Over a decade ago, an article in the International Journal of Management, Business, and Administration defined a change agent in the following way:

“A change agent is anyone who has the skill and power to stimulate, facilitate, and coordinate the change effort. Change agents may be either external or internal. The success of any change effort depends heavily on the quality and workability of the relationship between the change agent and the key decision makers within the organization.”

And in the time since, this definition has remained relevant while the use of the term “change agent” has become more widespread.

However, this term has not always been looked upon favorably. Back in 2016 Forbes published an article declaring change agents “a hoax” and setting the internet ablaze with well-articulated counter perspectives arguing the importance of change agents. In the years since, the business world has come to embrace the idea of change agents and understand the value that they can bring to organizations undergoing significant changes.

In more than 20 years as a Chief Revenue Officer (CRO) I have seen the difference between effective and ineffective leadership first-hand. And while the names and organizations may vary, the professional attributes and character traits largely do not. There is a core set of characteristics that makes the top CROs the best at what they do.

Anyone who has ever been responsible for revenue generation at a professional services firm understands that their revenue model is fundamentally different than a product-based company because they are selling an intangible. And while it is a common misconception that their sales cycles are longer, services companies do face many distinct revenue hurdles that often lead to broken revenue strategies.

What kind of unique revenue challenges do professional service firms have?

How do their revenue strategies differ from other industries?

Can a Chief Revenue Officer (CRO) add value to service firms?

Back in 2012 Forbes dubbed the Chief Revenue Officer (CRO) “the CEO’s new secret weapon,” highlighting the importance of this role in C-suite leadership. Over the last decade the way we view revenue has evolved, paving the way for the CRO role to expand and flourish. In fact, Stephen Hurrell has forecasted that, “By 2023, almost one-quarter of organizations will establish a Chief Revenue Officer leadership role, focusing on all channels of revenue, not just direct sales.”

Anita Little explains the business rationale behind the rise in CRO roles when she says, “Businesses are realizing that to stay agile, strategic, and most importantly, sustainable, they need a CRO who can fold marketing, sales, and customer success into one seamless revenue machine.”

However, whether a company employs a CRO or not, it is still crucial to understand how revenue has evolved. Staying ahead of your competition requires a firm understanding of how to evaluate revenue, where digitalization has changed revenue generation, who should be included in revenue conversations, and what strategic revenue planning looks like in a post-pandemic world.

“The ability to withstand unpredictable threat or change and then to emerge stronger.”

This is how the team at McKinsey & Company defines resilience in their recently published an article on what they call The Resilience Imperative. They elaborate further that resilience is going to be more important in the coming decade than ever before when they explain, “Catastrophic events will grow more frequent but less predictable. They will unfold faster but in more varied ways. Disruption is becoming more frequent and more severe.”

Resilience can be financial, operational, technological, organizational, or reputational in nature but the greatest resiliency comes when an organization can anticipate and respond to threats across all categories to dynamically adapt as needed. Obviously, this kind of resiliency does not just fall into place – it is the result of careful planning to develop a revenue resiliency toolkit.

The term “Revenue Operations” is soaring in popularity these days. In fact, Chief Revenue Officer, VP of Revenue Operations, and Director of Revenue Operations are among the fastest growing job titles right now on LinkedIn.

But what is Revenue Operations?

Does your business need it?

And, if you do, how do you establish a Revenue Operations framework?

Revenue Operations (or RevOps for short) is an approach that aims to align sales, marketing, and customer service teams to give them the tools and resources needed to drive predictable revenue. As Bhaskar Roy explains in an article on the rise of Revenue Operations, “RevOps treats revenue not as a fortunate outcome of a quality product, but like a mirror of the supply chain — a pipeline that needs to be powered by optimized business processes.”

In 2020, B2B sales abruptly transitioned from a face-to-face game of relationship-building to a digital game that aimed to do the same. Sales representatives traded long drives and flights for their home offices as companies nationwide closed themselves off to non-essential personnel. Video conferencing and email became the new standard as processes and systems shifted. However, the need to develop and build relationships never faltered.

Now, as companies look toward the future, they need to make difficult decisions about when to move employees back into the office, while considering the needs of both their employees and their clients. The other big issue facing employers is the variety of protocols that will need to continue and be enhanced to bring people back in safely while accounting for the fact that not everyone is planning on getting the vaccine. Ultimately, control of COVID-19 and the rate of vaccination is going to affect the speed with which we return to the workplace.

The timeframe on this decision will be heavily influenced by industry segment. Companies that have an internal focus and can work in a bubble likely have not stopped going into the office, at least to some degree. For example, manufacturers never stopped going into the plant, instead they implemented strict protocols to keep their workforce safe and on the job. However, externally focused companies, like professional services firms, started going back into the office since the first of the year, but are not interacting with clients yet. Meeting with clients and partners is still being done virtually in these settings. Most other companies will likely be back by this fall, all things equal, but not in the same way as before.

The role of the Chief Revenue Officer (CRO) is experiencing unprecedented demand right now. Resources on why a CRO is important are gaining traction, and CRO job postings are increasing. So, why are so many companies looking to hire a CRO for the first time?

Over the past last year, the B2B space has likely made about ten years' worth of digital adoption progress. CEOs are still trying to do it all themselves, but with advancement happening faster than ever before, they can no longer keep up, making CROs critical in a post-pandemic world.

No industry has been spared by the disruptive effect of this global pandemic. Some B2B organizations have been negatively affected by supply chain disruptions, stifled sales models, and shifting buying patterns. Others have seen exponential growth due to the emergence of new markets, shifted buying patterns, and grappled with scale-up operations. But businesses experiencing a boom are not in much better shape right now because they are also managing unprecedented revenue challenges.

The pandemic has not created a need for a CRO; it has accelerated the need.