Jennie Vickers
ZeopardLaw
@jennievickers
Zeopard.com
A Customer Experience Perspective on Putting your Customer
at the hea...
Zeopard.com
@JennieVickers	

JENNIE VICKERS
Zeopard.com @jennievickers
Zeopard.com
@JennieVickers	

8 REASONS FOR YOUR BUSINESS TO USE THE CLOUD
An example of cloud
provider rationale for
going...
Zeopard.com
@JennieVickers	

PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY
Our view is that clarity
is only po...
Zeopard.com
@JennieVickers	

AN OVERVIEW OF THE MODEL
1. Starting in the middle, hone in on the
specifics of your business:...
Zeopard.com
@JennieVickers	

THE END RESULT WILL BE CLARITY AROUND HOW TO PUT YOUR
CUSTOMER AT THE HEART OF YOUR CLOUD STR...
Zeopard.com
@JennieVickers	

UNPACKING THE MODEL STEP-BY-STEP
Zeopard.com
@JennieVickers	

PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY
Step One What is
your Business Plan...
Zeopard.com
@JennieVickers	

PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY
•  Is your customer a consumer or a...
Zeopard.com
@JennieVickers	

PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY
What are the answers for your busin...
Zeopard.com
@JennieVickers	

PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY
Next step is to identify
the legal ...
Zeopard.com
@JennieVickers	

PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY
Next step is to identify
the range ...
Zeopard.com
@JennieVickers	

PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY
Final stage is to pull it all
toget...
Zeopard.com
@JennieVickers	

THE LEGAL CHAIN OF COMMAND
You have a contract with your customer. What does it say?
You need...
Zeopard.com
@JennieVickers	

LINING UP THE TROOPS IN THE LEGAL CHAIN OF COMMAND
•  IaaS Provider has contract with whom? W...
Zeopard.com
	
  
	
  
	
  
	
  
	
  
	
  
	
  
	
  
@jennievickers
Find Me:
	

021 274 9737"
"
jennie@zeopard.com"
"
www.z...
A customer-centric legal model for cloud based businesses
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A customer-centric legal model for cloud based businesses

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Jennie introduces us to her customer-centric model that set the legal context in terms of your customer strategy and technical strategy.

Jennie Vickers is a New Zealand lawyer, business person, writer and speaker with an impressive depth of knowledge and experience. She’s been researching legal issues around cloud computing for several years now, and she offers an informed perspective to the topic.

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A customer-centric legal model for cloud based businesses

  1. 1. 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
  2. 2. Zeopard.com @JennieVickers JENNIE VICKERS
  3. 3. Zeopard.com @jennievickers
  4. 4. 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!
  5. 5. Zeopard.com @JennieVickers 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.
  6. 6. Zeopard.com @JennieVickers 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. !
  7. 7. Zeopard.com @JennieVickers THE END RESULT WILL BE CLARITY AROUND HOW TO PUT YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY The ZeopardLaw Cloud Strategy Model
  8. 8. Zeopard.com @JennieVickers UNPACKING THE MODEL STEP-BY-STEP
  9. 9. Zeopard.com @JennieVickers PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY Step One What is your Business Plan and CX/Customer Service Strategy?
  10. 10. Zeopard.com @JennieVickers PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD 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?
  11. 11. Zeopard.com @JennieVickers PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY What are the answers for your business?
  12. 12. Zeopard.com @JennieVickers PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY Next step is to identify the legal and other risks that will need to be considered depending on the specifics of your business
  13. 13. Zeopard.com @JennieVickers PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY Next step is to identify the range of technological solutions. !
  14. 14. Zeopard.com @JennieVickers PUTTING YOUR CUSTOMER AT THE HEART OF YOUR CLOUD STRATEGY 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.
  15. 15. Zeopard.com @JennieVickers 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.
  16. 16. Zeopard.com @JennieVickers 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
  17. 17. Zeopard.com                 @jennievickers Find Me: 021 274 9737" " jennie@zeopard.com" " www.zeopard.com" " LinkedIn: Jennie Vickers" " Wordpress: jennievickers.wordpress.com"

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