MOST Analysis

Mission Statement

Our first module introduces participants to the fundamental shifts in requirements and consumption patterns in technology acquisition and utilization by modern businesses. It explains how the need for agility to keep pace with change and the desire for reduced risk as well as improved cash flow from staged payment plans has driven the “as-a-service” consumption model. It describes the requirements of potential customers for technology suppliers to go beyond selling high quality products and services and instead to focus on selling outcomes. It provides participants with the tools to determine these impacts on their own business and invites them to consider the relevancy of these shifts to themselves and their customers and prospects.

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Objectives

01. Traditional Business Consumption of Technology: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
02. Modern Business and Technology Consumption – The Need for Agility: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
03. Modern Business and Technology Consumption – The New Sales Cycle: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
04. Innovation: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
05. An Architectural Approach to Technology: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
06. Vision and Mission: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
07. The Business Model Canvas: departmental SWOT analysis; strategy research & development. 1 Month
08. Customer Requirement – The Challenge: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
09. Customer Requirement – The Response: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
10. Outcomes: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
11. Objectives: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
12. Managing Risk: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month

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Strategies

01. Traditional Business Consumption of Technology: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
02. Modern Business and Technology Consumption – The Need for Agility: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
03. Modern Business and Technology Consumption – The New Sales Cycle: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
04. Innovation: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
05. An Architectural Approach to Technology: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
06. Vision and Mission: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
07. The Business Model Canvas: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
08. Customer Requirement – The Challenge: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
09. Customer Requirement – The Response: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
10. Outcomes: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
11. Objectives: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
12. Managing Risk: Each individual department head to undertake departmental SWOT analysis; strategy research & development.

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Tasks

01. Create a task on your calendar, to be completed within the next month, to analyze Traditional Business Consumption of Technology.
02. Create a task on your calendar, to be completed within the next month, to analyze Modern Business and Technology Consumption – The Need for Agility.
03. Create a task on your calendar, to be completed within the next month, to analyze Modern Business and Technology Consumption – The New Sales Cycle.
04. Create a task on your calendar, to be completed within the next month, to analyze Innovation.
05. Create a task on your calendar, to be completed within the next month, to analyze An Architectural Approach to Technology.
06. Create a task on your calendar, to be completed within the next month, to analyze Vision and Mission.
07. Create a task on your calendar, to be completed within the next month, to analyze The Business Model Canvas.
08. Create a task on your calendar, to be completed within the next month, to analyze Customer Requirement – The Challenge.
09. Create a task on your calendar, to be completed within the next month, to analyze Customer Requirement – The Response.
10. Create a task on your calendar, to be completed within the next month, to analyze Outcomes.
11. Create a task on your calendar, to be completed within the next month, to analyze Objectives.
12. Create a task on your calendar, to be completed within the next month, to analyze Managing Risk.

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Introduction

Technology vendors and other complex service providers are increasingly aware of the critical importance of guiding customers beyond the pre-sales journey into value realization. By providing Customer Success Management services, suppliers increase the overall ROI for their clients whilst simultaneously reducing time to value (TTV). In doing so, the technology provider enhances the customer relationships, reduces churn, increases NRR (net revenue retention) and sets themselves on a path for maximum revenue growth. My program provides a clear, process-driven methodology for researching, planning, and implementing a Customer Success Management strategy, and managing that strategy through to the attainment of measurable results.

The history of customer’s needs

The history of customer needs in the technology services industry has been shaped by advancements in technology, changing market dynamics, and evolving customer expectations. Let’s explore the key milestones and shifts in customer needs over time:

Early Computing Era (1940s-1950s)

During this period, the technology services industry was in its nascent stage, primarily serving large organizations and governments. Customers had limited access to computing resources, and their needs revolved around data processing, scientific calculations, and military applications. Key customer requirements included reliable hardware, efficient processing capabilities, and technical expertise to operate and maintain these early computing systems.

Mainframe and Minicomputer Era (1960s-1970s)

Source: Medium

With the advent of mainframe and minicomputer systems, computing services expanded to more industries. Businesses sought computing power for tasks like payroll processing, inventory management, and scientific research. Key customer needs during this era included faster processing speeds, improved storage capacities, and reliable software solutions to automate business processes. Customers also required support for custom software development and maintenance.

Personal Computer Revolution (1980s-1990s)

Source: History Extra

The introduction of personal computers (PCs) during this era brought computing power to individuals and small businesses. Customers sought affordable computing devices for personal productivity, educational purposes, and entertainment. Key customer needs included user-friendly interfaces, software applications for various tasks (e.g., word processing, spreadsheets), and connectivity options (e.g., modems for dial-up internet access).

Internet and Digital Age (1990s-2000s)

The widespread adoption of the internet transformed customer needs in the technology services industry. Customers increasingly required online connectivity, email services, and web-based applications. E-commerce emerged as a significant customer need, leading to demands for secure online transactions, reliable online shopping experiences, and efficient supply chain management systems. Additionally, customers sought faster internet speeds, broadband connectivity, and mobile computing solutions.

Mobile and Smart Devices (2000s-2010s)

Source: Architectural Digest

The proliferation of smartphones, tablets, and other smart devices reshaped customer needs in the technology services industry. Customers demanded mobile applications, responsive web design, and seamless experiences across multiple devices. The focus shifted to mobility, convenience, and personalization. Cloud computing services also gained popularity, allowing customers to store data, access applications, and collaborate across devices and locations.

Digital Transformation and Data-driven Insights (2010s-2020s)

As organizations embraced digital transformation, customer needs evolved to leverage data and gain actionable insights. Customers sought technology services that could collect, store, process, and analyze large volumes of data. They required advanced analytics tools, artificial intelligence (AI) capabilities, and machine learning algorithms to extract meaningful insights, enhance decision-making, and drive business growth. Security and privacy concerns also became critical customer needs, considering the increasing frequency of data breaches and cyber threats.

Shift to Cloud Computing and SaaS (Software as a Service)

Source: Analytics Insight

In recent years, customers have increasingly shifted their focus towards cloud computing and SaaS solutions. They seek scalable and cost-effective services that can be accessed remotely without the need for extensive on-premises infrastructure. Customers value flexibility, easy deployment, and seamless integration with existing systems. Additionally, they expect continuous software updates, reliable performance, and robust data backup and recovery options.

These milestones highlight the changing landscape of customer needs in the technology services industry. As technology continues to advance, customer demands will further evolve, with a growing emphasis on areas like artificial intelligence, machine learning, internet of things (IoT), cybersecurity, and sustainable and green IT solutions. Understanding and adapting to these evolving customer needs is crucial for technology service providers to remain competitive and meet the expectations of their clients.

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How Customer’s needs have changed over time

The technology services industry encompasses a wide range of services, including software development, IT consulting, cloud computing, cybersecurity, data analytics, and more. Customer needs in this industry have indeed evolved over time. Here are some key changes:

Digital Transformation

Source: eDesk

As technology has become increasingly central to businesses, customers now seek technology services that enable digital transformation. They want to leverage technology to streamline operations, enhance customer experiences, and gain a competitive edge. This has led to increased demand for services like cloud computing, data analytics, and automation.

Digital transformation refers to the integration of digital technologies into all aspects of a business, fundamentally changing how it operates and delivers value to customers. It involves leveraging technology to improve business processes, enhance customer experiences, and drive innovation. The following aspects are worth considering:

• Streamlined Operations: Technology services are sought after to streamline and automate business operations. This includes implementing enterprise resource planning (ERP) systems, customer relationship management (CRM) software, and supply chain management solutions. These technologies help optimize processes, reduce manual efforts, and improve overall efficiency.

• Enhanced Customer Experiences: Digital transformation is driven by the desire to provide exceptional customer experiences. Technology services are leveraged to build intuitive websites and mobile applications, offer personalized recommendations, and enable seamless omnichannel interactions. This involves employing technologies such as customer data platforms (CDPs), chatbots, and data analytics to gain insights into customer behavior and preferences.

• Innovation and New Business Models: Digital transformation opens up new opportunities for innovation and the creation of new business models. Technology services are utilized to develop and launch new products and services, explore emerging technologies like blockchain or virtual reality, and capitalize on trends such as the sharing economy or subscription-based models. These services often involve collaboration between businesses and technology service providers to foster innovation and bring new ideas to life.

• Data-Driven Decision Making: Digital transformation emphasizes the use of data and analytics to drive decision-making processes. Technology services provide businesses with tools and platforms to collect, analyze, and derive insights from vast amounts of data. This includes implementing data warehouses, business intelligence (BI) tools, and machine learning algorithms. Data-driven decision making helps businesses understand market trends, customer preferences, and operational efficiencies, enabling them to make informed choices and stay ahead of the competition.

• Agility and Adaptability: Digital transformation also emphasizes the need for agility and adaptability. Technology services assist businesses in embracing flexible and scalable solutions that can quickly respond to market changes and customer demands. Cloud computing services, such as Infrastructure as a Service (IaaS) and Platform as a Service (PaaS), provide the necessary scalability, flexibility, and cost-efficiency to support digital transformation initiatives.

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Customization and Personalization

Source: www.linkedin.com

Today’s customers have diverse needs and preferences, and they expect technology services to be tailored to their specific requirements. Customization and personalization enable businesses to provide a more targeted and relevant experience. Here are some key aspects to consider:

• Tailored Solutions: Customers seek technology services that can be customized to meet their unique business needs. This involves u