Precursive Pillars

CUSTOMER COLLABORATION FRAMEWORK FOR PROFESSIONAL SERVICES

WHAT IS CUSTOMER COLLABORATION?

Customer collaboration is the partnership you form with your client. The world’s best customer success organizations take this collaboration to another level by placing their customers’ success at the very center of their own strategy.

This is why companies like Gainsight, Salesforce and Zendesk have found ways to enable customer collaboration at scale through strategy, process and technology enablement. Collaboration begins in the first stage of the customer journey, customer onboarding where it is critical to set the right altitude for your customer conversations. Use the simple framework below to make collaborating with your customers a priority from the outset:

• What are their strategic goals?

• What challenges block them from achieving those goals?

• What will success look like when you solve those problems?

• How would the customer define value in their own language?

CUSTOMER COLLABORATION STRATEGY FOR PROFESSIONAL SERVICES

Build lasting relationships with customers for a collaborative network.

THE KICKOFF

Collaboration starts from the first step of implementation. The best teams look to set the tone during the kickoff by making sure the client is clear on the plan and all roles are understood.

UAT

Testing is an overlooked part of the project where vendors can often obsess over finding any technical issues or bugs. Advising and collaborating at this stage helps retain customer confidence.

THE SOLUTION DESIGN

If you sell a product which can be configured or customized for your client, then you will need to collaborate with the customer to help design the best solution for their needs.

CUSTOMER EDUCATION

Precursive training sessions can help identify where our product adds the most value to our customers, and show the user how they can save time completing activities on project work.

WHY IS CUSTOMER COLLABORATION IMPORTANT?

Customer collaboration is critical because the joint ownership of figuring out the path to success solidifies the relationship built during a sales cycle. When professional services teams pick up the fulfillment of the pre-sales promise, there will be a number of questions or uncertainties that remain on both sides. Addressing these uncertainties head-on will make both the customer and the vendor feel at ease with one another - it will be clear that they are working together to find not just a solution but the best solution to critical business challenges.

At Precursive, our product development is continually informed by feedback from our customers. Precursive professional services and customer success run Q&A drop in calls, customer health checks and host customer success clinics where we source ideas, feedback and see examples of best practice from forward thinking companies. All of these processes are part of our approach to customer collaboration management.

"Precursive was a deliberate investment to support this focus on the client and our ability to proactively staff our projects with the right resources to deliver value for our clients. Precursive helps us find white space for sales to drive new revenue."

TORRENT DRIVES FASTER MOBILISATION OF TEAMS WITH RIGHT SKILLS ON RIGHT PROJECTS WITH PRECURSIVE PSA.

Daniel McCollum.

CEO | Torrent Consulting

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PRECURSIVE MAKES CUSTOMER COLLABORATION EASY

Precursive’s customer onboarding benchmark survey takes place every year, and our research includes more than 400 companies globally such as Adobe, AppsFlyer, Cisco, Hootsuite, and Salesforce. The most recent customer onboarding report showed that the most successful teams are focused on collaboration throughout customer onboarding to improve time-to-value.

Our software is designed to help your company prioritize customer collaboration management and word more closely with clients. There are several ways that you can collaborate internally and with your customer using the Precursive Platform.

BOARD TEMPLATES

Precursive board templates save you a lot of time and bring consistency when managing tasks for business processes that have a common structure.

Precursive Revenue & Profitability Dashboard

EXTERNAL SHARING

With Precursive you can share a customer plan with your client to show them what they need to do and when or simply to make them aware of the timelines that you are working to.

PRECURSIVE COMMUNITIES

Allows you to invite your customers into a secure portal where teams can collaborate and ensure everyone stays on the same page.