Scaling Professional Services: Unveiling the Five Pillars of Success

Описание: #customersuccess #csmpractice #professionalservices #organization #buildingblocks

In this podcast, Irit Eizips interviews Ilan Gendelman, a veteran in the Professional Services industry, about best practices for scaling Professional Services teams to achieve client outcomes. In this interview, we explore challenges faced by professional services teams, including resource allocation, communication, client expectations, knowledge transfer, scalability, and efficient technology use. The Five Pillars of Success – Cultivating Culture, Fostering Collaboration, Streamlining Processes, Empowering Tools and Systems, and Cultivating Customer Empathy – are discussed as key elements for scaling professional services organizations.

Differentiating between tangible and business outcomes and the Revolutionary SLC Framework for enhancing customer experiences are major highlights. Professional services bring value not only to customers but also to internal teams through soft skills training. The Power of Standardized Operations, Strategic Technology Adoption, and Customer Empathy as a Catalyst for Success are explored, along with insights into PSA solutions and code repositories.

Don't miss this opportunity to unlock essential strategies for scaling your professional services organization and achieving exceptional outcomes for your customers!

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👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are three powerful ways I can help you fast-track success while avoiding common pitfalls:

1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩

Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needle—so you can scale smarter and accelerate revenue growth.

Click here to download the workbook:
🔗 https://unlock.thecustomermethod.com/...


2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨

Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact.

Click here to join:
🔗 https://unlock.thecustomermethod.com/...

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?

Building and running a customer success practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS team—without the guesswork and costly missteps of figuring it out alone.

Click here to learn more:
🔗 https://unlock.thecustomermethod.com/...


ABOUT OUR GUEST

Ilan Gendellman has over 20 years of experience in Professional Services and Customer Success, having led Customer Success at Splice Machine and Professional Services organizations at HP Software, Cloudera, Sisense, and dbt Labs.

🔗 You may connect with Illan via LinkedIn:
  / ilangendellman  

ABOUT OUR HOST

Irit Eizips is the Chief Customer Officer & CEO of CSM Practice. Irit is, a renowned expert in customer retention and upsell strategies. Irit has consistently been recognized as a Top Customer Success Strategist and Influencer since 2013 and was named one of the Top 100 Global Inspirational Leaders and Top 25 Customer Success Influencers in early 2021.

Follow Irit on LinkedIn:   / eizips  

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Additional Resources

📑 Blog: How to Scale Your Customer Success Teams
https://www.csmpractice.com/how-to-sc...

📑 Blog: Customer Training: The Secret to Scale in Customer Success
https://www.csmpractice.com/customer-...

🎥 Video: Service Offer Creation and Go-To-Market Strategies for Success
   • Service Offer Creation and Go-To-Market St...  

🎥 Video: Aligning PROFESSIONAL SERVICES with Customer Value
   • Aligning PROFESSIONAL SERVICES with Custom...  

🎥 Video: What Service Packages look like when CHARGING for CS
   • What Service Packages look like when CHARG...  

🎥 Video: Should You CHARGE for CUSTOMER SUCCESS?
   • Should You CHARGE for CUSTOMER SUCCESS?  

🎥 Video:How should you CHARGE for CUSTOMER SUCCESS?
   • How should you CHARGE for CUSTOMER SUCCESS?  

00:00 Intro
02:40 Building Scalable PS
04:36 Tangible vs. Business Outcomes
06:58 SLC Framework
16:42 PS & HR collaboration
20:12 Scaling Process Definition
25:22 PS Tech Stack Approach
27:35 Technology to Improve CX
31:00 Code Repository
32:17 Success Stories
33:46 Customer Empathy
36:13 Lessons Learned