The Cloud changes everything. What made you successful in the past will not make you successful in the future. The Cloud changes everything in the GTM model - the value proposition, price points and the decision maker are all different. Things have moved on, the world has change and you had better change to! The key to success: "Change before you have to change."
20. “It is not the
strongest of the
species that survive,
nor the most
intelligent, but the
one most adaptable
to change.”
Charles Darwin
12 February 1809 – 19 April 1882
46. Start with the Buyer’s Journey
Search
Refer Find
Support How do you Qualify
differentiate
at each point of
the customer’s Try
Up-sell
journey?
Manage Buy
Activate
47. No.1 barrier to success
www.flickr.com/photos/myklroventine/480909595
48. Fear of Change
“People are not afraid of change.
They fear the unknown.”
- Dick Brown, CEO of EDS
www.flickr.com/photos/n
nova/2841741385
55. “I am the world's worst
salesman, therefore I
must make it easy for
customers to buy.”
F. W. Woolworth
April 13, 1852 – April 8, 1919
56. Customer Experience Map
Phases Feelings Memory Impact on Loyalty
WOW “I Love it” High Share with Many
Enjoyable “I like it” Mid Share with few
Functional “Works for me” Low Neutral
Uneventful “OK” None Decrease
Missed it “I Don’t Like it” Mid 66% decrease
Never Again “I hate it” High 100% Loss
Office 365 Airlift, London, UK. 12th - 14th April 2011
57. Why is Customer Experience critical?
Retention 50%
Sales
How do you create a great Customer Experience?