1. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Value Review 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 Seventh Module 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. 5 In This Module We Cover Two Topics Topics Covered in This Module  Value Review Stage definition  Guidance for the Value Review Stage

4. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Value Review Stage of the Service Delivery Process Quarterly Reviews Are Critical Checkpoints Where We Confirm Value Received and Plan for Future Delivery Value Review Stage The stage where we review the value received by the member. Provides Service Delivery opportunities to adjust our delivery approach as needed to ensure the member experience meets expectations 5

5. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The need for Quarterly Reviews Benefits to Member Member has a scheduled opportunity to discuss:  Value received  Any concerns  Current priorities  Future planned activities and expected value  Progress made against the most important business initiatives  Additional ways to leverage Executive Programs Quarterly Reviews Formally Establish That the Program Is on Track for the Member

6. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Benefits to Service Delivery Associates Service Delivery associate has a scheduled opportunity to uncover:  Issues, and make adjustments  Opportunities to be proactive in Service Delivery and see into current needs more clearly  Evolving member business issues and key initiatives  Opportunities to consistently deliver timely and relevant value Quarterly reviews are a great opportunity to work with the member to measure and confirm the value received The need for Quarterly Reviews Benefits to Member Member has a scheduled opportunity to discuss:  Value received  Any concerns  Current priorities  Future planned activities and expected value  Progress made against the most important business initiatives  Additional ways to leverage Executive Programs Quarterly Reviews Formally Establish That the Program Is on Track for the Member

7. © 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 the Value Review Stage Value Review Stage Process Steps Prepare for Review Execute Review Document Communicate With Stakeholders Prepare for Review Execute Review Communicate With Stakeholders Document 1 234

8. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The First Step Is to Prepare for a Value Planning Review Discussion With the Member Guidance for Step of Value Review 1 Prepare for Review Execute Review Document Communicate With Stakeholders Hold Internal Review Meeting Meeting Actions & Discussion Topics  Service Delivery associate actions:  Share Value Planning activities and results  Ask the Sales associate to send current Impact Assessment, Account Plan, Opportunity Assessment and ValuePrompter ®  Propose the agenda for the member meeting  Schedule a debrief discussion  Sales team  Executive Programs team  Extended Gartner team

9. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The First Step Is to Prepare for a Value Planning Review Discussion With the Member Prepare for Review Execute Review Document Communicate With Stakeholders Hold Internal Review Meeting Meeting Actions & Discussion Topics  Discussion topics can include:  Review of member’s key business goals, initiatives, opportunities, substantive interactions and value received  Review of member input and feedback  Opportunities for growing Executive Programs and other Gartner services within the account  Sales team  Executive Programs team  Extended Gartner team Guidance for Step of Value Review 1

10. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Impact Assessment— Key Points  The way for Sales Associates to review and validate value received with clients across all Gartner products and services  Powerful fact based approach  Connects services to key initiatives  Provides a standard approach to renewals  Capture  Quantify  Communicate The Impact Assessment Is a Great Source of Information About the Member and the Account Tools Used by Sales Associates

11. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Impact Assessment— Includes the following The Impact Assessment Is a Great Source of Information About the Member and the Account Tools Used by Sales Associates  Account Plan  Opportunity Assessments  Value Prompter ®  Executive Summary  Usage summary for all Gartner products and services  Substantive Interaction (SI) detail for high volume initiatives  Supporting activities

12. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Second Step Is to Review Value With the Member and Plan Future Service Delivery Member Review Meeting Guidance for Member Review Meetings Extended Gartner Team Prepare for Review Execute Review Document Communicate With Stakeholders 2 Member Service Delivery Associate

13. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Second Step Is to Review Value With the Member and Plan Future Service Delivery Guidelines for Member Review Meetings  Review value received since last checkpoint  Identify progress against business issues and key initiatives  Determine / confirm hard dollar savings  Review member expectations. Ask member “has Gartner met or exceeded expectations?”  Ask open, probing and confirming questions to uncover new challenges  Explore where other Executive Programs and Gartner capabilities might assist and support the member  Gather appropriate intelligence from Sales Impact Assessment, Account Plan, Opportunity Assessment and ValuePrompter ®  Determine likelihood of renewal; take appropriate action if the membership is at risk Guidance for Member Review Meetings Prepare for Review Execute Review Document Communicate With Stakeholders 2

14. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Step of Value Review Process Client Connect The Third Step in the Value Review Stage Is to Update Client Connect Guidance for Documenting the Review Meeting Log Meeting Activity Update Value Planning Tab Update RAG Status 3 Prepare for Review Execute Review Document Communicate With Stakeholders

15. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Final Step in the Value Review Stage Is to Communicate Guidance for Communication Prepare for Review Execute Review Document Communicate With Stakeholders Step of Value Review Process 4 Send Summary to the Member Gartner Stakeholders should review Client Connect Hold Debrief Discussion Client Connect Service Delivery associate should summarize review meeting and action items (both for member and associate(s)) in an e-mail to the member and copy the participating Gartner associates Once the participating associates receive the member summary, they should review and/or add to Client Connect Hold the debrief discussion with appropriate stakeholders (Discussion: What we have planned for the member)

16. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Reviews Should Be Done Quarterly Review Frequency  Member requests less frequent reviews  Long-term, stable relationship leads to reduced frequency being adequate to sustain quality Example Situations Where Frequency Might Vary Membership Begins Review Meeting Review Meeting Review & Renewal Meeting Review & Renewal Meeting Q1 Q2 Q3 Q4 Even when the member is not involved, an internal review must be done quarterly

17. © 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  Value Review Stage definition  Guidance for the Value Review Stage 5

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