Intersection of Change Management and Customer Success

1. © Prosci Inc. All rights reserved.
Intersection of Change Management and
www.prosci.com | +1-970-203-9332
Tim Creasey, Chief Innovation Officer
tcreasey@prosci.com @timcreasey
www.linkedin.com/in/timcreasey/
Research | Methodology | Training | Advisory Services
1
Customer success
Benefit realization
Value management
Value realization
Value engineering
Outcome engineering
Expand Selling (ExS)
Land and Expand
v9

2. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
1) Current developments have changed the landscape for
solution vendors and their clients – especially around moves to the cloud.
2) Adoption and usage is no longer a luxury, but a necessity, given the
increased importance placed on creating true value and solution renewal.
3) This presentation outlines the fundamentals of the
intersection of value management and change management.

3. © Prosci Inc. All rights reserved.
In this new environment, renewal is
based on value realization which
depends on adoption and usage.
Failing to drive adoption and usage
has economic consequences for
vendors who now rely on renewal.
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed

4. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
Old school deployment-only approach:
“you get what you get”

5. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
Solution
Configured/
Developed
Evolution 1: Vendors begin to adapt with
configuration and custom development

6. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
Solution
Configured/
Developed
Problem
Identified
Evolution 2: Vendors begin to engage
customers to get to the core of the problem
Value discovery
Stay solid in solution

7. © Prosci Inc. All rights reserved.
Today: A vigorous focus on value
necessitated by technology disruption
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed

8. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
The many labels of the value movement…
Expand Selling (ExS)
Value realization

9. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
Adoption and usage
don’t happen by chance
But, research has provided a
body of knowledge on how to
drive adoption and usage
The discipline is called:
Change Management

10. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
Change management: catalyzing individual
transitions to deliver organizational results
This is what we do… People. Change. Results.
www.prosci.com solutions@prosci.com

11. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
Value realized

12. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
New economic, business, technology models
• Move to cloud
• Consumption economics
• Network economics
• Lower institutional switching costs
(externalities)
• Technology cycle
• Cost management (TCO?)
• 5 yr, $10M on prem vs $500K per phase

13. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
New economic model: On premises vs. Cloud
Revenue vs. Value Realization
Revenue to
Provider
Value realized
by customer
Time Time Time
On prem Cloud Cloud

14. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
Connecting adoption and usage
to value realized

15. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
For your project, estimate the percent of
overall results and outcomes that depends on
employee adoption and usage:

16. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
Gartner BPM Summit
Dec 12, 2014
Prosci Webinar
Feb 11, 2015

17. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
TC
C C C C C
C C C C C
C C C C
C C C C C
C C C C C
T T T
T T T T
T T T
T T T T
T T T T
F
F F
F
F F
F F
T
T F
F
F
Individual changes determine/constrain value
F
F

18. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed

19. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Solution renewal depends on
values the client realizes
Value realization
depends on level
of adoption
and usage
More value created =
more solution renewal
If we actively drive adoption
and usage, we increase value created
19
Solution
Adopted
and Used
Value
Realized
Solution
Renewed

20. © Prosci Inc. All rights reserved.
Intersection of Value Management
and Change Management
Problem
Identified
Solution
Configured/
Developed
Solution
Deployed
Solution
Adopted
and Used
Value
Realized
Solution
Renewed
solutions@prosci.com
www.prosci.com