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THE JOURNEY TOENTERPRISE-CLASS PROFESSIONAL SERVICESMore Profitable and Exceptional Customer ExperiencesMark Kaple, MBA, PMP
First, A little About Me...Mark Kaple, MBA, PMP20+ years in IT with more than 13 years in professional services
I enable software consulting organizations to achieve more profitable and exceptional customer experiences by sculpting best practices that reduce risk and produce a higher degree of certainty.
Minding the gap... 80% of service providers believe they deliver above-average service, while only 11% of clients believe they receive above-average service. iService ProvidersCustomers96% of unhappy customers don't complain; however, 91% of those will simply leave and never come back. ii
91%Dont ComplainNever Come Back
How do those numbers impact your bottom line?
Thats where enterprise-class fits in.
Enterprise-class Professional Services (ECPS) is a growth engine designed to meet the demands of a growing professional services practice through the proliferation of best-practices.
ECPS provides a scalable and flexible framework to support projects of all sizes and complexity.
In comparison to less mature practices, enterprise-class practices have greater requirements for:ScalabilityFlexibilityConsistencyReliabilityPredictabilityFinancial performanceCustomer loyalty
developing enterprise-class capabilityThe Professional Services JOURNEYECPS is a journey of practice maturity, from ad-hoc processes to optimized best practices.
Promote ECPS as an organizational value and inspire employees to make and sustain the transitionEmployee Engagement1
Sales & Services Alignment2
Align customer expectations with service delivery capabilities and expectations
Consulting Practice Framework3
Enable a vibrant community of consulting professionals
Project Management Controls4Elevate project management to a core competency
Project Performance5Activate best practice project management tools, methods and techniques
Value Proposition6Leverage consulting expertise and intellectual capital as a source of client value
Systems Integration7Establish a 360 degree view of the quote to cash life cycle