Unlocking Customer Success with Customer Onboarding

Michelle Steenvoorden is the VP of Professional Services at Cleverbridge and is accountable for developing global department strategies/offers to increase revenue, P&L management, operational KPI management and driving department efficiencies. With a background in Customer Success and Consulting in other high-growth SaaS companies, Michelle serves as a leader and expert with best practice experience across customer success, customer support, professional services, and training.Michelle is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, Michelle and Jonathan discuss the growth and transformative nature of a Professional Services organisation, some key highlights include:- Fostering Services Leadership and building a strong team- The future of Services Architecture to drive value for customers- Using scorecarding to advance technology - Driving ARR by building profitable business partnerships// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

Piyush Agrawal is the Global Head of Professional Services at Instabase with 15+ years of experience managing multi-million dollar projects including demand management, risk & issue management and understanding client requirements with managing project reporting for critical time and scope-driven projects. Piyush is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, Piyush and Jonathan discuss the importance of team alignment, customer enablement and scalable strategy for Professional Services. Some key highlights include:- The need for Services Intelligence in a Professional Services Organisation- Efficient Customer Success: Methodology & PS Org Design- The Role of an Architect in Software & Services- Delivering Value with a Customer First Mindset // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

 Reda Bennani is a Professional Services, Partnerships, and Product Management Senior Leader with 12+ years of B2C, B2B, and global experience spanning SaaS (GRC, BPM, CRM, Cyber Security, SOC, and Fintech). He has built and scaled services in companies such as IBM and Stripe. Reda is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, host Jonathan Corrie, and Reda discuss the importance of team alignment, customer enablement and scalable strategy for Professional Services. Some key highlights include:- The Rise of Services in Customer Success- Unlocking Business Growth with Strategic Partner Ecosystems- Productising and Automation of Services Delivery- Mastering Metrics: Articulating Value to the Board of Directors // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

Ash Sawhney is the Global Director of Professional Services at Zebra Technologies. His experience lies in the successful leadership of large-scale global programs, optimizing customer satisfaction, driving revenue growth, and enhancing operational efficiency. Ash is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, host Jonathan Corrie, and Ash discuss the progressive nature of professional services as a function and also not just the delivery but value of SaaS solutions. Some key highlights include:- The power of packaging services delivery- The role and importance of partner enablement- The changing landscape of customer expectations- The role of Professional Services in driving better margin for your business// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

Vijay started off with a background in Engineering, using his skills to become a Project Manager and move into the world of Professional Services. Vijay is also a Founding member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, host Jonathan Corrie, and Vijay discuss the value of a diverse career path and how Consulting companies are being impacted by SaaS.Some key highlights include:- The challenges of Talent Management- The evolution and metrics of Consulting- How getting it right the second time is more important- The power of a Professional Services Community// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k 

James Brown is a commercial strategy and global pricing expert, specialising in the B2B Services and Retail & Consumer Goods sectors.  In this episode he discusses the pricing puzzle faced by consultancies and how they can revolutinize their assessment methods for better monetization with host, Jonathan Corrie. Some key highlights include:- Value based pricing for strategy consulting- Transforming legal and accounting industries with automation- Reccuring Revenue in Professional Services business- AI's impact on Time and Cost efficiency// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

In this episode, Saood unlocks the power of customer success including the seven laws of customer onboarding with host, Jonathan Corrie. Some key highlights include:- The power of effective onboarding and post-onboarding strategies- Boosting Customer Value in SaaS- The Key Connection Between Faster Delivery and Revenue Growth- Success with Strategic Metrics and Continuous Iteration- The Thrill of Turning Customers into Advocates// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

As an experienced Professional Services (PS) and Customer Success (CS) leader, with a successful track record of building and scaling technical customer-facing organizations, Ilan Gendellman unravels the constantly shifting landscape of PS with host, Jonathan Corrie. Some key highlights include:- Why Chaos-Free Operations Drive Performance and Partner Satisfaction- The Secret Sauce for Customer Success- Simplify Your Strategy for Subscription Services- The Key to Selling Enterprise Software- Key Metrics for an Exceptional Professional Service Organization Get to know the Services Delivery Alliance (SDA): https://www.servicesdeliveryalliance.com // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

With a proven history as an executive leader in scaling businesses and delivering customer success, Rob Niehaus brings his tenure of knowledge and experience in Professional Services to this discussion with host, Jonathan Corrie. Some key learnings include:- Connect and Convergence of teams with customers- The value proposition of Services- The 3 Phases: Necessary, Differentiator, Growth Engine- Work with a Maturity model and build pillars to articulate and drive continuous value  // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Layla Selick - VP of Strategic Customer Success at Productboard, speaks with Jonathan about building a Professional Services organization within the company to create, and how efficient or inefficient operations can spell make or break for consulting firms and their clients.Some key learnings include:- Understanding hiring profiles for a Professional Services team- Alignment with GTM: 'Passing the baton' between Services & CS - Driving faster time-to-value and recurring value for the customer- Archetype & prototype in the language of your customer base & Industry- Gearing people around retention // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k