1. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Architected Onboarding Stage EXECUTIVE PROGRAMS SERVICE DELIVERY EXCELLENCE PROGRAM

2. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Web-Based Training Program for the Service Delivery Excellence Program Module # Topic Covered 1 2 3 4 5 6 7 8 Introduction to Service Delivery Excellence Overall Guidance for Service Delivery Excellence Stage 1: Presale Definition and Guidance Stage 2: Architected Onboarding Definition and Guidance Stage 3: Value Planning Definition and Guidance Stage 4: Value Delivery Definition and Guidance Stage 5: Value Review Definition and Guidance Stage 6: Renew Definition and Guidance This Is the Fourth Modules in the Service Delivery Excellence Program

3. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. In This Module We Cover Four Topics Topics Covered in This Module:  Architected Onboarding Stage definition  Outcomes of the Architected Onboarding Stage  Guidance for activities in the Architected Onboarding Stage  Guidance for Onboarding multiple people 2

4. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Onboarding Is a Set of Activities for All Members Which Occur After the Contract Is Booked Architected Onboarding Stage Definition Architected Onboarding 2 A prescribed set of activities that occur in the first 30 – 60 days of the membership

5. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Outcomes of the Architected Onboarding Stage There Are Several Outcomes of the Architected Onboarding Stage Outcomes of the Architected Onboarding Stage  Value Planning begins and is confirmed with Member  Substantive Interaction occurs or is scheduled to occur  Member receives a review of their ExP online experience  Member’s assistant is Onboarded  Confirm appropriate program expectations  Establish (or transition) an effective partnership with Sales  Create the right first impression

6. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. There Are Clearly Defined Onboarding Activities for Every New Member Onboarding Activities Member Setup Notify Service Delivery Team Service Delivery Team Onboarding Steps Validate Data Select Service Delivery Team Mail Welcome Kit Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate

7. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. After a Sale Is Booked, the First Step Is to Validate the Member Data Data Validation Description Member data is validated  Contract details are validated by Sales and Client Financial Services  Member details are further validated and may require checking with the Member organization Member Setup Validate Data Select Service Delivery Team Mail Welcome Kit

8. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Service Delivery Team Selection Is Based on Many Criteria Service Team Selection Description  Team is selected by the RVP, CVP, ECM Manager or Team Leader immediately after new Member data is validated  Team selection is based on:  Prior experience in the industry  Location  Seniority  Areas of interest  Existing workloads  Language  Culture  Relationships formed during the Sales process or before Member Setup Validate Data Select Service Delivery Team Mail Welcome Kit

9. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Welcome Kit Is Sent Within Two Business Days of Member Data Validation Welcome Kit Description  The Welcome Kit is mailed within two business days of Member data validation  The Welcome Kit includes:  Welcome letter  A standard program description  A calendar of events scheduled over the coming year  Recent Executive Programs publications  User names and passwords to access the Member website Member Setup Validate Data Select Service Delivery Team Mail Welcome Kit

10. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Welcome E-mail Is Often the First Formal Contact the New Member Has With the Service Delivery Team Welcome Email Guidance  The Welcome email should be sent out immediately after receiving notice of new Member assignment, and always within the first week of membership  The Service Delivery associate should customize the email for the individual Member:  Should be written in Member’s preferred language  Include Service Delivery associate contact details  Include website user name and password  Make reference to the Welcome Kit  Offer of immediate assistance for any pressing issues  Mention “Green Initiative” – Members need to opt-in for hard copies  Refer to Onboarding meeting as next step: “I will be contacting you soon to schedule our first discussion …” Service Delivery Onboarding Steps Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate

11. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. There Are Four Steps in Preparing for the Onboarding Meeting Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate  Partner With Sales  Schedule Meeting  Research Member  Develop Meeting Strategy Service Delivery Onboarding Steps

12. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate  Review information gathered on the Member in the Presale stage  Request and discuss the ValuePrompter ® Sales used to close the deal  Confirm the key Business Issue, problems, solutions and any business or personal value identified (and expected) by the Member  Learn Member and account background  Learn about all Member and account activities  Determine the current Gartner spend  Review the contract  Ask Sales if there is an Account Plan or Impact Assessment  Review any Gartner Consulting engagements  Find out what motivated the Member to join  Understand the budget cycle in the account  Agree on steps post Onboarding meeting  Partner With Sales  Schedule Meeting  Research Member  Develop Meeting Strategy Thorough Preparation Is Critical to a Successful Architected Onboarding Stage Service Delivery Onboarding Steps

13. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.  Call to arrange the Onboarding meeting as soon as possible, within a few days of team assignment  Introduce yourself to the Member’s administrative assistant  The meeting should take place as soon as possible, always within 30 days of contract signing  Use the most effective way to get the Member up to speed using the program; meeting can be face-to-face or by phone Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate  Partner With Sales  Schedule Meeting  Research Member  Develop Meeting Strategy Service Delivery Onboarding Steps Thorough Preparation Is Critical to a Successful Architected Onboarding Stage

14. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.  Leverage Client Connect  Leverage knowledge of others in Executive Programs  Leverage online information sources:  Research the organization  Review last quarterly earnings report, annual report or equivalent documents in the public sector  Research the broad trends in your Member’s industry or government sector  Google the CIO and then Google the Member prior to every interaction  Search through recent publications that mention the CIO Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate  Partner With Sales  Schedule Meeting  Research Member  Develop Meeting Strategy Service Delivery Onboarding Steps Thorough Preparation Is Critical to a Successful Architected Onboarding Stage

15. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.  Add any additional information uncovered on the Member to Client Connect  Begin documenting Value Planning by entering the Key Initiatives, Business Goals, activities and suggested assets in the Value Plan Tab in Client Connect  Use content from the ValuePrompter ® from Sales  Leverage existing account and Member knowledge  Map out suggested activities and link to the Key Initiatives – include a Substantive Interaction  Select suggested assets from the CIO Program Libraries  Prepare probing questions to better understand the Member’s Business Issues and Key Initiatives and how Executive Programs can provide value Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate  Partner With Sales  Schedule Meeting  Research Member  Develop Meeting Strategy Service Delivery Onboarding Steps Thorough Preparation Is Critical to a Successful Architected Onboarding Stage

16. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate Four Primary Goals:  Establish rapport with new Member  Set appropriate expectations  Initiate Value Planning  Engage the Member’s assistant There Are Four Goals for the Onboarding Meeting Service Delivery Onboarding Steps

17. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Four Primary Goals:  Establish rapport with new Member  Set appropriate expectations  Initiate Value Planning  Engage the Member’s assistant It Is Essential to Establish Rapport With the New Member  Introduce the Executive Programs team and get introduced to the Member’s team  Provide the Membership at a Glance  Demonstrate credibility  Demonstrate knowledge of the individual Member and the Member’s organization; show them that you have done background research and will focus on adding value to Member interactions  Provide a case study or a document on how you have personally helped other Members  Provide insight on Member issues and what we can do to help address these issues  Understand Member’s preferred interaction method(s) — web, email, phone  Ensure that the Member knows how to contact you Establish Rapport Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate Service Delivery Onboarding Steps

18. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Four Primary Goals:  Establish rapport with new Member  Set appropriate expectations  Initiate Value Planning  Engage the Member’s assistant  Ensure that the Member’s expectations are in line with Executive Programs deliverables  Executive Programs is valuable without over-delivering; establish appropriate limits on what we provide  Clarify expectations of other meeting participants Ensure Appropriate Expectations Between the Member’s Expectations and Program Deliverables Set Appropriate Expectations Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate Service Delivery Onboarding Steps

19. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.  Discuss the purpose and value of jointly creating the Value Plan  Ask open, probing and confirming questions to gain a complete understanding of the Member’s Key Initiatives and opportunities  Agree on how Executive Programs can help the Member make progress on their Business Issues and Key Initiatives  Jointly identify what personal and business value will be generated if we are successful in helping solve the Member’s problems  Discuss the Member’s preferences for Service Delivery activities — for example, networking, events, inquiry, different research formats Refine the Value Plan With the Member’s Input Refine the Value Plan Four Primary Goals:  Establish rapport with new Member  Set appropriate expectations  Initiate Value Planning  Engage the Member’s assistant Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate Service Delivery Onboarding Steps

20. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.  Help the Member understand that the best way to get value is to actively participate in Substantive Interactions; schedule an inquiry  Identify one or more Substantive Interactions for the first quarter of membership  Identify at least one personalized activity each month for the first four months  Schedule your visits and phone calls for the next 12 – 18 months Refine the Value Plan With the Member’s Input Refine the Value Plan Four Primary Goals:  Establish rapport with new Member  Set appropriate expectations  Initiate Value Planning  Engage the Member’s assistant Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate Service Delivery Onboarding Steps

21. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.  Walk the Member through the Member website — showcase the tools and templates and the research — use discussion to further understand the Member’s needs  Identify the value the Member expects to receive from each planned delivery activity  Ask the Member if the plan, when executed, will meet/exceed their expectations in terms of value received from membership Refine the Value Plan With the Member’s Input Four Primary Goals:  Establish rapport with new Member  Set appropriate expectations  Initiate Value Planning  Engage the Member’s assistant Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate Service Delivery Onboarding Steps Refine the Value Plan

22. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.  When Onboarding the assistant, ensure the assistant:  Understands enough about the Member’s program to facilitate the relationship  Facilitates the use of the program elements  Is aware of the program elements the Member has access to  At the member’s discretion, offer the administrative assistant separate credentials to gartner.com  Discuss how you will work together over the course of the membership  Set the right program expectations If the Member Agrees, Onboard and Engage the Member’s Assistant Onboard and Engage Member’s Assistant Four Primary Goals:  Establish rapport with new Member  Set appropriate expectations  Initiate Value Planning  Engage the Member’s assistant Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate Service Delivery Onboarding Steps

23. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Document and Communicate After the Onboarding Meeting AESDA  Update Client Connect  RAG Status  Select Member’s Key Initiatives in the Value Plan tab  Link Activities to Value Plan initiatives After the Onboarding Meeting Client Connect Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate Service Delivery Onboarding Steps

24. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Document and Communicate After the Onboarding Meeting  Send a follow-up email or letter to the Member confirming the initial activity plan; tie the activities to the Key Initiatives and expected value  Contact Sales to refer them to Client Connect and provide any additional relevant information gathered from the Member  Begin to follow up on Value Planning activities AESDA After the Onboarding Meeting Welcome Email Prepare for Onboarding Meeting Conduct Onboarding Meeting Document & Communicate Service Delivery Onboarding Steps

25. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Architected Onboarding Responsibilities by Role Executive Client Manager Objectives  Architected Onboarding of Members  Delegates and Administrative Assistants within 30 days of contract start dates inclusive of welcome email  Review of online ExP experience, Alerts, Business Wizard setup  Entry of details into Client Connect Executive Partner/Executive Advisor Objectives  Onboarding new and renewed Members within 60 days  Creation of the initial Value Plan with member  Entry of details into Client Connect

26. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Onboarding Multiple People  Discuss the role of the delegate with the CIO  Introduce yourself to the Member’s designated delegate at Onboarding meeting  Schedule a follow-up call  Ensure that deliverables are understood  Verify that delegate has access to gartner.com and has been given web tour  Inform delegate of opportunities (Gartner for Leadership Development and Academy for Leadership Development) Member has a delegate (CIO Signature) Member has a delegate (CIO Signature)  Social contract with each member to determine how they want to work with you and how they envision the dynamic between themselves  Make sure that each Member feels like they are receiving the personalized ExP experience Multiple Members

27. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Architected Onboarding Summary  Setting the right expectations  Building personal credibility  Uncovering the Member’s key needs and initiatives  Initiating value planning  Successful Onbroading sets the stage for a satisfied Executive Programs Member 2 Architected Onboarding guidelines:

28. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Thank You for Participating in This Training Topics Covered in This Module:  Architected Onboarding Stage definition  Outcomes of the Architected Onboarding Stage  Guidance for activities in the Architected Onboarding Stage  Guidance for Onboarding multiple people 2

29. © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. To download the PowerPoint file and the Script file, please select the attachment link on the top right corner