The 2020 CX Report gathers trends on how business happens in the computational era by examining the tech stacks for marketing and products in the context of digital transformation.
Customer feels like
Customer’s company people feel like
Solution seller feels like
Solution seller (if maker-minded) feels like actually …
And then …
Solution seller’s people feel like offering what’s easier …
Customer is more than happy with a new Can of X
Hooray! You’ve solved a need and addressed the job:
Selling a replacement Can of X is all fine to do
But if you’re selling an ecosystem that sits behind the Can of X, then you’re in business!
The ecosystem route enables:
- Nonlinear LTV increases
- Continuing expansion revenue on top of recurring revenvue
- Successive degrees of lock-in
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