Microsoft Finlandin Jari Aromäki kertoo CXPA Finlandin kevättapaamisessa asiakaskokemuksen johtamisesta Microsoftissa.

1. Asiakaskokemuksen
johtaminen
Jari Aromäki
Johtaja
Asiakas – ja kumppanityytyväisyys

2. SMB“Unmanaged”
D
SMB Breadth
Marketing | Partner | Direct
Microsoft pähkinänkuoressa
SMSP
SMB
ConsumerEPG
Corporate
“Named”EnterpriseAccounts
A
Outbound Account
Managed
Consumer/SoHo
CSS
Partner
Led
Selling
EnterpriseServices
(Ent.Architect,Consulting&Premier)
LicensingSpecialists
ManagedPartnerEngagement
Sales Team Engagement
Enterprise Offerings
Sales Motions focus on Selling Solutions/Workload
Value. Licensing focus on Platform Commitment
What We Sell
Windows/MDOP
Office
Mgt&Security
Dynamics,BI
Lync
Private Cloud
ECAL, EAP & ECI
EA
A&O:Self-ServiceSearchAdSales
SMB Offerings
Sales Motions focus less on individual Workloads and
more on segments specific Packages & Suites
Dynamics
Windows Svr & Azure
Search & Display
Office & Office 365
Windows
Windows Intune
Cons & SoHo Offerings
Windows, WL, Office
Xbox Live, Studios, TV
B
Account Managed
Shared Services
Corporate Account
Managed (CAM:EPG)
Corporate Account
Managed (CAM:SMSP)
Corporate Territory
Managed (CTM)
Small
Medium
C
Territory Managed
1:1
1:50
1:125
1:1-2
1:10
SalesOps&PipelineMgt
SolutionSpecialists
STU-TechnicalSpecialists
Engagement Model
N=10,350
N=9,840
N=69k
N=65m
25 – 249 PCs: N=1.9m
5 – 24 PCs: N=10m
1-4 PCs: N=53m
SalesOps&
PipeMgt.
(SMSP)
DistributionandResellerMgmt
Major N=1,908
Global N=104
Direct
Syndicators
Office 365
Windows Intune
CRM Online
Azure
Search & Display
SoftwareServices
Online Svcs
ApplicationsEcosystem(DPE)
PCCategoryMgmt
PhonePortfolio
Manager
Managed
Retail
OEMAcct.
Mgmt
Hosters
Tier1Hosting/PartnerSales
MS Store Retail Sales Specialists
DevicesSoftware&Services
Xbox
Phone
PC
Hardware
Bing, MSN, Skype
Windows Store
A&O:AdvertiserSalesSpecialist
A&O:AdvertisingAgencies
A&O:BusinessDevelopmentManagers
Open&OnlineServicesEA&OnlineServicesOEM,ESD,FPP,Online
Customer Segmentation SMSG Field Go-To-Market Approach
Microsoft Store
Physical & Online
Consumer
Consumer PC Shipments (FY12): 189m
Consumer Smartphone Shipments (FY12): 356m
Total Smartphone Shipments (FY12): 551m
ConsumerChannels
Group(CCG)
Operators
Retail
OEM
Marketing–Product,Audience,Channel/Partner,MktgComms,PR.
Professional Services

4. Asiakaspalvelu ja –tuki Eurooppa, Keski-
Aasia ja Afrikka (EMEA)
Lukuina

5. Matka
“Stop the Bleeding”
Perusasiat
kuntoon
Keskittyminen niihin
tekijöihin jotka
tuottava eniten
lisäarvoa asiakkaalle
Lojaalisuus
160
155
140
130
100
Huom!119

7. 25%
Vastuu
“Skin in the game”

9.  Thank you.
KIITOS
jariaa@microsoft.com
+358505971375