docs: Business Plan GBCM 2025-2028 consolidé - Vision métier, pricing, sections 01-13

business-plan-2025/05-service-offerings.md

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+# 5. SERVICE OFFERINGS
+
+## 5.1 Overview - 4 Piliers de Revenus
+
+GBCM LLC propose une offre sophistiquée en **4 piliers complémentaires**, permettant de servir différents segments de marché avec des niveaux d'engagement variés:
+
+```
+GBCM Service Portfolio
+
+┌─────────────────────────────────────────────────────────────┐
+│  TRANSFORM Programs (Transformation 12 mois)                │
+│  Prix: $8,997 - $59,997/an                                  │
+│  Target: Scale-ups & Growth SMBs                            │
+│  Revenue An 1: $70K (39%) │ An 3: $400K (47%)              │
+└─────────────────────────────────────────────────────────────┘
+
+┌─────────────────────────────────────────────────────────────┐
+│  ADVISORY Retainers (Consulting stratégique ongoing)        │
+│  Prix: $7,500 - $15,000/mois (min 6 mois)                  │
+│  Target: Scale-ups en transformation majeure                │
+│  Revenue An 1: $60K (33%) │ An 3: $300K (35%)              │
+└─────────────────────────────────────────────────────────────┘
+
+┌─────────────────────────────────────────────────────────────┐
+│  ACCELERATOR Intensives (Sprints 90 jours)                  │
+│  Prix: $25,000 par intensive                                │
+│  Target: Growth SMBs besoin résultats rapides               │
+│  Revenue An 1: $25K (14%) │ An 3: $75K (9%)                │
+└─────────────────────────────────────────────────────────────┘
+
+┌─────────────────────────────────────────────────────────────┐
+│  PLATFORM Membership (Self-serve subscription)              │
+│  Prix: $297/mois ou $2,970/an                               │
+│  Target: Entrepreneurs & self-directed learners             │
+│  Revenue An 1: $25K (14%) │ An 3: $75K (9%)                │
+└─────────────────────────────────────────────────────────────┘
+```
+
+**Stratégie de Portfolio**:
+- **Piliers 1-2**: High-ticket, high-touch, forte marge (70% du revenue)
+- **Piliers 3-4**: Mid-ticket scalable, acquisition pipeline (30% du revenue)
+- **Upsell Path**: Platform → Accelerator → Transform → Advisory
+
+---
+
+## 5.2 PILIER 1: TRANSFORM Programs
+
+### 5.2.1 Concept & Positionnement
+
+**Tagline**: "Transformation Business Complète sur 12 Mois"
+
+**Promesse**: Passer de chaos/plateau de croissance à entreprise structurée et scalable, avec méthodologie éprouvée, coaching exécutif, et communauté de pairs.
+
+**Durée**: 12 mois (vs 24 mois ancienne version)
+- Plus adapté au rythme business moderne
+- Permet renouvellement annuel vs engagement 2 ans
+- Crée urgence et focus exécution
+
+### 5.2.2 Les 3 Packages
+
+#### Package GROWTH - $8,997/an ($750/mois)
+
+**Positioning**: Entry-level pour entrepreneurs et petites SMBs ($1M-$3M revenue)
+
+**Inclus**:
+✅ **12 Ateliers Mensuels Online** (3h chacun)
+- Thèmes: Strategy, Marketing, Sales, Operations, Finance, Leadership, etc.
+- Format: 8-12 participants max (intimité + networking)
+- Live + enregistrements (flexibilité)
+
+✅ **AI Success Coach™ 24/7**
+- Chatbot intelligent formé sur méthodologies GBCM
+- Répond questions entre sessions
+- Accountability reminders
+- Progress tracking
+
+✅ **Resource Library**
+- 50+ modules on-demand
+- Templates & frameworks téléchargeables
+- Tools & checklists
+- Case studies
+
+✅ **Community Access**
+- Forum privé (Slack ou Circle)
+- Peer networking events trimestriels
+- Mastermind groups auto-organisés
+
+✅ **GBCM Scale Framework™ Lite**
+- Self-assessment tools
+- Roadmap template personnalisé
+- Quarterly reviews (groupe)
+
+**Pricing Rationale**:
+- $750/mois = Accessible pour PME
+- Équivalent 5-6h coaching traditionnel ($125-150/h)
+- Mais valeur bien supérieure (groupe + tech + ressources)
+
+**Target Volume**: 5-8 clients An 1, 15-20 An 3
+
+---
+
+#### Package SCALE - $23,997/an ($2,000/mois)
+
+**Positioning**: Premium tier pour growth SMBs ($3M-$15M revenue) sérieuses sur transformation
+
+**Inclus**: Tout GROWTH +
+
+✅ **Coaching 1-on-1 Mensuel** (2h/mois = 24h/an)
+- Sessions privées avec coach GBCM senior
+- Challenges spécifiques entreprise
+- Accountability personnalisée
+- Strategic sparring partner
+
+✅ **Quarterly Strategy Sessions** (Présentiel)
+- 1 jour/trimestre (4 jours/an)
+- Deep dive stratégique
+- Workshop intensif avec fondateur GBCM
+- Networking avec autres SCALE clients
+
+✅ **Custom Roadmap & OKRs**
+- Roadmap 12 mois personnalisé
+- OKRs trimestriels définis ensemble
+- Monthly tracking & course correction
+- Dashboards analytics personnalisés
+
+✅ **Priority Support**
+- Email/Slack response <4h ouvrables
+- Emergency calls (2/an si besoin critique)
+- Intro network GBCM (investors, partners, etc.)
+
+✅ **GBCM Scale Framework™ Full**
+- Implémentation complète 5 phases
+- Templates customisés pour industrie
+- Audit trimestriel progress
+
+**Pricing Rationale**:
+- $2,000/mois = Sweet spot SMB budget consulting
+- Équivalent 12-16h coaching/consulting traditionnel
+- ROI clair: Si aide augmenter revenue $200K+, 10x return
+
+**Target Volume**: 3-5 clients An 1, 15-20 An 3
+
+---
+
+#### Package TRANSFORM - $59,997/an ($5,000/mois)
+
+**Positioning**: VIP tier pour scale-ups ($10M-$50M revenue) en transformation majeure
+
+**Inclus**: Tout SCALE +
+
+✅ **Coaching Exécutif Intensif** (6h/mois = 72h/an)
+- 2 sessions × 3h/mois (profondeur maximale)
+- CEO + leadership team coaching
+- Strategic advisory board seat (informel)
+- Unlimited messaging access (Slack/Voxer)
+
+✅ **Team Workshops** (Jusqu'à 5 personnes incluses)
+- Leadership team alignment sessions (trimestrielles)
+- Department-specific workshops (Sales, Ops, etc.)
+- On-site facilitation (2x/an inclus, travel extra)
+- Custom program design
+
+✅ **Implementation Support Hands-on**
+- Consultant dédié participe exécution
+- Project management support
+- Vendor selection assistance
+- M&A prep / due diligence support (si applicable)
+
+✅ **VIP Perks**:
+- Annual executive retreat (2 jours off-site)
+- Priority scheduling (book anytime)
+- Spouse/partner welcome aux events
+- Lifetime alumni status (access réduit post-programme)
+
+✅ **All 3 Methodologies™ Full**
+- Scale Framework™
+- Digital Transformation Canvas™
+- Sustainable Leadership System™
+- Custom playbook créé pour entreprise
+
+**Pricing Rationale**:
+- $5,000/mois = Comparable boutique consulting retainer
+- Mais 12 mois ongoing vs projet 3-6 mois
+- Équivalent 30-40h consulting/mois traditionnel
+- ROI: Si scale $10M→$15M+ revenue, 50-100x return
+
+**Target Volume**: 1-2 clients An 1, 3-5 An 3
+
+---
+
+### 5.2.3 Delivery Model - Transform Programs
+
+#### Onboarding (Semaine 1)
+
+**Kick-off Call** (2h):
+- Welcome & platform orientation
+- Assessment complet entreprise (financials, operations, team, market)
+- Goal setting (SMART objectives 12 mois)
+- Custom roadmap draft
+
+**Platform Setup**:
+- Account creation & training
+- Calendar sync (ateliers, coaching calls)
+- Community introduction
+- Resource library tour
+
+**Deliverables**:
+- Personalized welcome packet (digital)
+- 12-month roadmap draft v1
+- OKRs Q1 defined
+- First action items assigned
+
+#### Ongoing Rhythm (Mois 2-12)
+
+**Monthly Cycle**:
+
+**Semaine 1**: Atelier thématique (3h live online)
+- Ex: "Strategic Planning", "Revenue Acceleration", "Team Building"
+- Teaching + exercises + peer discussion
+- Homework assigned
+
+**Semaine 2**: 1-on-1 Coaching (SCALE/TRANSFORM seulement, 2-6h)
+- Review progress depuis dernier mois
+- Problem-solving challenges actuels
+- Planning initiatives mois suivant
+
+**Semaine 3**: AI-Guided Self-Work
+- Modules on-demand platform
+- Implementation action items
+- AI coach check-ins (automated)
+
+**Semaine 4**: Peer Accountability
+- Mastermind group call (optionnel, 1h)
+- Community forum discussions
+- Preparation prochain atelier
+
+**Quarterly Milestones**:
+- Q1: Assessment + Quick Wins
+- Q2: Foundation Building (systems, processes)
+- Q3: Growth Acceleration (scaling initiatives)
+- Q4: Optimization + Planning An 2
+
+#### Graduation & Renewal (Mois 12)
+
+**Final Month**:
+- Comprehensive review (where started vs where now)
+- Impact assessment (quantitative + qualitative)
+- Celebration & recognition
+- Renewal discussion
+
+**Renewal Offer**:
+- 10% loyalty discount si renouvellement
+- Option upgrade tier (Growth → Scale → Transform)
+- Alumni benefits si décide de ne pas renouveler
+
+**Success Metrics Tracked**:
+- Revenue growth (baseline vs after)
+- Profitability improvement
+- Team satisfaction scores
+- Leader burnout reduction (hours worked, stress level)
+- Strategic initiatives completed
+- NPS score
+
+---
+
+## 5.3 PILIER 2: ADVISORY Retainers
+
+### 5.3.1 Concept & Positionnement
+
+**Tagline**: "Your Fractional Strategy Officer"
+
+**Promesse**: Expertise stratégique senior on-demand pour transformations majeures, sans coût d'un Executive full-time ($200K+ salary).
+
+**Différence vs TRANSFORM**: 
+- Plus hands-on exécution (vs coaching/teaching)
+- Stratégie custom (vs framework standard)
+- Ongoing flexible (vs programme 12 mois structuré)
+
+### 5.3.2 Retainer Tiers
+
+#### Standard Retainer - $7,500/mois
+
+**Scope**: 20-25 heures/mois (average)
+
+**Typical Use Cases**:
+- Digital transformation planning & oversight
+- Revenue growth strategy & execution support
+- Organizational redesign (scaling from $5M to $15M+)
+- M&A preparation (sell-side advisory)
+- Product/market expansion strategy
+
+**Deliverables (Exemples)**:
+- Strategic plans & roadmaps
+- Business cases & financial models
+- Process documentation & SOPs
+- Board presentation decks
+- Vendor RFPs & selection
+
+**Team Engagement**:
+- Primary: CEO/Founder
+- Secondary: Leadership team (CFO, COO, etc.)
+- Access: Email/Slack unlimited, calls scheduled
+
+**Commitment**: Minimum 6 mois (pour voir résultats)
+
+---
+
+#### Premium Retainer - $12,500/mois
+
+**Scope**: 35-40 heures/mois
+
+**Inclus**: Tout Standard +
+- Weekly strategic calls (vs bi-weekly)
+- Participation réunions leadership team
+- Interim executive role (ex: fractional COO during search)
+- Crisis management support
+
+---
+
+#### Enterprise Retainer - $15,000+/mois
+
+**Scope**: 50+ heures/mois (quasi full-time)
+
+**Custom selon besoins**, exemples:
+- Complete transformation program management
+- Multiple workstreams (ops + sales + tech simultaneously)
+- Team of consultants (1 senior + 1-2 junior)
+- On-site presence régulière (1-2 jours/semaine)
+
+---
+
+### 5.3.3 Engagement Process
+
+**Phase 1: Discovery** (Week 1, no charge)
+- Initial consultation (2h)
+- Situation assessment
+- Scope definition
+- Chemistry check (both ways)
+
+**Phase 2: Proposal** (Week 2)
+- Custom SOW (Statement of Work)
+- Deliverables defined
+- Timeline & milestones
+- Retainer terms (monthly, invoiced upfront)
+
+**Phase 3: Kick-off** (Week 3-4)
+- Deep dive workshops (2-3 jours)
+- Stakeholder interviews
+- Data gathering & analysis
+- Workplan finalization
+
+**Phase 4: Execution** (Month 2-6+)
+- Regular cadence (weekly calls + async work)
+- Monthly deliverables checkpoints
+- Quarterly strategy reviews
+- Continuous course correction
+
+**Phase 5: Transition** (Final Month)
+- Knowledge transfer to internal team
+- Documentation complete
+- Recommendations future phases
+- Handoff or renewal discussion
+
+---
+
+## 5.4 PILIER 3: ACCELERATOR Intensives
+
+### 5.4.1 Concept
+
+**Tagline**: "90-Day Sprint to Breakthrough Results"
+
+**Promesse**: Résoudre UN challenge majeur en 90 jours avec méthodologie intensive, coaching focused, et implémentation guidée.
+
+**Format**: Cohort-based (3-5 entreprises) ou 1-on-1 (premium)
+
+**Price**: $25,000 par participant (cohort) ou $35,000 (1-on-1)
+
+### 5.4.2 Les 3 Accelerators
+
+#### Digital Transformation Accelerator
+
+**For**: SMBs $3M-$20M revenue, low digital maturity (score <50/100)
+
+**Challenge Résolu**: "Nous sommes en retard sur la transformation digitale et ne savons pas par où commencer"
+
+**Programme 90 Jours**:
+
+**Semaine 1-2: ASSESS**
+- Digital Maturity Assessment (100-point scorecard)
+- Tech stack audit
+- Process mapping (identify manual/inefficient)
+- Quick win identification
+
+**Semaine 3-6: DESIGN**
+- Transformation roadmap (18-24 mois)
+- Phase 1 initiative selection (3-5 initiatives)
+- Vendor evaluation & selection
+- Budget & business case
+
+**Semaine 7-10: IMPLEMENT (Phase 1 Quick Wins)**
+- Tools deployment (ex: CRM, project mgmt, automation)
+- Training team
+- Process redesign
+- Change management
+
+**Semaine 11-12: OPTIMIZE & PLAN**
+- Results measurement
+- Lessons learned
+- Phase 2 planning (next 90 days)
+- Graduation & roadmap handoff
+
+**Deliverables**:
+- Digital Maturity Assessment Report
+- 18-Month Transformation Roadmap
+- Implemented Quick Wins (typically 2-4 tools/processes)
+- Training materials & documentation
+- Phase 2 Blueprint
+
+**Success Metric**: Maturity score increase 20-30 points, 3-5 quick wins live, team trained
+
+---
+
+#### Revenue Growth Accelerator
+
+**For**: SMBs $2M-$10M revenue, plateau de croissance
+
+**Challenge Résolu**: "Nos revenus stagnent depuis 12-18 mois, nous avons besoin d'un breakthrough"
+
+**Programme 90 Jours**:
+
+**Semaine 1-2: DIAGNOSE**
+- Revenue breakdown analysis (by product, customer, channel)
+- Sales process audit
+- Pricing analysis
+- Competitive positioning review
+
+**Semaine 3-6: STRATEGIZE**
+- Growth levers identification (top 5)
+- Prioritization (impact vs effort)
+- Growth plan (initiatives + targets)
+- Resource allocation
+
+**Semaine 7-10: EXECUTE**
+- Implement top 2-3 initiatives
+- Sales playbook creation
+- Pricing optimization
+- Marketing campaigns launch
+
+**Semaine 11-12: SCALE & SUSTAIN**
+- Results tracking dashboard
+- Process documentation
+- Team training
+- 6-month scale plan
+
+**Deliverables**:
+- Revenue Diagnostic Report
+- Growth Roadmap (12 mois, $X target)
+- Implemented 2-3 growth initiatives
+- Sales playbook & training
+- Tracking dashboard
+
+**Success Metric**: 10-20% revenue increase trajectory, new pipeline $100K+, repeatable process
+
+---
+
+#### Leadership Team Accelerator
+
+**For**: Growing companies struggling with leadership team effectiveness
+
+**Challenge Résolu**: "Notre équipe de direction est dysfonctionnelle, nous perdons du temps en réunions inutiles et manquons d'alignement"
+
+**Programme 90 Jours**:
+
+**Semaine 1-2: ASSESS**
+- Leadership team assessment (Patrick Lencioni 5 dysfunctions)
+- Individual 360 reviews
+- Team dynamics observation (meeting audit)
+- Alignment survey
+
+**Semaine 3-6: ALIGN**
+- Vision/mission/values clarification
+- Strategic priorities (top 3-5 for year)
+- Roles & responsibilities (RACI)
+- Decision-making framework
+
+**Semaine 7-10: PERFORM**
+- Meeting rhythms redesign (daily, weekly, monthly, quarterly)
+- Communication protocols
+- Conflict resolution training
+- Accountability systems
+
+**Semaine 11-12: SUSTAIN**
+- Leadership offsite (2 jours)
+- Team charter finalization
+- Ongoing coaching plan
+- 90-day review ritual setup
+
+**Deliverables**:
+- Team Assessment Report
+- Strategic Alignment Document
+- Meeting Rhythms Playbook
+- Team Charter
+- Leadership Development Plans (individual)
+
+**Success Metric**: Team effectiveness score +30-40 points, meeting hours -30%, decisions speed +50%
+
+---
+
+### 5.4.3 Delivery Model - Accelerators
+
+**Cohort-Based** (3-5 companies):
+- Bi-weekly workshops (6 × 3h over 90 days)
+- Weekly office hours (1h group Q&A)
+- Private Slack channel
+- Peer accountability partners
+- Shared learnings & best practices
+
+**Advantages**:
+- Lower price ($25K vs $35K 1-on-1)
+- Peer learning (see others' solutions)
+- Networking (lasting relationships)
+- Accountability (don't want to be the one behind)
+
+**1-on-1 Intensive** (Premium):
+- All attention on your business
+- Faster pace (customize schedule)
+- Confidential (no peer sharing)
+- Hands-on implementation (consultant on your team)
+
+---
+
+## 5.5 PILIER 4: PLATFORM Membership
+
+### 5.5.1 Concept
+
+**Tagline**: "Your On-Demand Business Growth University"
+
+**Promesse**: Accès 24/7 aux méthodologies, outils, et communauté GBCM pour $10/jour.
+
+**Model**: Subscription recurring (monthly ou annual)
+
+**Price**:
+- $297/mois (cancel anytime)
+- $2,970/an (save $594, 17% discount)
+
+### 5.5.2 Inclus
+
+✅ **50+ On-Demand Courses**
+- Video modules (10-30 min each)
+- Transcripts & worksheets
+- Quizzes & certifications
+- New content monthly
+
+**Categories**:
+- Strategic Planning (10 modules)
+- Revenue Growth (12 modules)
+- Operations Excellence (8 modules)
+- Leadership Development (10 modules)
+- Digital Transformation (10 modules)
+
+✅ **AI Success Coach™ Lite**
+- Ask questions 24/7
+- Get framework recommendations
+- Accountability reminders
+- Limited to 50 messages/month
+
+✅ **Templates & Tools Library**
+- 100+ downloadable templates
+  - Business plan
+  - Financial models
+  - OKR templates
+  - 1-on-1 meeting agendas
+  - Strategy canvas
+- Frameworks & checklists
+- Case studies
+
+✅ **Monthly Group Coaching** (Live)
+- 1 × 90min/month
+- Hot seat coaching (members can ask questions)
+- Guest experts occasionally
+- Recorded (if can't attend live)
+
+✅ **Community Forum**
+- Private online community
+- Ask questions, get peer advice
+- Networking
+- Accountability groups (self-organized)
+
+✅ **Discounts & Perks**:
+- 10% off TRANSFORM programs (if upgrade)
+- 15% off Accelerator Intensives
+- Priority waitlist for events
+- Early access new features
+
+### 5.5.3 Target Audience
+
+**Primary**:
+- Entrepreneurs $250K-$1M revenue (can't afford full coaching yet)
+- Self-directed learners (prefer consume at own pace)
+- Former TRANSFORM clients (alumni staying connected)
+- Corporate managers (using personally, not company-paid)
+
+**Secondary**:
+- Students/aspiring entrepreneurs (learning mode)
+- Service providers (accountants, lawyers wanting business knowledge)
+- International clients (timezone challenges with live programs)
+
+**Volume Target**:
+- An 1: 30-50 members (early adopters)
+- An 2: 150-200 members (marketing scales)
+- An 3: 300-400 members (word of mouth + SEO)
+
+**Revenue Projection**:
+- An 1: 40 members × $2,970/an = $119K (but conservateur $25K in projections)
+- An 3: 300 members × $2,970 = $891K (conservateur $75K in projections)
+
+**Note**: Volontairement conservateur car churn élevé sur memberships (30-40%/an industry standard). GBCM vise <25% avec engagement supérieur.
+
+---
+
+## 5.6 Pricing Strategy & Justification
+
+### 5.6.1 Pricing Philosophy
+
+**Value-Based Pricing** (vs Cost-Plus ou Competitor-Based)
+
+**Rationale**: Prix basé sur valeur délivrée au client, pas sur nos coûts ou prix concurrents.
+
+**ROI Framework**:
+| Service | Investment | Typical ROI | Payback Period |
+|---------|-----------|-------------|----------------|
+| TRANSFORM Growth | $9K | $50K+ revenue increase | 2-3 mois |
+| TRANSFORM Scale | $24K | $200K+ revenue increase | 1-2 mois |
+| TRANSFORM Transform | $60K | $500K+ revenue increase | 1-2 mois |
+| ADVISORY Retainer | $45K-90K (6 mois) | $300K-1M+ impact | 3-6 mois |
+| ACCELERATOR | $25K | $100K+ (specific to type) | 3-6 mois |
+| PLATFORM | $3K/an | $10K-30K (knowledge + time saved) | 6-12 mois |
+
+**Key Principle**: Si client n'obtient pas 3-5x return, nous avons échoué.
+
+### 5.6.2 Competitive Pricing Analysis
+
+**TRANSFORM vs Alternatives**:
+| Service | Price | GBCM Advantage |
+|---------|-------|----------------|
+| Vistage | $18K-24K/an | GBCM 30-60% cheaper, more tech |
+| Strategic Coach | $12K-25K/an | Comparable, more tactical |
+| Individual Coach | $24K-60K/an (2h/week) | GBCM includes group + AI + community |
+| Boutique Consulting | $50K-150K project | GBCM ongoing vs one-time |
+
+**GBCM Sweet Spot**: Premium value, mid-high price (not cheapest, not most expensive)
+
+### 5.6.3 Payment Terms
+
+**TRANSFORM Programs**:
+- Option A: Annual upfront (5% discount)
+- Option B: Bi-annual (50% upfront, 50% month 6)
+- Option C: Quarterly (25% every 3 mois, +3% processing fee)
+
+**ADVISORY Retainers**:
+- Monthly invoicing, due 1st of month
+- Net 15 terms
+- 6-month minimum commitment
+
+**ACCELERATOR**:
+- 50% deposit at enrollment
+- 50% before Day 1 of program
+
+**PLATFORM**:
+- Monthly: Auto-charge monthly
+- Annual: Charged upfront (2 mois free vs monthly)
+
+---
+
+## 5.7 Upsell & Cross-Sell Strategy
+
+### Customer Journey & Upgrade Path
+
+```
+Entry → Growth → Retention → Advocacy
+
+PLATFORM         →  ACCELERATOR      →  TRANSFORM      →  ADVISORY
+($297/mo)           ($25K intensive)    ($9K-$60K/yr)     ($7.5K-$15K/mo)
+                                         ↓
+                                    RENEW + UPGRADE
+                                    (90% retention goal)
+```
+
+**Upsell Triggers**:
+
+1. **Platform → Accelerator**:
+   - Member active >3 mois
+   - High engagement (completes modules, attends group coaching)
+   - Hits plateau (need more hands-on help)
+   - **Offer**: 10% discount on Accelerator as member
+
+2. **Platform/Accelerator → TRANSFORM**:
+   - Graduated Accelerator with good results
+   - Ready for comprehensive program
+   - **Offer**: Credit Accelerator fee toward TRANSFORM
+
+3. **TRANSFORM → ADVISORY**:
+   - Nearing end of 12-month program
+   - Major transformation underway (needs ongoing support)
+   - Scaled to point where needs fractional executive
+   - **Offer**: Retainer at special rate (first month 50% off)
+
+4. **Any → Platform (Alumni)**:
+   - Completed TRANSFORM or ADVISORY
+   - Want to stay connected
+   - **Offer**: Alumni rate ($197/mo vs $297)
+
+### Cross-Sell Opportunities
+
+**Workshop + Coaching Combo**:
+- TRANSFORM client wants team trained
+- Can add team workshops ($5K/day)
+
+**1-on-1 Add-on Hours**:
+- GROWTH client wants occasional 1-on-1
+- Can purchase packs: 5h for $1,000 (vs $1,250 à la carte)
+
+**Implementation Services**:
+- Any client needs help executing
+- GBCM can provide fractional resources
+- Pricing: $150-250/h depending on seniority
+
+---
+
+## 5.8 Service Delivery Infrastructure
+
+### Technology Stack
+
+**Client Platform** (Custom built):
+- Learning Management System (courses, progress tracking)
+- Coaching portal (schedule sessions, notes, action items)
+- AI chatbot integration
+- Community forum
+- Resource library
+- Analytics dashboard (client sees their progress)
+
+**Internal Operations**:
+- CRM: HubSpot (client records, pipeline, communications)
+- Scheduling: Calendly + Google Cal
+- Coaching Notes: CoachAccountable
+- Payments: Stripe (subscriptions, invoicing)
+- Contracts: DocuSign
+- Project Management: ClickUp
+- Communication: Slack (internal), Slack/Email (clients)
+
+### Team Roles (An 1 → An 3)
+
+**An 1** (2-3 people):
+- Founder/CEO: Lead coach, delivery, sales, strategy
+- Virtual Assistant: Admin, scheduling, client support
+- Part-time Content Creator: Courses, blog, social
+
+**An 2** (5-6 people):
+- Founder/CEO
+- Director of Coaching: Delivery scale, coach training
+- Sales Manager: Pipeline, closing, onboarding
+- Virtual Assistant
+- Full-time Content/Marketing
+- Part-time Tech (platform maintenance)
+
+**An 3** (7-8 people):
+- Founder/CEO
+- Director of Coaching
+- 2× Senior Coaches (dedicated delivery)
+- Sales Manager
+- Marketing Manager
+- Operations Manager
+- Virtual Assistant
+
+### Quality Assurance
+
+**Client Success Metrics**:
+- NPS surveyed quarterly (target: 70+)
+- Goal achievement tracking (% clients hit objectives)
+- Engagement metrics (attendance, platform usage)
+- Renewals & referrals (90% retention, 40% referral rate target)
+
+**Continuous Improvement**:
+- Post-program surveys (detailed feedback)
+- Monthly retrospectives (team learns from delivery)
+- Quarterly program updates (incorporate feedback)
+- Annual methodology refresh (stay current)
+
+---
+
+## 5.9 Go-to-Market by Service
+
+### TRANSFORM Programs
+
+**Channels**:
+1. Content Marketing (blog, LinkedIn, podcast)
+2. Webinars (free masterclasses → pitch)
+3. Referrals (incentivized, 20% commission)
+4. Partnerships (CPAs, lawyers)
+
+**Conversion Funnel**:
+1. Lead Magnet (free assessment tool)
+2. Nurture sequence (email series, value content)
+3. Chemistry Call (fit assessment, 30 min)
+4. Proposal (custom, sent within 24h)
+5. Close call (answer questions, close)
+
+**CAC Target**: $2,500/client
+**LTV**: $12K-$60K (first year) + renewals
+**LTV:CAC**: 5-24x (healthy)
+
+### ADVISORY Retainers
+
+**Channels**:
+1. Referrals (primary, 60% of deals)
+2. Speaking (conferences, local events)
+3. LinkedIn outbound (targeted)
+4. TRANSFORM program graduates (20% convert)
+
+**Sales Cycle**: 30-60 days (longer, high-ticket)
+
+**CAC Target**: $5,000/client (higher okay given LTV)
+**LTV**: $45K-180K (6-12 months avg engagement)
+**LTV:CAC**: 9-36x
+
+### ACCELERATOR Intensives
+
+**Channels**:
+1. Webinars (targeted to challenge, ex: "Digital Transformation for SMBs")
+2. Platform members (upsell)
+3. Partnerships (SaaS vendors, agencies)
+4. Paid ads (LinkedIn, Google)
+
+**Cohort Schedule**: 4/year (Q1, Q2, Q3, Q4 start dates)
+**Enrollment Window**: 30 days before start
+
+**CAC Target**: $2,000/participant
+**LTV**: $25K-35K (one-time typically, but 30% buy TRANSFORM after)
+
+### PLATFORM Membership
+
+**Channels**:
+1. SEO/Content (70% of signups)
+2. Free trial (7 days)
+3. YouTube (tutorials → CTA)
+4. Affiliates (partners promote for 30% recurring)
+
+**Self-Serve**: Fully automated signup → access
+**Churn Management**: Engagement tracking, at-risk outreach, win-back campaigns
+
+**CAC Target**: $100/member (low)
+**LTV**: $3K (annual) × 3 years avg = $9K lifetime
+**LTV:CAC**: 90x (if achieve 3yr retention)
+
+---
+
+## 5.10 Service Roadmap (Future Enhancements)
+
+### Year 2 Additions
+
+**TRANSFORM Plus** (New tier):
+- Between Scale and Transform pricing ($39,997/an)
+- For companies not quite ready for $60K but want more than $24K
+
+**Industry-Specific Programs**:
+- TRANSFORM for SaaS
+- TRANSFORM for Healthcare
+- TRANSFORM for Professional Services
+- Premium pricing (+20%) for specialization
+
+**Certification Program**:
+- Train other coaches in GBCM methodologies
+- Licensing model (annual fee + royalties)
+- Expand reach without growing team linearly
+
+### Year 3 Additions
+
+**Corporate Partnerships**:
+- Work with enterprise HR to offer to employees
+- Volume pricing (100+ seats)
+- White-label platform option
+
+**International Expansion**:
+- Canada (English, easy start)
+- UK/Europe (timezone friendly)
+- Content translation (Spanish, French)
+
+**TRANSFORM Virtual Retreats**:
+- 2-day immersive experiences (quarterly)
+- Location-based (ex: Napa Valley, Aspen)
+- Premium pricing ($3K/person add-on)
+- Networking + deep work
+
+---
+
+**NEXT**: [06-technology-innovation.md](./06-technology-innovation.md) - Stratégie technologique et plateforme digitale