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Episode 9

January 20, 2022

Moving From Financial Charters to Driving Customer Adoption w/John Ragsdale

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John Ragsdale, Distinguished Researcher and VP of Technology Ecosystems at TSIA, joins Matt once again to talk about the key elements every Professional Services Organization should be focusing on moving into the new year. The conversation includes:

  • “Go Live” numbers and automation of the “Quote to Cash” cycle
  • The shift from financial charters to driving customer adoption
  • The new concept of customer success in cloud technology
  • Progress on agencies adopting an end-to-end customer experience strategy
  • The ongoing event of onboarding
  • Chief Customer Officers
  • The need to look at your technology and resource budgets

If you would like to explore this topic more, head over to the Kantata blog for a whole host of articles about client satisfaction.

View Transcript
Host

Banoo Behboodi

Vice President, Advisory Services

Banoo Behboodi is a 20+ year software and services leader with extensive experience executing change initiatives with oversight of Customer Success, Professional Services and Delivery and Consulting functions. Banoo’s earlier experiences with AT&T Mobility, Coca-Cola Company and Ernst & Young leading key transformational and compliance projects, provided the foundation needed to be an effective leader and a change agent with a customer first mindset. Banoo is passionate about driving continuous improvement through sharing best practices and empowering resources through technology and analytics to optimize performance and job satisfaction while driving business outcomes.

Host

Brent Trimble

Managing Director, Marketing Service & Agency Vertical

Brent Trimble is a 15+ year agency leadership veteran who has led agency growth and operation initiatives. As Mavenlink’s Agency Managing Director & VP of Advisory Services, he specializes in mapping and improving agency workflows. Deploying market understanding and best practices, Brent helps agencies refine processes and staffing dynamics. He isolates key metric improvements resulting in faster revenue recognition and ultimately models performance impact. Before joining Mavenlink Brent held positions at Interpublic Group, Accenture, WPP, independent agencies and consulting firms.

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