Partner Articles and White Papers
Click on the Whitepaper title to download a copy of the full document in .PDF format.
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Project Workforce Management for Service Organizations - Beyond Professional Services Automation (PSA)Tenrox Nowhere in business is the Benjamin Franklin adage, “Well done is better than well said,†more apt than in services organizations. While buyers delighted with products may forgive a company for glitches experienced in obtaining them, customers buying services will not. The experience is the service. Strategic plans, implementation roadmaps and performance objectives are meaningless without the timely and effective delivery of the services promised.
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What Keeps PS Executives Up at Night?
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The Unique Challenges of Professional Services for Small and Medium Sized BusinessesA Joint White Paper from TPSA and QuickArrow As the professional services industry matures, core operational metrics like target utilization and rate realization are suddenly common discussion topiunder more pressure to achieve metrics similar to enterprisecs for board members, investors, and even Wall Street analysts. With this level of transparency, small and medium-size services organizations are operations. However, with few tools to automate key processes, small firms are at a disadvantage: they struggle to accurately calculate key metrics, and without sophisticated reporting they do not always understand what to change to move a metric up or down.
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Economic Stress Test for the Software Industry:
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Value Assessment Methods in SellingBill Hall, President, Pretium Partners The discipline of defining and articulating business value has become mission critical for technology companies of all types and sizes. There is clear pattern recognition between companies that have mastered the required skills of a solution marketplace and those that have not. Companies stuck in the no-man's land between commoditized product offerings and the inability to define business value should be highly motivated to change their current situation. Whether they need to successfully sell a new product offering or they are now selling a complex service portfolio, the ability to define and defend business value has become table stakes in the technology marketplace.
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The Economic Impact of Superior Customer Experiences: Part 2Stephen R. Satterwhite, President and CEO, Entelligence This is the second of two papers presenting an in-depth analysis of the economic impact of creating superior customer experiences, as well as the critical success factors today's IT service providers must master in order to compete in the global IT services market. This paper discusses three powerful economic building blocks necessary to building The Culture of Superior Customer Experiences.
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The Economic Impact of Superior Customer Experiences: Part 1Stephen R. Satterwhite, President and CEO, Entelligence This is the first of two papers presenting an in-depth analysis of the economic impact of creating superior customer experiences, as well as the critical success factors today's IT service providers must master in order to compete in the global IT services market. This paper provides an overview of the services economy, the problems facing the technology services industry, and the opportunities available for companies ready to face the challenge.
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