The way we purchase products and services has changed. The way we engage with our customers has changed too. This is not only relevant in products but also in services and how we utilise subscription and cloud based platforms.

2. WELCOME TO THE
SUBSCRIPTION ECONOMY
KENDALL
JAMES

4. The name was John Snow

5. The name was John Snow

6. The year was
1854….

7. You cannot dry
todays washing
with
yesterdays sun

8. IN THE LAST 15 YEARS,
52% OF THE
FORTUNE 500 COMPANIES
HAVE DISAPPEARED
1955
Ave. life expectancy 75 years
2015
Ave. life expectancy 15 years
VS
60 of the Fortune 500 companies in 1955 still existed in 2017
40% of the Fortune 500 companies will disappear in the next 10 years

9. Products
1970’s
Products & Services
1990’s
Customer Centric
2000’s
Relationship Centric
Today

10. The way
people
buy has
changed
OUTCOMES
not ownership
CUSTOMISATION
not generalisation
CONSTANT IMPROVEMENT
not planned obsolescence

11. Product
Customers
Channels

12. Experience
Subscriber
Channels
Service

13. We live in a
subscription economy
#shifthappens

15. Understanding the
subscription experience
✓Ongoing value
✓Memorable experiences
✓On-demand fulfillment
✓Anywhere, Real-time
✓Personalised service

16. Everything has changed
PRICING
MARKETING
SALES
FINANCE
CULTURE
Selling Products
Branding
Hit Products
Unit Margins
Unit Sales
Solving Needs
Experience
Deep Relationships
Customer Lifetime Value
Value Pricing

18. All about
creating a
positive
experience
…
…and deliver dynamic, actionable
information

19. Are you moving towards
an
experience enterprise?

20. THANK
YOU
kendall.james@hexagon.com www.linkedin.com/in/kendalljames