State of the Handshake between Service Portfolio Management & Technology Product Management

Laura FayLaura Fay VP & Managing Director, Research & AdvisoryMember | Guru ✭✭✭✭✭

Are your product management and services product & Portfolio management teams collaborating well or poorly when it comes to designing recurring revenue solutions for awesome customer experience and consumption?

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Do let me know what questions you'd like to hear addressed as we prepare for TSIA Interact in a few months.

Answers

  • Jaime FarinosJaime Farinos Head of Services and Support - Chronicle Founding Member | Scholar ✭✭

    This is a very interesting topic. I would find very useful to learn more about best practices, process definition and process maturity in this context. This would include the design, monitoring and improvement of the service portfolio as the product and the service evolves over time.

  • Steven ForthSteven Forth Managing Partner Founding Partner | Expert ✭✭✭

    One of the things we have just started to do is that at the beginning of an epic (in the scrum sense) the marketing, product and customer support teams make a plan that goes to leadership on how the new functionality will be communicated. A full communication plan becomes part of the epic. It needs to address current customers, the market (potential customers) and analysts and other thought leaders. We had a disappointing function launch earlier this year and we feel one reason is that we lacked a plan and tracking systems to connect marketing, sales and customer success to the service development team.

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