A customer-centric legal model for cloud based businesses

transcript

Jennie Vickers�ZeopardLaw �

��

@jennievickers �

Zeopard.com

A Customer Experience Perspective on Putting your Customer at the heart of your Cloud Computing Strategy and then

understanding the legal issues�

Zeopard.com @JennieVickers

�JENNIE VICKERS�

Zeopard.com

Zeopard.com @jennievickers

�8 REASONS FOR YOUR BUSINESS TO USE THE CLOUD ��

An example of cloud provider rationale for going into the Cloud�

SUPPLIER!CLOUD!

�PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY �

Our view is that clarity �is only possible if you put your own customer

at the heart of your cloud strategy.�

We have created a simple model to help direct the thinking of both cloud providers

and cloud customers to identify the relevant

risks and the appropriate mitigation. �

�AN OVERVIEW OF THE MODEL �

1. Starting in the middle, hone in on the specifics of your business: the how,

where, when etc.�4. Final stage is to pull it all together,

mindful of the specifics of your business and your customer to identify the legal

problems you need to address and the best technological solutions. �

2. Next step is to understand the range of legal issues which may or may �

not be relevant.�

3. Next step is to identify the range of �technological solutions.�

�THE END RESULT WILL BE CLARITY AROUND HOW TO PUT YOUR

CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY �The ZeopardLaw Cloud Strategy Model �

�UNPACKING THE MODEL STEP-BY-STEP �

Step One What is your Business Plan and CX/Customer Service Strategy?�

•  Is your customer a consumer or a business?�• Where is your customer-NZ or global?�• What are they buying-goods or services or an experience or a

community or everything?�• When are they buying and is it time critical?�• What do they value most about what they buy from you?�• Where are they buying-online or physical?�•  Are they buying an element of your technology?�• What info/data about themselves do they give you and what do

you keep and use?�

�PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY

What are the answers for your business?��

Next step is to identify the legal and other

risks that will need to be considered

depending on the specifics of your

business�

Next step is to identify �the range of �

technological solutions.�!

Final stage is to pull it all together, mindful of the

specifics of your business and your customer to identify the legal problems you need to

address and the best technological solutions to get

the right cloud combo for your business. �

�THE LEGAL CHAIN OF COMMAND �

You have a contract with your customer. What does it say?��You need to check all the links in the chain of contract obligations for the weakest link. ��

�LINING UP THE TROOPS IN THE LEGAL CHAIN OF COMMAND �

•  IaaS Provider has contract with whom? What does it say?�

•  PaaS Provider has a contract with whom? What does it say?�

•  SaaS Provider has contract with whom? What does it say? How many different SaaS contracts do you have that connect to your customers? Your Facebook Page, your Twitter account, Xero, Salesforce etc etc�

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Zeopard.com

@jennievickers

Find Me: �

021 274 9737""

jennie@zeopard.com""

www.zeopard.com""

LinkedIn: Jennie Vickers""

Wordpress: jennievickers.wordpress.com"