Precursive Perspective | For Professional Services

Going Beyond Delivery: Making Services Value Visible

Episode Notes

Gerard Allen, VP Professional Services at Jamf, joins Jonathan Corrie to discuss what it takes to make the value of Professional Services visible across the business. Gerard has spent more than 30 years in the Apple ecosystem and leads Jamf's global Professional Services organization, spanning delivery, training, partner certification and managed services.

A central theme of the conversation is commercial fluency. Gerard explains why PS leaders need to understand the language of the CRO and CFO, from customer acquisition cost and lifetime value to NRR and gross margin. Without that understanding, it becomes much harder to demonstrate how services contributes to the wider business.

Highlights include:

• Connecting time-to-value and customer outcomes to NRR
• Balancing gross margin, CSAT and utilization
• Simplifying services catalogues around clear outcomes
• Moving from transactional services toward TAM and recurring revenue
• Using segmentation to serve SMB, mid-market and enterprise customers differently
• Scaling delivery through certified partners without compromising customer experience
• Mapping services to the customer journey and future product adoption

Gerard also explains why Jamf's internal services organization should focus on the areas where it can add differentiated value, while enabling capable partners to take ownership elsewhere.

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