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March 27, 2018

Customer Success Part 2: Establishing a Framework for Customer Success Management.

Customer Success Part 2: Establishing a Framework for Customer Success Management.

For strategic procurement, customer success metrics are measured in two categories: efficiency and effectiveness.

As I mentioned in Part 1 of this series — Do you have a strategic relationship with your technology provider? — I recently joined Determine as Senior Vice President of Customer Success. On March 14 we held our West Region User Group in Laguna Beach, which brought together valued customers to share their experiences, feedback and ideas about our solutions and Determine as a company. That openness and reinforcing of trust are critical components to establishing a sustainable Customer Success Management program .

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March 20, 2018

The Functionality Everyone Demands, but Almost No One Uses

The Functionality Everyone Demands, but Almost No One Uses

Make sure your procurement team is focused on the right eSourcing solution features.

In a recent blog post here on Determine, I shared my list of 10 questions I think every procurement team should ask at all solution provider demos. Some of them you’d probably expect, like questions about integration and the administration of configuration settings. Others you might not have thought of, for instance asking to what degree the company “takes their own medicine” by using the technology themselves.

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March 6, 2018

Customer Success Part 1: Do you have a strategic relationship with your technology provider?

Customer Success Part 1: Do you have a strategic relationship with your technology provider?

I recently joined Determine as their Senior Vice President of Customer Success, but it is not a new role for me. One of the primary things I work on with companies is the need to tell their success stories , whether internally or externally. Believe it or not, the reasons for doing this – regardless of the intended audience – aren’t as different as you might think.

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February 5, 2018

3 benefits of an integrated and automated contract management process

3 benefits of an integrated and automated contract management process

You don’t have to be a corporate general counsel to know that managing contracts can be complicated and time consuming. While almost every contract starts with a request, and ends (hopefully) with renewal, there’s a lot that needs to go on — and sometimes doesn’t — in between. That’s where an integrated and automated contract management process comes in.

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January 30, 2018

Rethinking SRM as the Dust Begins to Settle on Carillion

Rethinking SRM as the Dust Begins to Settle on Carillion

I recently shared my initial thoughts about the news that Carillion, the 2nd largest construction company in the UK, had gone into liquidation because it could not secure the funding required to stay in operation.

As a reminder, Carillion is a private sector firm that provided a wide array of public services across Britain. They served lunches in public schools and provided maintenance to prisons; They provided cleaning and foodservice in hospitals, and they maintained roads. Perhaps most importantly, they did all of this through a huge network of subcontractors and partners, many of whom are now facing financial difficulties in the wake of the Carillion collapse. By some estimates, up to 30,000 companies could be affected.

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