How to eliminate gulfs and fix dysfunctions
by Carey Bettencourt, Jeanne Urich and Dave Hofferberth, Service Performance Insight
In a highly competitive environment, a company must successfully differentiate itself and effectively orchestrate the sales cycle. Unfortunately, many times schisms between the sales and services delivery organizations surface during the sales process. This results in deal closure delays or, worse yet, losing the deal.
The winning formula for sales and services delivery collaboration is based on a combination of aligned business processes and measurements reinforced by a supporting technology platform like customer relationship management and professional services automation. This article examines the root causes underlying dysfunctional sales and services delivery relationships and identifies common business process breakdowns, as well as the path to alignment.
Most organizations struggle with a lack of cooperation between the sales and services delivery functions. Based on six years of professional services industry benchmarking with responses from more than 1,500 professional services organizations, we have discovered that few professional services organizations are satisfied with the relationship between sales and services delivery. According to the 2013 PS Maturity Model Benchmark report, sales effectiveness received a poor score of 6.4 out of 10; marketing effectiveness was worse at 5.2 out of 10.
A lack of alignment and trust between sales and services delivery leads to lost opportunities, miss-set client expectations, underscoped projects and poor resource utilization. Best-in-class organizations have found a way to bridge the sales and services divide to reap rewards in terms of larger pipelines, higher win-to-bid ratios, higher levels of consultant utilization and more satisfied clients.
The complexities of identifying professional services opportunities and developing them into successful client engagements demand a more structured approach to business development and a seamless information flow between sales and services delivery. This ensures opportunities are properly prioritized, scoped and staffed.
While the consulting market currently experiences healthy growth, both up and down markets accentuate breakdowns between sales and services. When fewer deals are available and sales cycles are longer, heightened pressure and a sense of urgency to close deals may exacerbate an already dysfunctional sales and services relationship. On the other hand, when opportunities are plentiful, resource imbalances and heightened risk aversion may also strain sales and services liaisons.
Sources of sales and services dysfunction
Gulfs between sales and services typically emerge in the choppy waters between functions where the overly optimistic sales tide meets the risk-averse services shore. Who, and which function is in charge of piloting client opportunities through these brackish seas?
Typical sales and services breakdowns occur in the following areas:
- Proposals. PSOs often demonstrate a lack of clarity around which opportunities to pursue, how to create a winning proposal or who is ultimately in charge. Ambiguity can lead to procrastination; excessive bid costs; acceptance of egregious terms; and not enough time, tools or resources to bring all the pieces together into a compelling value-based proposal.
- Pricing and scoping. In many cases, it’s unclear who has authority for discounting and contract terms. Poorly defined or unknown requirements, weak estimating tools, vague discounting limits, and inadequate or no pricing or contractual reviews contribute to mediocre financial results and unacceptable levels of risk.
- Forecasting and staffing. Many PSOs are deficient in what it takes to move a suspect to a high-probability deal or how the sales forecast is translated into the resource plan. A lack of alignment and trust are exacerbated by noncongruent sales booking and services margin goals. Unreliable sales forecasts lead to disconnected sales and resource planning processes and insufficient functional interlock regarding opportunities and required staffing. The outcome is the absence of integration between sales, staffing and recruiting, resulting in not enough or too much services delivery capacity.
- Services execution. Inconsistent communication between services delivery and sales regarding project status often occurs. No project dashboards, improper planning, and poor execution of scope changes and change orders lead to project overruns, nasty surprises and unhappy clients.
Business process requirements for sales and services alignment
A lack of agreement around key business processes that cross organizational or functional boundaries is at the core of dysfunctional sales and services delivery relationships. Issues are typically the result of differing views of the processes, unknown or misused levels of authority, and ambiguity around decision-making and measurements.
The foundation for all high-performing organizations comes from clear business process understanding and ownership tied to congruent goals and measurements. Table 1 illustrates how a simple method of assigning ownership and measurement of cross-functional business processes provides clarity and enhances performance.
The impact of sales and services alignment
Effective sales and services delivery teamwork is at the heart of performance in the services industry. The integration of sales and services delivery business processes and systems is paramount to success.
In our 2013 PS Maturity Model Benchmark report, the “best of the best” embrace sales and services delivery alignment, and their results as shown in Table 2 speak for themselves.
CRM and PSA integration drive performance
As Table 2 shows, integrated customer relationship management and professional services automation applications are key to breaking down the barriers between sales and services by providing accurate client and project information throughout the client life cycle. Running a knowledge and skill-intensive business like professional services with disconnected applications, spreadsheets and email is no longer a competitive option. Efficient execution across core business processes demands visibility, transparency and control.
Ideally, information flow mirrors and illuminates core business processes, beginning with prospecting and extending through the client life cycle. Time, cost, engagement progress and quality are critical elements that must be tracked throughout. Integrated applications provide visibility, alerts and work flow to ensure following of proper steps, securing of approvals and flagging of variances.
Executives and other involved personnel should be able to track information from the initial bid through project completion and invoicing. With this information, both management and consultants can monitor deals to ensure high levels of client satisfaction with acceptable revenue and profit margins.
The integration of PSA and CRM helps the sales organization to better understand the entire client relationship and discover opportunities to sell additional products and services. Sales and services cooperate to decide whether work should be bid, and at what price to win the opportunity and meet margin requirements. Both organizations can share information to be included in the proposal with the appropriate staffing plan and financial forecast as backup.
Accurate information enables the services delivery team to proactively plan and staff projects with the right resources while supporting the sales team in closing opportunities. The executive team is armed with real-time visibility into revenue and costs to support effective decision-making.
The 2013 PS Maturity Model Benchmark report demonstrates the power of CRM and PSA integration as an important foundation for improving sales and services delivery alignment. The benefits of sales and services delivery collaboration speak volumes.