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product & service

product & service

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product & service

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  1. product & service APC manifesto Creating unique Internet tools for civil society.

  2. theenvironment • cheap dial up • free hosting • many NGOs online • easy development

  3. Why APC? Unique. Civil society. • Services. Internet.

  4. examples: • lobbying • fundraising • organising • volunteering • solidarity • democracy ... of unique civil society desires & needs.

  5. Unique Civil Society Internet Services • ... can meet these needs.

  6. Unique Civil Society Internet Services • ... a real opportunity for APC. =

  7. Unique Civil Society Internet Services • ... our killer SEP. =

  8. Unique Civil Society Internet Services • ... attaining civil society goals. =

  9. Unique Civil Society Internet Services • ... sustainability for APC members. =

  10. Unique Civil Society Internet Services • ... foundations of an alternative media system. =

  11. What’s good ... • ... in a civil society Internet service.

  12. Unlike anything offered by the commercial Internet industry. 1

  13. example:online lobbying tools 1

  14. Designed specifically to address NGO needs and desires. 2

  15. example:su training on internet campaigns 2

  16. Easy to integrate with other APC products and services. 3

  17. example:conferences and NGO virtual office 3

  18. Integrally woven into the 'people network' which makes up the APC and each node. 4

  19. example:labournet or womensnet online community 4

  20. Easy to replicate over and over again. 5

  21. example:database-driven action applications 5

  22. 3 categories • value added products • development and support services • traditional internet services

  23. value added • extra or special features which make a product or service more valuable

  24. value added • extra or special features which make a product or service more valuable

  25. value added products • standardised and easy to replicate

  26. examples • action applications • civil society conferences • NGO virtual office • online su training • online fundraising • online communities .... of value added products

  27. why? • internet + NGO processes • unlimited number of users • low cost solutions • tools = content .... of value added products

  28. why not? • harder than services • no betas • marketing is key .... of value added products

  29. where’s $ come from? • tool accounts • content accounts • publishing tools / publicity • transaction fees .... for value added products

  30. development &support services • one time / project based delivery to meet specific needs

  31. examples • site development • face-to-face training • communications consulting • content facilitation • custom documentation .... of development & support services.

  32. why? • meeting individual needs • capacity building • perpetual R&D • relationships and trust • perpetual feedback • good money for good works .... of development & support services.

  33. why not? • more work = more staff • bad service = big impacts • treating products like projects .... of development & support services.

  34. traditional internet products & services • the stuff everyone else is offering

  35. examples • dial-up • www hosting • ecommerce hosting • LAN support • connection software • basic training ... traditional Internet products & services.

  36. why? • platform for unique services • customer perception • customer expectation • customer contact • cash flow ... traditional Internet products & services.

  37. why not? • decreased confidence • dial up = value added? • service quality • misdirected resources • technical perception ... traditional Internet products & services.

  38. outsourcing have a clear contract

  39. outsourcing include penalties for poor service

  40. outsourcing share financial risks if possible

  41. outsourcing keep control of all customer contact and make sure it pays

  42. building • unique internet services for civil society dreaming ~ ~ marketing

  43. building clarity difference • desire dreaming ~ ~ marketing NGO-specific

  44. product profiles • clearly describing a product or service • for yourself • and your client communities

  45. product profiles • 1. Product Name • 2. What is (product name)? • 3. Who would use (product name)? • 4. How is (product name) provided? • 5. Features and benefits • 6. Pricing

  46. products profiles • 1. Strategic Importance • 2. Pricing Details • 3. Conditions of Sale

  47. products profiles

  48. product differentiation • assessing the uniqueness of • your products and services

  49. product differentiation • product criteria • organizational criteria • market criteria

  50. product differentiation