Goal:

Move SOHO & SMB customers

to Office 365 and the Cloud
Find 3 Take Aways

www.flickr.com/photos/jamesjordan/3026672665
 Differentiation
www.flickr.com/photos/29233640@N07/5131195458  
Differentiation

www.flickr.com/photos/heraldpost/3817195392
Differentiation strategy
www.flickr.com/photos/av8pix/3345078410
Promise delivered?
www.flickr.com/photos/alfonso1987/5407566809
Avoid heavy lifting
Avoid known barriers
 Avoid looking in
the wrong places

www.flickr.com/photos/sea-­‐turtle/3568062665  
It’s all about the target
DifferenRaRon:  3  Levels  of  Perceived  Value  

Basic  Product/Service:  
3 Enhanced  Services   •  Technology  
•  Price  performance  
•  Product  quality  
2 Support  Services  
Support  Services:  
Basic  
1Product/Service  
Basic  
•  Systems  
•  Processes  
Product/Service   •  Quality  of  service  

Enhanced  Services:  
•  People  
•  Perceived  value  
•  High  touch  
•  Exceed  customer  expectaRons  
•  Delight  and  astound  customers  

SalesChannel  Europe  ©2011    All  rights  reserved   12  

DifferenRaRon:  3  Levels  of  Perceived  Value  

1 2 3
Basic  Product  or  
    Support   Enhanced  Service  
Service  

Focus   Requirements/Specs   SaRsfacRon   Delight  

Does  the  product/ Is  the  product/
service  meet  my   service  convenient/ How  do  they  make  
Customer  Concern   needs/standards/   efficient/easy  to   me  feel?  
expectaRons?   access  or  use?  
Systems,  processes,  
Technology/ Leadership  and  
Key  Elements   Technical  experRse  
policies,  and  
Culture  
structure  
Controlled  by   Technical  specialists   Management   Front  line  performers  
Industry/Field/
Intellect  and   EmoRonal  
AbiliAes  Needed   Trade/  Clinical  
Reasoning  (IQ)   Intelligence  (EQ)  
Knowledge  or  Skills  

SalesChannel  Europe  ©2011    All  rights  reserved   13  

 Get it right

www.flickr.com/photos/melissa_xx/5760257189  
Team celebration

www.flickr.com/photos/clspeace/2143292403
Get it right

www.flickr.com/photos/liclebabyjesus/123838009  
Get it wrong

www.flickr.com/photos/proimos/4199675334
Start all over again

www.flickr.com/photos/selmanpinarli/407250078  
One Critical  
Question:
How can you  
INSPIRE
your customer  
To Buy Today?  
 Inspiration
www.flickr.com/photos/fras/4242146724  
Customer  Engagement  

Us   Them  

NOW  

Our Their  
Past   Future  

SalesChannel  Europe  ©2011    All  rights  reserved   22  

“Will I go ahaed  
and activate your  
O365 Account
Today?”  
…and the answer is?

www.flickr.com/photos/rankenjordan/3403645155  
www.flickr.com/photos/rankenjordan/3402723752  
www.flickr.com/photos/rankenjordan/3401922415  
Channel = You  
 YOU
are the channel  
 YOU are  
The DIFFERENCE
The Difference is YOU!

www.flickr.com/photos/maestropastelero/258000448
DifferenRaRon:  3  Levels  of  Perceived  Value  

Basic  Product/Service:  
3 Enhanced  Services   •  Technology  
•  Price  performance  
•  Product  quality  
2 Support  Services  
Support  Services:  
Basic  
1Product/Service  
Basic  
•  Systems  
•  Processes  
Product/Service   •  Quality  of  service  

Enhanced  Services:  
•  People  
•  Perceived  value  
•  High  touch  
•  Exceed  customer  expectaRons  
•  Delight  and  astound  customers  

SalesChannel  Europe  ©2011    All  rights  reserved   31  

Get it right

www.flickr.com/photos/liclebabyjesus/123838009  
 c a r e !
Taking … . !
b u si ne s s
of

David  R  Ednie  
President  &  CEO  
SalesChannel  Europe  
Ph:  +33  676  60  09  25  (FRA)      
Email:  david@saleschannel-­‐europe.com  
Website:  www.saleschannel-­‐europe.com  
www.flickr.com/photos/horacio/3781750