Transformational Leadership: The Impact on Organizational and
Transformational Impact of the Cloud
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Transcript of Transformational Impact of the Cloud
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Window of opportunity
www.flickr.com/photos/anotherphotograph/4577306695
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Cloud of opportunity
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Questions
Two
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1. Reality or illusion?
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2. Opportunity or threat?
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Helping SOHO/SMB customers
move to the cloud with Office 365
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going to be
Is this
Easy?
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Small hint!
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A typical customer
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3 ideas for today
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Find 3 Take Aways
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Change before you have to 3
The world has changed 1
The cloud is a game-changer 2
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15
The past
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The present
www.flickr.com/photos/nnova/3950714672
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The future
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The virtual world
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has Changed
The World
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“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
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Departure gate
www.flickr.com/photos/presta/4401008231
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22 11 April 2011
22
Old way
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23
New way
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Goal: avoid this
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Disruptive 3 Drivers of
Change
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#1. Everything is moving to the web
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#2. Adoption of SMART phones
www.flickr.com/photos/csaila/3648816968
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… and tablet devices
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#3. The NOW generation
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Opportunity
Change =
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Change before you have to 3
The world has changed 1
The cloud is a game-changer 2
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The Game
http://cache.daylife.com/imageserve/00hJ6wC4t695x/610x.jpg
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The Game
http://www.chess-center.com/images/tournament.jpg
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www.flickr.com/photos/dweinberger/896628236
Game-changer
Customers Economy
Online Services
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www.flickr.com/photos/winemegup/3641912321
Get it right
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Get it wrong
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You probably feel...
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…you should feel like this
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…or this
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Social media is a
game-changer
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Change before you have to 3
The world has changed 1
The cloud is a game-changer 2
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Self-hypnosis
www.flickr.com/photos/fusionpanda/822788491
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our Capacity
Improving
To Change
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erently f
dif think
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45
A fresh perspective
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Search
Find
Qualify
Try
Buy
Activate
Manage
Up-sell
Support
Refer
How do you differentiate
at each point of the customer’s
journey?
Start with the Buyer’s Journey
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No.1 barrier to success
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Fear of Change
www.flickr.com/photos/nnova/2841741385
“People are not afraid of change. They fear the unknown.”
- Dick Brown, CEO of EDS
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Evidence-based Marketing
www.flickr.com/photos/lwr/28246829
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Change your thinking
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The hard way
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AND thinking
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Change their point of view
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Child-like thinking
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“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
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Office 365 Airlift, London, UK. 12th - 14th April 2011
Customer Experience Map
Phases
WOW
Enjoyable
Functional
Uneventful
Missed it
Never Again
Feelings
“I Love it”
“I like it”
“Works for me”
“OK”
“I Don’t Like it”
“I hate it”
Memory
High
Mid
Low
None
Mid
High
Impact on Loyalty
Share with Many
Share with few
Neutral
Decrease
66% decrease
100% Loss
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Why is Customer Experience critical?
Sales
Retention
How do you create a great Customer Experience?
50%
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Internal speed of change
www.flickr.com/photos/14degrees/440515255
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Key Take Away
www.flickr.com/photos/jamesjordan/3026672665
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before you have to change
Change
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Capture the Office 365 opportunity
You/Your company
+
www.flickr.com/photos/xrrr/2478140383
+
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www.flickr.com/photos/winemegup/3641912321
Get it right
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IMDM & PBDM Summit, Bellevue, WA, USA. 28th & 29th March 2011 www.flickr.com/photos/horacio/3781750
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IMDM & PBDM Summit, Bellevue, WA, USA. 28th & 29th March 2011 www.flickr.com/photos/horacio/3781750
David R Ednie President & CEO
SalesChannel Europe Ph: +33 676 60 09 25 (FRA) Ph: +61 415 94 51 57 (AUS)
Email: [email protected] Website: www.saleschannel-europe.com