Strategy Discussion

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Product strategy discussion presentation (nonconfidential, out-of-date)

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Strategy Discussion

  1. 1. The Current Situation Customer Care and Billing Meets the Land of WalMart
  2. 2. CCB as a Commodity • Little or no product differentiation – Gartner, Frost, Yankee, Providers • All vendors have good references • All vendors have rapid installs • Buyer’s Market Decision Factors – Total price – Company stability – Penalties – Product features are fait accompli
  3. 3. A Level Playing Field? • Negative Perceptions – Less Efficient • Many people, no direction – Longer Installations • Forced acceptance followed by long clean-up period – Lack of Knowledge • Operator business models and process flows • Products are feature rich and navigation poor – Higher Costs • Travel and Time
  4. 4. Can We Survive? • Commodity businesses can be very successful (ala WalMart) • Change in mindset is required • Change in perceptions is essential • Two Keys to Success – Increase Volume – Reduce Costs
  5. 5. Positioning for Prosperity
  6. 6. The Volume Equation
  7. 7. Divide and Conquer Networks Processes Service Types Bundling Adaptation Standalone Product Extension Channels Marketing DIVERSITY
  8. 8. Close-Hanging Fruit Relationship Management Customer Knowledge Industry Knowledge Support Essentials RETENTION & EXPANSION
  9. 9. Force Multiplication Direct Sales Lead Passing Global Focus Regional Focus Sales Agents Global Focus Regional Focus Systems Integrators Support Relationships FOTS
  10. 10. The Battle is Already Won Targeting Qualification Proposals Reference Sites WIN RATIO
  11. 11. A Household Name Direct Response Global Regional Trade Events Speaking Engagements Public Relations Consultant Relationships BRANDING
  12. 12. The Efficiency Equation Onsite/ Offsite Ratio Standards Methodology Internal Training & Docs Sales Process Knowledge Base EFFICIENCY
  13. 13. Kolkata Value Advantage SOW & FS Product Documentation ??? ONSITE/ OFFSITE RATIO
  14. 14. Consistency & Repeatability Product Development Quality Testing Systems Integration STANDARDS & METHODS
  15. 15. Repeatability & Consistency Product Development Project Engineering Product Client Site INTERNAL TRAINING & DOCS
  16. 16. Sales Process Process Flow Sales Training Prospect Qualification Client Knowledge Relationship Management Industry Skills SALES PROCESS
  17. 17. Gray Matter Does Matter PMM PD PE GPS KNOWLEDGE BASE

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