In this enlightening episode, Brian Doyle delves into the often-misunderstood world of strategic planning in customer success. While many in the industry are just starting to embrace strategy as a novel concept, Brian brings clarity and depth to the conversation by distinguishing between tactical and strategic initiatives. A frequent fixture on LinkedIn, Brian uses his platform to express his views on thriving as a service provider and how to leap from mere problem-solvers to proactive business partners.

Focusing on building joint strategic plans with customers, Brian underlines the importance of understanding client goals and challenges to foster trust and collaboration. The episode highlights the nuances of technology roadmaps, warning against the oversimplification of categorizing them as strategic plans. Instead, it critiques this oversimplification as a failure to advance business outcomes. Detailed discussions cover how service providers can become indispensable by connecting technology services with client business goals, outlining the necessity of evolving as management consultants to enhance client relationships and secure long-term partnerships.

Key Takeaways:

• Differentiating strategic initiatives from tactical tasks is crucial for service providers aiming to align closer with customer goals.

• Building joint strategic plans with customers helps establish a productive and transparent partnership, allowing for better alignment on shared goals.

• Understanding and utilizing current technologies can create low-cost, high-impact improvements in client operations, fostering trust.

• Reinforcing strategies with clear, cause-and-effect scenarios increases the perceived value and importance of proposed solutions.

• Ensuring customers are positioned as the hero in their stories, with service providers acting as expert guides, strengthens long-term relationships.

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com