Hello all, I recently downloaded a market research report from Voiplogic. I'm sure that some of you know that they are a wholesale application service provider that sells class 4 and 5 services to service providers. I found the report pretty enlightening (and free). You just need to take a survey to get it. I would be interested to see what others in this group think about the state of Hosted PBX, UC, UCaaS, etc. Some of the major bullet points are listed in VoipLogic's press release: http://www.voiplogic.com/dec-1-2015-2015-voip-service-providers-market-resea... along with the link to the survey. I would like to actually see what Peter Rad, thinks of the sales stuff in the report. In particular this statement: *"Low touch sales methods ? primarily web-based selling ? are dropping while high touch sales methods such as Direct and through Value-Added Resellers ? are growing. This is, in turn, increases the cost of customer acquisition. That Service Providers appear to perceive value from the personal assistance of direct sales and customer service support may be explained by the increasing complexity of Unified Communication and Collaboration."* I'm wondering if others see the same trend? it just seems to go against another figure in the report that states that price is the most important factor in sales and marketing success. I don't see how you can be a solution sales organization and still think that price is the most important thing. anyway, it was by and large good read with a lot of information. Shri
I can't speak to "trends," but I have run two hosted PBX companies where we employed only the high-touch sales and engineering model. This makes acquisition cost high, but attrition/churn cost has been nil. If you truly engage the customer and give them something that fits them perfectly, that they never have to think about, they simply will not look elsewhere. The type of customer that buys online will leave you to save $1/phone as soon as he sees a web ad promising that. On Thu, Dec 3, 2015 at 3:48 PM, Shripal Daphtary <shripald at gmail.com> wrote:
Hello all,
I recently downloaded a market research report from Voiplogic. I'm sure that some of you know that they are a wholesale application service provider that sells class 4 and 5 services to service providers. I found the report pretty enlightening (and free). You just need to take a survey to get it.
I would be interested to see what others in this group think about the state of Hosted PBX, UC, UCaaS, etc.
Some of the major bullet points are listed in VoipLogic's press release:
http://www.voiplogic.com/dec-1-2015-2015-voip-service-providers-market-resea... along with the link to the survey.
I would like to actually see what Peter Rad, thinks of the sales stuff in the report. In particular this statement:
*"Low touch sales methods ? primarily web-based selling ? are dropping while high touch sales methods such as Direct and through Value-Added Resellers ? are growing. This is, in turn, increases the cost of customer acquisition. That Service Providers appear to perceive value from the personal assistance of direct sales and customer service support may be explained by the increasing complexity of Unified Communication and Collaboration."*
I'm wondering if others see the same trend? it just seems to go against another figure in the report that states that price is the most important factor in sales and marketing success. I don't see how you can be a solution sales organization and still think that price is the most important thing.
anyway, it was by and large good read with a lot of information.
Shri
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
I couldn't agree more Carlos. You NAILED it. I, too, have found this to very true. Customer Service!!! Remove all misconceptions in the beginning. Kidd On Thu, Dec 3, 2015 at 3:57 PM, Carlos Alvarez <caalvarez at gmail.com> wrote:
I can't speak to "trends," but I have run two hosted PBX companies where we employed only the high-touch sales and engineering model. This makes acquisition cost high, but attrition/churn cost has been nil. If you truly engage the customer and give them something that fits them perfectly, that they never have to think about, they simply will not look elsewhere. The type of customer that buys online will leave you to save $1/phone as soon as he sees a web ad promising that.
On Thu, Dec 3, 2015 at 3:48 PM, Shripal Daphtary <shripald at gmail.com> wrote:
Hello all,
I recently downloaded a market research report from Voiplogic. I'm sure that some of you know that they are a wholesale application service provider that sells class 4 and 5 services to service providers. I found the report pretty enlightening (and free). You just need to take a survey to get it.
I would be interested to see what others in this group think about the state of Hosted PBX, UC, UCaaS, etc.
Some of the major bullet points are listed in VoipLogic's press release:
http://www.voiplogic.com/dec-1-2015-2015-voip-service-providers-market-resea... along with the link to the survey.
I would like to actually see what Peter Rad, thinks of the sales stuff in the report. In particular this statement:
*"Low touch sales methods ? primarily web-based selling ? are dropping while high touch sales methods such as Direct and through Value-Added Resellers ? are growing. This is, in turn, increases the cost of customer acquisition. That Service Providers appear to perceive value from the personal assistance of direct sales and customer service support may be explained by the increasing complexity of Unified Communication and Collaboration."*
I'm wondering if others see the same trend? it just seems to go against another figure in the report that states that price is the most important factor in sales and marketing success. I don't see how you can be a solution sales organization and still think that price is the most important thing.
anyway, it was by and large good read with a lot of information.
Shri
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
-- Kidd Filby 661.557.5640 (C) http://www.linkedin.com/in/kiddfilby
Couldn?t agree more. That has been our approach since day 1 many years ago. It wasn?t the most popular approach here at the company but we (those arrogant engineers) stood firm on this approach and I can tell you that over the last 12-18 months we?ve seen a huge jump in the numbers on HPBX & SIP Trunking. Efficient project management from the moment the order is signed is key? --------------------------- Brian J Murray Director, Network Engineering Transbeam, Inc. From: VoiceOps [mailto:voiceops-bounces at voiceops.org] On Behalf Of Carlos Alvarez Sent: Thursday, December 03, 2015 5:57 PM To: VoiceOps at voiceops.org Subject: Re: [VoiceOps] VoIP Service Providers Market Research report I can't speak to "trends," but I have run two hosted PBX companies where we employed only the high-touch sales and engineering model. This makes acquisition cost high, but attrition/churn cost has been nil. If you truly engage the customer and give them something that fits them perfectly, that they never have to think about, they simply will not look elsewhere. The type of customer that buys online will leave you to save $1/phone as soon as he sees a web ad promising that. On Thu, Dec 3, 2015 at 3:48 PM, Shripal Daphtary <shripald at gmail.com<mailto:shripald at gmail.com>> wrote: Hello all, I recently downloaded a market research report from Voiplogic. I'm sure that some of you know that they are a wholesale application service provider that sells class 4 and 5 services to service providers. I found the report pretty enlightening (and free). You just need to take a survey to get it. I would be interested to see what others in this group think about the state of Hosted PBX, UC, UCaaS, etc. Some of the major bullet points are listed in VoipLogic's press release: http://www.voiplogic.com/dec-1-2015-2015-voip-service-providers-market-resea... along with the link to the survey. I would like to actually see what Peter Rad, thinks of the sales stuff in the report. In particular this statement: "Low touch sales methods ? primarily web-based selling ? are dropping while high touch sales methods such as Direct and through Value-Added Resellers ? are growing. This is, in turn, increases the cost of customer acquisition. That Service Providers appear to perceive value from the personal assistance of direct sales and customer service support may be explained by the increasing complexity of Unified Communication and Collaboration." I'm wondering if others see the same trend? it just seems to go against another figure in the report that states that price is the most important factor in sales and marketing success. I don't see how you can be a solution sales organization and still think that price is the most important thing. anyway, it was by and large good read with a lot of information. Shri _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org<mailto:VoiceOps at voiceops.org> https://puck.nether.net/mailman/listinfo/voiceops
A bunch of scattered thoughts on the subject o Hosted VoIP/HPBX/UCaaS in the USA: The state of VoIP is that most of it is SIP trunking. Cable has the lion's share and that is all trunks. XO and Windstream - 2 big Broadsoft shops - have over 1 million SIP trunks. It has been slow going. Over 10 years and 2000+ Hosted VoIP providers and less than 25% of the market. You can't point to the whole market and say: low price or high touch. The market is highly segmented. Under 10, Under 20, under 50, under 75, under 150, under 250, 500, 500+ The main conflict: we sell telecom as a replacement for less money (hence, SIP trunks). And people want what they have but cheaper; hence, SIP trunks. Hence, cable's dominance. HPBX/UCaaS is selling business process change -- and people hate change! BAM! The obstacle that prevents sales. Another point: Under 50 buys primarily by price UNLESS there is a relationship and they can't be hand held. Mid-market wants managed, managed, managed. Enterprise wants integration. Well, now we are seeing even 4 person Allstate shops that want integration. The reason we have skipped UM and went to HPBX, which lost favor quickly and jumped to UC -- we needed a bigger bundle to actually get them to buy. Now it is Workflow or Business Process as a Service that they are looking for. You can sell this 2 ways: cheaper or high touch solution. Most of the people buying right now already have HPBX/UC! They don;t like the outcome of the service that they had. If they have OTT, they blame the ITSP, not the crappy Frontier DSL or the TWC blocked ports. If they had a BSFT, it was probably deployed wrong, they got no great outcomes from owning it and a lack of training. One thing is to have a Brand because people associate a Brand (capital B) with Trust. Without a Brand, you have to build Trust by educating the customer on what it will be like to own that phone system from they day they sign the deal. On the customer acquisition: in the US, CA costs are high. PPC rates are high. Good salespeople are expensive. Channel partners want a recurring commission. And price is sensitive -- or so people believe. Price is all over the place. I haven't seen a deal rejected for price. I have seen deals get rejected for integration, lack of HIPAA/HITECH BAA, poor fax solution. That's just me and my opinion. Want more? Get my 2015 Hosted PBX Market Report: http://www.onradsradar.com/2015/09/2015-hosted-pbx-market-overview.html Or read my blog every day: http://rad-info.net Thank you. Regards, Peter Radizeski RAD-INFO, Inc. 813.963.5884 http://rad-info.net On 12/3/2015 5:48 PM, Shripal Daphtary wrote:
Hello all,
I recently downloaded a market research report from Voiplogic. I'm sure that some of you know that they are a wholesale application service provider that sells class 4 and 5 services to service providers. I found the report pretty enlightening (and free). You just need to take a survey to get it.
I would be interested to see what others in this group think about the state of Hosted PBX, UC, UCaaS, etc.
Some of the major bullet points are listed in VoipLogic's press release: http://www.voiplogic.com/dec-1-2015-2015-voip-service-providers-market-resea... along with the link to the survey.
I would like to actually see what Peter Rad, thinks of the sales stuff in the report. In particular this statement:
/"Low touch sales methods ? primarily web-based selling ? are dropping while high touch sales methods such as Direct and through Value-Added Resellers ? are growing. This is, in turn, increases the cost of customer acquisition. That Service Providers appear to perceive value from the personal assistance of direct sales and customer service support may be explained by the increasing complexity of Unified Communication and Collaboration."/
I'm wondering if others see the same trend? it just seems to go against another figure in the report that states that price is the most important factor in sales and marketing success. I don't see how you can be a solution sales organization and still think that price is the most important thing.
anyway, it was by and large good read with a lot of information.
Shri
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
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participants (5)
-
bmurray＠transbeam.com -
caalvarez＠gmail.com -
kiddfilby＠gmail.com -
peter＠4isps.com -
shripald＠gmail.com