Published on March 7, 2014
Differentiating Your Professional Services in a Flat Economy Alex Cairns Changepoint, Maidenhead - 16th October 2012
Alex Cairns 2
Economic Backdrop … Alex Cairns 3
Business and Services Opportunity Services in a product environment … • • • • • Given away ‘free’ Supporting ‘what’s on the truck?’ ‘Free’ presales Make the ¼ number Achieve ‘strategy’ with same people So how can you be different Alex Cairns 4
Implementation Challenge Executive announcement :• “We are leveraging solutions” • “We can support customers with virtualisation transition” • “We can provide Cloud solutions” Followed up by :• • • • No further executive presence No new investment hence no training / enablement Same workforce Same pressure to make ¼ number One consistent theme is omitted :- Alex Cairns 5
Professional Services is a People Business Alex Cairns 6
Stakeholder Analysis Interview people across whole Business from Field, Operations to Director level Consistent themes emerge Establish basis for starting point and quick wins What you we take forward -> strategy? Blueprint Alex Cairns 7
Business Analysis Approach Analyse your business What are the ‘sweetspots’ now? What repeatable solutions have been packaged to increase margin on subsequent delivery? Determine the key revenue streams now and what will be necessary to replace them as they dry-up – Closing & Transitioning the ‘S’ curve effect Deriving Change comp plans to efficiency drive behavior, if you Jumping and transforming Scaling can’t then create local for growth incentives Architecting the future Alex Cairns 8
Big Picture – Deal Lifecycle Process 6 Opportunity Qualified 5 Needs Analysis Internal Business Case Develop Solution Sales Prop SOW incl. Risk Assessment 4 Proposal Submitted 3 Vendor Finalist 2 Verbal Acceptance 1 In Legal Agree margin Client Acceptance Initiate Contract 7 Marketing Opportunity Client Startup Client PO Deal Review Bid Review Deliver Setup ChangePoint Project & Assign team Weekly Checkpoint Reports Change Control (Optional: PS opportunities auto-feed into Changepoint for PS qualification) Close Customer Sat Survey Handover to Support Sustain PS Build Docs Review margin Service Delivery Management Project Board, Project Manager Bid Executive, Bid Manager (Complex deals only) Opportunity Typing Variations :0 < £50K – Product, Repeatable, No variance < 1 < £50K – Product, Repeatable, Some Variance < 2 3 4 £50K-£250K - Medium Risk > £250K Complex, High Risk > £500K High Value, Complex, High Risk Alex Cairns 9
Understand your customers – they are Stakeholders too Identify and manage stakeholders in your customers Alex Cairns 10
Customer Focus Understand your customer What is their business problem? Their problem could be your advantage! What is their compelling event? CIOs Q4 bonus?! Leveraging solutions with competent communicators who aptitude and ability for transformational conversations Alex Cairns 11
It’s All About People Hire the best people • Motivate them • Make sure they have ability to understand your customer MIS / processes / BI • Deal lifecycle Standards / aptitude • Developing the right people Sensible investment driving S-curves -> higher RoI Alex Cairns 12
The Alternative … Alex Cairns 13
Thank You Alex Cairns Changepoint, Maidenhead - 16th October 2012
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