EMS Software helps millions of people create great meetings. AIG, Yale University, Accenture and thousands of others rely on EMS to increase productivity, attract and retain people, reduce costs, and differentiate their brand. EMS offers the greatest depth and breadth of functionality, the fastest and easiest way to schedule a meeting, and an exceptional customer experience.
For more information visit www. Agreed, Marc! It also helps with a smooth hand-off between sales and implementation if the PS teams are involved in the sales process. Pingback: The tale of services v. Pingback: Top Kellblog Posts of Kellblog. In any product company, SaaS or otherwise, I like to position PS as there to expedite customer benefit realization. Rapid adoption provides increased opportunity to expand, and mitigates churn. PS revenue contributions, at healthy margin, are essential to not dilute overall margins.
PS as a loss leader is unacceptable, and unnecessary if the product has market fit. Services Kellblog. Hard question. Net: if your comp plan says the best consultant is the one who bills the most at the higher margin, that person will never want to work on low-margin or zero-margin deals even if they most help the company and they should probably just not work at a software vendor and go work at a consulting shop.
In effect, you need to incent want you want and then make sure management is doing their job on deploying resources effectively which, in the end, usually means ARR. Also a question or quarterly vs. This site uses Akismet to reduce spam. Learn how your comment data is processed. I am an executive-in-residence EIR at Balderton Capital and principal of my own eponymous consulting business.
From to , I was CEO of cloud EPM vendor Host Analytics, where we quintupled ARR while halving customer acquisition costs in a competitive market, ultimately selling the company in a private equity transaction. I started my career in technical and product marketing positions at Ingres and Versant.
I currently sit on the boards of Alation data intelligence , Scoro work management , and SMA Technologies workload automation. Read Frequently Asked Questions. Contact Dave. Partners Lorem ipsum dolor sit amet consectetur dolor sit.
Careers Lorem ipsum dolor sit amet consectetur dolor sit. Professional Services and the Age of Subscription Subscription and recurring-revenue models are taking over. However, we need to further evolve our framework to focus on delivering valuable outcomes for the customer.
The customer can extend their contract The customer can expand and use more of your products or services The customer can spread the word and bring your company new logos.
Onboarding Customer Overload: Onboarding is a critical milestone in the customer lifecycle. A superior onboarding experience will set clients up with a solid foundation. As you move from legacy to subscription services, you may be expected to onboard more customers with the same amount of resources and often at a lower price tag. Implementing a fully automated or a blended onboarding strategy with the help of technology can free up your time while still giving clients the attention they desire.
Higher Expectations: One of the benefits of purchasing subscription services is the quick time-to-value. Your clients will want to get up and running ASAP and expect a short, low-effort engagement to get them there. If your team is engineered to deliver large, custom implementations, it can take some additional strategy and technology to find the balance between efficiency and service level.
This means sharing customer goals, milestones, and other data during handoffs. Without this open flow of information, every team suffers a lack of insight from which the customer ultimately suffers. While this might not have mattered in the past, knowing how your customer feels is paramount to driving Services Success.
By monitoring customer health, you can work proactively to mitigate fires before they start, resulting in happier customers and more time on your hands to dedicate to valuable processes. Proving Value to Clients: Instead of focusing solely on internal successes, like hitting utilization or project margin targets, put client outcomes as the top priority.
Tracking Post-Project Success: You end a project on a good note, but a few months later, the client churns. What happened? If you continue to track customer health after a project, you can see if it had a positive or negative effect and react accordingly.
Leverage client references and reviews to boost growth without increasing customer acquisition costs. Identifying Customer Needs: Understand what events drive a customer to expand. By knowing what to look out for, you can proactively market your solutions and capitalize on the opportunity. Develop targeted services offerings that solve common customer issues Gather data that will enable you to proactively identify opportunities to sell these targeted services to your customers Work with the Sales team to create a process that will allow you to capitalize on these opportunities with minimal friction.
Require your Sales team to capture customer goals and objectives at the start of every engagement and store the information in your central source of customer data.
Deliver definitive proof of value to customers at the end of every engagement. Improving the Handoff and properly capturing customer objectives should set the customer up for success across for the long-terms. Design a semi-automated onboarding approach that will lead low-touch customers to success.
Vigilantly monitor customer health and proactively reach out if a red flag occurs. Implement a technological component to automate outreaches and drive engagement. Design specific communications targeting each role involved with the project Automate survey delivery and response collection Create dashboards so you can review survey data and drive improvements. Expansion management Establish frameworks to help your team leverage healthy customers for additional service offerings Constantly monitor customer health and proactively approach customers whose activity reveals that they may be in need of your service offerings Reference management Utilize NPS and CSAT surveys to capture customer sentiment and leverage Keep track of customers who have opted into your reference program wherever you store your customer data.
Giving our Onboarding team the tools to contribute to the initial customer journey ensures a strong foundation for long-term customer success. Track customer key objectives during handoffs from Sales to Onboarding to Customer Management, aligning teams around a single view of customer goals. Scale standard onboarding with lightweight, multi-step project plans and gantt-chart visualization or fully fully automate the experience for one-to-many onboarding.
Integrate PSA data and customer data to create a central source of truth that can be accessed by all customer-facing teams with a Project Provide a white-glove experience to your most valuable clients; manage multiple ongoing projects in coordination, survey key projects contacts at important milestones, closely monitor the health and proactively resolve customer risk. Measure the impact of implementation on customer adoption and health with a comprehensive scorecard that ties project objectives to engagement metrics.
Proactively engage after implementation to identify opportunities to sell additional services based on customer behavior and needs. How does your Customer Success Team stack up? Find out! Thank you for subscribing to exclusive content from Gainsight! Win in business while being human-first.
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