Heidi Gardner, Distinguished Fellow in the Center on the Legal Profession at Harvard Law School, joins Helping Sells Radio to discuss her book Smart Collaboration: How Professionals and Their Firms Succeed by Breaking Down Silos. Her research has shown that when professional services firms bring multiple teams in to help clients achieve outcomes beyond the original engagement, in many cases without billing some of the early discovery work by the additional teams, that the firm can actually increase revenue per client. This has staggering implications for customer success and professional services teams who should focus on helping customers beyond the singular reason they were hired in the first place.
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