In Post COVID-19 era, dramatically change the behavior of your customers! From now on, we must capture customer-behavior in real time and respond to it immediately. To do so, the use of digital and data is essential. Let the machine do what it takes to do what it takes to do. People use their heads for their customers. Let's use our time to innovate and solve society's problems.

1. Accelerating a
Business Model
in Post COVID-19

2. Focus on
Customer
1
Find out
the Story
2
Leveraging
Digital and
Data
3
Organization,
Process and
Culture
4
Smile Curve
for Sale
5
People do
Innovation
6
Agenda

3. Ultimately, we’ll see a long-term
acceleration of movement from
businesses to digital services, including
increased online work, education,
medicine, shopping and entertainment.
These changes will be significant and
lasting.
- Sundar Pichai
2020/4/28

4. The key is
“changing Customer behavior ”.
We have been paying attention to customer behavior since before COVID-19.
After COVID-19, we will have to keep looking at customer behavior in real time.

5. CUSTOMER
Products
Focus on
・・・ Why focus on customer ?

6. because “Changes in consumption styles”
Consumption of
functional value
Consumption of
experiences
ExperientialConventional
・・・ How make experiences ?

7. real contact
Increase satisfaction contacts and show a story
digital contacts

8. You know, we love stories and we love narrative;
we love to get lost in an author’s world.
- Jeff Bezos

9. How do we find each customer Story ?

10. Use Digital and Data to your advantage !

11. Have an “Organization", “Process" and “Culture"
that can make full use of digital and data.
Digital ＆ Data
Organization Process Culture

12. Marketing Inside-Sales Field-Sales
Customer
Success
Data Management
Product-
planning
“Digitally armed organization as a Factory”.
Divide the sales organization to have more & deeper
customer contacts.
Organization
Subject Concern Search Compare SatisfactionStudy Contract ShareBehavior

13. Behavior
(10,000) (2,000) (200) (60) (9) (X) (XXX)
(XXXXX)
20% 10% 30% 15% XX% addition
(X)
listing
Refines Solutions Approaches Continuations AccumulationsEnquiries Visits Biz Talks Contracts
Subjects
“Numericalization of processes in line with customer
behavior”. Incorporate the science of customer
behavior and increase own productivity.
Process
(XX)
Refines
Subject Concern Search Compare SatisfactionStudy Contract Share

14. Socialization
ExternalizationCombination
Internalization
Tacit Knowledge
Tacit Knowledge
Formal Knowledge
Formal Knowledge
Tacit Knowledge
shared understanding
“A culture of shared understanding and constant
communication”. Turn customer voice into formal
knowledge (data) and respond quickly.
Behavior Subject Concern Search Compare SatisfactionStudy Contract Share

15. Product-
planning
Marketing Inside-sales Field-sales Customer
success
Customer voiceProblem solving
outsourcing operations
sales process
value addition
Proposal: “Smile Curve for Sale”
Switch from fixed sales to variable and always be ready to respond to the
market. However, the voice of the customer (input) and issue resolution
(output) functions will be retained.

16. With digitalization,
we leave things
to the machines.

17. People face the
customer and use their
heads for the customer.
Use time for the
“Innovation" that
only people can do.

18. Summary
Focus on
Customer
organization as
a Factory
People do
Innovation
A culture with
a Shared
Understanding
Numericalization
of processes