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Discover the “proven success formula” for aligning sales and service delivery — learn from The Best and compare with The Rest

Posted by  Henk Jan Onstwedder

The top five percent of professional services businesses “rely on” customer relationship management (CRM) software to improve marketing and align sales and service delivery, according to a new benchmarking report.

The 2019 Professional Services Maturity Benchmark report (PSMB) predicts growth will continue for the professional services (PS) sector in 2019 — although turbulence lies ahead — after overall year-over-year net profit reached a record high of 18.5 percent.

Part of the reason for the success of the top-performers, says the report — which compares service execution metrics between The Best (the top five percent) and The Rest — is down to harnessing the combined power of software for CRM and professional services automation (PSA).

“Proven success formula”

Using integrated CRM and PSA applications continues to be “one of the proven success formulas” for aligning sales and service delivery, says the report author, Service Performance Insight (SPI), an independent research firm.

“Almost all of this year’s best-of-the-best rely on CRM applications to improve their sales and marketing effectiveness,” says SPI’s 12th annual study. “Several firms credited the tight integration between their CRM and PSA applications as a catalyst in building collaboration between sales and service delivery.”

According to PSMB 2019, these integrated software systems provide real-time visibility and greater insight into customer information as well as information sharing and collaboration between sales and service delivery. It coordinates the entire customer lifecycle and “shines a light on issues and opportunities,” says SPI, enhancing both sales and service delivery effectiveness.

Interviews revealed leaders do not have the schism between sales and service delivery which is so apparent in many PSOs.”

Results from surveys and live interviews with leaders revealed that, for The Best, repeat business and referrals are the primary source of new business. Their percentage of reference clients is 84 percent compared to only 71 percent for The Rest.

When The Best do compete, they are far more likely to win; their bid-to-win ratio is 59 percent compared to 48 percent for The Rest. The Best also have a higher deal pipeline relative to quarterly bookings forecast (290 percent for The Best, 175 percent for The Rest).

Get the inside track

PSMB 2019 allows you to gauge your own organization's process ‘maturity’ against the top-performing firms as well as against similar organizations in terms of vertical market, size, business type and geographical location.

Download the 2019 PSMB report for free.                                                                                    


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Henk Jan Onstwedder

Henk Jan is an experienced executive in the software business, who has worked in the ERP market for 25 years. Prior to joining Unit4 in 2016, he held a range of line-management roles in the software industry, covering sales, delivery and general management. Henk Jan is heading Unit4’s department for Professional Services Organisations, creating and delivering on industry product roadmaps, developing the ecosystem, and leading strategic sales engagements.