Don’t be a one-hit wonder. Make your services delivery team the rockstar band that creates fans and keeps them coming back for more!
We see most SaaS business models today fueling towards one goal, Customer Success. Keeping the customer happy, means they keep your services and therefore you can identify opportunities for recurring revenue. But, it’s no longer enough for your CSM to just check-in with the customer at different stages of their journey. It’s paramount to include the customer in the planning process and align your delivery to what outcomes they want to achieve so they see value in your service as soon as possible. Seamless professional services delivery by the whole team, every time, builds trust and creates loyal customers that can advocate for your business and help it grow.
But how can you achieve this consistently?
There are 3 core principles to how we at Precursive think about growth in Professional services:
Strategy: What do you want to achieve?
Execution: How do we deliver our strategy?
Team: Who is going to help us get there?
Traditionally, companies have followed Professional Services led delivery models to add revenue and grow their business. However, this in turn meant they had to hire more resources to deliver these services, meaning their revenue is akin to their costs. If operations are non-scalable, profit margins can be significantly reduced. In today’s world, many companies are seeking to adopt a more outcomes-led delivery model that requires services to understand what the customer wants to achieve and thereby becoming enablers to drive recurring revenue.
One way to achieve this is to have your services team follows these foundational principles:
Maximize Customer Value: Focus is on customer satisfaction and accurate delivery of the plan. All too often services focus on the revenue yet by ensuring successful delivery it is natural for increased revenue opportunities and reduced churn to result.
Methodology & Governance: Be clear on who is in charge of services within the team, create a package of features and provide documents and accelerators for customers. This will reduce the risk of over-complex implementations and the customer will also see quicker returns on their investment.
Partner Ecosystem: Educating partners and enabling them to deliver services based on our model means the customer will have a consistent level and quality of service overall. If the customer is satisfied, you can leverage this to attract prospects and scale.