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Customer Success Services Framework

At the core of the GBM Services Strategy is Your Success, our enduring GBM focus on the critically that everything we do is to help you to achieve your business objectives and organizations critical success factors (CSF). To deliver on this strategy, GBM has developed six core service practices that map to the solution lifecycle and cover Consultancy, Professional Services, Adoption, Operate, Maintenance and Optimization Services.

Figure 1: GBM Services Framework

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Consultancy Services Practice

GBM has a dedicated team of Subject Matter Experts to support our Trusted Advisories to assists customers to address their business challenges by providing and demonstrating industry leading solution of their business with insightful solutions.

Professional Services Practice

GBM has a large team of high certified system engineers with more than 60% of this workforce holding the highest engineering qualification in their field of expertise.

Adoption Services Practice

Though a solutions can be successfully implemented and tested, there is no guarantee that the solution will be fully utilized, reducing the customers ROI.

Operate Services Practice

A common barrier to technology adoption is complexity. GBM Operate Services provide the customers with solutions that overcome the challenges posed by operating complex solutions by delivering the following value rich services to the customer.

Maintenance Services Practice

The support of customer solutions is paramount. Every minute of system outage costs their organization in direct financial loss, financial loss due to regulatory fines or to the organizations reputation.

Optimization Services Practice

As solutions mature, problems and opportunity arise organically. GBM’s Optimization Services are a range of advanced services that target solutions risks and opportunities:

The GBM Services Framework is designed to cover all aspects of your Journey with GBM and has been articulated and developed into the Customer Organizational Growth (COG) lifecycle Journey which maps the major touch points between yourselves and GBM. By taking this approach, the GBM Customer Success strategy provides enhanced synergies between GBM and yourselves.

Figure 2: Customer Organization Growth (COG) Lifecycle Journey

The COG framework interlocks the Business Engagement, the traditional sale motion with the Customer Engagement throughout the lifecycle of the solution, the delivery motion:

The Business Engagement cog is where GBM helps you to develop the need and provide solution evaluation and technology demonstrations to ensure that you buy once, and you buy right.
The Customer Engagement cog is driven by your Business Engagement cog with the objective being to successfully deploy new technology ensuring that you have the skills and knowhow to use and support the solution, overcoming your barriers to technology adoption and ensure you achieve your ROI; not just at the time of delivery, but throughout the solution lifecycle.

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26/07/2023

Customer Experience

GBM Services Framework for Your Success

Customer Success Services Framework

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