Order Taking vs. Cycles of Learning

How many guided Walk-thrus would you like today, sir?  Don’t Be an Order Taker...


I got pulled into deal review recently.

New customer to WalkMe™ , first system deployment.

Customer had sent a spreadsheet of SEVENTY-FIVE Walk-Thrus they “knew” they had to have.

Oof.

If you’re quoting professional services by the hour, what do you do?

Quote them like 900 hours of labor?

As my teen would say “Nah, Chief, that 𝘢𝘪𝘯’𝘵 it”.

You can’t KNOW in advance you need that many Walk-thrus if you’ve never done WalkMe.

I wouldn’t take that job even if it were offered.

This is where being a “by the hour order taker” really starts to break down.

Because the organization doesn’t NEED a massive ton of hours.

What they NEED is to go through a couple of cycles of LEARNING.

• Get it technically setup.

• Start using analytics to understand user behavior.

• Gather feedback from the end users.

• From there, identify the top 3 problems and solution through them.

• Get those published to PROD, see how they perform via Insights.
 
• At this point we will be much smarter and can scope the next phase of work.

What do you think?

Do you serve up DAP content like a short order cook?

Or do you focus on learning and taking a phased approach?