Elevate Customers to Long-Term, Value-Driven Partners
As we step into the new year, we know that tech services partners are gearing up for big goals and ambitious growth. Here's what else we know—achieving those goals can’t be just about delivering cutting-edge tech solutions anymore. The focus needs to shift to something even bigger: building long-term, lasting relationships with customers.
WHY IS THIS SHIFT SUCH A BIG DEAL?
As we know — new customers are hard to find, and the sales process can be time-consuming and costly. But here’s the real win: long-term customer retention doesn’t just fill your pipeline; it transforms your business from a collection of one-off projects into a trusted, value-driven partner. And with that comes some seriously compelling benefits:
SOUNDS SIMPLE, RIGHT?
It’s not! Even though services partners are already experts at providing world-class solutions, many are still fine-tuning the mindset, approach, and tools needed to turn one-off projects into ongoing, value-driven partnerships. Which leads to the sustained growth, stability, and competitive advantage they are seeking.
CHANGE IS THE REAL GAME-CHANGER
This may surprise you - over the years, working with hundreds of clients, I’ve seen firsthand just how game-changing a well-crafted, robust change practice can be. It’s the secret sauce that helps services partners transform client relationships —building the lasting, strategic partnerships that are essential for long-term success.
A full-service, full-lifecycle change approach isn’t just about helping clients through the implementation—it’s about creating the framework for ongoing collaboration and continuous value.
Despite this, services partners are hesitant to offer dedicated change services because of concerns about adding complexity and/or cost.
REALIZING THE TRUE VALUE OF CHANGE
Let’s dive a little deeper to understand the value and return on investment a dedicated, highly-skilled change practice can provide!
Did you know that 70% of tech transformations fail to meet business objectives because of things like misaligned expectations, disengaged stakeholders, inadequate organizational preparation, and unaddressed resistance to change?
93%
Business Goals
Achievement
That’s where a solid change practice comes in. By addressing these issues throughout the transformation, it vastly increases the chances of successful achievement of strategic goals to 93%, leading to higher client satisfaction and positioning your team as a trusted advisor—resulting in stronger, long-lasting business relationships.
65%
Retention
Rate
According to McKinsey & Company, clients who receive strong change support during transformations are far more likely to return for repeat business. And trust me, I've seen it firsthand - witnessing client retention rates that soar to over 65% with clients where change was at the heart of their transformation project.
A Truly
Trusted Partnership
A change practice creates the perfect foundation for continuous improvement that ensures both you and your client stay aligned and can easily adapt as things evolve. It’s not just about “delivering the service” anymore—it’s about building trust and a dynamic, ongoing partnership that grows together over time.
LET’S DO THIS
Is your services partner organization ready to unlock the huge benefits of becoming a long-term, value-driven partner to your clients by embracing change and launching a dedicated change practice? Or are you still wondering how it all works? I get it—starting a change practice can feel daunting, but guess what? You’re not alone. I’m here to help! Book some time with me, and let’s talk about how we can make this transformation happen together!
