This episode of "The Consultant's Way Podcast" features Bill Henry, a seasoned executive who shares insights from his journey from consulting to running global product and software companies. Henry discusses the fundamental differences between pure professional services and product-attached services, particularly in the SaaS world, where too much services revenue can actually decrease company valuation.

The conversation explores the challenges of software implementation in the SaaS era, with Henry noting that many customers only realize a fraction of their software's value due to inadequate implementation processes. He emphasizes that while customer success teams are important, they don't fully address the need for tailored solutions that professional services provide.

A significant portion of the discussion focuses on Henry's international business experience, particularly in Europe. He highlights the misconception of treating Europe as a single market, explaining how different countries have distinct business cultures, decision-making processes, and market dynamics. For instance, he shares how SAP's dominance in Europe created unique challenges compared to the U.S. market.

Henry provides valuable insights into cross-cultural communication, describing how phrases like "quite okay" in Belgium versus "great" in America carry very different meanings. He also contrasts American and European approaches to problem-solving, noting that Europeans tend to take a more holistic, process-focused approach compared to the American tendency to attribute problems to individuals.

The discussion concludes with Henry sharing experiences about international contract negotiations, particularly in Asian markets, where signing a contract might be viewed as just an early milestone rather than the end of negotiations. He emphasizes the importance of understanding cultural nuances in communication, such as how "yes" might mean "I heard you, but I still disagree" in some Asian cultures, and how asking the right questions becomes crucial in cross-cultural business interactions.