The Sales Cycle is dead, welcome to the Buyer's Journey. Selling Cloud Services means aligning with the Buyer Journey and creating compelling value propositions that will move the buyer to action. Success in sales requires anticipating and eliminating multiple barriers to sales that exist along the Buyer’s Journey. Selling services means mastering the art of ‘communicating the invisible’ and describing the benefits of your services in terms of the problems that they solve for your customers.
33. Go-To-Market Mapping by Solution
Partnership Channel Structure Services Providers Residential & Enterprise
Profiles Customers
OEMs
TEMs
T1 MNC
Strategic Alliances System Integrators & ENT
T2
Network Integrators
SI&NI /Geographic
T3 SME
T1 Partners
Partnerships
VSP SOHO/SMB
Direct Sales / BCS Residential
Smaller SPs & ASPs
MyCall® Telephony & Video TEMs: NIs: Service Providers Types: Customer Segmentation:
Nokia Telindus Incumbents MNC: multiple Int’l sites
Alcatel Getronics Tier 1 Operators ENT: 500+ ext
MyCall® Media Sonus PABX Installers Alternate Operators: SME: 20-500 ext
Siemens Local NIs Tier 2/3 Retail: 10-20 ext
MyCall® Triple Play Nortel T1 Partners: ISPs SOHO/SMB: 2 -10 ext
Huawei HP VSPs, VNOs Residential
Ericsson IBM Mobile Operators
Secured IP Trunking & VPN
IPCentrex™ Telephony & Video
SIs: BEA MVNO. MVNE
Logica/CMG ASP (W/S): ASP
IPCentrex™ Telephony & Video T-Systems Private Label
Atos/Origin Influencers:
Contact Center & IVR
Capgemini BEA
Accenture Microsoft
HP / IBM Oracle
Local /Global SIs Intel
Local SIs Industry A’lysts
Office 365 Airlift, London, UK. 12th & 14th April 2011
34. Learning preferences
by Channels of Choice
Never looks at Visits web-site Qualifies Self-
web-site, wants briefly, then Online but Guided
face-2-face calls to Qualify Calls to Online
meeting Close Sales
Web- Web-
Agnostic Centric
Uses Web Site Qualifies Chats
to find Online but Online
Contact takes to Close
Information Face2Face Deal
to Close
52. 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
53. Why is Customer Experience critical?
Retention 50%
Sales
How do you create a great Customer Experience?
54. Innovation, new ideas
and trial and error
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