Business Quote by Lilia Shirman
““In response, BEA launched an innovative program to put the company’s experts at the heart of its best customers’ IT organizations. BEA created Global Service Executives (GSEs) who were responsible for all services across education, consulting, and support. A portion of their compensation was based on customers’ ongoing success and full utilization of all purchased products. In addition, a client architect was placed on-site at strategic accounts, reporting to the customer’s CIO. These roles were in position to see customers’ needs from the inside and to help customers create strategy and road maps. Use proactive services to extend””
About This Quote
Source Corporate Press Release: BEA Systems, 2005
The passage describes a customer‑centric service model where experts embed with clients, aligning incentives to client success and product utilization.
In simple terms: BEA put experts inside client IT groups, tying pay to client outcomes.
Key Takeaway
Align service teams with client goals and incentivize success.
Themes
customer focus
service design
incentives
collaboration
strategy
Mood
optimistic
strategic
pragmatic
Type
business
marketing
operational
When to use this quote
- enterprise IT consulting
- software sales
- client onboarding
- strategic partnership
Key Concepts
customer success
account management
service delivery
business model
Questions to Reflect On
- How can you measure true client success?
- What incentives best align provider and client goals?
A Different Perspective
Success depends on clear metrics and genuine client collaboration.
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