growth channels
Post on 06-May-2015
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CU
STOM
EREX
PER
IENC
E
Awareness
Branding
Investigation
Lead Generation & Qualification
ConsiderationBidding & Proposal
PurchaseNegotiation &
Close
UseFulfillment
SatisfactionCustomer
Service
LoyaltyRetention &
Up / Cross sale
AdvocacyWOM / Referral
Pre-Purchase Purchase Post-Purchase
FROM PRODUCT TO EXPERIENCE
FROM PRICE TO EXCHANGE
“HOW” MAY MEAN MORE TO CONSUMERS THAN “HOW-MUCH”
YOU CAN
ENGAGE IN EVER MORE PROFITABLE INTERACTIONS WITH
CUSTOMERS WITHOUT NECESSARILY
REQUIRING THEM TO GIVE YOU ANY MORE MONEY”
TO
UC
HP
OIN
T
Atomic structure of customer experience
A TOUCH POINT REPRESENTS EVERY TIME YOUR CUSTOMER
COMES INTO CONTACT WITH, OR ‘TOUCHES’ YOUR BRAND
AND ANYTHING AND EVERYTHING ASSOCIATED WITH IT.
USING THE PRODUCT OR SERVICE ITSELF IS THE MAIN TOUCH POINT. SO IS AN ADVERT FOR THE BRAND, THE
PERSON WHO PICKS UP THE PHONE WHEN CUSTOMER ORDER, THE DELIVERY MAN, THE INVOICE LETTER, EVEN A COMMENT FROM A FRIEND ON YOUR BRAND OR CUSTOMER SERVICE.
CH
AN
NELS
ESTAB
LISHES
TOU
CH
PO
INTS
NOT EVERY CHANNEL IS SUITABLE FOR
PROVIDING THE BEST CUSTOMER
EXPERIENCE AT EVERY LEVEL TO MAKE A
SALE AND RETAIN THE CUSTOMER.
AS A GENERAL RULE,
WHEREVER YOU FIND A
LARGE GROUP OF PEOPLE
WHO ARE BAFFLED BY
COMPLEXITY, YOU WILL
FIND A SMALLER GROUP OF
PEOPLE MAKING A GOOD
LIVING SCREWING THEM.
CH
AN
NEL
CO
STS
0
200
400
600
800
1000
1200
Internet ($20 - $150)
Telesales ($50 - $150)
Volume Distributors($400 - $500)
Value-added Partners($500 - $600)
Field Sales Force($1,000)
Typ
ica
l tra
nsa
ctio
n c
ost
($)
Value-added of channel in the sales process
Typical transaction costs by channels: $5,000 - 7,500 industrial product
low high
RECOGNIZE THE FACT THAT EACH
CHANNEL HAS ITS OWN ASSOCIATED
COSTS
SA
LESFO
RC
E‘S
TRA
NSA
CTIO
NC
OST
InvestigationLead Generation
ConsiderationProspecting
SelectionNegotiation & Close
PurchaseFulfillment
UseSupport, Service &
Care
LoyaltyRetention, Cross & up
Sale
Sale
s Fo
rce
Val
ue
add
ed
Res
elle
rsV
olu
me
Dis
trib
uto
rsIn
tern
et
Co
st o
f Sa
le
AwarenessBranding
AdvocacyWOM / Referral
Cal
l Cen
ter
$100 $100 $100 $100 $100 $100 $100 $100
Total Cost Per Sales Transaction: $800
INTEG
RA
TEDM
AR
KETIN
GC
HA
NN
ELS
InvestigationLead Generation
ConsiderationProspecting
SelectionNegotiation & Close
PurchaseFulfillment
UseSupport, Service &
Care
LoyaltyRetention, Cross & up
Sale
Sale
s Fo
rce
Val
ue
add
ed
Res
elle
rsV
olu
me
Dis
trib
uto
rsIn
tern
et
Co
st o
f Sa
le
AwarenessBranding
AdvocacyWOM / Referral
Cal
l Cen
ter
$100$100 $100 $100
$50
$5
$10
$5
Total Cost Per Sales Transaction: $470
STEPS TO:
INTEGRATE MULTIPLE CHANNELS INTO
ONE CUSTOMER RELATIONSHIP CYCLE.
CH
AN
NEL
MIX
CHANNELS IN A MIX JUST COEXIST, EACH
PROVIDING A DIFFERENT ROUTE TO
CUSTOMERS.
CH
AN
NEL
REV
ENU
E
FROM VERTICAL-MARKETS REVENUE
FORECAST TO DISTRIBUTION-BASED
REVENUE FORECAST
INTEG
RA
TEC
HA
NN
ELS
SELECT THE LOWEST-COST CHANNEL
WHICH CAN ADEQUATELY
ACCOMPLISH A TASK
MA
JOR
RO
I
DOUBLE DIGIT REVENUE GROWTH AND THE SLASHING, AT A MINIMUM, OF
10 TO 15 PERCENT OF SELLING COSTS – ABSOLUTELY REALISTIC
RESULTS THAT HAVE BEEN ACHIEVED CONSISTENTLY BY THE COMPANIES
THAT HAVE BECOME SERIOUS ABOUT GO-TO-MARKET INNOVATION.
LAWRENCE FRIEDMAN, GO-TO-MARKET STRATEGY
NO ONE REACHED TO GREATNESS JUST
BY THINKING
ACT!DO SOMETHING, ANYTHING!
START THE CONVERSATION & UNCOVER MANY REAL OPPORTUNITIES THAT MAY HAVE BEEN PREVIOUSLY HIDDEN IN PLAIN SIGHT.
CPSPHERE IS AN INNOVATIVE MANAGEMENT CONSULTING FIRM, FOCUSED ON STRATEGIC SALES AND
MARKETING AND ITS HANDS-ON EXECUTION. RESULTING IN INCREASED SALES AND IMPROVED PROFITS.
WWW.CPSPHERE.COM | 310.645.0707 | GROWTH@CPSPHERE.COM
5777 W. CENTURY BLVD. SUITE 1250, LOS ANGELES, CA 90045
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