Knowledgebase

Service and Support Operations
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Knowledge Management
Management
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Templates and Checklists
Training/Onboarding
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Services Marketing
Reports
Experts
Library
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Services Sales Marketing



Reports
The Great Customer Experience (2008)
How to deliver a Wow! experience.

Experts
Indicates complimentary Open House Hours

Paul M. Dooley
President & General Manager
Optimal Connections, LLC
949/305-3544
Email
Website
Al Hahn
President
Hahn Consulting
Website
Sid Salah
ServicesRevenue
Website
Tom Sweeney
Principal
ServiceXRG
Website
Françoise  Tourniaire
Principal
FT Works
Email
Website
Jeanne Urich
Management Consultant
SPI Research
Email
Website

Library
Maintenance Renewal Rates
Benchmarks for maintenance renewal rates and data on the impact of key variables like product price and sales channels.
Understanding Customer Retention  (Joe Cardosi)
How to translate customer satisfaction into dollars and cents metrics.
Why We Must Deliver What We Promise (Al Hahn)
Service marketing, selling and delivery must all be aligned in order for customers to perceive the value that has been designed into the service offering. Unfortunately these functions are often misaligned in the real world. The White Paper discusses why and how they are frequently out of alignment and offers some suggestions on improving alignment. Misalignment can cause customers to misunderstand what they should expect and misunderstand the value that they are entitled to receive. Becoming more consistent in delivering what was promised can make higher customer satisfaction easier to achieve and allow more value to be perceived by the customer. These improvement are worth a look by all parties involved in marketing selling and delivery.
The True Strategic Value of Services (Al Hahn)
Traditional Services (Hardware and Software service contracts) and Professional Services are discussed in this White Paper. They are different in nature and also different in the results that they produce for the companies delivering them. Those differences are explained in some detail in this document. Understanding these is essential when making decisions about which services to offer. The differences can also be critically important when making commitments to executives and in establishing the goals associated with those services.
The Services Value Continuum (Al Hahn)
Services should produce value for customers and the service provider, as well. Of course, these values are different. Value, however, is often a difficult item to deal with. It’s perception is key to getting the customer to accept it and that perception can be fragile. To handle it effectively, companies should understand that there is essentially a complete cycle of value creation, delivery, recognition, and regeneration. This White Paper examines that cycle in all of its component parts. Key points for each step to be successful are explained. Everyone involved in service creation and delivery can benefit from this explanation.
A Services Marketing FAQ (Jeffery Tarter)
Common marketing questions that emerged during research for our Services Marketing Workshops.
How to Capture More Training Dollars (Dorene Sykes)
Useful advice from a consultant on how to make training programs more profitable.
How to Invent a Service Product  (David Birnbaum)
A methodology for identifying opportunities for new, high-margin support services.

Useful Links
Alexander Consulting
Consulting firm specializing in professional services strategy and metrics.