The document discusses the shift to cloud computing, particularly through Office 365, emphasizing that the world has changed and that adapting to new technologies is crucial. It outlines three main drivers of change: the migration to the web, the adoption of smartphones, and the importance of customer experience. The central message is to embrace change and seize opportunities before being forced to do so.

1. www.flickr.com/photos/caribb/4694032267

2. www.flickr.com/photos/caribb/4694032267

3. Window of opportunity
www.flickr.com/photos/anotherphotograph/4577306695

4. Cloud of opportunity
www.flickr.com/photos/anotherphotograph/4578155350

5. Two
Questions

6. 1. Reality or illusion?
www.flickr.com/photos/jliba/4768693879

7. 2. Opportunity or threat?
www.flickr.com/photos/squeakywheel/252715820

8. Helping SOHO/SMB customers
move to the cloud with Office 365

9. Is this
going to be
Easy?

10. Small hint!

11. A typical customer

12. 3 ideas
for today
www.flickr.com/photos/winemegup/2714977793

13. Find 3 Take Aways
www.flickr.com/photos/jamesjordan/3026672665

14. 1 The world has changed
2 The cloud is a game-changer
3 Change before you have to

15. The past
15

16. The present
www.flickr.com/photos/nnova/3950714672

17. The future

18. The virtual world

19. The World
has Changed

20. “It is not the
strongest of the
species that survive,
nor the most
intelligent, but the
one most adaptable
to change.”
Charles Darwin
12 February 1809 – 19 April 1882

21. Departure gate
www.flickr.com/photos/presta/4401008231

22. Old way
11 April 2011 22

23. New way
23

24. Goal: avoid this

25. 3 Drivers of
Disruptive
Change

26. #1. Everything is moving to the web
www.flickr.com/photos/netphotography/2563348357

27. #2. Adoption of SMART phones
www.flickr.com/photos/csaila/3648816968

28. … and tablet devices

29. #3. The NOW generation

30. Change =
Opportunity

31. 1 The world has changed
2 The cloud is a game-changer
3 Change before you have to

32. The Game
http://cache.daylife.com/imageserve/00hJ6wC4t695x/610x.jpg

33. The Game
http://www.chess-center.com/images/tournament.jpg

34. Game-changer
Customers Economy
Online Services
www.flickr.com/photos/dweinberger/896628236

35. Get it right
www.flickr.com/photos/winemegup/3641912321

36. Get it wrong
www.flickr.com/photos/roome/3390682853

37. You probably feel...

38. …you should feel like this
www.flickr.com/photos/darkpatator/395215642

39. …or this

40. Social media is a
game-changer

41. 1 The world has changed
2 The cloud is a game-changer
3 Change before you have to

42. Self-hypnosis
www.flickr.com/photos/fusionpanda/822788491

43. Improving
our Capacity
To Change

44. think
dif erently
f

45. A fresh perspective
45

46. Start with the Buyer’s Journey
Search
Refer Find
Support How do you Qualify
differentiate
at each point of
the customer’s Try
Up-sell
journey?
Manage Buy
Activate

47. No.1 barrier to success
www.flickr.com/photos/myklroventine/480909595

48. Fear of Change
“People are not afraid of change.
They fear the unknown.”
- Dick Brown, CEO of EDS
www.flickr.com/photos/n
nova/2841741385

49. Evidence-based Marketing
www.flickr.com/photos/lwr/28246829

50. Change your thinking
www.flickr.com/photos/oriol_gascon/2172565951

51. The hard way

52. AND thinking

53. Change their point of view
www.flickr.com/photos/miikka_skaffari/4632166297

54. Child-like thinking
www.flickr.com/photos/toekneesan/3847444842

55. “I am the world's worst
salesman, therefore I
must make it easy for
customers to buy.”
F. W. Woolworth
April 13, 1852 – April 8, 1919

56. Customer Experience Map
Phases Feelings Memory Impact on Loyalty
WOW “I Love it” High Share with Many
Enjoyable “I like it” Mid Share with few
Functional “Works for me” Low Neutral
Uneventful “OK” None Decrease
Missed it “I Don’t Like it” Mid 66% decrease
Never Again “I hate it” High 100% Loss
Office 365 Airlift, London, UK. 12th - 14th April 2011

57. Why is Customer Experience critical?
Retention 50%
Sales
How do you create a great Customer Experience?

58. Internal speed of change
www.flickr.com/photos/14degrees/440515255

59. Key Take Away
www.flickr.com/photos/jamesjordan/3026672665

60. Change
before you
have to change

61. Capture the Office 365 opportunity
You/Your
company
+
+
www.flickr.com/photos/xrrr/2478140383

62. Get it right
www.flickr.com/photos/winemegup/3641912321

63. IMDM & PBDM Summit, Bellevue, WA, USA. 28th & 29th March 2011 www.flickr.com/photos/horacio/3781750

64. David R Ednie
President & CEO
SalesChannel Europe
Ph: +33 676 60 09 25 (FRA)
Ph: +61 415 94 51 57 (AUS)
Email: david@saleschannel-europe.com
Website: www.saleschannel-europe.com
th th
IMDM & PBDM Summit, Bellevue, WA, USA. 28 & 29 March 2011 www.flickr.com/photos/horacio/3781750