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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.
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.
'I can't imagine anyone starting a professional services organization without first referencing this work.'
President, NezTech Corporation
'This book is a significant contribution and a practical guide to a fast-evolving frontier. With clearly expressed views and recommendations, it will stimulate both thought and action.'
—David H. Maister, co-author of First Among Equals
'Extraordinary insight into the issues faced when building a professional services business unit at a product company.'
—Kenneth Coleman, Sr.
Vice President of Silicon Graphics and retired CEO of K&S Solutions
Harris Kern's Enterprise Computing Institute SeriesSolutions for IT Professionals.
|Introduction: Why Product Companies Jump In||1|
|Ch. 1||Mapping the Voyage||13|
|Ch. 2||Setting the Parameters||21|
|Ch. 3||Levers for Profitability||39|
|Ch. 4||Organizational Overview||51|
|Ch. 9||Operational Infrastructure||167|
|Ch. 10||Putting It All Together||193|
|Ch. 11||Customer Engagement Workflow||215|
|Ch. 12||Four Phases of Building PS||231|
|Ch. 13||Unique Issues||267|
|Ch. 14||Summary of Key Concepts||287|
|App. A||Evaluating Your Service Vendors||301|
|App. B||Key Financial Models||307|
|App. C||PS Business Review||311|
|App. D||Sample Project Review||321|
|App. E||Solution Portfolio Management||331|
|App. F||Customer Request and Qualification Form||339|
|Glossary of Terms||343|
Posted July 2, 2002
Outstanding book that is right on the mark with the many challenges facing companies who are moving from a product focus into a professional services focus. I'm responsible for a sales force of 50 direct reps challenged with a professional services quota for the first time,the book couldn't have come at a better time.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.
Posted June 6, 2002
Although the act of growing a professional services organization has seemed to be a straightforward task, abundant evidence suggests that the failure rate is surprisingly high. For the first time, here is a book that challenges the reader to recognize the potential hazards in professional services and then lays out clear routes to overcome them. The insights provided by Thomas Lah make this a must read for anyone who has ever contemplated moving into this space.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.
Posted June 4, 2002
This is a well written book aimed directly at anyone who is currently in a professional services organization or in a company which is contemplating a PS offering. The book is a step by step guide outlining the do's and don'ts associated with life in the mis-understood PS environment. Not only is the overall PS landscape discussed in detail but specific business models and formulas for success are provided. These are valuable tools which can be used time and time again. While filled with what can be complex and weighty material, the organization of the information as well as the writing style makes Building Professional Services interesting reading. Avoid the song of the Siren, read this book.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.
Posted June 4, 2002
If you run a consulting company, this is the book for you. Concise, well-written with great insight into sales, marketing, personnel, etc. Dozens of frameworks applicable to the real world.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.
Posted February 5, 2009
No text was provided for this review.