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The Path to Realization: Predictive Service Execution for Professional Firms
The lifeblood by which executives in professional services organizations (PSO) manage their businesses has traditionally centered on the concept of realization,

service firms  measured through metrics. Predictive Service Execution enables firms to deliver consistent and timely services while maximizing cash flow, engagement profitability, and customer satisfaction. Read More...
Field Service Management (FSM)
Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter r...
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Documents related to » service firms


Service Productization
Productization of services is accomplished by associating tangible features with intangible service offerings. Tangible features may take the form of personnel,

service firms  management | leading professional service firms | leading professional services | legal professional services | management professional services | management services | marketing professional services | new product development | office of professional services | outsource it | intangibility service analysis | intangibility service approach | intangibility service architecture | intangibility service best practices | intangibility service business | intangibility service business process | intangibility Read More...
Converting Service Calls into Sales with Real-time Offer Management
To achieve sustainable success in selling a product or service, you only need to present the right offer to the right customer via the right channel@at the

service firms  initiated by customers. Inbound service contacts are now viewed by these firms as substantial opportunities to increase their offer success rates – because they are in a strong position to satisfy the conditions of right offer, right channel, and right time. In this case, as opposed to outbound marketing approaches, the customer has taken the initiative and contacted the firm, using a channel that the customer regards as appropriate. The acquisition costs are zero. Moreover, the customer is likely to Read More...
Delivering Superior Customer Value in Communications Firms Enabling Optimal Offer Creation for Service Providers
In response to the harsh economic climate, communications service providers (CSPs) are concentrating on improving offers of voice, content, and data services

service firms  Optimal Offer Creation for Service Providers In response to the harsh economic climate, communications service providers (CSPs) are concentrating on improving offers of voice, content, and data services. But these offers work best when they are attractive to the customer, and made in real time and through the right channel. Discover solutions that enable functionality for real-time offer management optimized within the context of enterprise processes. Read More...
Differentiation through Service Excellence
With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer

service firms  journey to improve their service operations, though the focus has been primarily on cost reduction. For example, firms have started to lower call center costs through outsourcing, enhanced automation, and self-service. Since the focus has been largely on cost, the benefits to customers ' and thus opportunities for top-line revenue growth ' have been minimal. Also, customer segmentation and other information used in these initial implementations have been relatively static, so rapidly evolving customer Read More...
A Guide to ERP for Service Organizations
Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In

service firms  Guide to ERP for Service Organizations Enterprise resource planning (ERP) is enabling service organizations to streamline service delivery, optimize operations, and improve customer satisfaction. In this podcast, TEC analyst Neil Stolovitsky sits down with Oracle’s Ted Kempf for his take on the unique implementation requirements of ERP systems for professional service organizations, as well as the role technology plays in running a successful service business. Read More...
Understanding Reverse Logistics in Field Service Management
This white paper defines reverse logistics as it relates to aftermarket service, describes how it differs from forward logistics, and then discusses the

service firms  Reverse Logistics in Field Service Management This white paper defines reverse logistics as it relates to aftermarket service, describes how it differs from forward logistics, and then discusses the difficulties inherent in selecting and using enterprise software to facilitate reverse logistics and repair processes including warranty repair, original equipment manufacturer (OEM) repair and handling return material authorizations (RMAs) from distributors. Download the paper. Read More...
6 Secrets to Simplify Field Service
Field service can be complex: scheduling technicians, inventory and repair, service contracts, work order management, and more. There are a lot of moving parts

service firms  Secrets to Simplify Field Service Field service can be complex: scheduling technicians, inventory and repair, service contracts, work order management, and more. There are a lot of moving parts—literally! It’s time to simplify. This white paper outlines six secrets that will help streamline your field service organization, delight your customers, and increase your profit margin. Download the white paper and see how ServiceMax can help you get these benefits. Read More...
Service Performance Insight
Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs).

service firms  Performance Insight Service Performance Insight (SPI Research) provides research, consulting, training, and business planning to professional service organizations (PSOs). Read More...
7 Steps to Service-oriented Architecture
Before an organization can truly realize the cost and agility benefits of enterprise service-oriented architecture (SOA), there are a few concepts it should

service firms  Steps to Service-oriented Architecture Before an organization can truly realize the cost and agility benefits of enterprise service-oriented architecture (SOA), there are a few concepts it should know about. By understanding the various stages of SOA adoption and by knowing what technologies are available, an organization will stand a better chance of succeeding in its SOA initiatives. With these seven steps, effective SOA can be realized. Read More...
Enterprise Resource Planning for Services: Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses?
In the past, enterprise resource planning (ERP) initiatives were far too costly for smaller organizations to consider. However, a trend has recently emerged

service firms  Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses? Originally published - February 14, 2007 In a market where labels define software vendors, the power of the enterprise resource planning (ERP) acronym has permeated the small to medium business (SMB) market. Tier one and best-of-breed vendors are embracing the ERP label as the message of choice to its clients, especially in the services sector where ERP is less mature. As organizations seek enterprise solutions Read More...
The Delivery of Enabling Software as a Service
In the context of delivering applications as a service, the enabling software layer also needs to be delivered as a service. While there are a number of

service firms  Enabling Software as a Service In the context of delivering applications as a service, the enabling software layer also needs to be delivered as a service. While there are a number of benefits to this model, there are also concerns preventing organizations from adopting it. All things considered, however, there is evidence that delivery of software as a service is a positive step to take. Read More...
ITIL Service Support Processes in Record Time
To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL

service firms  Service Support Processes in Record Time To establish optimal service and support conditions, the case company, Naviair, chose to adapt and implement information technology infrastructure library (ITIL) service support processes. During the process, Implement Consulting Group assisted with facilitation, ITIL input, and lean competences and tools. The existing procedures and instructions were combined with ITIL’s different service support areas. Read More...
Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

service firms  the Call Center with Service Resolution Management Processes Originally Posted - December 14, 2007 To accommodate increasing customer demand for company and product information and for quick issue resolution, companies are now considering the benefits of online self-service systems. Knowledge management (KM) software is the key to such systems, as well as to integrating customer relationship management (CRM) and service resolution management (SRM). For more background, please see Integrating Customer Read More...

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