3b gkg-customer relationships.2013.q2
Post on 17-Oct-2014
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DESCRIPTION
Part of 2013 Q2 Lean Launch Pad Presentations 0a-Introduction.2013.Q2.pptx 1a-Three_Types_Of_Startup.2013.Q2.pptx 1b-Customer Discovery (problem hypothesis).2013.Q2.pptx 2a-Customer Discovery ( canvas and story ).2013.Q2.pptx 2b-Value_Chain (team specific).2013.Q2.pptx 3a-Customer_Validation.2013.Q2.pptx 3b-GKG-CustomerRelationships.2013.Q2.pptx 4a-EndGame.2013.Q2.pptxTRANSCRIPT
Lecture 3b Customer Relationships
2images by JAM
customer segments
key partners
cost structure
revenue streams
channels
customer relationships
key activities
key resources
value proposition
CUSTOMER RELATIONSHIPS
what relationships are you establishing with each segment? personal? automated? acquisitive?
Retentive??
We Call Customer Relationships Demand Creation
• Get, Keep and Grow• How will customers hear about your product?• How much will it cost to acquire a customer using these
strategies?• How does market type impact my demand creation strategy?
Customer Relationship Definition
Get
Keep
Grow
6
Get Customers
Who needs to hear about you?
Suppliers
Channels
Government
Partners
End User
Influencer / Recommender
Economic Buyer
Decision Maker
Demand Creation Getting Free Users
• Search Engine Optimization (SEO)• Blogging / Sharable content• Social Media / Gaming Mechanics• Communities• Proven viral coefficient >1
Demand Creation
Demand Creation Paying For Users
Public Relations
Demand Capture SEM “Free” products (e.g. widgets) Biz Dev Affiliate Marketing
Market Education Webinars Email marketing Trade Shows Analyst Reports Direct Sales TV / Radio
Demand
Creation
Aw
aren
ess
Co
nsi
der
atio
n
Inte
rest
Pu
rch
ase
“Get Customers” Funnel
Get Customers Funnel - Physical
Demand Creation Feeds the Sales Funnel
PayingCustomers
$
Demand
Creation Acquisition
12
Keep Customers
Aw
aren
ess C
on
sid
erat
io
n
Inte
res
t
Pu
rch
ase
Earned and Paid
Media Get Customers
Keep Customers
Customer check-in calls
Customer satisfaction survey
product updates
Loyalty Programs
Keep Customers Funnel - Physical
14
Grow Customers
Aw
aren
ess
Co
nsi
der
atio
n
Inte
rest
Pu
rch
ase
Earned and Paid Media
Get Customers
Keep Customers
Customer check-in calls
customer satisfaction survey
product updates Loyalty Programs
Grow Customers
Referrals
Un
-B
un
dlin
g
Up
-Se
ll
Cro
ss-sell
Grow Customers Funnel - Physical
16
Get Customers
“Get Customers” Funnel
Acq
uir
e
Act
ivat
eViral Loop
Get Customers Funnel – Web/Mobile
Earned and Paid Media
“Get Customers” FunnelPR
SEO
Advertising
Blogs/Website
Tradeshows
Acq
uir
e
Act
ivat
e
Viral Mktg
SEM/PPC
Affiliate Mktg
Viral Loop
Demand Creation Feeds the Sales Funnel
19
Keep Customers
Contests,eventsBlogs,
RSS, emails
Product updates Affiliate Programs
“Get Customers”A
cqu
ire
Act
ivat
e
Viral Loop
Earned and Paid
Media
Loyalty Programs
Keep Customers
Keep Customers Funnel - Web/Mobile
21
Grow Customers
Keep Customers
Contests,events
Blogs, RSS,
emails
product updates Affiliate Programs
Grow CustomersN
ext-Sell
Referrals
Up
-Se
ll
Cro
ss-sell
Loyalty Programs
Acq
uir
e
Viral Loop
Earned and Paid
Media
Act
ivat
e
Grow Customers Funnel - Web/Mobile
• How many come through the first step?
• How much does that cost?• What is the conversion between
each level?• How much in revenues can you
get out of each acquired customer?
Demand Creation by Market Type
• Create, drive demand into your sales channelExisting
Resegmented
New
• Educate the market about what’s changed
• Drive demand into channel
• Educate the market• Identify/drive early adopters into your
sales channels
Clone • Copy a business
Market Type
Existing Resegmented New
Customers Known Possibly Known Unknown
Customer Needs Performance Better fit Transformational improvement
Competitors Many Many if wrong, few if right
None
Risk Lack of branding, sales and distribution ecosystem
Market and product re-definition
Evangelism and education cycle
Examples Google Southwest Groupon
Market Type determines: Rate of customer adoption
Sales and Marketing strategies Cash requirements
How does market type influence demand creation?