May 28, 2007

Four Types of Opportunities

When implementing collaborative or social applications within the enterprise, four scenarios emerge where you can provide service.

Education Opportunity: A customer has never heard of collaborative or social software, what the functional purpose is, or the value created with collaborative software. Here we have an educational gap that can be addressed with presentations, white papers, executive overviews, newsletter additions, and other marketing efforts.

Demonstration Opportunity: The customer has heard of collaborative and social software but hasn’t taken the time to investigate the value-add to the group. Here, we have utility concerns that need to be addressed by demonstrating the features, functionality, and value of the application. Ideally, you have a collection of customers that are already utilizing the software which will also help overcome the fears people have in trying something new.

Online Opportunity: The customer wants to get engaged with collaborative software but wants to do it themselves. Here, you want a robust and complete online client-support environment that is easy to use and guides the user through the various business processes. Online support may include tutorials, one-page tip sheets, communities of practice, and practice areas.

Service Opportunity: The customer likes what they see and would like to get help and consult with an experienced collaborative professional. Here, you get to not only set the end user through the procurement and utility stages; you also get to provide additional services that may be of value to the customer. Services such as setup, configuration, best practices, coaching sessions, and cross-selling other collaborative products offer up the perfect opportunity.

In many cases, one leads to another. The main idea is to be able to recognize that you see these and addressing, not with some cookie cutter approach, but one that addresses their basic concerns.

Posted by Todd at May 28, 2007 2:34 PM

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