why.

Clayton-Hine is set to attend CompTIA's ChannelCon (formerly Breakaway) next week in Orlando, Fla. A veteran of CRN, IPED and CA Technologies, Clayton-Hine has been in and around the channel since around 1990. She joined Xerox in April 2013, and you can bet the printer company is getting ready to up its MPS game.

Milestones So Far

To Xerox's credit, the company already offers a successful managed print services partner program — called PagePack. A somewhat related effort, called Xerox eConcierge, offers additional automation upside for partners and customers. The company also has talented channel program leaders — including Value Channel Marketing Director Tom Gall.

For the fourth consecutive year, IDC has named Xerox a leader in the managed print market. But here's the problem for Xerox and many of its rivals: I think there's often a disconnect between three leadership teams: Channel executives, marketing executives and the C-suite.

Over and over again, I receive press releases and communications from printer companies bragging about their managed print services businesses. And far too often, the communications highlight direct sales engagements with no channel partners involved. It's as if marketing, PR and the executive suite don't realize direct sales messaging will ultimately alienate channel partners.

True Channel Victories

Going forward, I'd like to hear and see the following stats from printer companies:

1. Partner Engagement:

How many channel partners are really engaged with your managed print services partner program?
Let's start by identifying how many MSPs have at least 100 printers under management, using your MPS program.

2. Total Ecosystem:

When you add up all the MSPs in your partner program, how many end-customer printers do they have under management?
How much is that figure growing each quarter?

3. Partner Onboarding:

How many MSPs are new to the partner program each quarter, and how many stick around and actually generate real recurring revenues?

The Bottom Line

Most printer companies have MPS partner programs. Many of those programs are reasonably successful. But if I had to create a short-list of market leaders, I believe Xerox PagePack may be among the best-known brands in the channel.

Now, add Clayton-Hine to the conversation and the sitution gets very interesting. I suspect Xerox is getting ready to up its game. And as part of that effort, I hope the company — and its rivals — start to share more meaningful statistics about their MPS channel momentum.

Magic quadrant-type honors are nice. But quantifiable MSP wins are far more valuable…