Philips Leverages RTMC’s Consultative Skills Development Training to Transform Subject Matter Experts into Consultants

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Client Situation

Philips is a leading health technology company focused on leveraging advanced technology and deep clinical and consumer insights to deliver integrated solutions that improve people’s health and enable better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. With a Professional Services organization staffed with subject-matter experts who possess deep clinical and technical expertise, Philips recognized the need to develop the team’s consultative skills in order to more effectively fulfill customer expectations.

The Solution

Philips partnered with RTM Consulting to develop the Expert2Consultant skills development program, leveraging training from RTMC’s Professional Services University. The Expert2Consultant program was comprised of Professional Services-specific on-demand learning modules, an instructor-led workshop featuring interactive case studies that allowed participants to practice the skills learned during the training, and a series of continuous learning sessions to reinforce lessons learned and further drive adoption. The curriculum was designed to help Philips:

  • Transform their “product expert” delivery workforce into a PS workforce
  • Accelerate the development and effectiveness of PS delivery practitioners
  • Complement the product, business and technical knowledge of their workforce
  • Improve communications both internally and externally leading to improved client satisfaction
  • Gain insight and learnings into how to handle scope and change management challenges, risks and issues, and upsell company solutions

The Result

Following the completion of the Expert2Consultant skills development program, participants reported being more confident in their ability to:

  • Build effective relationships with clients and colleagues
  • Be an active listener in conversations both internally and with clients
  • Tailor a message to various levels and stakeholders
  • Communicate and manage issues that arise during engagements
  • Navigate situations where a client asks for additional work not in scope
  • Communicate the value they create for clients through their work
  • Identify opportunities to upsell company products and services

RTM Consulting has over 100 years combined strategy and operational experience. We serve over 100 clients world wide, providing consulting, training, mentoring, and staffing services as well. Our focus is to launch, design, implement, and support transformative outcomes by providing guidance, leadership, and innovative frameworks to deliver proven and timely results.