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Due to the high degree of trust that customers have in their providers’ PS delivery teams, and the fact that these teams have a solid understanding of the customer environment, it only makes sense for services organizations to leverage their delivery teams to help drive greater revenue. There are, of course, many factors to consider when adding a sales component to your delivery team’s job description. Some are: billable time vs. sales time breakdown, integration with other sales resources, specific sales responsibilities to add, overall account control, new skills required, comp plans, and more. Plus, since they were selected primarily for their knowledge and delivery expertise, will they even have the appropriate customer-facing and sales aptitude to succeed in the sales portion of the role? And how do you handle the team dynamics if some cannot? There’s no doubt that leveraging the PS delivery team in the right way can increase revenue while continuing to build customer loyalty. This workout will explore important factors for achieving success in this dual role environment.
Vice President, Research, TSIA
Principal, Pretium Partners
Publish Date: October 22, 2014
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Peg Rodarmel, SVP, Subscription Services, Infor
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