Latest Expert Articles

6 Steps for Leveraging Your Customer Success and Professional Services Teams to Drive Product Revenue

by Andrea Mulligan, CEO, Sophity LLC

We all know that SaaS has changed more than just the way software is developed and delivered to customers. SaaS has also fundamentally changed the way a software company’s success is evaluated and what customers expect from an ongoing support perspective.I was at the TSIA conference in San Diego the week of May 1, 2017, and I left with 2 primary take-aways (reinforcements of what I believed was... Read more

Brilliant Customer Experiences: 7 Things Your Customers Want, Expect & Deserve

by Jim Alexander, Founder, Alexander Consulting

The customer experience is the customer’s key player’s perception of a supplier’s performance, including activities that do not directly touch the key player but that affect her overall view of the supplier. Like customer success, customer experience is personal. Let’s start this conversation by looking at what you need to do to deliver on the seven things that your customers want, expect, and... Read more

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  • I’ve been attending the PSVillage Executive Breakfasts for nearly a decade. I never miss them because they present an invaluable opportunity to discuss current issues and challenges that I face with a group of my peers. I always enjoy the interactions and leave with new ideas that I’m able to use right away.
  • "Thanks for creating this wonderful resource for PS folks. I have found the information and collateral to be very useful. Although I have been passively following the group for a while I recently joined as a premium member and am looking forward to being an integral part of the community."
  • Best way to learn is through the experience of others and the PS Breakfasts provide the best venue for PS practitioners.
  • The executive breakfast topics are always on target for my level (VP of Professional Services) and the speakers are top rate. I always come away having learned something substantial that makes me better at what I do.
  • "PSVillage is an excellent community of PS intellectuals. It's a wonderful platform to share best practices and opinions with peers, and to learn from the experiences of hands-on professionals working in the field. It serves as a medium for easy and broad communication in a very conducive environment."
  • The PSVillage breakfast is a great opportunity to get together with my peers in the industry to learn about the latest tools and approaches to improve the PS practice at my company.
  • I've been attending PSVillage events for 10 years and rarely miss one. There is no other venue like the executive breakfast to meaningfully network with peer PS Executives in an intimate environment and keep up to date on the latest industry trends.
  • A growing community of like-minded professional services leaders sharing business challenges, experiences and best practices. Very worthwhile.
  • "As a new member, I was overwhelmed with the great info that is shared and how relevant it is to my day-to-day job. It is great to see how others who face the same challenges I am facing are willing to share information, offer support and answer questions."
  • "PSVillage is awesome - it is a valuable industry resource for me personally and for my company. I hired an employee as a direct result of my involvement with PSVillage, and have connected with other members to solve my PSA issues."
  • “After I was hired to start a Software Services and Support group for a small, but growing software development company, I turned to PSVillage where my peers gave me some better organized ideas and also confirmed that many of the business processes I had implemented were right on track.”
  • "The strength of PSVillage is its community focus --  bringing professional services leaders together from around the world to collaborate, network and learn."
  • Sharing information with peers who have similar experiences, challenges, and interesting solutions is extremely valuable. Thank you, PSVillage, for bringing us together!
  • "This was my first PSVillage breakfast and I was pleasantly surprised. Great topic and it was good to meet some like-minded people in a supportive environmentI (almost a therapy meeting!). Thanks for providing such a valuable service."
  • PSVillage provides a great forum for open and honest dialogue about relevant topics with my peers.
  • Great presentation and discussion, really liked Shane and the way he thinks about professional services distillation into 7 Principles, generated some good ideas and plans for sharing with my team.
  • The best organization I belong to for networking with peers. I have always found the topics at the breakfasts to be very informative.
  • "I get so much value from my PSVillage membership. I am always hunting down information on the web site, and the personal interaction with peers at the breakfast is great networking!"
  • "I really enjoyed the Atlanta Executive Breakfast. The facilitators did a great job, and the dialogue was in the sweet spot for helping to solve some of the challenges I face today."
  • PSVillage provides valuable insight for services leaders from the front lines. Today's breakfast discussion on consultant training was right on the money!
  • "The PSVillage PS Benchmark is one of the most informative PS compensation benchmark studies I've seen. I'm currently working on a new variable compensation plan for my PS team and the ability to ensure that we are competitive across all roles is critical. It is particularly helpful to be able to filter the data in different ways to ensure that I'm comparing apples to apples."
  • PSVillage has been instrumental in bringing together a community of PS executives that probably would never connect otherwise. They are providing a great service to the Professional Services industry.
  • It's always so great to get together, meet new colleagues and reconnect with others. The opportunity to learn, exchange information and be with those who share so many of the same challenges is priceless.
  • “The PSVillage PS Industry Benchmark provides an excellent context to validate or compare assumptions based on a broad services community, and provides specific data elements to support key business decisions. As the year progresses, I will surely go to the benchmark results again, especially as we revise our strategic plan for next year and create a broader services roadmap.”
  • "PSVillage has proved to be an indispensable resource for both me and my division. Working with the PSVillage team is always a rewarding process."  
  • The PSVillage Benchmark is a simple, elegant, and powerful representation of PS metrics in a dashboard view. It gives you the ability to drill into information to provide deep intelligence for comparison and contrasting of your practice against others.
  • “I enjoy attending the PSVillage executive breakfasts. I always find the topics very relevant. It is one of the few places that I can sit and talk shop with others who have the same issues that I do, which helps to think through creative solutions.”
  • The PSVillage team does a great job providing its members with a lot of useful information through their surveys.                                                     
  • PSVillage continues to provide immense value. It’s a great network for sharing experiences and best practices. Keep up the great work!
  • "The Atlanta breakfast meeting this morning was wonderful. I met some great people and already have a few follow-up meetings set. I have been raving to my co-workers about the information I get from the PSVillage site."
  • PSVillage has helped me form a network of Professional Services managers that I can share ideas with and exchange advice. The value of that can't be overstated.
  • "PSVillage is a great resource for the Professional Services executive community. The members are spot on, the topics timely and valuable and the community is managed very well. A must for all Professional Services Executives!"
  • “I have found tremendous value in the local PSVillage executive breakfasts. The topics are very pertinent to what we have to deal with in the PS world. The speaker at the recent breakfast did an excellent job in covering a wide range of critical issues. Thank you for organizing this very valuable industry event.”
  • The Professional Services executive meet-up you organized at Dreamforce was fantastic. There were so many people with great backgrounds. Another job well done!
  • "Great experience so far at PSVillage. Being able to connect with peers and discuss best practices has helped me improve our organization multiple times."
  • "I attended my first PSVillage networking event and not only was I impressed with the caliber of the attendees, I was extremely impressed with the speaker. Looking forward to the next event in my area!"
  • “The PSVillage Benchmark provides tremendous insight into the PS world. I’ve never seen one as comprehensive and detailed, and targeted specifically for the technology Professional Services industry.”