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Intelligent Services Delivery

THE BLUEPRINT FOR INTELLIGENT SERVICES.

In the modern SaaS economy, every company must deliver profitable growth. Customer retention is key and Services performance directly impacts a company's success. Here's a guide so your Professional Services teams don't go up stream without a paddle.

WHAT IS INTELLIGENT SERVICES DELIVERY?

The mission of professional services is to maximize ARR without losing money. The shift from growth at all costs to profitable growth means services has a critical role to play in customer acquisition, retention and growth. The services portfolio must accelerate time-to-value as well as unlocking additional value over the customer lifetime.

To do it "intelligently" means a frictionless experience in terms of services delivery and the consumption of value by the customer. The importance of strategy, org design, delivery methods, pricing and packaging, partner ecosystems, resource management and commercial excellence all form the backbone of an Intelligent Services function.

OPERATING MODEL FOR INTELLIGENT SERVICES.

NOT ALL SERVICES ORGANIZATIONS ARE CREATED EQUAL

Professional Services Organizations (PSO) rearchitect their design to deliver customer success and predictable revenue. This operating model articulates the core organizational capability to help you grow and scale success-led services

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Key metrics and KPIs are managed in real-time to support governance and functional growth

Integrated processes are critical to a seamless customer experience enabled via your CRM and PSA

PSO needs to mobilise people, capability and skills to meet customer needs across their lifecycle

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Systems & Technology

Cross Functional Alignment

Services GTM

Customer Journey Process

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Organization Design

Governance

Partner Ecosystem

Roles & Responsibilities

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Skills & IP Networks

Culture

Talent & Career Pathing

Workforce Science

STRATEGY

PROCESSES

PEOPLE

STRUCTURE

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Customer Journey Process

Services GTM

Governance

Partner Ecosystem

Roles & Responsibilities

Organization Design

Systems & Technology

Cross-Functional Alignment

Skills & IP Networks

Culture

Talent & Career Pathing

Workforce Science

PRECURSIVE PROFESSIONAL SERVICES MATURITY MODEL.

Precursive developed a maturity model to help customers benchmark their current state of maturity and identify gaps in performance across 5 core capabilities.

Strategic Vision

1

IMPROVISED

Reliant on services as crutch to product market fit

2

DEFINED

Focused on technical implementation

Commercial Excellence

Siloed sales and services with deals thrown over
the wall

Defined handoffs promote partnership

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3

REPEATABLE

Strategy to identify opportunities across customer lifecycle

Repeatable sales process, structure and collaboration

4

GROWTH

Success-led strategy with sustainable operational process

5

WORLD-CLASS

Vision combines robust culture & operating model that fosters innovation

Prescriptive sales methodology

Professional Services
is a trusted advisor by customers

Resource Management

Jack of all trades approach is ad-hoc & reactive

Foundational processes in place

Automation promotes proactive approach

Insight based method of capacity planning

Intelligent resource management function

Services Execution

Startup process with no consistent delivery process

Initial methodology allows for tracking duration

Repeatable methodology begins to drive faster services delivery

Outcomes based engagements accelerating Time-to-Value

Innovation across project and consumption based services architecture

Financial Operations

Difficult to track performance with ad-hoc financial management

Early stage financial improvements and fiscal discipline

More accountability and financial control due to standardisation

Accurate forecasting and recognition of revenue  and margin

Predictable revenue and high profit margins helps fund future investments

A ROADMAP FOR INTELLIGENT SERVICES.

High performing services teams provide a broad mixture of offerings to meet customers where they need them. With multiple service lines, your GTM needs a rock solid delivery methodology that you can iterate and enable through technology.

The Precursive Engagement model includes a Services Audit and Maturity Assessment to enable the effective deliver your mix of services.

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Services team onboarded into framework

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OPERATING MODEL

Defined for global professional services

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PRECURSIVE MATURITY ASSESSMENT

Used to audit services maturity and delivery models

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Provides the framework for delivery of multiple service lines

DELIVERY METHODOLOGY

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PRECURSIVE SERVICES DELIVERY CLOUD

Precursive enable services execution across all forms of delivery method

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INTELLIGENT SERVICESPREDICTABLE REVENUE

Take a different view of the customer journey over a multi-year time horizon with a focus on long-term customer engagement and value creation through intelligent services design.

Customer Journey

Acquire > Onboard > Renew

YEAR ONE

Your Challenges

Inconsistent, slow deployments

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Optimize > Expand > Renew

YEAR TWO

Enhance > Innovate > Renew

YEAR THREE

Evolving customer needs

Need to do more with less

Services Offering

Implementation

On-demand

Managed Service

Value Engineering

Subscription Service

Expertise Needed

PM, Technical & Change Management

Technical Consultancy

Advisory and Advanced Engineering

Services Margin

-ive > 20%

30-60%

40-60% at Maturity

PRECURSIVE IMPACT ON SERVICES DELIVERY.

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$1M
Increase in Productivity

Achieved by resource managers better assigning staff based on skills, geo location and capacity

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1000 Hours
Saved for PMO

Automation builds project plans and resource needs based on CPQ line items and services packages

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80% Projects
Delivered on Time

Better control throughout implementations and improved backlog management drives efficiency.

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“What’s best about Precursive is its ease of use, especially compared to other tools on the market. The UX is super clean and it’s simplicity tying different pieces together, from resource allocation to project milestones, makes it an easy project management tool to use and therefore our adoption of the tool is high. The fact that it’s 100% Salesforce native is key.”

DAYNA GILES.
Director of Operations | Dealertrack

FREE TOOLS TO TAKE YOUR SERVICES DELIVERY TO THE NEXT LEVEL.

PLAYBOOK

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With guidance and practitioner insights from Dave Kellogg, Jay Nathan, MongoDB, Poppulo and more

PODCASTS

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Building Intelligent Services Delivery for success and growth with Piyush Agrawal from Instabase

RESEARCH

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The home of productizing services delivery with resources including toolkits in one place.

BLOGS

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What you need to know about Services Delivery in today's modern SaaS economy & beyond

INTELLIGENT SERVICES DELIVERY WITH PRECURSIVE.

Whether it's products, pricing, our services or anything else,
speak with an expert to identify the right Precursive solution for you.

PS CONTENT BY PS LEADERS.

BLOG

PODCAST

PRODUCT GUIDES

PLAYBOOKS

PRODUCTIZE SERVICES DELIVERY

SERVICES DELIVERY ALLIANCE 🤝

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THE PSA PLATFORM THAT DELIVERS.

SALESFORCE NATIVE

PARTNER ECOSYSTEM

CUSTOMER STORIES

INTEGRATIONS

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BY PRODUCTS.

PROFESSIONAL SERVICES AUTOMATION

CUSTOMER & PARTNER WORKSPACE

REVENUE MANAGEMENT

PRECURSIVE AI ✨

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