1. HOSTING BEST PRACTICES SELLING HOSTED SERVICES Marcel van der Heijden EMEA Solution Sales Manager marcelvh@microsoft.com

2. What is a Hosting Best Practice?

3. What is a Best Practice?

4. Where sits the value of your company?

5. Some Best Practice Examples How YOU can EXECUTE them!

6. Helping Hosting Partners Succeed Microsoft Commitment in Partner Success –Market research –SilverLight demo’s –Sales Toolkits –Playbooks –Go-To-Market Support Business Support Partner ecosystem –Pilots and Innovation –BDS – Business Design Session –Sales Training –Sales Design Workshops –(Web) marketing services –Strategy Consulting

7. MURAL CONSULTING Business Support Partner

8. The Web has fundamentally changed the way that customers engage with businesses, products and communities Customer engagement – deep involvement with your brand and products – is made possible, and more complex, by this shift in customer behavior Based on this belief and our experience, Mural has created the Web-Centric Customer Lifecycle framework as the foundation of what we do. Customer Engagement Marketing What makes Marketing different today? Copyright © 2008 Mural Belief Web-Centric Customer Lifecycle Framework Customer Engagement Marketing SearchFindQualifyTryOrder Activate & Engage ManageUp-sellSupportRefer Overinvestment Underinvestment

9. Expertise – What can Mural DO? Mural Consulting have developed a framework to help you map the way you have organized you customer life cycle Focus on the online experience, but not exclusively Experience engaging hundreds of service providers Tools to help you execute Research, Planning and Persona Definition Digital Marketing Graphic Design Targeted Advertising User Interface and User Experience Design Integrated Campaign Management, Monitoring and Dashboards Customer Activation and Support Technical Development Copyright © 2008 Mural

10. Example – Quest, USA Online Order System –UI and UX Design –Technical Development –Customer and Administrator Interfaces SMB Web Site Redesign –UI and UX Design –Technical Integration Online sales increased 200% at Quest after improving the online order process Other example: Online order process dropout rate decreased 90% after re- engineering and re- implementing of the process Copyright © 2008 Mural

11. B2BALIVE Business Support Partner

12. How it all Started… Tasks –Run a trial –Set a Benchmark for up sell performance –Write-up lessons learned in a “Best Practices Playbook” Find out –Can telesales channel effectively be used for up-selling? –What is potential Cost of Acquisition? –Which telesales model is viable for hosting companies? Service providers are telling us –Telesales underutilized resource –Outsourcing Telesales: bad experiences –In-sourcing Telesales: perceived too high risk –Preference: Automated sales processes –SMBs buying premium hosting services require relatively high-touch, consultative sell by “trusted advisor”

13. It evolved into this….

14. Customer Experience Management is a Sales Weapon Exceptional customer service has a high impact on customer Loyalty Customer loyalty has a positive impact on financial outcomes: Customer spend Customer referrals = Sales

15. 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 Customer Experience Map – it is about choices Source: Lior Arussy

16. Surprise customers consistently with “WOW” Experiences Why? Only WOW experiences help you create LOYAL customers, and… Achieve 10%-20% sales conversion

17. If you create “Never Again” Experiences… For every 1 unhappy customer you create… …there are 26 other unhappy customers who say nothing. And of those 26, 24 will leave.” Source: U.S. Office of Consumer Affairs

18. Main Campaign Success Criteria

19. Prepare & Execute Campaigns(2)(3) (5) (1) (4)(6)

20. Sales Execution - Agent Management(1)(2) (6)(5) (3) (4)

21. What b2balive can do for you 10%-20% Sales ConversionYour Project Management Partner for cross & up sell campaigns with: 10%-20% Sales Conversion Expert in: –Sales Campaign Design, Preparation & Execution –Sales agent selection, training & coaching –Managing outsourced call centers –Workshops Outbound Sales Campaign Blueprinting Campaign Project Planning –Services Campaign Project Management Agent selection & training B.I. & database services –SaaS Solutions Telesales call support tools Real-time sales performance cockpits Psycho-metric assessment tool for (tele)sales teams

22. “How To” For the “How To” Read: “Outbound Sales Playbook – Hosted Exchange” Download the Playbook from the Hosting Competency section on the Microsoft Partner Program Portal: https://partner.microsoft.com/global/progra m/competencies/mspphostingsolutions and look in the Sales and Marketing Resources section. https://partner.microsoft.com/global/progra m/competencies/mspphostingsolutions Rutger Pekelharing Mail: r.pekelharing@b2balive.eur.pekelharing@b2balive.eu Mobile: +31(653)494521 Raoul Kloppenborg Mail: r.kloppenborg@b2balive.eur.kloppenborg@b2balive.eu Mobile: +31(654)320340

23. IN CONCLUSION

24. Continuous Investment from Microsoft to help you improve your business If any of the examples appeal to you – let us know and we’ll connect you with the right partner If you have a business issue let us know Be aware of tools and resources we have If we don’t have them, can we cooperate to develop them?

25. THANK YOU