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Topics: Communications Management
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Network:1151



Now and after several years of maintenance contract renewal between our company and the client, new administration has been assigned at the client side, we have now to answer the question of "why to sign this contract with you guys ? we can do this ourselves !" is rising again.
Of course the typical "we have the knowledge, the expertise, free updates...etc", but do any one have like a WOW factor that can help our case ? is there is any strong convincing idea that we can build on?
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As you mentioned "we have the knowledge, the expertise, free updates...etc."

Show the overall worth.
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One thing to note is just for the fact that they think they can do this themselves, shows how well your team has integrated, implemented, and facilitated the contracted work. Similar to watching the pros do it, and since they make it look so easy, we think we could do it too.

Aside from that, the numbers (and $) don't lie. Is there any metrics to compare before and after. Graphs and line charts to visually make a statement.

Good Luck. Let us know how things work out.
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In my experience, Knowledge, Expertise, and free updates are only part of giving excellent project manager consultation. You need to convince them that you are able to partner with their leadership to build acceptance of the changes. And, also consult and teach the leadership ways to communicate, create change champions throughout the business to sustain the project.
Just my two cents.... I would need more info on the project for more specific suggestions.

Good Luck!
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2 replies by Abdulrahman Abuhayah and Rami Kaibni
Oct 31, 2016 1:09 PM
Rami Kaibni
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I totally agree with Lisa - Very well said.

It all goes down now to the communication skills.
Nov 01, 2016 6:04 AM
Abdulrahman Abuhayah
...
Thank You so much for the help.. let me give more details
We are a software development house, so, we are selling software to clients
After every Project of implementing the software is completed, and after the free maintenance is completed, clients will have to sign a maintenance contract with us for bug's solving and new requests handling.
Some times, we are providing the typical services, some other times we are proving on-site staff, it depends on the contract...
Now we are about to renew our contract with one client, we have been negotiating and everything is going fine, but this is what happened:
The manager at client side was replaced with a new one. The new guy is a legacy client of ours who stops maintenance contracts with us 10 years ago because at that time his idea was "i can do it my self" and he has been surviving since then.
Now he will want to be the superman who will save money and change things around and say to us "why do i need you guys" again !
so......
Network:1517



Tell your client this is not your key business, they must focus on their core competence in place of falling in sundry activities which may not deliver good value. Such work must be transfer to expert to avoid any unnecessary risks and wasting time.
Network:243



Some great replies so far- just to add why not look at the support calls they have sent you this year, and use these as a lessons learned exercise to see which they could not have fixed without you.
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1 reply by Philippe Schuler
Nov 01, 2016 2:07 PM
Philippe Schuler
...
I agree with Tim. This is a very pragmatic approach. You can document and review the cases from the past to create a "sales material" for a presentation to your Customer's key Stakeholders. You should highlight the most complex and successfully solved cases to demonstrate the added value of your organization in managing these cases and how this added value can help your Customer in the future. Good negotiation skills may be mandatory here. Success, added-value, commitment and more ... are generally business terms Customers Management like to hear in a negotiation.
Network:886



We're asking a similar question about one of our vendors - what value have they added over the past year? You need to understand that question about your company. Are you just an insurance policy, or are you providing a valuable service to your customer? What makes it valuable?
Network:129628



Oct 31, 2016 10:02 AM
Replying to Lisa Gaudet
...
In my experience, Knowledge, Expertise, and free updates are only part of giving excellent project manager consultation. You need to convince them that you are able to partner with their leadership to build acceptance of the changes. And, also consult and teach the leadership ways to communicate, create change champions throughout the business to sustain the project.
Just my two cents.... I would need more info on the project for more specific suggestions.

Good Luck!
I totally agree with Lisa - Very well said.

It all goes down now to the communication skills.
Network:1939



It is simple. You or who was responsible in your company might performed stakeholder management activities along the years. You have some methods outside there to do that: LAMP or Power Base Selling for working with customers or Solution Selling/SPIN Selling mainly to work with prospect. This activities will allow you to answer to any question. In fact, your customer will answer herselve/himselve to that question. The core is to show your customer that you are working with her/him to supress her/him pain. That is a great way to demostrate value.
Network:1151



Oct 31, 2016 10:02 AM
Replying to Lisa Gaudet
...
In my experience, Knowledge, Expertise, and free updates are only part of giving excellent project manager consultation. You need to convince them that you are able to partner with their leadership to build acceptance of the changes. And, also consult and teach the leadership ways to communicate, create change champions throughout the business to sustain the project.
Just my two cents.... I would need more info on the project for more specific suggestions.

Good Luck!
Thank You so much for the help.. let me give more details
We are a software development house, so, we are selling software to clients
After every Project of implementing the software is completed, and after the free maintenance is completed, clients will have to sign a maintenance contract with us for bug's solving and new requests handling.
Some times, we are providing the typical services, some other times we are proving on-site staff, it depends on the contract...
Now we are about to renew our contract with one client, we have been negotiating and everything is going fine, but this is what happened:
The manager at client side was replaced with a new one. The new guy is a legacy client of ours who stops maintenance contracts with us 10 years ago because at that time his idea was "i can do it my self" and he has been surviving since then.
Now he will want to be the superman who will save money and change things around and say to us "why do i need you guys" again !
so......
...
1 reply by Rami Kaibni
Nov 01, 2016 11:41 AM
Rami Kaibni
...
This is the client's choice to purse the contract or terminate it. As I mentioned earlier, it will all go down to the communication skills. You should meet with him and convince him with valid and solid reasons why he should use your maintenance services.
Network:1151



THANK YOU ALL FOR YOUR PROMPT HELP
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Very funny, Scotty. Now beam down my clothes.

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