Creating a value chain through the needs

Client has needs, the most important thing is detect the ones that they really are willing to invest on them.

For sure I have not that all that information. But there are ways to work on this.

If you get the 100% of these “needs”, the client is aware of some of them, but there are others that they are not aware.

Now I just want to focus on the “needs” they initially are not aware.

I work with the teams and the application owners of the client to understand how the things are going on, detect business improvements or productivity faults that could be improved.

Then I prepare a business case, trying to clarify the background and facts that make that the situation (is not right) could be improved. I know the minimum requirements they want for the E2E services they outsource, so to emphasize the need in these terms is not complicated. Try to demonstrate the ROI is sometimes complex, but at least I always add some figures in this area.

After a year in this position, I have done a dozen of these reports to the client. The result?

  • Direct benefits : poor, just 3 of them turned in new contract or a contract extension.
  • Indirect benefits: they are happy to see we take care of the situations, we point to the problems, and provide solutions in a pro-active way. They can make business decisions with this information or they can just wait for future when the problem really turn in a critical problem.

Help others sometimes has counterproductive effects

I manage different teams and for me it’s essential to understand the way the things happens on each project or service.

The reason is easy, later I have to go to the client and manage situations in the right way. To be in front of the client, understand the situation and be able to provide details that help to the understanding of the other side has been always a good approach with so many benefits.

The problem sometimes comes from the internal management of the team. Some people understand my approach on the help and they are happy to see my interest and the benefits of providing this information.

Others understand this way to the desire of control I have on their activities. They increase the volume of e-mails reporting about daily things I understand they do and I have not to take care of it.

One month ago I had to talk about this point and try to explain my approach in a clear way: I’m not here to control you, I’m here to understand some details of your service that help me to communicate the client in a manner that I can defend our position with the use of information that is useful for all of us; so thank you for all these reporting e-mails you send me but I don’t need them. I know you do these things but I don’t need evidences of it.

The guy got the message in a positive way. The fault was mine, I sometimes do not explain my intentions in the right way and there are misunderstandings. 🙁   This was explained too.

Now things works better.

(home, sweet home)