What's Missing from the People, Process, and Technology Playbook?
- Sep 2
- 2 min read
Updated: Nov 7
HINT: It's the one thing your customers care about most.
For years, “People, Process, and Technology” (PPT) has been the go-to framework for operational excellence. It’s helped organizations streamline execution, scale efficiently, and build internal rigor. But here’s the problem:
You can optimize every internal metric and still fail your customers.
If your onboarding process is fast, but customers still feel lost…
If your support tickets are resolved, but customers aren't satisfied…
If your dashboards are green, but churn keeps creeping up…
Then your operations might be missing the most important focus of all: the Customer.
From PPT ➝ PPTC: The Evolution Your Ops Team Needs
At TRIVERA Consulting, we help SaaS and professional services firms scale without losing sight of what really matters: delivering outcomes to customers, not just outputs.
We’ve seen firsthand that the traditional PPT model is no longer enough. What today’s high-growth companies need is PPTC:
People, Process, Technology, and the Customer Ecosystem.
It’s not about slogans. It’s about designing every part of your operations, your teams, your systems, and your KPIs around the value your customers receive.
Real Talk: PPT Alone Leaves Value on the Table
Here’s what happens when companies focus on PPT without the C:
✅ Internal workflows improve
🚫 Customers still struggle to adopt
✅ Tickets are closed on time
🚫 Issues repeat because the root cause is misunderstood
✅ Product is shipped
🚫 Outcomes don’t match customer expectations
That’s a recipe for flat NPS, slow onboarding, and rising churn even when everything looks great inside your org.
What PPTC Looks Like in Action
HubSpot is a company that’s made customer outcomes a core part of how it operates. They:
Train teams on customer goals, not just tools
Build systems around the customer journey
Use NPS, CSAT, and CES as planning inputs, not just survey scores
The results?
High retention. Strong expansion. Loyal customers who refer without being asked.
✅ Want to Learn More?
If you'd like to learn more, check out the article at triveraconsulting.com
Final Thought:
Your customers don’t care how hard you work; they care how easy you make it to succeed. So, if your operations aren’t built around your customer, they’re not built to scale and grow in the long run.
About TRIVERA
Built to Scale. Powered to Grow.
TRIVERA helps SaaS and services leaders evolve their operations with frameworks like PPTC, TRIVERA CORE™, and the TRIVERA Maturity Model™.
📩 info@triveraconsulting.com or visit triveraconsulting.com
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