8 Key Steps to Establishing a Customer Success Team
by Beth Fulton, Vice President of Customer Success, Clarabridge

Earlier this year, I was approached to establish a team devoted to tracking and managing retention and renewals from a Professional Services perspective. When this was originally pitched to me, I thought that I was going to be responsible for all the trouble accounts that were at risk, meaning that every day was going to be a battle and I would miss out on the post-contract signature afterglow ...Read More

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“Fight on the Same Side”-- and Other Ways to Cool Down Client Conflicts
by Marty Friedman, VP of Services, S3 Solutions

The best way to deal with a client conflict is to handle it quickly and cleanly. That way, a conflict doesn’t escalate into something big enough to cause trouble for you and your consulting project. I know. That all sounds good, but what do you do? The answer is: learn how to turn conflicts into problem-solving sessions, not arguments. Here are some general guidelines from our Powe ...Read More

PSVillage Professional Services Industry Benchmark

The PSVillage Professional Services Industry Benchmark results enable professional services organizations (PSOs) to measure their performance against their peers and identify areas for improvement in their human capital, finance and operations management.

Instead of wading through hundreds of pages to find the key nuggets of data, you can readily view the actual responses—aggregated into tables and chartsfrom services leaders from pure services firms and software companies with P&L responsibility who completed the survey. Throughout the year, newly completed surveys will be dynamically added to the tables so you always have real-time access to the most current data.

The PSVillage PS Industry Benchmark results will enable you to:

  • More effectively manage your organization's human capital:  View key metrics (e.g., salaries, bonuses, billable rates, target utilization) for 19 different PS roles in management, sales support, operations, and delivery.
     
  • Improve your financial operations and success measurements:  Compare your gross margin target, operating income margin, expense targets, and other key data to your peers.
     
  • Measure your performance against the most comparable organizations:  Filter the results based on geography, company size, professional services organization size, and software delivery model. 
     
  • Be confident in the results:  Surveys are exclusively submitted by executives with P&L responsibility.

For more information, view the slideshow or download the Professional Services Key Performance Indicators (KPIs) and other metrics used in this study.

We welcome services managers with P&L responsibility in software companies or services firms to login and complete the benchmark survey.  To obtain a login ID, register as a Guest or Premium Member.  After you login, you can access the survey by selecting My Profile and then select PS Benchmark Survey (in the upper right of the page). Premium Members with P&L responsibility who complete the survey will receive 1-year complimentary access to the results.

Use the secure online form to purchase either 30-day or 1-year access to the survey results.

Participants who have purchased access to the survey results may log in to access the results and view over 150 tables and charts.
 

Questions? Please contact us.

                                                    
                                 A Special Thanks to Our Benchmark Sponsors:

                    Tenrox PS Benchmark Sponsorship logo      Compuware PS Benchmark Sponsorship logo

 

                                        

 

 

Expand Your Knowledge... Leapfrog Your Peers

The PSVillage Professional Services Library, the first-ever resource of its kind, provides professional services managers with a rich repository of practical tools, methods, and resources to help build, run, and optimize a professional services business.  All documents have been submitted by PSVillage members—many with over 20 years of professional services management experience. 

If you're looking to fine-tune your PS operations, you'll find tools such as a gross margin calculator, a skills matrix, and travel policies.  If you're setting up a new PS business, you'll find sample contracts (e.g., master services agreement, statement of work, and partnership agreement).  To better manage engagements, you can download excel spreadsheets for risk assessments, project financials, or project reviews. You can also view presentations on topics such as best practices in the cloud, and essential traits of effective consultants. To find specific templates, models, guidelines, presentations, and more that will help you manage your PS business, view the full list of library items.

Using the Library

  • Both Guests and Premium Members can view abstracts of all library items.
  • Premium Members can view and download library documents.
  • Your book bag enables you to easily store library items that can be retrieved later.
  • Visit our FAQ and learn how you can contribute items to the library in exchange for complimentary Premium Membership.

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Join our Global Community of 3,000 Professional Services Leaders

At PSVillage, our mission is to provide a supportive and resource-rich environment for Professional Services and Consulting Leaders globally.  Whether you lead a Professional Services Organization (PSO) in a software or hardware company, manage a team of IT Professional Services practitioners in a consulting firm, or are ramping up a services group in a startup, the PSVillage community is here to help you succeed! 
 
There are two ways in which you can participate in the community:
 
Guest Account– gives you limited access to the PSVillage site at no charge, including the Job Board, Newsletter and more; however it does not allow access or participation in the Forums, access to the PSVillage Professional Services Industry Benchmark, the PS Academy or PS Library, or interaction with other members on the site.

Premium Membership– As a member, you'll be part of the inner circle with full access to the entire repository of premium content on the site, including access to research and reports, Forums, PS Academy, PS Library, Newsletter, Job Board, Executive Breakfast Notes, PS Pulse, and the ability to search and contact other members through the site. You’ll also receive discounts on programs, such as the Executive Breakfasts and PS Industry BenchmarkFor Premium Members only, take the PS Industry Benchmark Survey and receive free access to the Benchmark Results (a $995 value).

Limited Time Offer: Upload an accepted artifact to the PS Library and receive a year of free Premium Membership.  Contact PSVillage for details.

Learn More/Join

 

Forums

In times of growth, how do the majority of Professional Services firms achieve accurate Resource Forecasting ? - John Read More

 

I'm trying to figure out what others are using as a "standard" title for the role that sits between the customer, the service group and sales. - Jon Read More

 

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