Specialty Advisory Services

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Product Telemetry Data Strategies
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Customer Adoption Modeling
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Customer Value Frameworks
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Product Operations Consulting
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Cross-Functional Goal & Strategy Planning
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Customer Journey Orchestration
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Product Telemetry Data Strategies

Analysis of available and desired performance data followed by business process recommendations to standardize, simplify, consolidate, streamline, and automate tracking

Related Services: Customer Value Frameworks, Customer Journey Orchestration

Service activities may include:

Investigation and discovery of existing product usage data sources and metrics including access readiness, update frequencies, security requirements, licensing, interoperability between systems if used in different places for different purposes, etc.
Interview stakeholders to understand the various customer personas, verticals and solution sets to enable data-driven action plans; understand any needs for viewing and comparing metrics; determine available data gaps and where and how additional metrics may be sourced and/or created
Determine the optimal customer keys and diagram the recommended data model along with any data transformation needs and proprietary KPI creation
Collaborate with in-house data and BI team members to plan the build and implementation of the desired data model, KPIs, reports and dashboards that convey the top priority usage metrics, trends and focus areas; stay involved in regular checkpoints to monitor progress, assess any challenges and recommend changes
Assist BI team in the planning and implementation of reports and dashboards that convey the top priority usage metrics, trends and focus areas
Provide a “benchmark analysis” of the initial usage data story including any top themes, focus areas, notable trends (e.g., vertical, persona, tenure, regional, etc.) and comparisons, and future model adjustments
Create enablement materials to guide staff through how to understand, interpret and use the reports and dashboards

Case Study

Case Study Overview: Examined all available product usage metrics and constructed a non-technical visual data relationship model showing cross-departmental interdependencies and opportunities. Expanded the data model with custom measures to pinpoint specific value-driving product features. Created thematic BI dashboards showing trends over time for individual and groups of customers.

Customer Adoption Modeling

Proprietary modeling of KPIs, utilization metrics, telemetry, and customized comparative readiness scores to support visualizations relevant to critical use cases across business units

Prerequisite Services: Product Telemetry Data Strategy, Customer Value Frameworks

Building off the Product Telemetry Data Strategy and Customer Value Framework service outcomes (or upon review and joint-approval of applicability utilizing similar solutions that may already in place), service activities may include:

Ideate and recommend the scoring model framework, including categories, metrics and core visualizations, based on key product telemetry utilization and customer value KPIs as the basis for portraying customer adoption and health and for comparative readiness against top performing customers by industry, region, ACV, tenure, use case, etc.to convey customer maturity and opportunities for growth
Develop a proprietary Customer Engagement Readiness Score KPI based on the model and the supporting methodology 
Collaborate with in-house data and BI team members to plan the build and implementation of the agreed up scoring model, related KPIs, visualizations, reports and dashboards; stay involved in regular checkpoints to monitor progress, assess any challenges and recommend changes
Provide a “benchmark analysis” of the initial adoption score story including any top themes, focus areas, notable trends (e.g., vertical, persona, tenure, regional, etc.) and comparisons, and  future model adjustments  
Create enablement materials to guide staff through how to understand, interpret and use the scores and related visualizations

Case Study

Case Study Overview: Planned and built a proprietary, multi-data source BI scoring model deployed across an entire SaaS organization addressing every aspect of a customer’s engagement, from financials, e-learning, services and platform utilization. Used in trending and health analysis for M&A, quarterly assessments and comparisons across verticals, regions, tenures, size, revenue and use cases.

Customer Value Frameworks

Identification of incremental, self-evident and expanding value measurements that go beyond individual KPIs and highlight opportunities to scale use cases, implementation channels and value measurements as platform adoption increases

Related Services: Product Telemetry Data Strategy, Customer Journey Orchestration

Service activities may include:

Investigation and discovery of product value proposition and key functionality
Discovery and analysis of the top sales plays with corresponding KPIs and value outcomes customers seek from using the product
Discussions with key stakeholders on current value measurement challenges
Investigation of the availability of those KPIs including access readiness, update frequencies, security requirements, interoperability between systems, aggregation models and methodologies, etc.
Collaborative stakeholder sessions to understand common use case implementations and lifecycles with cross-sell and upsell opportunities
Recommendation on iterative KPI expansion pathways
Recommendation on value storytelling visualizations and materials
Create enablement materials to guide staff through how to understand, use and deliver the materials

Case Study

Case Study Overview: Ideated and created a custom Business Success Framework that isolated accessible, relevant KPIs for the most common initial use cases and outlined iterative steps using logical use case pathways with bundled KPIs and expanding, additive ROI over time. Trained and deployed across a global Customer Success team for strategic planning and value story-telling.

Product Operations Consulting

Centralized systems and process recommendations supporting feature strategies, objectives, planning, prioritization, roadmaps, tracking, escalation, releases, enablement and support

Service activities may include:

Recommend an overall product strategy and prioritization framework that align with overall corporate goals and aids in the evaluation, arbitration and communication of features and initiatives across the product organization
Review and provide standardization recommendations of various product processes, including those across multiple, disparate portfolios, teams, and/or regions, and ranging from feature ideation, prioritization, release planning, roadmapping, escalations, commitments, GTM communication and usage tracking 
Product feature planning and management tool needs, usage analysis, vendor review, selection and onboarding assistance, and process improvement recommendations; specific experience streamlining ProductBoard feature tracking, roadmap objectives, and release cadences across multiple product lines/teams  
Go-to-market (GTM) process review, analysis, improvement and process recommendations across disparate release cadences and internal and external communication requirements ensuring a customer-centric view while supporting release autonomy within teams 
Review and improvement recommendations of customer feature commitment processes including gating criteria, monitoring, escalation paths and communication flows
Review product enablement strategies, processes and materials and make systemization recommendations  
Review and recommend product Leadership update tracking systems enabling quick snapshots of relevant updates to the executive team 

Case Study

Case Study Overview: Analyzed common feature release types and go-to-market communication use cases and consolidated into standardized planning and release templates with timeframes, dependencies and cross-functional assignees. Enabled Product Managers to quickly create and share new feature release plans and stakeholders to track the critical milestones across all features in development via a centralized dashboard.

Cross-functional Goal & Strategy Planning

Goal and strategy framework facilitation to align on priorities and foster understanding of departmental perspectives and needs while finding opportunities for collaboration toward shared outcomes

Service activities may include:

Investigation of current corporate goals and any connection back into the various teams
Discovery of any existing goal and strategy frameworks and plans for the timeframe of interest
Discovery of leadership challenges, needs and desired outcomes
Discovery of common interactions and pressure points between product, engineering, services, support, sales and marketing teams
Interview select stakeholders from each team as to their perspectives, concerns, challenges, needs, desires, expectations, etc.
Plan, create and recommend the methods and tools for goal and strategy planning
Create enablement materials to guide staff through how to understand, interpret and use the framework
Presentation and possible workshop facilitation with key stakeholders to introduce the framework and model and begin populating

Case Study

Case Study Overview: Coordinated and facilitated an off-site, multi-day workshop with C-suite and senior leaders from Engineering, Product and Customer teams to share and explain their view of the top issues affecting customers. All non-C-suite team members voted across the issues using a points-system and special task forces were formed to address the top issues.

Customer Journey Orchestration

Assessing customer engagement needs across channels, technologies and departments and advising on pathways to achieve iterative use case deployment and value measurement

Related Services: Product Telemetry Data Strategy, Customer Value Frameworks

Service activities may include:

Discovery and analysis of the main value proposition, top sales plays and case studies
Discovery of the various channels and touchpoints customers typically implement the product on, any related common initial use cases and common value results and/or expectations
Analysis of possible gaps between sales and marketing messaging and where the majority of customers are in their implementation lifecycle
Discovery of any professional services or customer success maturity models
Where possible, opportunity to interview select key customers on why they use the software, what they are looking to achieve with it and how they view and understand the product niche overall
Access to and analysis of product telemetry data to understand customer, vertical, regional or tenure-based trends and patterns
Provide an analysis of the current customer vs future desired journey orchestration states and recommend ideas and opportunities for tighter alignment that may range from marketing and sales messaging, additional product features, implementation models and messaging, enablement approaches, and maturity/adoption monitoring

Case Study

Case Study Overview: Developed a Journey Orchestration terminology and concept map to translate the pioneering vision of a leading JO SaaS vendor into the more common mindset of B2B brands at the time, while also showing evolutionary paths the vendor could use to educate and enable brands to move from their current thinking toward more effective, transformative customer engagement.

Reach out for a Consultation

Reach out to me by email or connect with and message me on LinkedIn and tell me about your needs, challenges and interests. I’d be happy to schedule time to discuss possible solutions and projects with you!

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