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.