The Sale is only the Start

(1)

The Sale is only the Start

(2)

The Sale is only the Start

1

Why managing the

whole customer lifecycle is

key to success

2

Key programs that can

make a big impact on

overall experience

3

Guest speaker:

Steve Zimba

(3)

Customer experience is critical to cloud success

Increase customer

retention rates

Increase NPS score

across markets

Increase advocacy and

(4)

Managing the end to end lifecycle is key

Acquire

Activate

Serve

Grow

Retain

• Drive awareness • Generate demand • Provide information • Convert customers • Onboard service • Drive adoption • Drive usage • Create business value • Service promise • Self service • Segmented support • Differentiate

• Add new users

• Upsell existing

• Cross sell new

• Leverage CRM

• Identify churn risk

• Save offers

• Contract renewal

(5)

There is a lot to think about

Analytics

Defining key customer experience measures, implementation of reporting

Segmented service

Creating the appropriate service model for each customer segment

Contact strategy

Identifying the right contact channels and contact timing for customers

Predicting churn

Creating a model that identifies high risk customers during lifecycle

Design

Starting with customer

experience at heart of product development (CCD)

Loyalty schemes

(6)

3 programs that can make a difference

Customer

onboarding

Driving

adoption

Incentivising

loyalty & referral

(7)

Program 1: Customer onboarding

• Key to avoiding early life churn and driving usage of the

solution

• Drives down support calls as the service is working

• Especially important where there are bundled products

• Activating the service alongside the customer

• Typically phone based but can be tiered offering depending on solution

• Follow up key and opportunity for up/cross sell

Customer onboarding

The start of any successful customer relationship is making sure customers can use the solution they have purchased and create business value

(8)

Program 2: Driving adoption

Customers need help to get maximum value from your products and services. Helping customers to create business value will drive

satisfaction and referral

• Key to avoiding churn and driving customer satisfaction (CDI)

• Creates the opportunity for up and cross sell

• Drives referral to other business customers (NPS)

• Understanding usage of service • Contact strategy to help

customer use product

• Digital guides and examples of how businesses are creating value

Driving adoption

(9)

Program 3: Rewarding loyalty

Customers have a choice and rewarding loyalty is important to ensuring customer tenure and value. Loyalty is also key to driving referral to new customers.

• Key to driving customer satisfaction (CDI)

• Creates the opportunity for up and cross sell (across core and cloud)

• Drives referral to other business customers (NPS)

• Rewards linked to customer value and tenure

• Can be used to drive uptake of new services e.g. rewarding core loyalty with incentive on cloud services

• Opportunity to drive referral

Rewarding loyalty

(10)

Mural

(11)

Topics

• Professional Services for the Cloud Distributor, Designed to

Optimize the SMB Cloud IT Customer Experience and Maximize

Cloud IT Revenue from the SMB

• What We Have Found vs the Opportunity

(12)

Providing SMBs with Productized Professional

Services to Accelerate the Move to Cloud IT

(13)

Problem: Professional Services Are Needed to

Increase Activation, Expand Usage, and Grow

Cloud IT Wallet Share Spend

Challenge: The Professional Services Market for

Cloud IT is Highly Fragmented, with No

Standardization in Scope,

Pricing, and Quality

Opportunity: Augment a Cloud Service Product

Line with Productized Professional Services for

Assisted Selling, Onboarding, and

Management/Support

Professional Services = Customer Experience + Revenue

The Great Differentiator in Driving SMB Cloud Adoption

(14)

Continuous Cycle of

Engagement and

Services

The Answer: Professional Services

Delivered as SKUs

Onboarding

Activation Configuration Migration Training

Standard Support

& Premium

Managmeent

Nurturing - Continuous Education, Needs

Identification and Upselling

(15)

(16)

Security & Disaster Recovery Web Hosting &

eCommerce Communications & Collaboration Business Apps, MDM, IaaS, DaaS AgileIT

(17)

Programs & Methods

Workbench

& Tools

Data Analytics

Expert Content

MaaXcloud.com

Training & Certification

Standardized Process and Procedures to Deliver

Onboarding, Cloud IT Management, Upsell

Training, Certification, and Quality Management Tools, Ensuring Quality Service Delivery

Knowledgebase, DIY

Instructions, & End User Training Content Used with Onboarding

& Cloud IT Management

CRM, Integrated Communications and Set Up/Migration Automation Technologies Used to Onboard

and Support

Data Collected to Develop Customer Profiles which can be

Used for Product Upselling & Customer Management

Professional Service Marketplace & Social Knowledge Sharing Site

to Engage and Educate Customers on Cloud IT

(18)

Churn Rates Down 77% in the First 90 Days of

Purchase, with Total Churn less than 1%

Activating Rates Up 233%, with Total

Customer Activations 60%+ of Customers Making a Purchase

Support Costs Down 50% for Customers Getting

Fully Activated

Net Promotor Score = 81 with a 40% Customer

Satisfaction Survey Response Rate Post Activation

Upsell Increasing Revenue by 20% with Total

Upsell Revenue Covering Program Cost

233%

77%

50%

81 20%

40%

40% of All Sales Are Being Activated, _{with Total Customer Activations 2,600}

per Month

77%

Churn Rates Down 77%, in the First 90

Days of Purchase

83%

Support Costs Down 83%, for _{Customers Getting Fully Activated}

82

Net Promotor Score = 82, with a 40% _{Customer Satisfaction Survey Reponse Rate}