Transcript Document
The Value Delivery Stage
EXECUTIVE PROGRAMS SERVICE DELIVERY EXCELLENCE PROGRAM © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
This Is the Sixth Module in the Service Delivery Excellence
Web-Based Training Program for the Service Delivery Excellence Program
Module # Topic Covered 1
Introduction to Service Delivery Excellence
2 3 4 5 6 7 8
Overall Guidance for Service Delivery Excellence Stage 1: Presale Definition and Guidance Stage 2: Architected Onboarding Definition and Guidance Stage 3: Value Planning Definition and Guidance Stage 4: Value Delivery Definition and Guidance Stage 5: Value Review Definition and Guidance Stage 6: Renew Definition and Guidance © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
In This Module We Cover Two Topics
Topics Covered in This Module:
Value Delivery Stage Definition Guidance in the Value Delivery Stage © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
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Value Delivery Begins When We Have Agreed Upon an Initial Value Plan
Service Delivery Process — Value Delivery Stage Value Delivery Stage Definition The Value Delivery Stage begins when the associate and the Member have agreed upon an initial Value Plan
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© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Value Delivery Includes a Mix of Deliverables Designed to Drive Engagement and Consumption
Mix of Deliverables Tier Tier name
1 2 Substantive Interactions Personalized Deliverables
Definition Interactions that can lead to high value received. Members have to schedule and set aside significant, dedicated time to participate Examples Inquiry with Analyst, Consultation, onsite briefing, review strategy, workshop, peer networking, contextualized research Service Delivery helps tie delivery to Member situation Symposium and event support, customized tool or template, email individualized to Member situation, targeted research
3 Standard Deliverables
Deliverables that do not require intervention by Service Delivery associate Executive Programs research reports mailing, broadcast event invitations, event confirmations, ATC notifications, accessing gartner.com, proactive research pushes, touch calls © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Substantive Interactions Should Happen Once Every 60 Days; Personalized Deliverables Should Happen Once a Month
Frequency of Service Delivery Activities Tier Tier name Minimum Frequency Guideline
S M T
Month 1
W Th F S S M T
Month 2
W Th F S S M T
Month 3
W Th F S 1 Substantive Interactions 1 every 60 days 2 3 S M T
Month 1
W Th F S S M T
Month 2
W Th F S S M T
Month 3
W Th F S Personalized Deliverables 1 per Months Standard Deliverables 1-3 per Months
(not managed by Service Delivery associates)
S M T
Month 1
W Th F S S M T
Month 2
W Th F S S M T
Month 3
W Th F S
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
For All Service Delivery Activities, Associates Should Follow a Three-step Process
Three Steps to Service Delivery Quality
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Prepare
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Deliver Discuss value expectations with Member Ensure expectation are consistent with Service Delivery reality Help Member prepare for delivery activity Document the planned activity in Client Connect and link it to the Member’s Key Initiative in the Value Planning tab Find and prepare the right resource(s) Be relevant; emphasize quality and value over quantity Attend when appropriate; emphasize listening over talking; respect confidentiality Focus delivery on Member situation and tie value back to Business Issues Make Member active and central in delivery Deliver within Gold Note product descriptions, standard service descriptions and Service Delivery Excellence guidelines
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Confirm & Debrief Follow up — review actual outcome and value vs. expected outcome and value Suggest follow-up delivery if gap persists When Member confirms high value received, document in Client Connect in the Value Planning tab Debrief Gartner resources and update Client Connect with new information © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
The Member Has Six Major Service Delivery Options in Value Delivery
Service Delivery Analyst Expertise Research Workshops Networking Events Service Delivery Analyst Expertise Research Workshops
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Networking Events
Interacting With a Trusted Advisor Is a Major Source of Value for Many Members
Guidance for Service Delivery Interactions
Service Delivery
Analyst Expertise Research Workshops Networking Events Provide experience-based insight to the Member When you have limited knowledge of the particular initiative, leverage other resources inside Gartner Ask open, probing and confirming questions to discover the full context and how it relates to the Member before offering advice Asking the right question is often the best way to provide insight Be proactive. Be on the lookout for ideas, concepts and linkages you can deliver Be a sounding board for your Member (a safe haven to discuss issues and opportunities) Ask “And what else?” © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
There Is Additional Guidance for Trusted Advisor Interactions With CIO and CIO Signature Members
Guidance for Trusted Advisor Interactions — CIO Signature Members
Service Delivery
Analyst Expertise Research Workshops Networking Events Leverage your own experience to provide insight to the Member Utilize your teammates to help with case studies and strategic frameworks Leverage your Member network to provide examples of where other Members have solved an issue and/or taken a major step forward Connect your Member with key peers and/or top Gartner analysts Monitor Gartner and ExP research published for CIOs to relate it to your Member’s initiatives Monitor any other publications that may add value to the Member’s initiatives, remembering to note that it is non-Gartner content © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Access to Analyst Expertise Is a Critical Part of Our Value Proposition
Guidance for Telephone Inquiries With Analysts Service Delivery
Analyst Expertise
Research Workshops Networking Events
Quick Value Rating (QVR) is now the corporate-wide standard for gathering client feedback on the value of Analyst Inquiry. Review Gartner at Work for more information.
Prepare Deliver Confirm/ Debrief
Find the best analyst for the Member’s needs Prepare the analyst Provide Member, organization and industry information Review inquiry content and broader context as it relates to Member’s organization Provide the Member’s expectations for the inquiry Prepare the Member—send out the analyst biography, inquiry topic research or presentations ahead of time Discuss expected value with the Member Be present during inquiry to facilitate, take notes and add to the discussion Continue to tie the interaction to the Member’s Key Initiatives If necessary, a written response may be appropriate for non English-speaking Members Debrief with Member on value received vs. value expected Discuss follow-up activities Send summary to Sales associate Update Client Connect © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Access to Research Via the Web Is Valuable to Members in Value Delivery
Guidance for Access to Research Via the Web Service Delivery Analyst Expertise
Research
Workshops Networking Events
Prepare Deliver
Be familiar with relevant Gartner and ExP research and be prepared to discuss it at a detailed level Set up alerts based on the Member’s current interests Set up Member’s Key Initiatives in the Gartner Business Wizard Make sure the Member can navigate through gartner.com
Confirm/ Debrief
Send the Member links to the relevant research Give the Member visibility into Gartner research processes When utilizing archived research, always validate with the author After sending research to the Member, offer to discuss or arrange follow-up activities Ask the Member how research was used to meet their needs, and confirm value associated with reviewing the research Log activity in Client Connect when research is sent © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
CIO Research Content Addresses Key Member Priorities
Key Highlights for CIO Research Content Service Delivery Analyst Expertise
Research
Workshops Networking Events Ensure that the Member understands they have access to exclusive CIO research focused on the needs of their Member community: Through hard copy delivered to the Member via the mail On the Member website Through scheduled ATCs Understand the differences between the Research and the CIO Research processes; be able to explain the differences to the Member Share research frameworks, tools, case studies and templates with your Member Encourage the Member to participate in the CIO Survey and help set the research agenda Encourage the Member to provide feedback to CIO analysts in one-on-one sessions and roundtables Use the Capability Assessment Tools to generate discussions with your Member on CIO research report topics © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Workshops Are Available to CIO and CIO Signature Members
Guidance for Workshops Service Delivery Analyst Expertise Research
Workshops
Networking Events
Challenge the Member’s thinking with penetrating questions
Workshops are delivered by Executive Partners Follow a facilitated process designed to help Member answers a specific question © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Workshops Are Available to CIO and CIO Signature Members
Guidance for Workshops
Prepare
Service Delivery Analyst Expertise Research
Workshops
Networking Events
Deliver Confirm/ Debrief
Be familiar with the available workshops and the benefits to our Members Have the Member go through the Capability Assessment Tool to prepare for the workshop, if applicable Schedule the workshop in advance to ensure all participants will be able to attend If you have not delivered the workshop before, bring in resources to help you deliver the workshop or to help you prepare to deliver the workshop Present the workshop covering these four elements: Educate Assess Apply Plan After the workshop, review the action items with your Member and schedule them Find out the value the Member received from the workshop Continue to ask questions to get value in terms of qualified value Log activity and value received in Client Connect © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Peer Networking Is a Significant Differentiator of Executive Programs
Guidance for Peer Networking Service Delivery Analyst Expertise Research Workshops
Networking
Events
If your Member is traveling to a new country – contact a local Service Delivery associate to try to set your Member up with other CIOs while traveling.
Prepare Deliver
Interest your Member in networking with other Members, by emphasize: The size of our community, with over 4,000 Members Our ability to locate and connect Members with similar issues 1:1 Encourage your Member to set up their Peer Connects profile on Gartner.com
Use the Find a Peer feature in Peer Connect to identify relevant peers. Contact the delivery team to facilitate the connection Help the Member prepare and plan for the discussion Send links to relevant Peer Connect topics Give the Member background on the peer they will be meeting You are responsible for the success of the networking activity; monitor and facilitate the success of the interactions Offer to help craft Peer Connect profile, posts and replies
Confirm/ Debrief
Debrief with the Member after the connection; offer to try others if the first connection is less than fully successful Update Client Connect with the details, including the confirmed value received and the name and organization of the connecting Member “Follow” and “Like” the Member’s topic in Peer Connect and encourage other members to reply © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Events Are Critical Components of Value Delivery
Guidance for Events Service Delivery Analyst Expertise Research Workshops Networking
Events
There are two kinds of ExP events included in membership: Flagships (Symposium and Forum) Local There are other Gartner events not included in membership that may be of interest to your members: CIO Academy Gartner for Leadership Development Summit events © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Events Are Critical Components of Value Delivery Guidance for Events
Prepare
Service Delivery Analyst Expertise Research Workshops Networking
Events
Identify and communicate the connections between the event agenda and the Member agenda; capture the explicit value expectations of the Member Encourage Members to add events in their calendar 3 to 12 months ahead of time Help Members select the most appropriate sessions for maximum value — showcase the breadth and depth of Gartner content and advice Arrange opportunities to network and meet other Members who share similar challenges, interests and issues
Deliver
Be familiar with Symposium, Forum and Academy to ensure your Member attends the most appropriate events, and remember we have events all over the world.
Confirm/ Debrief
Welcome new Members publicly at events Encourage one-on-one meetings with analysts, executives and other associates Collaborate with Sales to personally welcome the Member to the event Record the Member’s value received by attending the event Log event into Client Connect © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
High Member Retention Is About Delivering the Right Activities, Not the Most Activities
The Value Delivery Formula
Substantive Interactions + Personalized Delivery + Focus on Business Issues and Key Initiatives x Confirmed Member Value =
Member Retention © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Leverage Value Delivery to Expand the Value Gartner Provides to the Member Organization and to Gain Referrals
Expand Gartner Value Identify situations where other Gartner products and services may solve Member challenges and offer opportunities: Understand value propositions for additional ExP programs, as well as other Gartner products and services Learn about Enterprise for Technology Leaders, Industry Advisory Services and Gartner for Leadership Development Talk to colleagues about how Members have successfully addressed their challenges using other ExP programs or Gartner products and services Ask probing questions to confirm Member interest and involve Sales Look for opportunities to get the Gartner leadership involved to add further value for the Member © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Leverage Value Delivery to Expand the Value Gartner Provides to the Member Organization and to Gain Referrals
Gain Member Referrals When a Member gives positive feedback: Request a testimonial Ask if they know anyone else in their organization or network who might also benefit from membership Ask the Member for background information on the person they are referring, so initial contact can be targeted Engage Sales immediately when a new suspect is identified Document the feedback and referral © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Thank You for Participating in This Training
Topics Covered in This Module:
Value Delivery Stage Definition Guidance in the Value Delivery Stage
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© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.