Are You In The Trenches With Your Customer?

In years past, Management Information Systems (MIS) became the new silicon cowboys, attempting to bring order and enhanced productivity to you and I. Soon enough, that moniker fell out of season and IT became the moniker for all of us pocket-protector-wearing propeller-heads. This subsequently lead to the the dot-com era where IT = SEXY (later to have the “E” dropped in Web 2.0 – read SXY, like Flickr).

Needless to say, the profession of sales was once a highly esteemed art of relationships and understanding – giving way to microwaved-popcorn motives and spandex solutions, in pace with today’s see-it, need-it, have-it society.

Somewhere in there, people fighting for you – the customer!

Dave Courbanou (MSPMentor) asked an interesting question, “… where is managed print heading next?”

I sat and talked with a sales rep today who decided to enlighten me that all manufacturer programs were simply there to, “… keep the lines moving.”

GET THIS

Whether that is true or not is actually irrelevant – isn’t it?

That’s like telling a fish to quit breathing through water (Wait, do I have to pay royalties to Greg to use the word “fish” now?). I don’t hold anything against McDonald’s for serving me a Big Mac and I don’t hold anything against Stephen King for writing The Shining; that’s what they do and they are good at it!

But where does the responsibility of success rest for the success of a managed services engagement?

Hmmm, the word ‘partnership’ comes to mind… but I have observed that so many customers want drive-thru-servicee so they can wash their hands of the whole, dirty mess.

Let me think, if I could save you 30% off of your current output platform – or I could create opportunities for you to accelerate your time to cash and retain customers… I wonder which one you might choose? How much might that be worth?

If you want to get in the trenches – then get IN the trenches – WITH your customer. Otherwise, as a friend of mine is fond of saying, “You might be practicing medicine without a license – and that’s malpractice.”

Image courtesy of úlfhams_víkingur.

Ken Stewart’s website, ChangeForge, focuses on the collision between the constantly changing worlds of business and technology in an information-centric world. Ken serves on the board of the new Managed Print Services Association, an international industry organization seeking worldwide best practices for the managed print services industry. He is also the founder of Seeking the Son. He is always interested in connecting with you.