CindyYoung · Senior Manager · | Scholar ✭✭

Hi @Srujan Pathakamuri - Yes, many components to this indeed! Not knowing all the context, one suggestion to get stalled services moving would be to offer clients a discount on the rate if they move forward by X date, in conjunction with offering customers the ability to speak with some referrals who have taken advantage…

Our PS team does have senior roles who support the software/services sales process. Standardly, we define an implementation service model and if the customer is comfortable with standard services as communicated by the sales rep, PS does not need to be involved. However, many times, the customer does need a more detailed…

Our Professional Services leader makes time for virtual happy hours regularly - during these times we do not discuss work but instead weekend or vacation plans, our favorite chocolate, we don silly hats or wigs, etc. - anything but work!

Our PS and Ops teams uses Power BI for reporting of sales, resourcing, and utilization data. Gainsight is part of our technology stack, used by the Support Services/Customer Success areas but is not included yet into our Power BI reporting - this data is currently distributed via .ppt/email.

Our PS resources are expected to have both skills - by our customers. Despite thorough documentation, knowledge is generally lost when switching resources between requirements gathering and solutioning.

For Professional Services, we compare businesses monthly, actual/forecast vs. plan and prior year, using the following metrics: recognized revenue, billed hours, hourly rate, and utilization and we add a customer satisfaction measure.

I have not seen any formal protocol - I think it is currently more dependent on the culture of your company. We try to show camera when presenting and everyone else is off (supposedly this helps with bandwidth) - but this is not enforced or always consistently applied; also, we laugh at background changes so we use it as a…

We are running a Professional Services sales push of offerings which can help our customers increase efficiency during this remote-work environment - these are smaller projects, offered fixed fee, with allowance of higher than normal discounts. We anticipate it will generate near term billable hours to replace hours which…

We have recently begun to implement FinancialForce on the SalesForce platform - very good functionality, integration with Sales/Service Cloud and other apps on the platform (i.e. for quoting).....like all software, the stock code does not cover all business process scenarios so requires some reworking of business…

Yes, I believe CS teams should heavily influence the product roadmap, as they are front and center in hearing first-hand any post-live challenges. As well, in organizations where Professional Services (PS) is a separate organization/team, they should also heavily influence the product roadmap due to first-hand knowledge of…

Excited to be a founding member - looking forward to collaboration with you all and the entire community!