Your browser does not support JavaScript! RESEARCH: ASU - Results - 2

Results Revealed for Selling Value-added Services and Solutions Study

By Ed Petrozelli, President & CEO , The INSIGHT Group and Stephen Brown, Phd, Strategic Partner, The INSIGHT Group

At Arizona State University’s Center for Services Leadership annual Symposium, The INSIGHT Group led two well attended sessions. Attendees provided feedback on a self assessment questionnaire at the beginning of each session. The participants were ‘self-selected’ and the insights provided are revealing.

What are challenges for Selling Value-Added Services and Solutions?

The statements that the group answered most positively with either ‘agree’ or ‘strongly agree’ responses were:

Conversely, the statements with the most significant gap or lowest ‘agree’ or ‘strongly agree’ were:

The survey results show that the attendees firms have dedicated services and solution business development (services sales) teams in place with a solid sales coverage model that includes account relationship management. Yet more work is required to help these teams develop and replicate ‘first of a kind’ offerings and to implement a sales plan that leverages services / solutions sales and strategic accounts.

Below is a chart with the group’s full Services / Solutions Readiness self assessment responses.

Selling Value-added Services and Solutions*

Question Strongly Agree
Strongly Disagree 
1. A sales coverage model is in place that supports account relationship management and services/solutions business development. 20% 43% 30% 8% 3.0
2. We have dedicated business development (service/solutions sales) teams in place.
20% 53% 20% 8% 3.1
3. The business development teams are trained and proficient in consultative selling. 13% 29% 42% 16% 2.4
4. Our services/solutions sales plan leverages a services/solutions specific strategic account program. 8% 29% 45% 18% 2.3
5.Account managers and Service practice leaders have deep understanding of the customer’s industry and the top services needs and solutions. 13% 31% 56% 10% 2.7
6. Key services delivery professionals are involved in the selling process. 8% 51% 26% 15% 2.6
7. Compensation and incentive programs are in place that focus on rewarding individuals and teams for selling valued services and business solutions contracts. 5% 37% 34% 24% 2.3
8. We have common documented processes for sales engagement/deal making with clear roles and responsibilities. 5% 38% 41% 15% 2.5
9.We have common documented processes for identifying, selling and rolling out multiple mass customized ‘first of a kind’ services offerings. 5% 23% 50% 23% 2.3

*The above scale ranged from a 4 for “Strongly Agree” to a 1 for “Strongly Disagree”. The Analysis is based on a total of 40 respondents with a total average score of 21.1 out of a possible 36.

How does your assessment of your company compare with these results?