Industries - Professional Services

PerformInsight Potential Scorecard – Professional Services
	High	Medium	Low
Sales force
Customer service
Service delivery
Back office operations
Compliance/Standards maintenance
Supply chain	NA
Distributors

Rationale:Professional services firms’ competitive advantage is based on their ability to connect with customers and meet or exceed service expectations in a way that demonstrates a value proposition. With a high degree of mobility across professional firms- particularly among junior levels - employees may not have a clear representation of the firm’s service brand. PerformInsight solutions ensure that customer-facing professionals and business development personnel consistently promote the firm’s service brand and maintain its competitive distinctiveness to customers. While professional services firms have high fits with only two categories of activity - sales force and service delivery - those drive almost all revenue and brand recognition.

Example Performance Program Focuses – High Potential Opportunities:

1. Sales force:

• Ensuring that business development specialists or service professionals are reinforced on a step-by-step basis for following the firm’s sales protocols such as:
• Thoroughly researching prospective client’s business and past buying behaviors
• Identifying the buyer
• Understanding the prospect’s business issues
• Defining “best of breed” firm resources to staff the client team
• Creating a viable solution for the customer
• Accurately defining and explaining the value proposition
• Securing client buy-in
• Closing the sale

• Ensuring that each project meets firm expectations for overall management as well as day-to-day conduct of projects team members
• Managing client expectations and perceptions of the firm
• Tracking and reinforcing professionals’ participation on internal task forces, recruiting teams, special project groups, community involvements and other activities
• Identifying “fit” of employees with opportunities for career progression