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The 5 Secrets of the W-Systems Professional Services Team

by Mihaela Bulacu on October 15, 2020

6 minute read

Assessing and implementing software solutions is undoubtedly a complicated process. But as I recently learned, the Professional Services department within tech companies bears most of the burden of ensuring that client needs are properly assessed and projects get properly implemented, so the final product exceeds the client's expectations.

Chris Meyer, Consulting Manager at W-Systems, has recently shared with us 5 of the most important aspects to consider when assessing your customer's software needs and offering solutions. Regardless of your company profile, these tips will help you when interacting with clients and build long-lasting relationships.

#1. Understand Your Client’s Business Goals and How Your Solutions Help to Meet These Goals

Your client's goal is never to implement yet another software product.  Every organization has business goals for the upcoming years and you need to understand how your solution is going to fit into these goals. Start by asking about the organization's top-level goals then drill down into how they seek to accomplish those goals. Ask about how various teams are working toward organizational goals. Ask about what may be preventing them from accomplishing their goals. Then, propose a solution that aligns with how they are planning to achieve their goals or helps overcome the barriers to success.

Don’t build a solution unless you understand how it will help the client. Understand the goals and then be relentless in validating that the solution is helping.

Christian Wettre, President @ W-Systems

#2. Build a Team that Fits Your Client

While you want to make sure that you meet the client where they are, you also have to bring the right people to the meeting.

Chris Meyer, Consulting Manager @ W-Systems

For a successful collaboration, you have to build a team fitted for your client. Ideally, if a client is very technical, bring technical consultants to the table. But don't overlook the importance of bringing together consultants with different views on the team. This will offer your client a different perspective they might have previously overlooked. In some cases, focusing on your client's single need might prevent you from delivering a complete and complex product. Build a team that can change and adapt to your client's evolving needs, and select your client’s go-to contact carefully.

#3. Learn When to Say No

Being a good consultant also means that you need to know when to say no. It's easy to let clients have it their way, but this isn’t always the most right approach. 

Besides, they rely on professionals to bring their experience to the project and to present how to best solve a problem. They rely on the consultant to save them from making mistakes, contradict their beliefs and ideas on the project if these aren't the best.

Truth be told, clients expect consultants to tell them when they're wrong. Be confident in your experience and have a point of view.

Chris Meyer, Consulting Manager @ W-Systems

#4. Over Communicate

Try to keep clients posted on every small change and advancement. Let them know how the project is evolving and reach out to them on a mutually agreed fixed schedule. There should be some formal written periodic project update.

At W-Systems we always include a weekly written project update in addition to verbal updates.  Make sure to also clearly deliver any bad news early so that your client is not surprised and you both have time to react.

Chris Meyer, Consulting Manager @ W-Systems

As a side note, if your client goes radio silent, you're in trouble. When a client is not replying to your emails or stops coming to your meetings, you have a problem. Whether we're talking about changes in the business or personal problems, this is a sign that you should change something. 

In similar cases, don't assume the project is going well. Try to learn what keeps your client from communicating with your team.

#5. Implement a Change Management Protocol

Companies embrace change differently, especially in terms of software. Part of being a good assessment and implementation consultant consists of outlining a feasible change management plan that fits your client’s current software situation and goals, and boosts user adoption within your customer’s organization. You need to take into account the breadth of changes being introduced as well as empower your customer to effectively lead and communicate the changes to their internal team members.

Employees learn how to interact with tools and software over time - in most cases, during daily, weekly, or monthly tasks. Disrupting your employees’ established workflow can throw a business off tracks. This is why any new system adoption must be carried out based on a well-developed plan. Having a clear change management plan from the beginning of the project that considers your customer’s business process and software changes raises the adoption rates within companies.

Joe Dawe, Chief Operating Officer @ W-Systems

Wrapping It Up

Regardless of your business profile, as long as you have a consulting team, the five best secrets of our Professional Services team will help you build a healthier, more effective relationship with your clients. 

Have more questions about building a good relationship with your clients? We have more answers, so reach out to us!

About W-Systems

W-Systems delivers sales and marketing solutions on a foundation of CRM to help customer-facing teams increase revenue and solve business problems. With over two decades of industry experience, we help organize information, create efficient processes and measure results.

W-Systems is a division of UpCurve Inc. and provides solutions around CRM including Marketing, Document Automation, Business Intelligence, Communications, and Cloud Computing. We are Certified Partners of top vendors including SugarCRM, DocuSign, AWSAct-On, GoldMine, and Amazon QuickSight.

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