Time's Up!

Time's Up!

by Paul Dunn, Ronald J. Baker
Released November 2022
Publisher(s): Wiley
ISBN: 9781119893523

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Book description

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.

Table of contents

  1. Cover
  2. Title Page
  3. Copyright
  4. Foreword
  5. Preface
  6. Acknowledgments
  7. About the Authors
  8. The Keynote and the Workshop: How to Read This Book
  9. I: The Keynote
    1. 1 What Got You Here Won't Get You There … Thank Goodness!
    2. 2 We All Have a Story—Here's a New One for You
      1. FROM ME TO WE AND FROM SELF TO BIGGER THAN SELF
      2. FROM INPUTS TO OUTCOMES (IN OUR CASE, TRANSFORMATIONS)
      3. FROM VALUE TO VALUES
      4. FROM PUSHING TO ATTRACTING
      5. FROM TRANSACTIONS AND TRANSACTING TO BELONGING
      6. FROM PROFIT‐LED TO PURPOSE‐LED
    3. 3 Time‐Driven Sucks … Impact‐Driven Matters
      1. IMPACT‐DRIVEN PURPOSE
      2. FROM STANDARD TO STANDOUT
    4. 4 How Aretha Got It Right
    5. 5 This Could Be the Most Important Business Question Ever
      1. IS YOUR BUSINESS BETTER OFF BECAUSE YOU'RE IN IT?
      2. IS YOUR TEAM BETTER OFF BECAUSE THEY'RE IN YOUR BUSINESS?
      3. ARE YOUR CUSTOMERS BETTER OFF AS SUBSCRIBERS TO YOUR BUSINESS?
      4. IS YOUR COMMUNITY BETTER OFF BECAUSE YOUR BUSINESS IS IN IT?
      5. TOP RUNG: IS THE WORLD BETTER OFF BECAUSE YOUR BUSINESS IS IN IT?
    6. 6 Thank Goodness—A New Definition for ESG That Really Does Make a Difference
    7. 7 The Ongoing Upward Spiral—Perhaps a Different Kind of Legacy
      1. NINE STEPS TO TRANSFORMATION
  10. II: The Workshop
    1. 8 A Renaissance: The Subscription Economy
      1. WHY NOW?
      2. HISTORY OF THE PROFESSIONAL FIRM BUSINESS MODEL
      3. WHAT SHOULD PROFESSIONALS BE PAID FOR?
    2. 9 The Direct Primary Care Disrupters
      1. THE DISRUPTERS
      2. WHAT ABOUT PATIENT OUTCOMES?
      3. THE DOCTOR OF THE FUTURE IS THE PATIENT
    3. 10 Business Model Evolution
      1. THREE WAYS OF UNDERSTANDING THE WORLD
      2. THE NINE SUBSCRIPTION BUSINESS MODELS
      3. THE FIRM OF THE FUTURE 2.0
      4. NEGATIVE INTELLECTUAL CAPITAL
      5. NOT FINAL THOUGHTS
    4. 11 Purpose, Strategy, and Positioning
      1. PURPOSE
      2. STRATEGY: YOUR FIRM IS DEFINED BY WHAT YOU DON'T DO
      3. POSITIONING
      4. SUMMARY AND CONCLUSIONS
    5. 12 Marketing, Innovation, and Risk
      1. PLUSSING AND REFRAMING YOUR VALUE
      2. THERE IS NO SUCH THING AS A COMMODITY
      3. THE PERILS OF BENCHMARKING
      4. WHERE DO PROFITS COME FROM?
      5. INNOVATING THE LANGUAGE
    6. 13 Customer Transformations
      1. THE HIGHEST LEVEL OF VALUE
      2. THE ATTENTION ECONOMY
      3. TRUSTED ADVISOR IS A TABLE STAKE
      4. THE PERCEIVED VALUE CURVE
      5. SUMMARY AND CONCLUSIONS
    7. 14 Two Timeless Truths and Two Theories
      1. FIRST, ALL VALUE IS SUBJECTIVE. SECOND, ALL PRICES ARE CONTEXTUAL.
      2. THE TALE OF TWO THEORIES
      3. SUMMARY AND CONCLUSIONS
    8. 15 Pricing the Relationship
      1. SEARCH, EXPERIENCE, AND CREDENCE ATTRIBUTES
      2. UNDERSTANDING CUSTOMER RISK
      3. MACRO PRICING STRATEGIES
      4. SKIM PRICING
      5. PENETRATION PRICING
      6. NEUTRAL PRICING
      7. ONLY UNCOMMON OFFERINGS COMMAND UNCOMMON PRICING: YOU ARE WHAT YOU CHARGE FOR
      8. SUMMARY AND CONCLUSIONS
    9. 16 Customer Segmentation and Pricing Tiers
      1. SEVEN GENERIC CUSTOMER SEGMENTATION STRATEGIES
      2. THE SMILE CURVE
      3. THE ADAPTIVE CAPACITY MODEL
      4. SUMMARY AND CONCLUSIONS
    10. 17 Pricing the Portfolio
      1. PRICING COMPLEX, ONE‐OFF ENGAGEMENTS
      2. THE MILLION‐DOLLAR TIP
      3. RAISING YOUR PRICES
      4. BRANDING YOUR PRICING
      5. SERVICE GUARANTEE
      6. SUMMARY AND CONCLUSIONS
    11. 18 Measurements and Moral Hazards
      1. THE MCKINSEY MAXIM
      2. MEASURES VS. METRICS
      3. THE SEVEN MORAL HAZARDS OF MEASUREMENTS
      4. SUMMARY AND CONCLUSIONS
    12. 19 Subscription Business Income Statement and KPIs
      1. THE SUBSCRIPTION MODEL INCOME STATEMENT
      2. THE SUBSCRIPTION MODEL DASHBOARD: KPIS AND METRICS
      3. KEY PREDICTIVE INDICATORS
      4. KPIS = ACCOUNTABILITY
    13. 20 Knowledge Worker KPIs and the After‐Action Review (AAR)
      1. A MODEL FOR KNOWLEDGE WORKER EFFECTIVENESS
      2. KEY PREDICTIVE INDICATORS FOR KNOWLEDGE WORKERS
      3. HIGH SATISFACTION DAY™
      4. THE BEST LEARNING TOOL EVER INVENTED—AFTER‐ACTION REVIEWS
      5. KNOWLEDGE LESSONS FROM THE US ARMY
      6. SUMMARY AND CONCLUSIONS
      7. ADDITIONAL RESOURCES
    14. 21 From Zero Defects to Zero Defections
      1. FIRM LIFETIME VALUE TO THE CUSTOMER
      2. MOMENTS OF TRUTH
      3. CUSTOMER COMPLAINTS
      4. A PUNCH IN THE GUT
    15. 22 Adoption Models
      1. THREE ADOPTION MODELS TO PIVOT TO SUBSCRIPTION
      2. SIX QUESTIONS THAT KILL INNOVATION
    16. 23 What's Next?
      1. BUILT TO LAST VERSUS DYNAMISM
      2. GLIMPSING AHEAD
      3. TRANSFORMATIONS REQUIRE LIMINAL THINKING
  11. References
  12. Index
  13. End User License Agreement

Product information

  • Title: Time's Up!
  • Author(s): Paul Dunn, Ronald J. Baker
  • Release date: November 2022
  • Publisher(s): Wiley
  • ISBN: 9781119893523