Launch	
  and	
  Scale	
  in	
  the	
  	
  
Cloud	
  –	
  a	
  Customer’s	
  	
  
Journey	
  
Ryan	
  Powell	
  

CRM	
  P...
Agenda	
  
§  Introduc:ons	
  
§  A	
  Customer’s	
  Journey	
  	
  
§  Assessing	
  Cloud	
  Models	
  
§  Launching	...
Ryan	
  
Powell	
  

CRM	
  Prac)ce	
  Director	
  	
  @	
  
Slalom	
  Consul:ng	
  
	
  
•  16+	
  Years	
  Consul)ng	
  ...
Our	
  customer	
  was	
  looking	
  to	
  launch	
  a	
  new	
  business	
  with	
  
the	
  following	
  ‘Wants’	
  and	
...
Business	
  Process	
  to	
  be	
  Enabled	
  
Customer
Registration &
Portal

Warehouse
Processing &
Shipping

Business
F...
Why	
  the	
  Cloud?	
  

	
  
Agility	
  and	
  Cost,	
  of	
  course…	
  

6

Zuora confidential, shared under non-discl...
Why	
  not	
  the	
  Cloud?	
  	
  	
  

Given	
  the	
  benefits	
  of	
  	
  speed,	
  agility,	
  and	
  the	
  cost	
  ...
Launching	
  in	
  the	
  Cloud	
  

8

Zuora confidential, shared under non-disclosure and subject to disclaimer notice
The	
  Challenge:	
  	
  

How	
  we	
  went	
  about	
  mee)ng	
  the	
  needs…	
  

Need	
  a	
  plaHorm	
  to	
  enable...
The	
  Solu:on	
  Components	
  
Customer
Warehouse
Facing
Core Platform
Processing
Frontend

Infra Services
Front Office
...
Key	
  Learnings:	
  
§  Seek	
  out	
  and	
  gain	
  acceptance	
  of	
  the	
  solu:on	
  approach	
  
internally	
  	...
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Launch & Scale in the Cloud - a Customer's Journey (Accelerate East)

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Launch & Scale in the Cloud - a Customer's Journey (Accelerate East)

  1. 1. Launch  and  Scale  in  the     Cloud  –  a  Customer’s     Journey   Ryan  Powell   CRM  Prac)ce  Director   Slalom  Consul)ng   1 Zuora confidential, shared under non-disclosure and subject to disclaimer notice
  2. 2. Agenda   §  Introduc:ons   §  A  Customer’s  Journey     §  Assessing  Cloud  Models   §  Launching  in  the  Cloud     §  Challenges   §  Lessons  Learned   2 Zuora confidential, shared under non-disclosure and subject to disclaimer notice
  3. 3. Ryan   Powell   CRM  Prac)ce  Director    @   Slalom  Consul:ng     •  16+  Years  Consul)ng   •  13+  Years  CRM/Cloud   •  2+  Years  @  Slalom   ore firm with m lting g logy consu Consultin echno Slalom rica. iness and t North Ame bus l ices in is a nationa ross 14 off es ac 0 employe 2,40 3 3 Zuora confidential, shared under non-disclosure and subject to disclaimer notice Zuora confidential, shared under non-disclosure and subject to disclaimer notice than
  4. 4. Our  customer  was  looking  to  launch  a  new  business  with   the  following  ‘Wants’  and  ‘Needs’   Want  a  new  business  model/revenue  stream   Need  a  plaHorm  to  enable  this  new  business   Want  visibility  to  all  customer  interac:ons   Need  a  well  integrated  plaHorm   Want  to  launch  this  business  autonomously   Need  a  solu:on  that  is  nimble  and  stable   Want  to  launch  quickly  to  capture  the  market   Need  to  scale  with  the  growth  of  the  business   Want    :ghtly  governed  compliance   Need  a  solu:on  that  cares  for  PCI,  restric:ons,     customer  screening  and  accoun:ng/audit   Want  the  ability  to  adapt  the  business   quickly  to  the  market     Need  a  solu:on  that  has  low  organiza:onal   burden   4 Zuora confidential, shared under non-disclosure and subject to disclaimer notice
  5. 5. Business  Process  to  be  Enabled   Customer Registration & Portal Warehouse Processing & Shipping Business Flow Warehouse Receiving & Processing Customer Configures Order 5 Zuora confidential, shared under non-disclosure and subject to disclaimer notice
  6. 6. Why  the  Cloud?     Agility  and  Cost,  of  course…   6 Zuora confidential, shared under non-disclosure and subject to disclaimer notice
  7. 7. Why  not  the  Cloud?       Given  the  benefits  of    speed,  agility,  and  the  cost  of  entry  coupled  with  what  is   available  to  run  a  business  in  the  cloud  today…Cloud  had  to  be  a  primary   considera)on   Infra: PaaS, IaaS Front Office: SaaS SERVICE   DEVELOPMENT   COMMUNICATION   SALES   INTEGRATION   MARKETING   Back Office: SaaS, PaaS COLLABORATION   FINANCE   OM  /   LOGISTICS   BI  /   ANALYTICS   7 Zuora confidential, shared under non-disclosure and subject to disclaimer notice Existing
  8. 8. Launching  in  the  Cloud   8 Zuora confidential, shared under non-disclosure and subject to disclaimer notice
  9. 9. The  Challenge:     How  we  went  about  mee)ng  the  needs…   Need  a  plaHorm  to  enable  this  new  business   There  are  many  ways  to  solve  for  this  plaHorm.    Our  solu:on   approach  was  grounded:     1.  In  the  use  of  best  in  class  enterprise  ready  solu:ons   2.  In  not  solving  for  things  that  have  already  been  solved       Need  a  solu:on  that  cares  for  PCI,  restric:ons,     customer  screening  and  accoun:ng/audit   We  looked  to  leading  companies  like  Zuora  that  know  how  to  care   for  some  of  the  more  complex  components  of  the  solu:on…We  did   not  want  to  build  these  components.    (i.e.  Caring  for  PCI  within  our   :meline  was  out  of  the  ques:ons)   Need  a  well  integrated  plaHorm   All  of  the  components  selected  had  to  :ghtly  or  loosely  fit  together   already  using  industry  standards  or  prebuilt  connectors   Need  a  solu:on  that  is  nimble  and  stable   Speed  to  launching  a  MMP  as  well  as  speed  to  market  going  forward   was  cri:cal.    All  of  the  components  selected  were  done  with  that  in   9 Zuora confidential, shared under non-disclosure and subject to disclaimer notice
  10. 10. The  Solu:on  Components   Customer Warehouse Facing Core Platform Processing Frontend Infra Services Front Office SERVICE   DEVELOPMENT   COMMUNICATION   SALES   INTEGRATION   MARKETING   Back Office FINANCE   COLLABORATION   OM  /   LOGISTICS   BI  /   ANALYTICS   10 Zuora confidential, shared under non-disclosure and subject to disclaimer notice Existing
  11. 11. Key  Learnings:   §  Seek  out  and  gain  acceptance  of  the  solu:on  approach   internally    from  key  stakeholder  (Business  and  IT)   §  Don’t  take  this  journey  alone,  truly  partner  with  your   vendors   §  Iden:fy  an  owner  who  is  involved  and  invested  in  the   success  of  the  launch   §  Iterate  oen  and  fail  fast   §  Go  into  this  prepared  for  an  ongoing  evolu:on   §  Prepare  to  acquire  new  skills  and  approaches   11 Zuora confidential, shared under non-disclosure and subject to disclaimer notice
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