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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.
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Leverage Microsoft’s position
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Office 365 is the
BIG opportunity
Lead the way forward
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©2009 SalesChannel Europe. All rights reserved
SalesChannel Europe
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It’s all about leading….
Rethink your business
…and enable all sales channels
…and get a handle
on the key levers
http://www.flickr.com/photos/linneberg/5371017956/
Find 3 Take Aways
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3 Drivers of Sales
Transformation
Implications of the Buyer’s Journey 2
The Buyer’s Decision Making Process 3
Implications of Selling Cloud Services 1
1. Product vs solution selling
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Office 365 Airlift, London, UK. 12th - 14th April 2011
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Product or solution?
Or usage scenario?
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2. Communicate the invisible
3. Use Partners to augment
the customer experience
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SOHO/SMB
Customer
Sales Activation
Eco-system Migration
Service Business Process
Migration
Training
Consulting &
Advice Support
Sales
Partner Channel
SOHO/SMB
Customer SOHO/SMB
Customer
Syndication
Partner
Trusted Advisors
The Buyer’s Decision Making Process 3
Implications of Selling Cloud Services 1
Implications of the Buyer’s Journey 2
1. Selling vs Buying
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Search
Find
Qualify
Try
Buy
Activate
Manage
Up-sell
Support
Refer
Remember the Buyer’s Journey
Josh Bernoff & Charlene Li
Josh Bernoff & Ted Schadler
Tipping the funnel
Influence is spread
through social media
Target tomorrow’s customers
Capture their attention
Office 365 Airlift, London, UK. 12th - 14th April 2011 27
Eliminating barriers to success
AND thinking
Office 365 Airlift, London, UK. 12th - 14th April 2011 www.flickr.com/photos/artwithrays/3919906312
AND execution
Office 365 Airlift, London, UK. 12th - 14th April 2011 www.flickr.com/photos/turbotoddi/2932650574
Avoid ‘Hole-in-one’ thinking
Co-creation thinking
SOHO & SMB Online Channel
Telesales Partners
Midmarket Online & Partners
Enterprise Direct & Partners
2. Manage multiple touch
points/multiple channels
Office 365 Airlift, London, UK. 12th & 14th April 2011
Go-To-Market Mapping by Solution
Smaller SPs & ASPs
T1
Services Providers
T3
T2
Residential
SOHO/SMB
SME
Residential & Enterprise
Customers
ENT
MNC
VSP
Partnership
Profiles
Strategic Alliances
OEMs
Channel Structure
SI&NI /Geographic
Partnerships
Direct Sales / BCS
TEMs
System Integrators &
Network Integrators
T1 Partners
IPCentrex™ Telephony & Video
MyCall® Telephony & Video
MyCall® Media
MyCall® Triple Play
Contact Center & IVR
Secured IP Trunking & VPN
IPCentrex™ Telephony & Video
NIs: Telindus
Getronics
PABX Installers
Local NIs
T1 Partners: HP
IBM
BEA
ASP (W/S): Private Label
Influencers: BEA
Microsoft
Oracle
Intel
Industry A’lysts
Service Providers Types:
Incumbents
Tier 1 Operators
Alternate Operators:
Tier 2/3
ISPs
VSPs, VNOs
Mobile Operators
MVNO. MVNE
ASP
Customer Segmentation:
MNC: multiple Int’l sites
ENT: 500+ ext
SME: 20-500 ext
Retail: 10-20 ext
SOHO/SMB: 2 -10 ext
Residential
TEMs: Nokia
Alcatel
Sonus
Siemens
Nortel
Huawei
Ericsson
SIs: Logica/CMG
T-Systems
Atos/Origin
Capgemini
Accenture
HP / IBM
Local /Global SIs
Local SIs
Web-
Centric
Web-
Agnostic
Self-Guided Online Sales
Chats Online
to Close Deal
Qualifies Online but
Calls to Close
Qualifies Online but
takes Face2Face to Close
Never looks at web-site, wants
face-2-face meeting
Uses Web Site to find
Contact Information
Visits web-site briefly, then
calls to Qualify
Learning preferences
by Channels of Choice
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Buyer’s Journey or
Channel of Choice?
Create a compelling Value Proposition
Product Service Experience Customer
3. Keep it simple
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Implications of the Buyer’s Journey 2
The Buyer’s Decision Making Process 3
Implications of Selling Cloud Services 1
1. B2B vs B2C. Who is
the Decision Maker?
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Understand how they decide
SalesChannel Europe ©2010 All rights reserved
Buyer Personas
Target different buyer personas
MIT GSM Experiment
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2. Channels of Choice
Office 365 Airlift, London, UK. 12th - 14th April 2011
Let them choose
3. Help them to self-qualify
Office 365 Airlift, London, UK. 12th - 14th April 2011
SPAM: (R = 0) Persona-Based Website
Office 365 Airlift, London, UK. 12th - 14th April 2011
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Persona-Based Website
Implications of the Buyer’s Journey 2
The Buyer’s Decision Making Process 3
Implications of Selling Cloud Services 1
Key Take Away:
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Sales Centric thinking
Customer Experience
The E2E
Office 365 Airlift, London, UK. 12th - 14th April 2011
Customer Experience Map
Phases
WOW
Enjoyable
Functional
Uneventful
Missed it
Never Again
Feelings
“I Love it”
“I like it”
“Works for me”
“OK”
“I Don’t Like it”
“I hate it”
Memory
High
Mid
Low
None
Mid
High
Impact on Loyalty
Share with Many
Share with few
Neutral
Decrease
66% decrease
100% Loss
Why is Customer Experience critical?
How do you create a great Customer Experience?
Retention 50%
Sales
Innovation, new ideas
and trial and error
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Be available for the customer
Surpass their expectations
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success Takes time
Failure comes early
Office 365 Airlift, London, UK. 12th - 14th April 2011
Get it right
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Office 365 Airlift, London, UK. 12th - 14th April 2011 www.flickr.com/photos/horacio/3781750
Office 365 Airlift, London, UK. 12th - 14th April 2011 www.flickr.com/photos/horacio/3781750