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Passing the Baton from Project to Service
Manage episode 325259913 series 2879314
Content provided by Solutions360. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Solutions360 or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
What does a typical handoff from project to service look like in your integration business?
Is your hand-off more of a drop-off?
Don’t ring the doorbell and run – set your service team up for success!
On this episode of ClearTalk, Brad Malone and Tofiq Indawala discuss how mature integrators see the purpose of any project is to create a long-term service customer that will generate monthly recurring revenue.
A growing number of integrators have adopted the RMR mindset, but the industry still needs to do a lot of work to understand how to deliver successful handoffs.
Projects are transitory and merely the vehicle to get to service. So, is your service team pulling the project towards them?
Integrators should look at service as a key stakeholder in the relationship with the customer.
“Everything should be geared towards handing the customer over to service,” says Malone. “From the inception of the proposal to the way the project is executed, the work breakdown structure, and the documentation at the end of the project. All this information makes services more successful in maintaining the customer relationship.”
“Traditionally, everybody's taught that the stakeholders of your projects are the executives, sales, or the customer, but they completely forget about service, who must take that ownership of the relationship and service it for 10 to 15 years,” says Indawala.
If your service team is still the red-headed stepchild of your integration company, this podcast is for you!
48 episodes
Share
Manage episode 325259913 series 2879314
Content provided by Solutions360. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Solutions360 or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
What does a typical handoff from project to service look like in your integration business?
Is your hand-off more of a drop-off?
Don’t ring the doorbell and run – set your service team up for success!
On this episode of ClearTalk, Brad Malone and Tofiq Indawala discuss how mature integrators see the purpose of any project is to create a long-term service customer that will generate monthly recurring revenue.
A growing number of integrators have adopted the RMR mindset, but the industry still needs to do a lot of work to understand how to deliver successful handoffs.
Projects are transitory and merely the vehicle to get to service. So, is your service team pulling the project towards them?
Integrators should look at service as a key stakeholder in the relationship with the customer.
“Everything should be geared towards handing the customer over to service,” says Malone. “From the inception of the proposal to the way the project is executed, the work breakdown structure, and the documentation at the end of the project. All this information makes services more successful in maintaining the customer relationship.”
“Traditionally, everybody's taught that the stakeholders of your projects are the executives, sales, or the customer, but they completely forget about service, who must take that ownership of the relationship and service it for 10 to 15 years,” says Indawala.
If your service team is still the red-headed stepchild of your integration company, this podcast is for you!
48 episodes
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Similar to ClearTalk
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
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…
continue reading
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…
continue reading
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…
continue reading
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continue reading
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
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continue reading
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continue reading
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continue reading
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