www.flickr.com/photos/caribb/4694032267

www.flickr.com/photos/caribb/4694032267

Window of opportunity

www.flickr.com/photos/anotherphotograph/4577306695

Cloud of opportunity

www.flickr.com/photos/anotherphotograph/4578155350

Questions

Two

1. Reality or illusion?

www.flickr.com/photos/jliba/4768693879

2. Opportunity or threat?

www.flickr.com/photos/squeakywheel/252715820

Helping SOHO/SMB customers

move to the cloud with Office 365

going to be

Is this

Easy?

Small hint!

A typical customer

www.flickr.com/photos/winemegup/2714977793

3 ideas for today

Find 3 Take Aways

www.flickr.com/photos/jamesjordan/3026672665

Change before you have to 3

The world has changed 1

The cloud is a game-changer 2

15

The past

The present

www.flickr.com/photos/nnova/3950714672

The future

The virtual world

has Changed

The World

“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

Departure gate

www.flickr.com/photos/presta/4401008231

22 11 April 2011

22

Old way

23

New way

Goal: avoid this

Disruptive 3 Drivers of

Change

#1. Everything is moving to the web

www.flickr.com/photos/netphotography/2563348357

#2. Adoption of SMART phones

www.flickr.com/photos/csaila/3648816968

… and tablet devices

#3. The NOW generation

Opportunity

Change =

Change before you have to 3

The world has changed 1

The cloud is a game-changer 2

The Game

http://cache.daylife.com/imageserve/00hJ6wC4t695x/610x.jpg

The Game

http://www.chess-center.com/images/tournament.jpg

www.flickr.com/photos/dweinberger/896628236

Game-changer

Customers Economy

Online Services

www.flickr.com/photos/winemegup/3641912321

Get it right

www.flickr.com/photos/roome/3390682853

Get it wrong

You probably feel...

www.flickr.com/photos/darkpatator/395215642

…you should feel like this

…or this

Social media is a

game-changer

Change before you have to 3

The world has changed 1

The cloud is a game-changer 2

Self-hypnosis

www.flickr.com/photos/fusionpanda/822788491

our Capacity

Improving

To Change

erently f

dif think

45

A fresh perspective

Search

Find

Qualify

Try

Buy

Activate

Manage

Up-sell

Support

Refer

How do you differentiate

at each point of the customer’s

journey?

Start with the Buyer’s Journey

No.1 barrier to success

www.flickr.com/photos/myklroventine/480909595

Fear of Change

www.flickr.com/photos/nnova/2841741385

“People are not afraid of change. They fear the unknown.”

- Dick Brown, CEO of EDS

Evidence-based Marketing

www.flickr.com/photos/lwr/28246829

Change your thinking

www.flickr.com/photos/oriol_gascon/2172565951

The hard way

AND thinking

www.flickr.com/photos/miikka_skaffari/4632166297

Change their point of view

Child-like thinking

www.flickr.com/photos/toekneesan/3847444842

“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

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?

Sales

Retention

How do you create a great Customer Experience?

50%

Internal speed of change

www.flickr.com/photos/14degrees/440515255

Key Take Away

www.flickr.com/photos/jamesjordan/3026672665

before you have to change

Change

Capture the Office 365 opportunity

You/Your company

+

www.flickr.com/photos/xrrr/2478140383

+

www.flickr.com/photos/winemegup/3641912321

Get it right

IMDM & PBDM Summit, Bellevue, WA, USA. 28th & 29th March 2011 www.flickr.com/photos/horacio/3781750

IMDM & PBDM Summit, Bellevue, WA, USA. 28th & 29th March 2011 www.flickr.com/photos/horacio/3781750

David R Ednie President & CEO

SalesChannel Europe Ph: +33 676 60 09 25 (FRA) Ph: +61 415 94 51 57 (AUS)

Email: david@saleschannel-europe.com Website: www.saleschannel-europe.com