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Building Professional Services
How to build a winning professional services organization.
Companies worldwide are discovering outstanding growth opportunities in professional services-but building professional services organizations at "product-centric" firms can be extremely challenging. Now, three leading experts present a comprehensive guide to creating professional
services organizations, managing them to maturity, and delivering both quality services and superior margins. Building Professional Services introduces a complete, practical framework for delivering the full spectrum of professional services - from support and education services to managed, consulting, and productized services.
Managing the professional services business at every stage of its lifecycle
Focusing on the key factors that drive success: revenue, references, and repeatability
Responding to the unique challenges faced by professional services in product-based companies
Aligning services with the rest of the organization
Establishing effective metrics and business review processes
The four phases of building a successful professional services organization
Frameworks for organization, project delivery, solutions development, and operational infrastructure
Customer engagement models and workflows
Drawing on their experience working with leading technology service providers, the authors cover every aspect of professional services: strategy, tactics, and operations. From financial models to customer relationships, Building Professional Services will help you transform the promise of services into a profitable reality.
Table of Contents
Introduction.
Why Product Companies Jump In.
The Sirens' Song of Services.
The Product-Services Wheel.
Good Reasons to Offer New Services.
1. Mapping the Voyage.
2. Setting the Parameters.
3. Levers for Profitability.
4. Organizational Overview.
5. Selling.
6. Delivering.
7. Productizing.
8. Promoting.
9. Operational Infrastructure.
10. Putting It All Together.
11. Customer Engagement Workflow.
12. Four Phases of Building PS.
13. Unique Issues.
14. Summary of Key Concepts.
Appendix A. Evaluating Your Service Vendors.
Appendix B. Key Financial Models.
Appendix C. PS Business Review.
Appendix D. Sample Project Review.
Appendix E. Solution Portfolio Management.
Appendix F. Customer Request and Qualification Form.
Glossary.
Glossary of Terms.
Selected Bibliography.
Index.
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