CL Learning Journey

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CL Learning Journey by Mind Map: CL Learning Journey

1. Metrics

1.1. define deliverables and expecations at each level

1.2. decreased utilization requirements to support more BD (2 mentions)

1.3. AR/AP, revenue and margin goals by level (5 mentions)

1.4. marketing engagment metrics: - cycle time for opps - new opps - new clients (3 mentions) - BD activities - NH campaigns - CCS sales

1.5. goal setting incentives for delivery not aligned

1.6. are CL goals a replacement or addition to Mgr/Pri path?

1.7. cross capability utilization

1.8. FOPs - more diversity and more complex

1.9. project characteristics (size, income, location)

1.10. standardized goals

1.11. SFDC (4 mentions) - funnel activity - meetings and activities - hard/soft backlog

1.12. client growth or decline (2 mentions)

1.13. CL tiers (2 mentions) - project or account size - KPIs (# accts, #pp, complexity of the client)

1.14. employee satisfaction by account (2 mentions)

1.15. relationship metrics vs. billable hours (profit, margin, client sat) (4 mentions)

2. KM

2.1. playbooks for: - diff size and acct tiers (Grow, Maintain etc) - diff stages of CL

2.2. account management toolbox

3. CDM

3.1. develop LCL thru CLs via CDM stages

3.2. more what and how

3.3. so much acct diversity, large vs. small, SLIC relationships, Core vs. Grow vs. Maintain; how to run accounts differently (2 mentions)

3.4. where does CDM fit into the CL journey (2 mentions)

3.5. what's the correct account makeup but account size; delivery vs. mgt consulting

3.6. consistency of info & tools

4. Journey Gaps

4.1. gamify required learning

4.2. client feedback based on NH model (Grow vs. maintain)

4.3. LCL code (like SI) so people can learn their impact to BL&E (?)

4.4. identify tools and proficiency levels

4.5. how to leverage firm resources: - RM - capabilities - all things outside project

4.6. benefits of being a CL

4.7. CL backlog, incremental improvement

5. Career Pathing

5.1. mentors, formal program (with metrics), mentoring tools (3 mentions)

5.2. utilization relief for BD (3 mentions)

5.3. admin skills alignment

5.4. build CL pipeline starting with Academy (what is a CL?)

5.5. Delivery path to CL; there's no path/no succession plan (4 mentions)

5.6. coaching alignment to CL/CE (2 mentions)

5.7. 360 feedback from all supporting the CL, including project reviews (4 mentions)

5.8. one size doesn't fit all e.g. tiered/% customized by market, account size etc (2 mentions)

5.9. what are triggers for promotion

6. Skills

6.1. selling vs. BD

6.1.1. BD: - develop deep relationships - new intros - bringing new solutions to clients

6.1.2. selling: - shaping SOWs - RFPs - closing deals

6.2. client knowledge - their strategy - building NH awareness - develop more junior relationships

6.3. selling skills by level (LCL > CL> CE) - proposals - diff levels of involvement - client exposure - involved in discussions - making new contact - supporting CCS contact - deep relationships