Providers can get fixated with what they consider as value differentiators instead of understanding what the client’s value definitions are. Over the contract lifecycle, the value gap only tends to increase. With the anti-incumbency trend at its peak, Providers can benefit with a neutral and holistic assessment of existing client relationships to proactively cement and expand the account
A misalignment in the value definition between Service Provider and the enterprise leads to significant gap between the value delivered by provider and value realized by client. This gap only gets amplified over the contract life cycle.
In our experience, the value gap is driven by:
- Contractual: Inadequately informed/challenged solution and contracting
- Execution: Weak operational governance around pricing, delivery, performance, end-user experience
- Evolution: Lack of strategic governance, innovation, account management
