Category Archives: General

General

Customer success through change management.

True organizational transformation is about helping people change the way they do things. “You don’t have to do anything but die.” This rather blunt, but deceptively motivational statement was a frequent response from my high school coach whenever we felt too apathetic towards some practice drills or other. Do we we have to do sprints in the rain? Do we have to come in on Saturday? Do we have to… etc, etc. It was an effective motivator because the underlying … More

From Customer Success to Customer Advocacy

Just weeks after joining the Determine team as their Senior Vice President of Customer Success, Kevin Turner was in attendance at the annual user group conference in Laguna Beach. Between meeting customers for the first time and hearing their feedback through presentations and informal exchanges, it was a critical and well timed opportunity to ensure that the Determine product roadmap is aligned with a broad range of definitions for customer success.

Customer Success Part 2: Establishing a Framework for Customer Success Management.

For strategic procurement, customer success metrics are measured in two categories: efficiency and effectiveness. As I mentioned in Part 1 of this series — Do you have a strategic relationship with your technology provider? — I recently joined Determine as Senior Vice President of Customer Success. On March 14 we held our West Region User Group in Laguna Beach, which brought together valued customers to share their experiences, feedback and ideas about our solutions and Determine as a company. [inlinetweet … More

The Functionality Everyone Demands, but Almost No One Uses

Make sure your procurement team is focused on the right eSourcing solution features. In a recent blog post here on Determine, I shared my list of 10 questions I think every procurement team should ask at all solution provider demos. Some of them you’d probably expect, like questions about integration and the administration of configuration settings. Others you might not have thought of, for instance asking to what degree the company “takes their own medicine” by using the technology themselves.

10 Questions to Ask During an S2P Demo

Know what you need to know to empower your decision. Attending an S2P demo can be a particularly high stress time for a procurement professional. We use this technology more than any other, to the point where its identity is synonymous with our own reputation internally. As a result, making the right choice is extremely important.

As GDPR looms, here are 6 key facts to consider.

Understanding compliance needs related to the General Data Protection Regulation. Without fail, my inbox is filled every morning with news, updates, tips and dire predictions about GDPR (General Data Protection Regulation) and the coming impact on companies and their providers. GDPR is an urgent issue, for sure, but the constant barrage of information can be overwhelming. That’s why when I come across a source or article that brings clarity, it’s worth sharing.

Customer Success Part 1: Do you have a strategic relationship with your technology provider?

I recently joined Determine as their Senior Vice President of Customer Success, but it is not a new role for me. One of the primary things I work on with companies is the need to tell their success stories, whether internally or externally. Believe it or not, the reasons for doing this – regardless of the intended audience – aren’t as different as you might think.

Socially responsible investment: Empowering people through community service.

From helping global corporations to helping local charities achieve their goals — it’s all in a day’s work. Hauling debris off a fire-hazard hillside in the French countryside for France Bénévolat; enhancing the living environment for students at the Indiana School for the Blind and Visually Impaired; rehabilitating old building materials at the Habitat for Humanity ReStore; trailblazing for the London Wildlife Trust. What does that have to do with contract management or source-to-pay solutions?

Commitment beyond compliance: Exceeding HIPAA requirements for our Healthcare Customers.

  Clients, partners, industry analysts and everyone else who knows Determine understands our unrelenting customer focus. It’s just part of our DNA. So staying compliant with the Health Insurance Portability and Accountability Act (HIPAA) and Health Information Technology for Economic and Clinical Health (HITECH) Act through our HIPAA Compliance Program, validated by Schellman & Company examination, isn’t about checking off another box, or adding another accolade. As outlined in our press release, delving into the incredibly rigorous process of compliance … More

Exceeding Expectations in CLM Implementation and Adoption

Late last month, Sean Delaney, Determine’s VP of Sales, and Mike Behne, VP of Professional Services, presented a webinar with IACCM on taking contract management “Beyond the Expected.” During that event, Sean and Mike discussed how real-life challenges morph into ideas and concepts for contract management innovations. One of the most important areas of focus for companies that want to manage uncertainty, mitigate risk and eliminate obstacles to competitiveness is implementation. After all, the success of any CLM implementation will … More

A Look at Supplier Risk in FinServ

Financial Services (FinServ) organizations – banks, insurance companies, wealth management firm, wirehouses – are constantly trying to find a balance between regulatory mandates and expectations, and operational efficiency. Massive supplier data breaches seem like they have become an almost regular occurrence (when they’re reported), customer privacy and data laws are becoming more stringent (GDPR), and predatory behavior by suppliers and vendors is an ongoing issue. Certainly, the porous nature of globalization isn’t making things any easier. With all that to … More

Top 10 Tips for Winning Procurement Stakeholder Support

How to make friends and influence outcomes Procurement does not have an easy job. We function as the spending conscience of the enterprise. When a contract is going to be awarded, we make sure a careful selection process is followed and that every specification or requirement associated with additional cost earns its place. We ensure that incumbent suppliers deserve renewed business, and push all suppliers to perform their best on behalf of the company. As important as all those things … More

3 benefits of an integrated and automated contract management process

You don’t have to be a corporate general counsel to know that managing contracts can be complicated and time consuming. While almost every contract starts with a request, and ends (hopefully) with renewal, there’s a lot that needs to go on — and sometimes doesn’t — in between. That’s where an integrated and automated contract management process comes in.

Lack of data visibility is your biggest contract risk.

Our recent webinar with IACCM, Contract Management – Beyond the Expected, raised a lot of interesting and varied points about the need for contract lifecycle management, and the potential complexity involved. Especially around data visibility – or lack of it, what Sean Delaney, VP of Sales at Determine, called “data disaggregation.” Which is a fancy-pants way of saying your data is a hot mess.

Rethinking SRM as the Dust Begins to Settle on Carillion

I recently shared my initial thoughts about the news that Carillion, the 2nd largest construction company in the UK, had gone into liquidation because it could not secure the funding required to stay in operation. As a reminder, Carillion is a private sector firm that provided a wide array of public services across Britain. They served lunches in public schools and provided maintenance to prisons; They provided cleaning and foodservice in hospitals, and they maintained roads. Perhaps most importantly, they … More