Gary Feldman’s Post

Clients and their consultants may have entered the contract with best of intentions only to see the relationship explode due to unforeseen or uncontrollable circumstances. Historically, the client advocate served as the liaison between the customer and the consulting firm. This “account manager” position helped find resources or sell services to the customer on behalf of the consulting firm. An independent Client Advocate offers the same benefits on behalf of the client. https://lnkd.in/eE5TZq8T #CxOServices #ProjectManagement #ERPImplementation

Typically, a company changes business management systems once per decade, or hopefully, even less frequently. Internal resources may have changed systems once or twice in their career. Client personnel often have their regular job duties to attend to during the project. In large enterprises, a full time project manager is assigned, or specifically hired for the duration of the project. Client Advocates can serve as project or program manager on a fractional basis. https://lnkd.in/eE5TZq8T #CxOServices #ProjectManagement #ERPImplementation

As technology and business practices evolve, so must the procedures and engagement models of consultancies. The vast majority of consultancies view themselves as service providers. Consultants all want to provide the best service possible to our clients. We strive to achieve the client’s business objective and delight them with our service! However, publishers and business practices have created systemic tensions. https://lnkd.in/e5EP_ZD9 #CxOServices #ProjectManagement #ERPImplementation

As an boutique firm, independent of publisher affiliations, the I-BN Client Advocate model places the customer at the heart of the service. Our engagements focus on specified client outcomes. We have no publisher quotas, internal revenue growth metrics or conflicting agendas. Engaging with a client advocate improves the probability of success and maximizes the return on investment for a variety of reasons: https://lnkd.in/eE5TZq8T #CxOServices #ProjectManagement #ERPImplementation

Connections – When project complications occur an advocate can effectively escalate problems to hasten resolution. Advocates know executives at publishers, third party developers or consulting organizations and can call or message their connection in a way a single customer cannot. Advocates can translate and communicate in the industry TLAs (Three Letter Acronyms) and technobabble. https://lnkd.in/eE5TZq8T #CxOServices #ProjectManagement #ERPImplementation

Conflicts between publishers and service providers come from historical practices. The questioning of value per hour or whether the hour should be billed creates an adversarial relationship between customer and service provider. Clients feel “cheated” when usage declines and service levels and prices are fixed over a long term. Monthly subscriptions often requires a one, two or three year commitment to the initial usage level. Incentives and discounts that “lock in” a price also lock in a cost which may exceed value. https://lnkd.in/e5EP_ZD9 #CxOServices #ProjectManagement #ERPImplementation

🚨 When Business Can Go Wrong: Navigating Challenges in Consulting 🚨 Ensuring seamless operations and client satisfaction is paramount for KS Practice Consulting. However, there are times when unforeseen hurdles arise, especially when engaging contractors to assist your clients. As a consultant in the medical industry, it's essential to be prepared and proactive in handling such situations. Here are some key strategies that I use to mitigate risks and maintain the integrity of KSPC's services: 1️⃣ Thorough Vetting: Before partnering with a contractor, conduct comprehensive due diligence. Verify their credentials, experience, and track record. Ensure they align with your standards and values to uphold your reputation. 2️⃣ Clear Communication: Establish transparent communication channels with both clients and contractors. Clearly outline expectations, deliverables, timelines, and any potential challenges. Encourage open dialogue to address concerns promptly. 3️⃣ Contractual Agreements: Where applicable, draft detailed contracts that define the scope of work, responsibilities, and dispute resolution mechanisms. Include clauses for confidentiality, intellectual property rights, and termination terms to safeguard your interests. 4️⃣ Risk Mitigation Plans: Anticipate potential risks and develop contingency plans accordingly. Identify alternative resources or backup solutions to minimise disruptions in case of contractor unavailability or underperformance. 5️⃣ Regular Monitoring: Maintain regular oversight of contractor activities to ensure alignment with project objectives and quality standards. Implement performance metrics and feedback mechanisms to track progress and address issues proactively. 6️⃣ Client-Centric Approach: Prioritise client satisfaction by promptly addressing concerns and providing solutions. Maintain transparency and honesty in all communications, building trust and loyalty for long-term relationships. 7️⃣ Post-Mortem Analysis: Conduct post-project reviews to evaluate lessons learned and identify areas for improvement. Solicit feedback from clients and contractors to refine processes and enhance future collaborations. While challenges may arise in consulting endeavors, proactive planning, clear communication, and strategic collaboration can mitigate risks and progress you towards successful outcomes. Let me know in the comments below what you have done to mitigate any risks with client referrals to other businesses? Dr Nick Tellis Rachel White Alison Palmer Janella Pash The Marketing Collab Roxanne S. The Life of a Practice Manager Mel Palankay AUGMENTUM CONSULTING Alec Gardner Belle Cameron Olga Iouchina Reshma Pastír R. Dr Shae Marie Wissell #Consulting #MedicalIndustry #RiskManagement #BusinessStrategies #ClientSatisfaction #ProfessionalDevelopment #ContractManagement #CommunicationSkills

Mid-sixed and smaller businesses often do not have available resources for improvement project tasks which do not require extensive technical expertise, but benefit from familiarity with the product. Rather than relying on expensive consultants a client advocate with experience can suggest independent contractors, offshore resources or direct college interns for data cleansing and conversion or report and script development. https://lnkd.in/e5EP_ZD9 #CxOServices #ProjectManagement #ERPImplementation

7 Key steps that KSPC takes when referring contractors to clients.

It is essential to get a thorough grasp of the client's expectations, requirements, and objectives by asking them a series of detailed questions before beginning a project. You can start by asking these following main points: 1. Project Objectives and Vision 2. Target Audience 3. Scope and Deliverables 4. Budget and Timeline 5. Competitors and Industry Landscape 6. Current Solutions 7. Design Preferences 8. Stakeholders and Decision Makers 9. Content and Resources 10. Maintenance and Future Updates 11. Risks and Challenges 12. Success Metrics By discussing these points in advance, you can lessen the likelihood of miscommunication between you and your client and keep the project on track. Building a solid basis for success and strengthening your professional relationship with the customer are both achieved via the implementation of a systematic and considerate approach to asking questions prior to beginning a project. ----- Have project in mind? Contact us, and let us work together Increase your efficiency by getting access to technology solutions and process optimization through our collaboration. Strategize with Sigma. #outsourcingsolutions #outsourcingservices #outsourcing #virtualassistance #backendoperations #customerservicesupportservice #customersupport #customerservice #financeandaccountingservices #finance #accounting #ITsupportservices #humanresource #careers #careeropportunities