Building Professional Services: The Sirens' Song
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Building Professional Services is the first comprehensive guide to creating professional services organizations, managing them to maturity, and delivering both quality services and superior margins. It covers strategy, tactics, and operations; identifies key success factors; and offers expert guidance on professional services in "product-centric" companies. Coverage includes planning, metrics, solutions development, organization, project delivery, infrastructure, and more. Booknews Offers advice to companies that sell software products and are considering expanding their business to consulting services. The authors discuss the importance of defining the mission, objectives, guiding principles, and target business model of the professional services units, and identify the roles of the sales, service delivery, product engineering, and marketing departments. Annotation c. Book News, Inc., Portland, OR
Introduction: Why Product Companies Jump In1Ch. 1Mapping the Voyage13Ch. 2Setting the Parameters21Ch. 3Levers for Profitability39Ch. 4Organizational Overview51Ch. 5Selling61Ch. 6Delivering89Ch. 7Productizing113Ch. 8Promoting145Ch. 9Operational Infrastructure167Ch. 10Putting It All Together193Ch. 11Customer Engagement Workflow215Ch. 12Four Phases of Building PS231Ch. 13Unique Issues267Ch. 14Summary of Key Concepts287App. AEvaluating Your Service Vendors301App. BKey Financial Models307App. CPS Business Review311App. DSample Project Review321App. ESolution Portfolio Management331App. FCustomer Request and Qualification Form339Glossary of Terms343Selected Bibliography350Index351
