1. Introduction
1.1. Purpose
1.1.1. This document describes our Go To Market Plan for LivePerson in the Benelux and Nordics.
1.2. Stakeholders * LivePerson * ISV partners like IBM, Hybris or Demandware * Influencers * VAR's, BPO's, SI's, Consulting Partners,
1.3. Project Team - David Wise [Director Channels EMEA] Marco Reinhoudt [Channel Manager Benelux & Nordics] - Lindy Ullrich - Andy
1.4. Related Documents
1.5. Author(s) - Marco Reinhoudt
1.6. Sign-Off List
1.6.1. Training
1.6.2. Channels
1.6.3. International
1.6.4. Public Sector
1.6.5. Sales
1.6.6. Marketing Communications
1.6.7. Product Management
2. Executive Summary
2.1. Customer and Market Analysis
2.2. Service Offer Definition LivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice and content delivery at the right time, through the right channel, including websites, social media and mobile devices. This "intelligent engagement" is driven by real-time behavioural analytics, the intent and value of the visitor producing meaningful connections based on a true understanding of business objectives and customer needs.
2.3. Revenue Forecast and Financial Analysis
2.4. Sales Execution Plan
2.5. Go-To-Market Strategy
3. Plan
3.1. Market Analysis
3.1.1. Situational Analysis / Drivers
3.1.1.1. What is driving us to do this?
3.1.1.2. SWOT Analysis
3.1.1.2.1. Strengths
3.1.1.2.2. Weaknesses
3.1.1.2.3. Opportunities
3.1.1.2.4. Threats
3.1.1.3. Customer Findings - What have we learned from customers?
3.1.2. Competitive Analysis
3.1.2.1. Do we have competitors and threats in these target markets with the proposed offerings?
3.1.2.2. What are our competitors doing and how are they positioning?
3.1.2.3. How do we position against each competitor?
3.1.3. Target Customer(s)
3.1.3.1. Buyer Profile
3.1.3.1.1. Title
3.1.3.1.2. Industry
3.1.3.1.3. Geography
3.1.3.1.4. Business Size
3.1.3.2. Influencer Profile
3.1.3.3. User Profile
3.1.3.4. What do customers want and need?
3.1.3.5. What business problems do each of these customers have?
3.1.4. Customer Segmentation
3.1.4.1. Which customers or sets of customers do we sell to?
3.1.4.2. What are the target market segments that we want to go after?
3.1.4.3. What are the distinct problems for each segment of the market?
3.1.5. Total Available Market
3.1.5.1. New Prospects
3.1.5.1.1. How much of each target segment have we penetrated?
3.1.5.1.2. How much opportunity is available in each target segment?
3.1.5.2. Existing Customers
3.1.5.2.1. Can we up-sell existing customers?
3.2. Offer Definition
3.2.1. Service Offer
3.2.1.1. What are we selling?
3.2.1.2. Product Definition
3.2.1.3. Pricing
3.2.1.4. Packaging
3.2.1.5. Positioning
3.2.2. Value Proposition
3.2.2.1. What is the Value Proposition to the Customer?
3.2.2.2. What pain are we solving?
3.3. Financial Analysis
3.3.1. Revenue Forecasts
3.3.1.1. Revenue and P&L Forecast (5 Years)
3.3.1.2. Revenue should be split out quarterly
3.3.2. Cost Analysis
3.3.2.1. Should include a description of the costs in entering this business and profitability analysis
3.3.3. Profitability Analysis
3.3.3.1. P&L for the offer to include gross margin, net income and break even analysis.
3.4. Sales Execution Plan
3.4.1. Sales Strategy
3.4.1.1. Direct Sales Strategy
3.4.1.2. Inside Sales Strategy
3.4.1.3. Channel Sales Strategy
3.4.2. Partner Strategy
3.4.2.1. Channel Strategy
3.4.2.1.1. What 3rd party channels should we consider for reselling this service?
3.4.2.2. Technology Partnerships
3.4.2.2.1. What technology vendors (if any) do we need to work with to execute on this plan?
3.4.2.3. Solutions Partners
3.5. Go-To-Market Strategy
3.5.1. Positioning & Messaging
3.5.1.1. What is the key messaging and positioning for the service offer? (Pain, alternatives, solution)
3.5.1.2. How do we communicate internally?
3.5.1.3. How do we communicate externally?
3.5.2. Promotion Strategy
3.5.2.1. Marketing Programs (Installed base versus new prospects)
3.5.2.2. Advertising (Publications, etc.)
3.5.2.3. Analyst Relations (Target Analysts)
3.5.2.4. Public Relations
3.5.2.5. Events (Trade shows, SEO/SEA, Seminars)
3.5.2.6. Webinars
3.5.3. Demand Generation & Lead Qualification
3.5.3.1. How do we generate and qualify new leads for the target offer?
3.5.3.2. Prospect Lists
3.5.3.3. Key Questions to Ask
3.5.3.4. Sales Collateral
3.5.3.5. Presentations
3.5.3.6. Data Sheets
3.5.3.7. White Papers
3.5.3.8. ROI Tools
3.5.3.9. Other Sales Tools (web site, etc.)
3.6. Measure and Improve
3.6.1. Numbers, budget, waterfall, break-even (cost>leads>trials>deals)
3.6.2. Sales Programs
3.6.3. Accelerated Learning Strategy, Controls, Metrics
3.6.4. Include feedback loops
3.6.5. Include financial metrics (definition of success)
3.6.6. Pipeline reports, etc…
3.7. Other Considerations
3.7.1. M&A?
3.7.2. Risk Analysis & Mitigation