enterprise-class journey

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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

80%11%

96%

91%Dont ComplainNever Come Back

SERVICE GAP

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.

7STRATEGIC IMPERATIVES

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