Contenu connexe Similaire à PlumChoice: The New Cardinal Rules of IoT Adoption (20) PlumChoice: The New Cardinal Rules of IoT Adoption1. The Cardinal Rules
of IoT Adoption
Four Practical Practices that Underpin the Success
of Connected Home Products & Solutions
NEW
3. Housekeeping items
Introduction
Fireside chat
Four Cardinal Rules of IoT Adoption
Summary
Q&A
Agenda
4. Housekeeping
Format for today’s webinar
Opportunities to ask questions
Audience surveys
Webinar recording
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6. Overview
B2B2C, White-Label Model –
providing embedded home
automation software, cloud
services, mobile application
development, data analytics and
hardware reference designs
Experts in wireless mesh networks,
full service technology platforms,
protocol and device agnostic
Zonoff is a leading Consumer IoT Technology and Services Platform
Key Verticals: Retail, CE-OEM,
Service Provider, Home
Construction, Insurance
HQ in Malvern, PA with satellite
offices in Seattle, San Francisco
and Germany
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.6
7. Home Automation & Smart Security Platform
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.7
Solutions
Ecosystem
Add-on
Services
PaaS
Third-Party
Devices
White Label Turn-Key Co-Branded Q116
Home Automation Software
Smart
home
hub
End
Point
Devices
Wiring
Panels
Security
Panel
Cable
Box
New
Cloud Services
Mobile Apps
Home Automation Home Security
Analytics and Data Services (Q116)
Security Sensors Lighting Energy Entry/Exit Home Audio Wearables
Video Store/Retrieve Professional Monitoring
Home Repair/Improvement
(2016)
8. Poll Question 1
How many smart or
connected devices do
you have in your home?
(Select one answer)
a. 1-3
b. 3-5
c. 5-7
d. 7-10
e. 10+
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15. Traditional selling models need not apply
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.16
Image Source: Hampton’s Appliances, New York, 1947, earlytelevision.org
16. New selling models put customers’ needs first
17
Omni-channel purchase options put the customer in control and
address needs of diverse personal technology environments.
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
18. Personal Technology Envelopes
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.19
TABLET
ROUTER
PRINTER
SMART PHONE
UNIVERSAL
REMOTE
CONTROL
Source: PlumChoice 2015
19. Personal Technology Envelopes
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.20
CAMERA
SECURITY
SENSOR
THERMOSTAT
WATER
SENSOR
SMOKE DETECTOR
TABLET
ROUTER
PRINTER
APPLIANCES
SMART PHONE
UNIVERSAL
REMOTE
CONTROL
Source: PlumChoice 2015
20. Personal Technology Envelopes
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.21
FITNESS
WEARABLE
SHIRT
CAMERA
SECURITY
SENSOR
THERMOSTAT
WATER
SENSOR
SMOKE DETECTOR
TABLET
ROUTER
PRINTER
APPLIANCES
SMART PHONE
UNIVERSAL
REMOTE
CONTROL
GLUCOMETER AUTO
CROCKPOT
WATCHLIGHT
MUSIC
SYSTEM
ACCELEROMETER
LOCK
HEART
MONITOR
Source: PlumChoice 2015
21. Personal Technology Envelopes
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.22
FITNESS
WEARABLE
SHIRT
CAMERA
SECURITY
SENSOR
THERMOSTAT
WATER
SENSOR
SMOKE DETECTOR
TABLET
ROUTER
PRINTER
APPLIANCES
SMART PHONE
UNIVERSAL
REMOTE
CONTROL
GLUCOMETER AUTO
CROCKPOT
WATCHLIGHT
MUSIC
SYSTEM
ACCELEROMETER
LOCK
HEART
MONITOR
Source: PlumChoice 2015
22. Personal Technology Envelopes
23 © PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
FITNESS
WEARABLE
SHIRT
CAMERA
SECURITY
SENSOR
THERMOSTAT
WATER
SENSOR
SMOKE DETECTOR
TABLET
ROUTER
PRINTER
APPLIANCES
SMART PHONE
UNIVERSAL
REMOTE
CONTROL
GLUCOMETER AUTO
CROCKPOT
WATCHLIGHT
MUSIC
SYSTEM
ACCELEROMETER
LOCK
HEART
MONITOR
24. Poll Question 2
What are the biggest risks
to your IoT revenue growth?
(Select all that apply)
a) Sales conversion
b) NFFR
c) Brand/product differentiation
d) Time to market
e) Multi-vendor technology
environment
27. Services
Internet of Services stack
1. Specialty Devices
2. Connectivity - Fog
Source: PlumChoice 2014
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.29
28. Services
Internet of Services stack
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
Source: PlumChoice 2014
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.30
29. Services
Internet of Services stack
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
Source: PlumChoice 2014
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.31
30. Services
Internet of Services stack
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
5. Point Control Apps
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.32 Source: PlumChoice 2014
31. Services
Internet of Services stack
6. Aggregator Solutions
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
5. Point Control Apps
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.33 Source: PlumChoice 2014
32. Services
Internet of Services stack
6. Aggregator Solutions
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
7. Cloud/SaaS
5. Point Control Apps
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.34 Source: PlumChoice 2014
33. Services
Internet of Services stack
6. Aggregator Solutions
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
7. Cloud/SaaS
5. Point Control Apps
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
RETAILERS
35 Source: PlumChoice 2014
34. Services
DATA
Internet of Services stack
6. Aggregator Solutions
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
7. Cloud/SaaS
5. Point Control Apps
RETAILERS
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.36 Source: PlumChoice 2014
35. Services
DATA
Internet of Services stack
6. Aggregator Solutions
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
7. Cloud/SaaS
5. Point Control Apps
RETAILERS
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
SECURITY
37 Source: PlumChoice 2014
36. ServicesSECURITY
DATA
6. Aggregator Solutions
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
7. Cloud/SaaS
5. Point Control Apps
RETAILERS
Source: PlumChoice 2014
Internet of Services stack
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
Service complexity compounds as we move up
the stack and/or add more devices
38
37. ServicesSECURITY
DATA
6. Aggregator Solutions
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
7. Cloud/SaaS
5. Point Control Apps
RETAILERS
Internet of Services stack
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
Service complexity compounds as we move up
the stack and/or add more devices
Services
39
Source: PlumChoice 2014
38. ServicesSECURITY
DATA
6. Aggregator Solutions
4. Control Devices
1. Specialty Devices
3. Connectivity - Cloud
2. Connectivity - Fog
7. Cloud/SaaS
5. Point Control Apps
RETAILERS
Internet of Services
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
Service complexity compounds as we move up
the stack and/or add more devices
Services
40
Source: PlumChoice 2014
40. Create and protect revenue:
Lifecycle support services
42 © PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
REMEDIATION
and/or USAGE
SUPPORT
INTERCONNECTION INSTALLATION
& ACTIVATION
CONSIDERATION SELECTIONAWARENESS
BUYER
INCREASED
UTILITY
CUSTOMER
PURCHASE
BUYER CUSTOMER LIFECYCLE EXPERIENCE
41. Apps downloads are promising, but sales do not take place
When sales convert: less than desirable ARPU/Size of Basket
Poor customer experience
Pain point:
Pre-Purchase/Pre-Sales
43
CUSTOMER
PURCHASE
REMEDIATION
and/or USAGE
SUPPORT
INTERCONNECTION INSTALLATION
& ACTIVATION
CONSIDERATION
AWARENESS
INCREASED
UTILITY
BUYER
Too many choices; complexity
Confusion
Negative emotion
NOSUPPORT
BrandEnd user
SELECTION
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
42. Apps downloads are promising, but sales do not take place
When sales convert: less than desirable ARPU/Size of Basket
Poor customer experience
Pain point mitigated:
Pre-Purchase/Pre-Sales
44
CUSTOMER
PURCHASE
REMEDIATION
and/or USAGE
SUPPORT
INTERCONNECTION INSTALLATION
& ACTIVATION
CONSIDERATION
AWARENESS
INCREASED
UTILITY
BUYER
Too many choices; complexity
Confusion
Negative emotion
NOSUPPORT
BrandEnd user
SELECTION
NOSUPPORTSUPPORT
Differentiate and create preference
Accelerate purchase decision
Create baskets: convert to sale
Increase ARPU/Size of Basket
Establish a positive customer experience
Simplicity
Confidence
Positive emotion
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
43. 45 © PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
BUYER CUSTOMER JOURNEY
REMEDIATION
and/or USAGE
SUPPORT
INTERCONNECTION INSTALLATION
& ACTIVATION
CONSIDERATION SELECTIONAWARENESS
INCREASED
UTILITY
CUSTOMER
PURCHASE
Don’t lose the sale after the sale:
Lifecycle support services
44. Pain point mitigated:
Integration as part of Installation & Activation
46
NOSUPPORTSUPPORT
BrandEnd user
REMEDIATION
and/or USAGE
SUPPORT
INTERCONNECTION
CONSIDERATION SELECTIONAWARENESS
INCREASED
UTILITY
PURCHASE
CUSTOMER
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
NFFR
Low adoption rates
Poor customer experience
Negative brand association
Frustration
Unrealized value
Working without a net
INSTALLATION
& ACTIVATIONINTERCONNECTION
45. Pain point mitigated:
Integration as part of Installation & Activation
47
Reduce returns
Increase adoption
Build positive customer relationships
Increase perceived value
Simplified process
Confidence
Time to Value
Brand has my back
NOSUPPORTSUPPORT
BrandEnd user
REMEDIATION
and/or USAGE
SUPPORT
INTERCONNECTION
CONSIDERATION SELECTIONAWARENESS
INCREASED
UTILITY
PURCHASE
CUSTOMER
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
NFFR
Low adoption rates
Poor customer experience
Negative brand association
Frustration
Unrealized value
Working without a net
INSTALLATION
& ACTIVATIONINTERCONNECTION
46. Pain point:
Ongoing/Advanced Usage Support
48
NOSUPPORT
BrandEnd user
REMEDIATION and/or
USAGE SUPPORT INSTALLATION
& ACTIVATION
CONSIDERATION SELECTIONAWARENESS
CUSTOMER
PURCHASE
INTERCONNECTION
INCREASED
UTILITY
CUSTOMER
NOSUPPORTSUPPORT
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
Falling short of customer expectations
Limiting value exchange
Minimizing lifetime value
Lack of influence on customer experience
Limited use of technology value
Don’t know who to turn to
Frustration with interoperability
47. Pain point mitigated:
Ongoing/Advanced Usage Support
49
NOSUPPORT
BrandEnd user
REMEDIATION and/or
USAGE SUPPORT INSTALLATION
& ACTIVATION
CONSIDERATION SELECTIONAWARENESS
CUSTOMER
PURCHASE
INTERCONNECTION
INCREASED
UTILITY
CUSTOMER
Meet and exceed customer expectations
Provide ongoing value exchange that nurtures habituation
Increased perceived value and lifetime value
Deepen customer relationships
Ongoing value
Brand has my back
My technology works as I
expect it to
NOSUPPORTSUPPORT
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
Falling short of customer expectations
Limiting value exchange
Minimizing lifetime value
Lack of influence on customer experience
Limited use of technology value
Don’t know who to turn to
Frustration with interoperability
48. Limited lifetime value
Missed revenue opportunity
Missed share-of-mind
Pain point:
Additional purchases
50
New technology needs
Complexity and compatibility
questions
Lack of insight to outdated or
less-than-optimal technology
NOSUPPORT
BrandEnd user
REMEDIATION and/or
USAGE SUPPORT INTERCONNECTION INSTALLATION
& ACTIVATION
CONSIDERATION SELECTIONAWARENESS
INCREASED
UTILITY
PURCHASE
UPSELL/CROSS-SELL
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
49. Limited lifetime value
Missed revenue opportunity
Missed share-of-mind
Pain point mitigated:
Upsell/Cross-sell
51
Increase perceived value
Broader/deeper customer relationships
Increase revenue
Greater lifetime value
Brand has my back
Confidence in Personal
Technology Envelope
Brand met or exceeded my
expectations
NOSUPPORTSUPPORT
BrandEnd user
REMEDIATION and/or
USAGE SUPPORT INTERCONNECTION INSTALLATION
& ACTIVATION
CONSIDERATION SELECTIONAWARENESS
INCREASED
UTILITY
PURCHASE
UPSELL/CROSS-SELL
© PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
New technology needs
Complexity and compatibility
questions
Lack of insight to outdated or
less-than-optimal technology
50. The Cardinal Rules of IoT Adoption
1. Reduce confusion and uncertainty in the buying process:
Evolve your sales model to include expert, easy-to-access,
pre-sales technical guidance
2. Minimize risk of returns: Expand installation services to guide
customers beyond the threshold of initial use
3. Enable adoption through better customer experience:
Transform your support paradigm – help customers be
successful with your product or solution as part of their
existing tech environment
4. Expand Lifetime Value with a services wrapper: Wrap
support services around your customer (not your product)
for ongoing value exchange
NEW
51. Ground Zero: Pinpoint your pain point in the purchase process.
Bringing a new product to market? Plan to support pre-purchase in addition to
installation, onboarding and activation.
Next Steps:
1. Establish desired customer experience
2. Determine target outcomes
3. Assess execution models: benefits and downsides of changing existing
resources (eg, contact center) and a specialized team
4. If specialized, identify pros and cons to internal and outsourced models
Next Steps
5353 © PLUMCHOICE, INC. 2015. ALL RIGHTS RESERVED.
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53. The New Cardinal Rules of IoT Adoption
Peter Gerstberger
Vice President and General Manager
Zonoff, Inc.
pgerstberger@zonoff.com
www.linkedin.com/in/gerstberger
Karen McPhillips
Vice President, Marketing
PlumChoice, Inc.
kmcphillips@plumchoice.com
www.linkedin.com/in/kmcphillips
For more information please contact the
presenters, email sales@plumchoice.com or
visit us at www.plumchoice.com
THANK YOU
54. Convenience, control, and simplicity:
The promise of the IoT.
Deliver on that promise with
Specialized Technical
Support Services.