Transcript of Grow your profit and improve customer loyalty Frank Hoberg Founder and EVP Global Sales.
Grow your profit and improve customer loyalty
Frank HobergFounder and EVP Global Sales
What´s the
problem?
12
1 2
1
Huge Competition
in
Saturated Markets
1
Web Hosters Telcos
Mobileand
Cable
Web Hosters
e.g. month-2-month for 12 months
individual&firm domain
Telcos
e.g. 24-month individual data-voice
plans
Mobile & Cable
Providerse.g. Households/
3-play plans
Little
differentiation
all Things to all People
Declining ARPU
Declining ARPU
Customersexpecting better
SUPPORT
and have
Higher Quality Requirements
Lower Prices
ResultsChurn
Higher Cost of Sales
Negative Impact on your Brand
Losing Customer Loyalty
2
The Giantshave entered the market with
Huge Budgets
2
The Problem – Part 1
selling directly to end customers
dictating the price points for their solutions
phony partner programs
The Problem – Part 2
what´s about your net margin?
loss of customer control
not much more above stealing your customers
Here is the Challege...increase
revenues by
increasing ARPUand
avoid churn due to the Giants
Gimmics don´t work
long term Value is the point
3
What to do?
Value for Users
Customer Needs
Giants Weakn
ess
Importance of
locality
Locality
customers want a reliable local partner
with high service levels and high
reliablility
GiantsWeakness
be explicitly local, fast and nice
CustomerNeeds
deal with the communication requirements of
today
Messaging
Messaging Experience
Messaging Experience
Mobility
Social Network
Content & Media
Collaboration
4
You can´t do everything by yourself
Very important!
Do not succumbto a
Trojan Horse
like
iPhone and Android
mitigate the impact
add your own services
So, which Partner?
A Partner – Part1
who
helping you to maintain your brand clear strategy and product vision listens to its customers - roadmap,
features, technology
A Partner – Part2
who
expertise in go-to-market strategies best practice
creative business models like revenue share or flat fee models
your margin needs to be 50% and higher
5
How to sell?
keep your sales cost low
selling from within service
Bring point of sales to the users
10x Audience
Some Guidance
sell it when they need it - hooks wow them with delight -> try & buy offer upsell and cross-sell products call to action no need to go to a store front