Creating Client Value …It’s Not Just What We Do.....
It’s How We Do It !
Practice Development & Services Delivery Management
Consultative Selling / Services Deal Making
Skills Management & Professional Development
Services Strategy & Plan Development
Services Strategy & Business Plan Assessment & Development
INSIGHT’s customer-based Services Strategy development model has allowed businesses to respond to customers’ changing view of value by renovating their services missions and strategies to enable them to deliver “services” globally and create real customer value. Key is defining and executing an effective Services Strategy that drives rapid profitable growth, high customer satisfaction, and loyalty. The defined strategic initiatives will address key business processes, a networked-based management system, and guiding principles that promote rapid commitment of intellectual assets, expertise and core competencies to solve customer specific business problems. Highly aligned services-focused processes will drive strategy execution with a management system that supports the cultural change required to successfully run a customer-focused, process-based services business.
Value to the Client....................
A key consideration in documenting a services strategy is to assure alignment with other strategic initiatives of the business, e.g., the overall go-to-market plan; key account(s) management; the channel partner strategy; etc. A ‘real-time’ strategy driven by operational / functional executives will create an innovative blueprint that will:
- provide a basis for decision making and setting / changing directions
- support budgeting, resourcing, skills management
- drive / support detailed planning, e.g., a Practice-based Business Plan
- help improve productivity and manage costs
- provide the basis for communication to motivate and involve all employees
- help manage change / provide a building block for the next strategy iteration; and increase shareholder value
Approach……………….
INSIGHT’s best practice methodology for strategy and supportive
business plan development can be characterized as a modified “Delphi”
approach. Working with the firm’s executive team, INSIGHT facilitates
and participates in the assessment and development of key services
strategies and initiatives. The process is based on “strategic
improvising” (Real-Time Strategy by Perry, Scott, Smallwood) versus a
traditional “tops down” planning approach. Through “strategic
improvising” direction and customer focused actions are made at the
operational level in real time, are team based, and updated on a
continuous basis to keep in sync with dynamic market and customer
environments. INSIGHT’s model fosters plan development and
implementation based customer wants and needs, competitive positioning,
opportunity management, solution business value verification, and
customer validation …i.e., “voice of the customer.”
Key strategic
questions that will be addressed include:
- What markets should be served and what is the opportunity in those markets?
- What are customers’ “wants & needs” for services solutions that when delivered will create high customer value and loyalty?
- How does a firm’s current services capabilities map to customer needs?
- What role does the firm want to play in this market with customers?
- What strategies are required to capture leadership and achieve goals?
- What marketing and sales processes & approaches should be implemented?
- What services and solutions development and delivery processes should be deployed?
- What key Management Systems and support business processes should be implemented?
- What factors will determine success or failure?