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May 10, 2018

The Powerful Voice of the Customer

The Powerful Voice of the Customer

Listening to your customers is about more than building relationships, providing great service and ensuring the path to success; the powerful voice of the customer can also reveal a lot of insight and wisdom.

Placing customer interests at the center of your strategic plan is wise, but that doesn’t necessarily make it easy. Meeting customer expectations requires a full understanding their needs – and that is not possible unless you have one or more dedicated people who truly want to hear from customers and work with them to advance their objectives. As I found out in my conversation with Rose Lee of Determine, that’s precisely what a Chief Customer Officer does. And a whole lot more.

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April 3, 2018

From Customer Success to Customer Advocacy

From Customer Success to Customer Advocacy

Customer advocacy isn’t an event or a milestone: it is a natural progression that predates implementation.

Just weeks after joining the Determine team as their Senior Vice President of Customer Success, Kevin Turner was in attendance at the annual user group conference in Laguna Beach. Between meeting customers for the first time and hearing their feedback through presentations and informal exchanges, it was a critical and well timed opportunity to ensure that the Determine product roadmap is aligned with a broad range of definitions for customer success.

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February 20, 2018

Exceeding Expectations in CLM Implementation and Adoption

Exceeding Expectations in CLM Implementation and Adoption

Late last month, Sean Delaney, Determine’s VP of Sales, and Mike Behne, VP of Professional Services, presented a webinar with IACCM on taking contract management “Beyond the Expected.” During that event, Sean and Mike discussed how real-life challenges morph into ideas and concepts for contract management innovations. One of the most important areas of focus for companies that want to manage uncertainty, mitigate risk and eliminate obstacles to competitiveness is implementation. After all, the success of any CLM implementation will play out over time in terms of adoption and value creation.

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October 10, 2017

Risk adaptability: How organizations can stay ahead.

Risk adaptability: How organizations can stay ahead.

The podcast series that’s all about minding your business in contract management and source to pay.

Following on the heels of a webinar with SIG and Chris Monk of Determine partner Protiviti on Third Party Risk Management Efforts 101: Aligning Supplier Onboarding to Contract Onboarding, the discussion continues with Tony Abel, Managing Director and Chris’ colleague at Protiviti. With few exceptions, third-party risk has been one of our dominant topics over the past 12 months, with good reason. Risk is everywhere; it’s always growing, changing and adapting in order to seek and sneak its way into organizations by any means possible. As Tony points out regarding suppliers and vendors, companies are now largely responsible for those third-parties and the risks they create.

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August 22, 2017

Contract Management: From business controller to business enabler.

Contract Management: From business controller to business enabler.

The podcast series that’s all about minding your business in contract management and source to pay.

The following quote from Tim Cummins, President & CEO of IACCM (International Association for Contract & Commercial Management), is a powerful indictment of the whole practice of contract management today. But as he also points out, the realm of commercial contract management is evolving very quickly and in many ways. As probably the one person who’s most on the front lines of what’s happening in contracts today, his insights are based on a global span of information. According to Tim, the future of contracts will be far more versatile and adaptive, with technology and dynamic processes driving the way organizations structure.

Our archaic and medieval methods of constructing and drafting contracts are really a massive degradation to the potential for better trust, better communication.”

– Tim Cummins, President & CEO of IACCM

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July 20, 2017

Solution implementation: The science and art of deployment.

Solution implementation: The science and art of deployment.

The podcast series that’s all about minding your business in contract management and source to pay.

Global project implementation. Just the idea is enough to keep even the most hardened source-to-pay or IT professional awake at night. But it doesn’t have to be the case. Planning, strategizing, having a realistic change management plan in place and close collaboration at every stage between customer and technology provider will make the difference between up-and-running and up-at-night. I dove into this topic in a recent conversation with Trent Fairbrother, Implementation Manager at Determine.

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