In this episode of The Consultant's Way Podcast, hosts Dean McMann and Anthony Paluska speak with Tristan Humbles, Global Head of Professional Services (PS) at Natterbox. Tristan shares insights into the changing landscape of professional services, particularly in the context of SaaS and telecom sectors. Tristan highlights how macroeconomic pressures have increased the need for risk management and shifted client expectations, leading to longer, more complex engagements. High-level executive involvement has become essential to ensure alignment and continuity from project inception through to completion, placing PS teams at the center of these transitions.

Tristan underscores that embedding PS teams early in the sales process or strategically integrating them with sales efforts ensures seamless client experiences and helps mitigate risk. Building strong relationships is pivotal for PS success. Tristan emphasizes that proactive relationship-building and positioning PS teams as trusted advisors foster smoother project implementations and minimize potential issues. This approach requires strategic planning, clear communication, and balancing billable activities with client support.

The conversation also explores the evolving role of PS in client retention. With a focus on reducing churn and enhancing long-term client value, PS teams have found themselves increasingly involved throughout the customer lifecycle. This involvement aligns with clients’ demands for faster project deployment and iterative implementations to quickly demonstrate ROI and adapt to workforce changes.

Tristan concludes with key takeaways: engaging early to build trust, ensuring consistent client alignment, and proactive risk management. These strategies empower PS teams to effectively manage complex demands, reinforcing their importance as strategic partners for client success. The discussion also points to the need for organizations to reevaluate PS delivery models and profitability, as PS becomes more integral in maintaining client satisfaction and driving long-term revenue.