THE PROBLEM
Does your firm or organization exhibit any of these symptoms of less than optimum Client Engagement? :
· Sub-standard services revenue relative to product sales
· Declining client renewal rates or a rate that is lower than expected.
· Low client happiness metrics scores such as NPS or CSR
· Lower than desired rate of follow-on product and/or service sales.
· The typical client’s product usage "footprint” could be significantly expanded
· Enhancement of product and service effectiveness is required to better suit real client needs and demands.
· Your sales reference client portfolio is uncertain, fragile or in need of care
· Clients are dissatisfied with the availability of resources and level of communication around best practices, usage tips, product updates, availability of services, etc.
THE OPTIONS
What can be done to improve in those problem areas?
· Increase overall level of accessibility and “touch” with all clients
· Create Client Outreach programs that provide:
o A clear measurement of client concerns, needs and priorities
o Improved “freshness” of data regarding client usage and deployment
o Response to client concerns and needs.
· Establish programs for proactive communication of useful and timely information on “wavelengths” most accessible to the appropriate audience, be it via webinars, moderated peer group discussions, how-to documents or other methods.
· Create integrated business processes and a culture of Client Success across all departments of the firm, not just as a stand-alone function, that can provide robust cross-functional solutions
· Provide ample opportunity for clients to share knowledge and experiences with each other through events, conferences, user groups, etc., focused on their prioritized interests.
THE SOLUTION
Why Dave Sculley can help… I have:
· Passion for improving outcomes
· Over 30 years of client-facing experience in Services Management, Consulting and Product Engineering
· Created and directed a Client Success function “from the ground up”
· Expertise as a group facilitator; very effective in leading planning discussions, requirements & scope definition, process analysis or design meetings at all levels.
· Experience in a variety of Service and Development methodologies and applying them appropriately.
· Strong skills in development of annual, targeted, and project level Client surveys, evaluation and response practices
· Experience in development and management of new Conferences and User Groups
· Been certified as a Project Management Professional (PMP)
· Diverse industry experience
· Certification as a Professional Coach, specializing in creativity and problem solving
For additional information on how I can help to strengthen your firm’s revenues, improve client retention and expand your levels of client engagement and product usage please feel free to contact me anytime at:
dpsculley@gmail.com or by phone at 978-408-9731
LinkedIn: linkedin.com/pub/david-sculley/2/3a4/591/
Does your firm or organization exhibit any of these symptoms of less than optimum Client Engagement? :
· Sub-standard services revenue relative to product sales
· Declining client renewal rates or a rate that is lower than expected.
· Low client happiness metrics scores such as NPS or CSR
· Lower than desired rate of follow-on product and/or service sales.
· The typical client’s product usage "footprint” could be significantly expanded
· Enhancement of product and service effectiveness is required to better suit real client needs and demands.
· Your sales reference client portfolio is uncertain, fragile or in need of care
· Clients are dissatisfied with the availability of resources and level of communication around best practices, usage tips, product updates, availability of services, etc.
THE OPTIONS
What can be done to improve in those problem areas?
· Increase overall level of accessibility and “touch” with all clients
· Create Client Outreach programs that provide:
o A clear measurement of client concerns, needs and priorities
o Improved “freshness” of data regarding client usage and deployment
o Response to client concerns and needs.
· Establish programs for proactive communication of useful and timely information on “wavelengths” most accessible to the appropriate audience, be it via webinars, moderated peer group discussions, how-to documents or other methods.
· Create integrated business processes and a culture of Client Success across all departments of the firm, not just as a stand-alone function, that can provide robust cross-functional solutions
· Provide ample opportunity for clients to share knowledge and experiences with each other through events, conferences, user groups, etc., focused on their prioritized interests.
THE SOLUTION
Why Dave Sculley can help… I have:
· Passion for improving outcomes
· Over 30 years of client-facing experience in Services Management, Consulting and Product Engineering
· Created and directed a Client Success function “from the ground up”
· Expertise as a group facilitator; very effective in leading planning discussions, requirements & scope definition, process analysis or design meetings at all levels.
· Experience in a variety of Service and Development methodologies and applying them appropriately.
· Strong skills in development of annual, targeted, and project level Client surveys, evaluation and response practices
· Experience in development and management of new Conferences and User Groups
· Been certified as a Project Management Professional (PMP)
· Diverse industry experience
· Certification as a Professional Coach, specializing in creativity and problem solving
For additional information on how I can help to strengthen your firm’s revenues, improve client retention and expand your levels of client engagement and product usage please feel free to contact me anytime at:
dpsculley@gmail.com or by phone at 978-408-9731
LinkedIn: linkedin.com/pub/david-sculley/2/3a4/591/