Time's Up!

Put values—and value—over volume with a professional services subscription model Professional firms are built on relationships. But you wouldn't know it by observing their predominant business model — a model centered on selling transactions and inputs, not outcomes that deepen and strengthen relationships. Time’s Up! offers you a guide to building a more valuable firm, one where relationships and lifetime customer value are at the center of how you create and capture value. You’ll learn how to: Create customer lifetime values that far exceed acquisition and retention costs Move customer relationships to the center of your firm Leverage the collective knowledge of your customers Elevate customers from where they are to their desired future by providing transformations, where the customer is the product. Only uncommon offerings command uncommon prices. Time’s Up! introduces you to a revolutionary new business model that transforms your firm, your teams and your results with the customer right at the center of the process.

Foreword xi Preface xv Acknowledgments xxiii About the Authors xxix The Keynote and the Workshop: How to Read This Book xxxiii I The Keynote 1 1 What Got You Here Won’t Get You There Thank Goodness! 3 2 We All Have a Story— Here’s a New One for You 11 3 Time- Driven Sucks Impact- Driven Matters 27 4 How Aretha Got It Right 41 5 This Could Be the Most Important Business Question Ever 47 6 Thank Goodness— A New Definition for ESG That Really Does Make a Difference 79 7 The Ongoing Upward Spiral—Perhaps a Different Kind of Legacy 87 II the Workshop 97 8 A Renaissance: The Subscription Economy 99 9 The Direct Primary Care Disrupters 107 10 Business Model Evolution 119 11 Purpose, Strategy, and Positioning 137 12 Marketing, Innovation, and Risk 151 13 Customer Transformations 167 14 Two Timeless Truths and Two Theories 179 15 Pricing the Relationship 189 16 Customer Segmentation and Pricing Tiers 205 17 Pricing the Portfolio 217 18 Measurements and Moral Hazards 239 19 Subscription Business Income Statement and KPIs 257 20 Knowledge Worker KPIs and the After- Action Review (AAR) 279 21 From Zero Defects to Zero Defections 297 22 Adoption Models 311 23 What’s Next? 327 References 335 Index 349