At Arizona State University’s Center for Services Leadership annual Symposium, The INSIGHT Group led two well attended sessions. Attendees provided feedback on a self assessment questionnaire at the beginning of each session. The participants were ‘self-selected’ and the insights provided are revealing.
What are challenges for Selling Value-Added Services and Solutions?
The statements that the group answered most positively with either ‘agree’ or ‘strongly agree’ responses were:
Conversely, the statements with the most significant gap or lowest ‘agree’ or ‘strongly agree’ were:
The survey results show that the attendees firms have dedicated services and solution business development (services sales) teams in place with a solid sales coverage model that includes account relationship management. Yet more work is required to help these teams develop and replicate ‘first of a kind’ offerings and to implement a sales plan that leverages services / solutions sales and strategic accounts.
Below is a chart with the group’s full Services / Solutions Readiness self assessment responses.
Question |
Strongly Agree 4 |
Agree 3 |
Disagree 2 |
Strongly Disagree 1 |
Average |
1. A sales coverage model is in place that supports account relationship management and services/solutions business development. | 20% | 43% | 30% | 8% | 3.0 |
2. We have dedicated business development (service/solutions sales) teams in place. |
20% | 53% | 20% | 8% | 3.1 |
3. The business development teams are trained and proficient in consultative selling. | 13% | 29% | 42% | 16% | 2.4 |
4. Our services/solutions sales plan leverages a services/solutions specific strategic account program. | 8% | 29% | 45% | 18% | 2.3 |
5.Account managers and Service practice leaders have deep understanding of the customer’s industry and the top services needs and solutions. | 13% | 31% | 56% | 10% | 2.7 |
6. Key services delivery professionals are involved in the selling process. | 8% | 51% | 26% | 15% | 2.6 |
7. Compensation and incentive programs are in place that focus on rewarding individuals and teams for selling valued services and business solutions contracts. | 5% | 37% | 34% | 24% | 2.3 |
8. We have common documented processes for sales engagement/deal making with clear roles and responsibilities. | 5% | 38% | 41% | 15% | 2.5 |
9.We have common documented processes for identifying, selling and rolling out multiple mass customized ‘first of a kind’ services offerings. | 5% | 23% | 50% | 23% | 2.3 |
*The above scale ranged from a 4 for “Strongly Agree” to a 1 for “Strongly Disagree”. The Analysis is based on a total of 40 respondents with a total average score of 21.1 out of a possible 36.
How does your assessment of your company compare with these results?