Building Professional Services

The Siren's song

Thomas E. Lah, Mitchell Peterson, Steve O'Connor

360 pages, parution le 02/07/2002

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Résumé

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.

Contents

1. Mapping the Voyage.
2. Setting the Parameters.
3. Levers for Profitability.
3. Levers for Profitability.
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.

Caractéristiques techniques

	PAPIER
Éditeur(s)	Prentice Hall
Auteur(s)	Thomas E. Lah, Mitchell Peterson, Steve O'Connor
Parution	02/07/2002
Nb. de pages	360
Format	18 x 24,2
Couverture	Relié
Poids	935g
Intérieur	Noir et Blanc
EAN13	9780130353894
ISBN13	978-0-13-035389-4