897 lines
27 KiB
Markdown
897 lines
27 KiB
Markdown
# 5. SERVICE OFFERINGS
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## 5.1 Overview - 4 Piliers de Revenus
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GBCM LLC propose une offre sophistiquée en **4 piliers complémentaires**, permettant de servir différents segments de marché avec des niveaux d'engagement variés:
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```
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GBCM Service Portfolio
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┌─────────────────────────────────────────────────────────────┐
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│ TRANSFORM Programs (Transformation 12 mois) │
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│ Prix: $8,997 - $59,997/an │
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│ Target: Scale-ups & Growth SMBs │
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│ Revenue An 1: $70K (39%) │ An 3: $400K (47%) │
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└─────────────────────────────────────────────────────────────┘
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┌─────────────────────────────────────────────────────────────┐
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│ ADVISORY Retainers (Consulting stratégique ongoing) │
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│ Prix: $7,500 - $15,000/mois (min 6 mois) │
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│ Target: Scale-ups en transformation majeure │
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│ Revenue An 1: $60K (33%) │ An 3: $300K (35%) │
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└─────────────────────────────────────────────────────────────┘
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┌─────────────────────────────────────────────────────────────┐
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│ ACCELERATOR Intensives (Sprints 90 jours) │
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│ Prix: $25,000 par intensive │
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│ Target: Growth SMBs besoin résultats rapides │
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│ Revenue An 1: $25K (14%) │ An 3: $75K (9%) │
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└─────────────────────────────────────────────────────────────┘
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┌─────────────────────────────────────────────────────────────┐
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│ PLATFORM Membership (Self-serve subscription) │
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│ Prix: $297/mois ou $2,970/an │
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│ Target: Entrepreneurs & self-directed learners │
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│ Revenue An 1: $25K (14%) │ An 3: $75K (9%) │
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└─────────────────────────────────────────────────────────────┘
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```
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**Stratégie de Portfolio**:
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- **Piliers 1-2**: High-ticket, high-touch, forte marge (70% du revenue)
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- **Piliers 3-4**: Mid-ticket scalable, acquisition pipeline (30% du revenue)
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- **Upsell Path**: Platform → Accelerator → Transform → Advisory
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---
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## 5.2 PILIER 1: TRANSFORM Programs
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### 5.2.1 Concept & Positionnement
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**Tagline**: "Transformation Business Complète sur 12 Mois"
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**Promesse**: Passer de chaos/plateau de croissance à entreprise structurée et scalable, avec méthodologie éprouvée, coaching exécutif, et communauté de pairs.
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**Durée**: 12 mois (vs 24 mois ancienne version)
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- Plus adapté au rythme business moderne
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- Permet renouvellement annuel vs engagement 2 ans
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- Crée urgence et focus exécution
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### 5.2.2 Les 3 Packages
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#### Package GROWTH - $8,997/an ($750/mois)
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**Positioning**: Entry-level pour entrepreneurs et petites SMBs ($1M-$3M revenue)
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**Inclus**:
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✅ **12 Ateliers Mensuels Online** (3h chacun)
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- Thèmes: Strategy, Marketing, Sales, Operations, Finance, Leadership, etc.
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- Format: 8-12 participants max (intimité + networking)
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- Live + enregistrements (flexibilité)
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✅ **AI Success Coach™ 24/7**
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- Chatbot intelligent formé sur méthodologies GBCM
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- Répond questions entre sessions
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- Accountability reminders
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- Progress tracking
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✅ **Resource Library**
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- 50+ modules on-demand
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- Templates & frameworks téléchargeables
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- Tools & checklists
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- Case studies
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✅ **Community Access**
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- Forum privé (Slack ou Circle)
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- Peer networking events trimestriels
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- Mastermind groups auto-organisés
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✅ **GBCM Scale Framework™ Lite**
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- Self-assessment tools
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- Roadmap template personnalisé
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- Quarterly reviews (groupe)
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**Pricing Rationale**:
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- $750/mois = Accessible pour PME
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- Équivalent 5-6h coaching traditionnel ($125-150/h)
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- Mais valeur bien supérieure (groupe + tech + ressources)
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**Target Volume**: 5-8 clients An 1, 15-20 An 3
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---
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#### Package SCALE - $23,997/an ($2,000/mois)
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**Positioning**: Premium tier pour growth SMBs ($3M-$15M revenue) sérieuses sur transformation
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**Inclus**: Tout GROWTH +
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✅ **Coaching 1-on-1 Mensuel** (2h/mois = 24h/an)
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- Sessions privées avec coach GBCM senior
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- Challenges spécifiques entreprise
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- Accountability personnalisée
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- Strategic sparring partner
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✅ **Quarterly Strategy Sessions** (Présentiel)
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- 1 jour/trimestre (4 jours/an)
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- Deep dive stratégique
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- Workshop intensif avec fondateur GBCM
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- Networking avec autres SCALE clients
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✅ **Custom Roadmap & OKRs**
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- Roadmap 12 mois personnalisé
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- OKRs trimestriels définis ensemble
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- Monthly tracking & course correction
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- Dashboards analytics personnalisés
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✅ **Priority Support**
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- Email/Slack response <4h ouvrables
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- Emergency calls (2/an si besoin critique)
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- Intro network GBCM (investors, partners, etc.)
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✅ **GBCM Scale Framework™ Full**
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- Implémentation complète 5 phases
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- Templates customisés pour industrie
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- Audit trimestriel progress
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**Pricing Rationale**:
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- $2,000/mois = Sweet spot SMB budget consulting
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- Équivalent 12-16h coaching/consulting traditionnel
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- ROI clair: Si aide augmenter revenue $200K+, 10x return
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**Target Volume**: 3-5 clients An 1, 15-20 An 3
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---
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#### Package TRANSFORM - $59,997/an ($5,000/mois)
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**Positioning**: VIP tier pour scale-ups ($10M-$50M revenue) en transformation majeure
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**Inclus**: Tout SCALE +
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✅ **Coaching Exécutif Intensif** (6h/mois = 72h/an)
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- 2 sessions × 3h/mois (profondeur maximale)
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- CEO + leadership team coaching
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- Strategic advisory board seat (informel)
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- Unlimited messaging access (Slack/Voxer)
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✅ **Team Workshops** (Jusqu'à 5 personnes incluses)
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- Leadership team alignment sessions (trimestrielles)
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- Department-specific workshops (Sales, Ops, etc.)
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- On-site facilitation (2x/an inclus, travel extra)
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- Custom program design
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✅ **Implementation Support Hands-on**
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- Consultant dédié participe exécution
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- Project management support
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- Vendor selection assistance
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- M&A prep / due diligence support (si applicable)
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✅ **VIP Perks**:
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- Annual executive retreat (2 jours off-site)
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- Priority scheduling (book anytime)
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- Spouse/partner welcome aux events
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- Lifetime alumni status (access réduit post-programme)
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✅ **All 3 Methodologies™ Full**
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- Scale Framework™
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- Digital Transformation Canvas™
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- Sustainable Leadership System™
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- Custom playbook créé pour entreprise
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**Pricing Rationale**:
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- $5,000/mois = Comparable boutique consulting retainer
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- Mais 12 mois ongoing vs projet 3-6 mois
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- Équivalent 30-40h consulting/mois traditionnel
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- ROI: Si scale $10M→$15M+ revenue, 50-100x return
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**Target Volume**: 1-2 clients An 1, 3-5 An 3
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---
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### 5.2.3 Delivery Model - Transform Programs
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#### Onboarding (Semaine 1)
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**Kick-off Call** (2h):
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- Welcome & platform orientation
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- Assessment complet entreprise (financials, operations, team, market)
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- Goal setting (SMART objectives 12 mois)
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- Custom roadmap draft
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**Platform Setup**:
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- Account creation & training
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- Calendar sync (ateliers, coaching calls)
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- Community introduction
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- Resource library tour
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**Deliverables**:
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- Personalized welcome packet (digital)
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- 12-month roadmap draft v1
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- OKRs Q1 defined
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- First action items assigned
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#### Ongoing Rhythm (Mois 2-12)
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**Monthly Cycle**:
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**Semaine 1**: Atelier thématique (3h live online)
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- Ex: "Strategic Planning", "Revenue Acceleration", "Team Building"
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- Teaching + exercises + peer discussion
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- Homework assigned
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**Semaine 2**: 1-on-1 Coaching (SCALE/TRANSFORM seulement, 2-6h)
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- Review progress depuis dernier mois
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- Problem-solving challenges actuels
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- Planning initiatives mois suivant
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**Semaine 3**: AI-Guided Self-Work
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- Modules on-demand platform
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- Implementation action items
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- AI coach check-ins (automated)
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**Semaine 4**: Peer Accountability
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- Mastermind group call (optionnel, 1h)
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- Community forum discussions
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- Preparation prochain atelier
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**Quarterly Milestones**:
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- Q1: Assessment + Quick Wins
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- Q2: Foundation Building (systems, processes)
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- Q3: Growth Acceleration (scaling initiatives)
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- Q4: Optimization + Planning An 2
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#### Graduation & Renewal (Mois 12)
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**Final Month**:
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- Comprehensive review (where started vs where now)
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- Impact assessment (quantitative + qualitative)
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- Celebration & recognition
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- Renewal discussion
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**Renewal Offer**:
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- 10% loyalty discount si renouvellement
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- Option upgrade tier (Growth → Scale → Transform)
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- Alumni benefits si décide de ne pas renouveler
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**Success Metrics Tracked**:
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- Revenue growth (baseline vs after)
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- Profitability improvement
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- Team satisfaction scores
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- Leader burnout reduction (hours worked, stress level)
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- Strategic initiatives completed
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- NPS score
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---
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## 5.3 PILIER 2: ADVISORY Retainers
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### 5.3.1 Concept & Positionnement
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**Tagline**: "Your Fractional Strategy Officer"
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**Promesse**: Expertise stratégique senior on-demand pour transformations majeures, sans coût d'un Executive full-time ($200K+ salary).
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**Différence vs TRANSFORM**:
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- Plus hands-on exécution (vs coaching/teaching)
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- Stratégie custom (vs framework standard)
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- Ongoing flexible (vs programme 12 mois structuré)
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### 5.3.2 Retainer Tiers
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#### Standard Retainer - $7,500/mois
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**Scope**: 20-25 heures/mois (average)
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**Typical Use Cases**:
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- Digital transformation planning & oversight
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- Revenue growth strategy & execution support
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- Organizational redesign (scaling from $5M to $15M+)
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- M&A preparation (sell-side advisory)
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- Product/market expansion strategy
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**Deliverables (Exemples)**:
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- Strategic plans & roadmaps
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- Business cases & financial models
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- Process documentation & SOPs
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- Board presentation decks
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- Vendor RFPs & selection
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**Team Engagement**:
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- Primary: CEO/Founder
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- Secondary: Leadership team (CFO, COO, etc.)
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- Access: Email/Slack unlimited, calls scheduled
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**Commitment**: Minimum 6 mois (pour voir résultats)
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---
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#### Premium Retainer - $12,500/mois
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**Scope**: 35-40 heures/mois
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**Inclus**: Tout Standard +
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- Weekly strategic calls (vs bi-weekly)
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- Participation réunions leadership team
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- Interim executive role (ex: fractional COO during search)
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- Crisis management support
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---
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#### Enterprise Retainer - $15,000+/mois
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**Scope**: 50+ heures/mois (quasi full-time)
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**Custom selon besoins**, exemples:
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- Complete transformation program management
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- Multiple workstreams (ops + sales + tech simultaneously)
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- Team of consultants (1 senior + 1-2 junior)
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- On-site presence régulière (1-2 jours/semaine)
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---
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### 5.3.3 Engagement Process
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**Phase 1: Discovery** (Week 1, no charge)
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- Initial consultation (2h)
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- Situation assessment
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- Scope definition
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- Chemistry check (both ways)
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**Phase 2: Proposal** (Week 2)
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- Custom SOW (Statement of Work)
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- Deliverables defined
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- Timeline & milestones
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- Retainer terms (monthly, invoiced upfront)
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**Phase 3: Kick-off** (Week 3-4)
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- Deep dive workshops (2-3 jours)
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- Stakeholder interviews
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- Data gathering & analysis
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- Workplan finalization
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**Phase 4: Execution** (Month 2-6+)
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- Regular cadence (weekly calls + async work)
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- Monthly deliverables checkpoints
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- Quarterly strategy reviews
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- Continuous course correction
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**Phase 5: Transition** (Final Month)
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- Knowledge transfer to internal team
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- Documentation complete
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- Recommendations future phases
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- Handoff or renewal discussion
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---
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## 5.4 PILIER 3: ACCELERATOR Intensives
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### 5.4.1 Concept
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**Tagline**: "90-Day Sprint to Breakthrough Results"
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**Promesse**: Résoudre UN challenge majeur en 90 jours avec méthodologie intensive, coaching focused, et implémentation guidée.
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**Format**: Cohort-based (3-5 entreprises) ou 1-on-1 (premium)
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**Price**: $25,000 par participant (cohort) ou $35,000 (1-on-1)
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### 5.4.2 Les 3 Accelerators
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#### Digital Transformation Accelerator
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**For**: SMBs $3M-$20M revenue, low digital maturity (score <50/100)
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**Challenge Résolu**: "Nous sommes en retard sur la transformation digitale et ne savons pas par où commencer"
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**Programme 90 Jours**:
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**Semaine 1-2: ASSESS**
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- Digital Maturity Assessment (100-point scorecard)
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- Tech stack audit
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- Process mapping (identify manual/inefficient)
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- Quick win identification
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**Semaine 3-6: DESIGN**
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- Transformation roadmap (18-24 mois)
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- Phase 1 initiative selection (3-5 initiatives)
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- Vendor evaluation & selection
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- Budget & business case
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**Semaine 7-10: IMPLEMENT (Phase 1 Quick Wins)**
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- Tools deployment (ex: CRM, project mgmt, automation)
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- Training team
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- Process redesign
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- Change management
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**Semaine 11-12: OPTIMIZE & PLAN**
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- Results measurement
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- Lessons learned
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- Phase 2 planning (next 90 days)
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- Graduation & roadmap handoff
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**Deliverables**:
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- Digital Maturity Assessment Report
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- 18-Month Transformation Roadmap
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- Implemented Quick Wins (typically 2-4 tools/processes)
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- Training materials & documentation
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- Phase 2 Blueprint
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**Success Metric**: Maturity score increase 20-30 points, 3-5 quick wins live, team trained
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---
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#### Revenue Growth Accelerator
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**For**: SMBs $2M-$10M revenue, plateau de croissance
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**Challenge Résolu**: "Nos revenus stagnent depuis 12-18 mois, nous avons besoin d'un breakthrough"
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**Programme 90 Jours**:
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**Semaine 1-2: DIAGNOSE**
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- Revenue breakdown analysis (by product, customer, channel)
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- Sales process audit
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- Pricing analysis
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- Competitive positioning review
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**Semaine 3-6: STRATEGIZE**
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- Growth levers identification (top 5)
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- Prioritization (impact vs effort)
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- Growth plan (initiatives + targets)
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- Resource allocation
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**Semaine 7-10: EXECUTE**
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- Implement top 2-3 initiatives
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- Sales playbook creation
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- Pricing optimization
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- Marketing campaigns launch
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**Semaine 11-12: SCALE & SUSTAIN**
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- Results tracking dashboard
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- Process documentation
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- Team training
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- 6-month scale plan
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**Deliverables**:
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- Revenue Diagnostic Report
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- Growth Roadmap (12 mois, $X target)
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- Implemented 2-3 growth initiatives
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- Sales playbook & training
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- Tracking dashboard
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**Success Metric**: 10-20% revenue increase trajectory, new pipeline $100K+, repeatable process
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---
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#### Leadership Team Accelerator
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**For**: Growing companies struggling with leadership team effectiveness
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**Challenge Résolu**: "Notre équipe de direction est dysfonctionnelle, nous perdons du temps en réunions inutiles et manquons d'alignement"
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**Programme 90 Jours**:
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**Semaine 1-2: ASSESS**
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- Leadership team assessment (Patrick Lencioni 5 dysfunctions)
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- Individual 360 reviews
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- Team dynamics observation (meeting audit)
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- Alignment survey
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**Semaine 3-6: ALIGN**
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- Vision/mission/values clarification
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- Strategic priorities (top 3-5 for year)
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- Roles & responsibilities (RACI)
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- Decision-making framework
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**Semaine 7-10: PERFORM**
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- Meeting rhythms redesign (daily, weekly, monthly, quarterly)
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- Communication protocols
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- Conflict resolution training
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- Accountability systems
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**Semaine 11-12: SUSTAIN**
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- Leadership offsite (2 jours)
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- Team charter finalization
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- Ongoing coaching plan
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- 90-day review ritual setup
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**Deliverables**:
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- Team Assessment Report
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- Strategic Alignment Document
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- Meeting Rhythms Playbook
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- Team Charter
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- Leadership Development Plans (individual)
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**Success Metric**: Team effectiveness score +30-40 points, meeting hours -30%, decisions speed +50%
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---
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### 5.4.3 Delivery Model - Accelerators
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**Cohort-Based** (3-5 companies):
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- Bi-weekly workshops (6 × 3h over 90 days)
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- Weekly office hours (1h group Q&A)
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- Private Slack channel
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- Peer accountability partners
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- Shared learnings & best practices
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**Advantages**:
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- Lower price ($25K vs $35K 1-on-1)
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- Peer learning (see others' solutions)
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- Networking (lasting relationships)
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- Accountability (don't want to be the one behind)
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**1-on-1 Intensive** (Premium):
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- All attention on your business
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- Faster pace (customize schedule)
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- Confidential (no peer sharing)
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- Hands-on implementation (consultant on your team)
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---
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## 5.5 PILIER 4: PLATFORM Membership
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### 5.5.1 Concept
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**Tagline**: "Your On-Demand Business Growth University"
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**Promesse**: Accès 24/7 aux méthodologies, outils, et communauté GBCM pour $10/jour.
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|
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**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
|