FAQs

Customer Success (CS) is a business strategy and approach that focuses on ensuring customers achieve their desired outcomes and attain maximum value from the products or services provided by a company. The primary goal of Customer Success is to build and maintain long-term, mutually beneficial relationships with customers by proactively supporting them throughout their entire journey, from onboarding to ongoing usage and beyond. Key characteristics and elements of Customer Success include:

1. Customer-Centricity: CS puts the customer at the center of the company’s operations, with the aim of understanding and addressing their needs, goals, and challenges.

2. Outcome-Driven: CS teams work to understand the specific goals and objectives of customers and help them achieve those outcomes using the company’s products or services.

3. Proactive Support: Rather than waiting for customers to encounter issues, Customer Success teams take a proactive approach to anticipate potential roadblocks and offer timely guidance and assistance.

4. Onboarding and Adoption: Effective onboarding processes ensure that customers quickly and efficiently learn how to use the products or services, leading to better adoption rates.

5. Relationship Building: Customer Success professionals build strong, trust-based relationships with customers, fostering loyalty and satisfaction.

6. Continuous Engagement: Customer Success is an ongoing process that involves consistent communication, monitoring, and engagement with customers to ensure their success throughout the entire customer lifecycle.

7. Metrics and Analytics: Customer Success teams use various metrics and analytics to measure and track customer health, satisfaction, and the overall impact of their efforts.

Customer Success is a cultural mindset and corporate imperative that drives proactive orchestration of capabilities to deliver a distinctive customer experience. By prioritizing customer success, companies can reduce customer churn, increase retention rates, and drive organic growth through positive customer referrals and upsell opportunities. Overall, the Customer Success approach aims to create a win-win situation where customers achieve their goals, and the company achieves its business objectives by creating happy and successful customers.

“Customer Success” means the customer is getting the value they expected from your products/services.  Successful customers make successful businesses, so everything your organization does – from product/service development to marketing/sales, process design, project management, customer support, corporate policies, and even back-office operations (e.g., finance, accounts receivable), must begin and end with the customer – their experience, satisfaction, and value outcomes.  Successful customers become long-term, repeat customers (revenue retention), and are more likely to buy new products/services from your company (revenue acceleration).

Common sense suggests companies take it slow and not start business initiatives during a tumultuous times like we’re experiencing today. However, accelerating, not decelerating, into business improvement initiatives is exactly what company leaders should be doing now. Leaders often defer making tough decisions during uncertain times. When they don’t see a clear path ahead, kicking the can down the road feels like the safe thing to do. Despite an uncertain environment, there are business initiatives that you can launch to improve Customer Success, solve business challenges and accelerate performance to secure a lasting advantage.  Deferring investment will hold the business back and cost you in the long run. Now’s the time to hit the gas, not the brakes.

Project management refers to the practice of planning, organizing, and overseeing the execution of a specific project from start to finish. A project is a temporary endeavor with a defined scope, objectives, and deliverables, undertaken to create a unique product, service, or result. Project management involves coordinating resources, managing timelines, budgets, risks, and stakeholders to ensure that the project is completed successfully within the predetermined constraints. project management focuses on the successful delivery of individual projects, while program management deals with the coordination and management of multiple projects to achieve broader strategic objectives.

Program management involves the coordinated management and oversight of multiple related projects, known as a program, to achieve broader strategic goals and objectives. A program is a collection of projects, each with its own objectives, but all working together to achieve a common outcome or benefit. Program management focuses on aligning projects with organizational objectives, ensuring effective communication and coordination among projects, and optimizing resource allocation across projects. Program management deals with the coordination and management of multiple projects to achieve broader strategic objectives, while project management focuses on the successful delivery of individual projects.

An Information Technology (IT) PMO (IT Project Management Office) is a centralized department or team within an organization that is responsible for establishing and maintaining standardized project management practices, processes, and governance related to IT projects. The primary purpose of an IT PMO is to support and improve the overall management and delivery of IT projects and initiatives across the organization. By establishing an IT PMO, organizations can achieve several benefits, including increased project success rates, better resource utilization, enhanced visibility into project performance, improved decision-making, and alignment of IT initiatives with overall business strategies. The IT PMO plays a crucial role in promoting consistency and efficiency in managing IT projects, contributing to the organization’s overall success and effectiveness in delivering technology solutions and services. The specific functions and responsibilities of an IT PMO can vary depending on the organization’s size, structure, and objectives. However, some common roles and responsibilities of an IT PMO include:

1. Project Governance: Defining project management standards, methodologies, and best practices to ensure consistency and adherence to established guidelines.
2. Portfolio Management: Overseeing the organization’s IT project portfolio, including project selection, prioritization, and resource allocation to align with the organization’s strategic goals.
3. Resource Management: Optimizing the allocation of IT resources (personnel, budget, technology) across projects to ensure efficient project execution.
4. Risk Management: Identifying, assessing, and managing risks associated with IT projects to minimize potential negative impacts on project outcomes.
5. Project Planning and Monitoring: Assisting project managers in developing detailed project plans and providing ongoing monitoring and reporting of project progress to stakeholders.
6. Quality Assurance: Establishing quality standards and conducting project reviews to ensure that projects meet predefined criteria and deliver high-quality outcomes.
7. Knowledge Management: Capturing and sharing lessons learned from completed projects to facilitate continuous improvement and knowledge transfer within the organization.
8. Stakeholder Communication: Facilitating effective communication among project teams, stakeholders, and senior management to maintain alignment and manage expectations.
9. Project Methodology and Tools: Evaluating, implementing, and promoting project management tools and software to enhance project execution and collaboration.
10. Training and Development: Providing training and professional development opportunities to project managers and other IT staff to enhance project management skills and capabilities.

Businesses face various technology challenges that can impact their operations and growth. Here are some brief descriptions of common business technology challenges:

1. Rapid Technological Advancements: Keeping up with the pace of technological advancements can be challenging for businesses. The emergence of new technologies and the need to stay updated with the latest tools and systems require continuous learning and adaptation.
2. Information Security and Cyber Threats: With the increasing reliance on digital systems and data, businesses face significant risks related to information security. Cyberattacks, data breaches, and privacy concerns require robust security measures and proactive risk management.
3. Integration and Interoperability: Many businesses operate with a combination of different systems, applications, and platforms. Ensuring seamless integration and interoperability between these systems can be complex, requiring effective data sharing, compatibility, and synchronization.
4. Legacy Systems and Technical Debt: Legacy systems, outdated software, and technical debt pose challenges to businesses. Maintaining and supporting legacy systems can be costly and hinder agility, scalability, and innovation. Modernizing or migrating legacy systems can be a complex and resource-intensive process.
5. Data Management and Analytics: Managing and harnessing the power of vast amounts of data can be a challenge. Businesses must effectively collect, store, organize, and analyze data to derive actionable insights. Data quality, governance, and privacy also pose challenges in extracting value from data assets.
6. User Adoption and Change Management: Introducing new technologies and systems often requires change management and user adoption strategies. Resistance to change, lack of training, and unfamiliarity with new tools can hinder successful implementation and utilization of technology.
7. Scalability and Infrastructure: Businesses need scalable and reliable technology infrastructure to support growth. Ensuring that systems can handle increasing volumes of data, users, and transactions without performance bottlenecks or downtime is crucial.
8. Digital Transformation: Embracing digital transformation requires strategic planning and execution. Shifting business processes, culture, and customer experiences to a digital-first approach can be challenging, requiring organizational alignment, skill development, and a clear vision.
9. Cost and Return on Investment (ROI): Implementing and maintaining technology solutions can involve significant costs. Assessing the ROI, managing budgets, and ensuring that technology investments align with business objectives can be challenging for businesses.
10. Talent Acquisition and Retention: Securing and retaining skilled technology professionals can be challenging due to high demand and competition. Businesses need to attract and retain talented individuals with the right skill sets to drive technology initiatives and innovation.

Addressing these challenges requires proactive planning, strategic decision-making, ongoing training and development, collaboration with technology partners, and a focus on aligning technology investments with business goals.

Businesses can benefit from technology in numerous ways. Here are some key benefits of leveraging technology:

1. Increased Efficiency and Productivity: Technology automates manual tasks, streamlines processes, and reduces human error, leading to increased efficiency and productivity. Automation tools, project management software, and collaboration platforms enable employees to accomplish tasks more quickly and effectively.
2. Improved Decision-Making: Technology provides access to vast amounts of data and analytics tools that can aid in informed decision-making. Business intelligence systems, data visualization tools, and predictive analytics help businesses analyze trends, identify patterns, and make data-driven decisions.
3. Enhanced Communication and Collaboration: Technology facilitates seamless communication and collaboration within and across teams, departments, and even geographical locations. Email, instant messaging, video conferencing, and collaboration platforms enable real-time communication and collaboration, fostering teamwork and innovation.
4. Expanded Reach and Market Presence: Technology enables businesses to extend their reach and expand their market presence. Websites, e-commerce platforms, and digital marketing channels provide opportunities to reach a global audience, attract new customers, and increase brand visibility.
5. Improved Customer Experience: Technology allows businesses to deliver a better customer experience. Customer relationship management (CRM) systems, chatbots, personalized marketing, and self-service options enhance customer interactions, satisfaction, and loyalty.
6. Cost Savings: Technology can lead to significant cost savings for businesses. Cloud computing reduces the need for physical infrastructure and lowers IT costs. Automation minimizes labor costs and increases operational efficiency. Digital marketing often offers a more cost-effective alternative to traditional advertising.
7. Competitive Advantage: Adopting innovative technologies can give businesses a competitive edge. By staying up to date with the latest trends, tools, and systems, businesses can differentiate themselves from competitors, deliver better products and services, and adapt quickly to market changes.
8. Business Growth and Scalability: Technology provides the foundation for business growth and scalability. Scalable infrastructure, cloud-based services, and flexible software solutions allow businesses to expand their operations and adapt to changing demands without significant disruptions.

It is important for businesses to assess their unique needs, align technology investments with their strategic goals, and ensure proper implementation and training to fully realize the benefits of technology.

A business technology strategy refers to a comprehensive plan that outlines how an organization intends to leverage technology to achieve its overall business objectives and gain a competitive advantage in the market. It involves aligning the company’s technology initiatives with its broader business goals and objectives. By following a well-defined business technology roadmap, organizations can align their technology initiatives with their strategic objectives, optimize resource allocation, and ensure successful implementation of technology projects. It provides a structured approach for technology planning, decision-making, and ongoing improvement, ultimately accelerating business growth. Here are some key components that are typically included in a business technology roadmap:

1. Vision and Objectives: The roadmap begins by articulating the long-term vision and goals of the organization. It identifies how technology can support and enable these objectives.
2. Current State Assessment: This phase involves evaluating the existing technology landscape, including hardware, software, networks, and processes. It helps identify areas of improvement and potential bottlenecks.
3. Gap Analysis: The next step is to identify the gaps between the current state and the desired future state. This involves analyzing the technology requirements necessary to achieve the business objectives.
4. Prioritization: Once the gaps are identified, the roadmap prioritizes technology initiatives based on their strategic importance, potential impact, and feasibility. This ensures that resources are allocated effectively.
5. Milestones and Timelines: The roadmap defines clear milestones and timelines for each technology initiative. It establishes realistic and achievable targets for implementing new systems, upgrading existing infrastructure, or rolling out innovative solutions.
6. Resource Allocation: The roadmap outlines the resources required for each initiative, such as budget, personnel, and expertise. It helps in estimating and allocating resources effectively to ensure successful implementation.
7. Risk Assessment: An important aspect of the roadmap is assessing potential risks and challenges associated with technology initiatives. It helps in identifying and mitigating risks to minimize disruptions and ensure smooth implementation.
8. Integration and Interdependencies: The roadmap considers the interdependencies between different technology initiatives and their integration into the existing technology landscape. It ensures that various components work seamlessly together and avoid conflicts or duplication.
9. Communication and Stakeholder Engagement: A successful technology roadmap involves clear communication with stakeholders, including executives, IT teams, and end-users. It helps build support, address concerns, and ensure alignment with the broader organizational goals.
10. Review and Evaluation: The roadmap is a living document that requires regular review and evaluation. It allows for adjustments based on changing business needs, emerging technologies, and feedback from implementation.

1. Digital Transformation Strategy: This strategy focuses on leveraging technology to transform business processes, operations, and customer experiences. It involves adopting digital tools, automating workflows, implementing cloud solutions, and embracing data analytics to improve efficiency, agility, and innovation across the organization.
2. Customer-Success Strategy: This strategy aims to enhance customer satisfaction and loyalty through the effective use of technology. It involves implementing customer relationship management (CRM) systems, personalized marketing campaigns, omnichannel customer support, and data-driven insights to deliver exceptional customer experiences.
3. Data-driven Strategy: This strategy emphasizes the collection, analysis, and utilization of data to drive decision-making and business growth. It involves implementing data management systems, data analytics platforms, for  valuable insights that improve operational efficiency, and decision making.
4. Agile and DevOps Strategy: This strategy focuses on adopting agile methodologies and DevOps practices to improve software development and delivery processes. It involves cross-functional collaboration, continuous integration and deployment (CI/CD), automation, and feedback loops to accelerate time to market, increase product quality, and enhance customer satisfaction.
5. Continuous Improvement Strategy: A continuous improvement strategy, also known as continuous improvement (CI), is an approach adopted by organizations to enhance their processes, products, or services incrementally and consistently over time. The goal is to drive ongoing advancements, optimize efficiency, and deliver better outcomes. This strategy involves identifying, analyzing, and implementing improvements in all aspects of an organization’s operations, fostering a culture of innovation, learning, and adaptation.
6. Enterprise Resource Planning (ERP) Strategy: This strategy focuses on implementing an integrated ERP system to streamline business processes and improve operational efficiency. It involves selecting a suitable ERP platform, configuring it to meet specific business requirements, and integrating it with other systems for seamless data flow and process automation across departments such as finance, supply chain, human resources, and manufacturing.
7. Customer Relationship Management (CRM) Strategy: This strategy aims to enhance customer engagement, sales, and marketing effectiveness through the implementation of a CRM system. It involves selecting a CRM platform, customizing it to align with the organization’s sales and marketing processes, and leveraging customer data and analytics to optimize customer interactions, improve lead generation, and increase customer satisfaction and loyalty.
8. Supply Chain Management (SCM) Strategy: This strategy focuses on optimizing the supply chain processes through the implementation of a robust SCM system. It involves selecting a suitable SCM platform, integrating it with suppliers, distributors, and logistics partners, and leveraging real-time data and analytics to improve inventory management, demand forecasting, order fulfillment, and logistics efficiency.
9. Business Intelligence and Analytics Strategy: This strategy focuses on implementing a comprehensive business intelligence and analytics system to enable data-driven decision-making across the organization. It involves selecting suitable analytics tools and platforms, integrating data from various sources, and developing data models and visualizations to provide actionable insights and support strategic planning, operational optimization, and performance monitoring.
10. Document Management and Collaboration Strategy: This strategy aims to improve document management, collaboration, and knowledge sharing within the organization. It involves implementing a document management system that enables centralized storage, version control, and access controls for documents. Additionally, collaboration tools such as intranets, project management platforms, and communication tools are deployed to facilitate seamless collaboration and information sharing among employees.

These are just a few examples of business technology strategies, and organizations often tailor their strategies to their specific industry, size, and goals. The key is to align technology initiatives with the overall business objectives and leverage technology as an enabler for growth, efficiency, and competitive advantage.

MCS provides expert guidance, advice, and support to organizations in various IT and business systems-related areas.  Engagements are aligned to the client’s needs.  For example:  

1. Customer Success: Implement a business strategy and approach that focuses on ensuring customers achieve their desired outcomes and attain maximum value from the products or services provided by a company. The primary goal of Customer Success is to build and maintain long-term, mutually beneficial relationships with customers by proactively supporting them throughout their entire journey, from onboarding to ongoing usage and beyond.
2. IT Program & Project Management: Oversee and manage IT projects on behalf of organizations. Ensure projects are delivered within scope, on time, and within budget. Establish project management methodologies, define project goals, allocate resources, manage risks, and monitor progress.
3. Portfolio Management: Establish a framework that defines the decision-making processes, roles, and responsibilities for managing the technology/business systems portfolio. Ensure technology investments are aligned with the organization’s objectives and there is proper oversight and accountability in system evaluation, cost determination, and the benefits that justify funding it.
4. Systems Assessment and Planning: Evaluate the organization’s current technology landscape and provide recommendations for technology adoption, upgrades, or replacements. Assess the compatibility, scalability, and cost-effectiveness of various technology solutions and help client’s make informed decisions.
5. Business Process Improvement: Analyze the organization’s existing business processes and identify opportunities for optimization and automation. Recommend technology solutions and process redesign strategies to streamline operations, increase productivity, and improve overall efficiency.

6. Business Requirements Definition (BRD):  Develop a formal document that outlines the objectives, expectations, and specifications of a business project or initiative. Communicate and collaborate with stakeholders, such as managers, business analysts, project leads, and development teams, to ensure a shared understanding of what needs to be accomplished.

7. Business Case Development: Provide a structured framework for presenting the justification, benefits, and feasibility of an IT initiative.  

8. Vendor Selection and Management: Assist organizations in selecting the right technology vendors and solutions to meet their specific requirements. Evaluate vendor offerings, conduct feasibility studies, negotiate contracts, and provide ongoing vendor management to ensure successful implementation and support.
9. IT Governance and Compliance: Help organizations establish effective IT governance frameworks to ensure effective management, monitoring, and control of project initiatives. Define performance metrics and key performance indicators (KPIs) to measure the success and impact of technology investments on the overall business performance.
10. Digital Transformation: Support organizations in their digital transformation initiatives by assessing their readiness, identifying digital opportunities, and developing a roadmap for implementation. Provide guidance on Legacy System Modernization, Process Automation, Digital Customer Experience, Data Analytics, and Scrum/Agile Practices.

Our clients are often trapped in a cycle of day-to-day tactical challenges. They’re too busy to build a business case, identify the issues, evaluate solutions, determine the costs, and benefits to justify funding it.  There’s no systematic process to determine its priority relative to all the other projects in the backlog.  They don’t have the bandwidth or necessary skills and experience to manage a project.  Some existing projects are in trouble but lack the seasoned leadership to get them back on track.  The benefits of hiring an MCS consultant include: 

1. Expertise and Specialization: MCS consultants often bring specialized knowledge, skills, and abilities in specific domains. They can offer a fresh perspective and bring best practices from their experience.
2. Objectivity and Unbiased Opinions: MCS consultants can provide an impartial viewpoint as they are not tied to internal politics or personal relationships within the organization. They can objectively assess the project requirements, identify gaps, and recommend solutions without any biases.
3. Flexibility and Scalability: Hiring an MCS consultant provides flexibility in terms of project duration and resource allocation. Our consultants can be brought in for a specific project phase or for a limited duration, allowing organizations to scale up or down based on their needs.
4. Specialized Tools and Methodologies: MCS consultants often bring their own set of tools, methodologies, and frameworks that can be tailored to the client’s needs. They can introduce new approaches or refine existing ones to enhance project efficiency and effectiveness.
5. Cost and Resource Optimization: In some cases, hiring an MCS consultant can be more cost-effective than using internal employees. Our consultants are engaged on a contract basis, eliminating the need for long-term commitments, benefits, and overhead costs associated with hiring permanent employees.
6. External Networks and Industry Insights: MCS consultants often have extensive networks and industry connections.  They can leverage these networks to bring in external expertise, establish partnerships, or access resources that may not be readily available to the client.