Page,> I don't see training revenue as NetApp's Page,> major benefit from customer training; Hitz's response and mine crossed yesterday, but we were consistent on this point...

Also, it seems like NA could reduce the cost of the class by holding classes in Santa Clara instead of shipping NetApps and trainers around the country.

Most of our classes are at our corporate office. We hold field classes when/where we get customer requests. It is more expensive for NetApp, but as long as we have a minimum # of students, we can strike a balance of our costs and the savings for the customers (and the benefits of offering training to customers who will not come to California). The most cost effective training route in the field is by taking advantage of the multiple student discount, (new as of about Dec.) the web registration discount and the multiple class discount. It's pretty cost effective. We also offer classes at customer sites (minimum # of students required), which many customers are choosing.

Ruth...

-----Original Message----- From: Jay Soffian [mailto:jay@cimedia.com] Sent: Thursday, April 22, 1999 9:16 PM To: ruth.page@netapp.com Cc: mds@gbnet.net; beepy@netapp.com; toasters@mathworks.com Subject: RE: Y2K: Any one rolled a filer forward & backwards? (&courses)

"Page," == Page, Ruth ruth.page@netapp.com writes:

Page,> I don't see training revenue as NetApp's major benefit from Page,> customer training; rather (I see the benefit as) the Page,> customers' increased proficiency with the product. Page,> Residual benefits include fewer calls to TS, the likelihood Page,> of more purchases and referrals (result of customer Page,> satisfaction) and more face time with the customer for Page,> feedback/input.

We just had this argument with our NA salesperson.

If NetApp really believes this, why do they charge so much for the training courses? Why not include a coupon with each NetApp sold that is good toward one training class? Don't want to give a class away? The value of the coupon could be based on the cost of the filer purchased. NA should at least offer the course at something close to cost. Afterall, it benefits NA as much as it benefits the customer, as you just said.

Also, it seems like NA could reduce the cost of the class by holding classes in Santa Clara instead of shipping NetApps and trainers around the country. Half the people that attended the class here in Atlanta recently had to fly in anyway, so it doesn't appear you are saving the customer much money by holding regional classes.

j. -- Jay Soffian jay@cimedia.com UNIX Systems Administrator 404.572.1941 Cox Interactive Media