In this episode of the Product Coalition podcast, Jay Stansell interviews Randy Rowles, an expert in services product management. They discuss the unique aspects of managing products within professional services, the evolution of product management, and the critical role of the services product manager. Randy shares insights on change management, client engagement, and the importance of establishing clear organizational guidelines. The conversation also covers balancing deadlines with agile practices, navigating client requests, and the key performance indicators for success in services product management. The episode concludes with advice for aspiring services product managers and emphasizes the importance of linking success to client value.
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Takeaways
Services product management is distinct from standard product teams.
The product trio consists of a project manager, services product manager, and engineering lead.
Change management is crucial for successful delivery in professional services.
Building relationships with clients enhances project outcomes.
Radical transparency helps in managing client expectations.
Fixed cost contracts pose risks; time and materials are preferable.
Client involvement in prioritization is essential for successful outcomes.
KPIs should focus on throughput, successful go-lives, and client satisfaction.
Understanding the technical aspects of the product is vital for services product managers.
Titles in professional services can vary; focus on the role's responsibilities.
Chapters
00:00 Introduction to Services Product Management
04:03 The Evolution of Product Management in Services
06:03 Challenges in Change Management
11:20 Understanding the Scope of Professional Services
14:17 Balancing Deadlines and Agile Practices
21:44 Navigating Client Requests and Expectations
25:06 Establishing Clear Organizational Guidelines
29:24 Conflict of Interest in Client Requests
34:05 Client Involvement in the Development Process
39:18 Key Performance Indicators for Success
42:26 Advice for Aspiring Services Product Managers
49:28 Conclusion and Final Thoughts
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