The Professional Services Pursuit

• The ups and downs of the RFP process
  • The role of procurement for strategic enterprise
  • Platform and in-strategy services acquisitions
  • Properly gauging the commitment of new clients
• Enterprise software acquisitions
  • Change Management and adoption
  • How to prevent low adoption rates
  • When to begin the change management stage

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• Setting a North Star vision that aligns with your value system
• The benefits of productizing your agencies services to serve clients and employees better
• Defining the foundational elements in your toolbox
• Reinvesting in the people that helped guide your success
• Adapting in unforeseen situations

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• Training to a standard
• Allowing your resources to grow and develop without negative influences
• Better increasing utilization in your organization
• The Just-in-Time Resourcing Process
• Getting on the 20-80 Standard
• The future with automation solutions
• How automating helped during a global pandemic

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• Bear’s journey from a resource manager at the Olympics to his current role
• His love/hate relationship with spreadsheets and the need for a more reliable solution
• Solving the problem of siloed, incomplete data
• The need for automation and how he approaches implementation of new tools 
• The different metrics Bear uses to measure success
• Selling people on change

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• The value of legitimate Net Promoter Scores
• The “Age of the Global Service Firm”
• Why proprietary and standalone internal systems hinder scalability
• “The End of the Bespoke Era”
• How advanced technology changes service processes and outcomes

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Brent sits down with former Neustar Sr. Director of Product Marketing (now VP of Product Marketing at Infosum) and podcast host, Devon DeBlasio.  They take a deep dive into marketing, privacy, and the need for more data science unicorns to bring a human factor to data and automation! The conversation includes:

• Neustar and Devon’s previous role within the organization
• Privacy within marketing
• The big focus on consumer privacy by the government and news organizations
• Consumer expectations of advertisers
• The importance of transparency to create a better customer experience
• How Neustar approaches identity resolution, and the focus on the household
• Solving for the decline of the cookie
• Finding and retaining really specific talent

Check out Neustar

Listen to more of Devon on his podcasts No Hype and You’re On Mute

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John Ragsdale, Distinguished Researcher and VP of Technology Ecosystems at TSIA, joins Matt once again to talk about the key elements every Professional Services Organization should be focusing on moving into the new year. The conversation includes:

• “Go Live” numbers and automation of the “Quote to Cash” cycle
• The shift from financial charters to driving customer adoption
• The new concept of customer success in cloud technology
• Progress on agencies adopting an end-to-end customer experience strategy
• The ongoing event of onboarding
• Chief Customer Officers
• The need to look at your technology and resource budgets

If you would like to explore this topic more, head over to the Mavenlink blog for a whole host of articles about client satisfaction. 

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Brent welcomes founder of Ignition Consulting Group, author, presenter, and “brand doctor for brand doctors”, Tim Williams to discuss his unique perspective on focused business strategies and transformative revenue models. The conversation includes:

• What it means to be “focused”
• Having a clear positioning/prospecting strategy and the 4 questions to determine your differentiation 
• The problem of “unprofitable growth” and how it affects firms of all sizes
• Developing a pricing strategy and the importance of shifting from a bottom-up cost basis to pricing the value of expertise
• The issue with the hourly rate structure and the reason for the talent drain in agencies
• Creating a diversified pricing portfolio

For more great information on this subject check out Tim’s books or visit the Ignition Consulting Group website:

Positioning for Professionals

Take a Stand for your Brand

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• Michael’s interesting technology background and the career path that lead him to this role
• What the merger means for ongoing and future product development plans
• The day 1 advantage and significant growth opportunity that this merger will facilitate 
• How this helps expedite global business solutions and great customer experiences  
• Michael’s top priorities and his positive feelings on the future of how the merger will impact customers

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Melissa Korzun, the Managing Director of Client Transformation, Strategy and Operations at TeleTracking joins the show! Host Matt Finch uncovers insights from Melissa on her Professional Services strategy and operations role and the impact it has had on their business; including:

• Events that led to the development of the Strategy and Operations role
• The importance of balancing focus internally and on clients
• Taking stock of operational imperatives to define organizational direction
• Understanding what is traction vs. a distraction 
• The importance of strategic internal communication
• Giving teams the visibility and sponsorship to take ownership of projects and solve problems where they exist
• A conversation on culture and not being afraid to fail

Connect with Melissa and check out TeleTracking

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