Comments
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In practice, I’ve seen #3 used most and labeled “Top 2 %” or “Top 2 boxes %” at Fortune 50 tech companies. SurveyMonkey has a page here https://www.surveymonkey.com/mp/top-2-box-scores/
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@Divya Agarwal No dominant providers come to mind for me, like I said, from a demand perspective, few companies want to outsource this, and from a talent perspective, strong product managers and developers want to participate in the upside through stock options or by creating their own companies. Some of the large…
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Hi Divya - I agree with @Scott Siekmeier's suggested documents. As a function, Product Management is more core to the business, and as a result, less likely to be outsourced. However, there are opportunities to augment client staff in ISVs in several areas: Discovering customer needs through interviews and deeper analysis…
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Hi Melanie - With my clients I've seen a couple things: 1) Mark the leads for each product sold by professional services with the "lead source" indicated as professional services. 2) Compare gross and net retention rates between like-sized customers who have, and don't have professional services. Hope that helps. Steve
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I like the T-model and @Phil Nanus' blog post - lots of great ideas there that I'm aligned with. The guiding principle to put the right resource at the right point in your customer journey that delivers the best experience in the most cost-effective manner is on the money. I did not see "Expansion Potential" as one of the…
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@Srujan Pathakamuri One person’s “stalled project” is another person’s “deal sold without establishing value”. To me, it appears your clients are not yet perceiving the value of your services, and perhaps the value of your solution (software + services). I would start by looking at what % of new customers (say, during…
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@Greg Higgins Yes, I would recommend creating the opportunity and closing it as a SOW, Service Order, or whatever contracting vehicle you use for these services. It would count as a Service Booking and that would add to your backlog. Revenue recognition would be consistent with how you recognize revenue for this service…
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@Steven Forth The Tradeoff Triangle is an interesting idea. I like Customer Business Outcomes and Customer Experience that @Phil Nanus proposed, maybe Customer Effort as an alternative to Customer Experience but those are in the same neighborhood. Other dimensions that come to mind are Technical Complexity/Simplicity…
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@Dave Seaton Great question! I've worked with four large and midsize B2B SaaS and tech clients in service and support and facilitated workshops to create CJMs several times, so this one's near and dear to my heart! To your questions: Is your Customer Service and Support team using CJMs to bring customer insight into…
