Cybersecurity Awareness Training Presentation v2024.03
Just how pervasive is marketing ?
1. JUST HOW PERVASIVE IS
MARKETING ?
Using marketing to restore the
profitability of a technical team
Serge Crinquand |PMP|MBA Glion Institute of Higher Education
12. 1 - take stock of your sales force
Account managers Engineers
• Hunt for new accounts
• Develop existing accounts
• Own the relationship • They have a special relationship
• They can bring back information
• Upsell / cross-sell
2 sales forces:
Even the engineers are professional sales men !
13. 2 – train them
• sell
• price
• define
Training for all !
Services
Strong involvment of the
engineers in the pre-
sales phases
Rules
• NO discounts
• NO free lunches
• Upsell / cross-sell
Change of culture for
sales staff and
customers !
15. 1 – understand your customer
How would customers react in turbulent times ?
Reduced budgets for investments
Might prefer expenses vs investments
Avoid any new investment !
Focus on optimizing existing infrastructure:
Faster
More secure
More robust
… find ways to add value !
16. 2 – match your customer’s needs
Develop new services:
Monitor infrastructure
Maintain / extend lifecycle of infrastructure
Optimize: do more with less
Develop new ways of selling services:
Projects vs hourly billing
Discounted prepaid blocks of hours
New maintenance models
17. 3 – raise the bar on quality
Increase the perceived value:
Quality as a differentiator
First time right: reinforces the feelings of efficiency and
technical mastery
Position our teams as the only choice
Hire the bests among the bests
Train, develop, raise the bar on the engineers
20. 1 – increase efficiency
Time reporting for engineers ?
« Hey, what did you do yesterday ? » « Yesterday ? I worked !»
21. 1 – increase efficiency
Time reporting for engineers ?
Yesterday
work
Yesterday
administration
training
project 1
project 2
22. 1 – increase efficiency
Time reporting for engineers ?
Without:
Poor resource utilization / overload
Revenue leakage, gold plating
Project management issues (scope)
Longer billing and charge back
cycles
Errors and delays in billing
Errors and delays in cost allocation
Inaccurate estimates / biased
forecasts
With:
Control of resource utilization
Shorter ‘order to cash’ cycle
Less billing errors
Accurate estimates and
forecasts
Indentification of the time sinks
Future reference for service
quotes
…
23. 1 – increase efficiency
Measuring & Forecasting
Without:
Poor resource planning
Poor financial planning
No visibility on the business
24. 1 – increase efficiency
Use a dashboard
Use it
Every day !
Share it
Colleagues
Boss (and ask for his !)
Subordinates
Tweak it
Your tool
25. 1 – increase efficiency
Check your processes:
Are they still valid ?
are they flexible enough ?
do they help people do their job or do they hinder them ?
GOAL:
reduce order to
cash cycle
26. 1 – increase efficiency
Put new rules in place:
reinforce the right behavior
Show you’re serious about the change
Examples of new rules:
ALL service offers have to go through the Technical
Manager’s desk for approval
New formal project closure procedure
28. 2 – educate and empower
Don’t just give ‘orders’, explain, coach, teach,
empower !
Remove any ‘hang-ups’
Reward time management
Less overtime
Less time spent on site, increased efficiency
Time management = life management
30. 3 – manage by objectives
Set objectives:
To individuals To the team
Give the engineers the incentive to sell services
Make sure your objectives :
are S.M.A.R.T (Specific, Measurable, Achievable, Realistic, Time-bound)
will cement the team and not make it fall apart
32. 4 – build a cohesive team
Why should you care ?
High cost of a recruitment
High cost of training
Highly difficult to find the bests
Good engineers are courted from all sides
How to retain engineers ?
Give them interesting projects
Train them, help them reach the next step in their career
Make them feel part of a family !
33. The results ?
➴
➴
➴
Billable time:
from 20% to 80%
Revenue:
target +30% the 1st year
Customer satisfaction:
4.8/5