Hourly billing runs rampant in many professions. The justification is often rooted in the idea that those doing the work don’t know what all will be necessary. In order to make ends meet, so called experts charge by the hour. But, if an expert doesn’t know what it will take, how in the world is their customer supposed to know?…
Category: Customer Success
What if we said investment instead
Successful projects rely upon worthwhile investments. Worthwhile investments require agreement about objectives, how to measure success to know when we’re on the right path, and what the outcome should be worth. Unfortunately many organizations use projects as a means to produce intermediate results. Intermediate results that don’t have an understood correlation to any particular outcome. Often the result of a…
“While we’re at it”
Occasionally an opportunity will arise to make an investment with the potential for an astronomical return. Sometimes these investments will literally fall into your lap. Usually it takes work to carve out a worthwhile investment. However you arrive at a potential investment, so long as the potential return is significant (10 to 1), avoid the temptation to posit “while we’re…
Leveraging remote expertise
If you employ remote workers, or you want to extend the opportunity for employees to work remotely, no doubt you have reservations. There are many benefits in employing partial and full time remote workers. You have expanded access to expertise and talent that local markets often cannot provide. You can expand your reach to serve customers in local markets of…