Professional Services & Training|
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Professional Services & Training
Setting Limits on Unlimited
A provocative ASP report explores the question whether the
best way to deliver high-quality support is to answer every
question that customers ask.
Maintenance & Services Ratios
Revenue and cost benchmarks based on 100 individual public
companies, updated annually, plus expert advice on revenue
recognition, services accounting, and other financial issues.
Trends in Fee-Based Support
Business models that technology companies have adopted to deliver
support and premium services.
A Guide to Packaged Services
Critical success factors for fixed scope, fixed price services
How to Grow Professional Services
Innovative ideas for building a larger, more lucrative
business from support-related professional services.
Tech Support Reporting Channels
Prevailing org chart models for support organizations.
Training Salary Survey
Compensation benchmarks for instructor/trainers and content
Technical Support Training Metrics
Benchmarks for in-house training hours, subject matter, and
Trends in Fee-Based Support
Data on pricing and features for maintenance, premium support,
training, consulting, and other paid support services.
complimentary Open House hours
president, Hahn Consulting
Saleh, Center for Services Marketing
Urich, management consultant, Jurich.biz
KPIs for Professional Services
The numbers you should track to sell professional services
How to Invent a Service
A methodology for identifying opportunities for new,
high-margin support services.
Profit Metrics for
Fee-based services can be a gold mine for support
organizations, but six key indicators are important to track
on a regular basis.
How to Capture More Training
Useful advice on how to make training programs more profitable.
Should we give competency tests when
we train new users?
"When we train new users on our software, some of our clients
want us to administer a final competency exam and even report
the scores of their attendees. Is this a good practice?"
Using channel partners for selling
"I am trying to set up an indirect model for training
offerings through our channel network. We intend to identify
premier training partners in various geographies... We have
audited possible partners and come up with a checklist of
requirements... I am looking for fresh ideas on how to
appropriately structure the financial terms with such
St. James City, FL 33956; 239/283-7400.
Consulting firm specializing in professional services strategy
Alpharetta, GA 30004; 678/566-3675.
Services design workshops and consulting.
Chicago, IL; 847/572-0300.
Automated proposal generator.
Burlington, MA 01803; 781/272-5903.
Workforce management for field service agents.
Community site for IT professional services consultants.
Cincinnati, OH; 513/631-1155.
Software for creating proposals, RFP responses, etc.
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James A. Alexander and Mark W. Hordes
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