How do you impact adoption of cloud services? 1. Align your GTM efforts with the Buyer's Journey. 2. Create an unmatchable E2E Customer Experience and 3. Learn from others: Do's and Don'ts. Yes, it's all common sense, but common sense is seldom common practice.
29. What is the problem
for which you are
the SOLUTION?
30.
31. 1 The Buyer’s Journey
2 The End2End Customer Experience
3 SaaS Success Factors
32. Start with the Buyer’s Journey
Search
Refer Find
Support Qualify
Differentiate
Up-sell Try
Manage Buy
Activate
33. Start with the Buyer’s Journey
Multiplier Now or Never
Search Moments
Moments
Refer Find
B A
Support Qualify
Differentiate
Base Up-sell Try Acquire
Manage Buy
Keep or Lose Make or Break
Moments Activate Moments
42. “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
43. 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
72. Get it right
www.flickr.com/photos/littlebabyjesus/123838009
73. SaaS-Suite
David R Ednie
President & CEO
SalesChannel Europe
Ph: +33 676 60 09 25 (FRA)
Email: david@saleschannel-europe.com
Website: www.saleschannel-europe.com
www.flickr.com/photos/horacio/3781750