enterprise-class journey
TRANSCRIPT
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THE JOURNEY TOENTERPRISE-CLASS PROFESSIONAL SERVICESMore Profitable and Exceptional Customer Experiences
Mark Kaple, MBA, PMP
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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.
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74%
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90%
92%
0%
10%
20%
30%
40%
50%
60%
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80%
90%
Minding the gap... 80% of service providers believe they
deliver above-average service, while only 11% of clients believe they receive above-
average service. i
Service Providers Customers
96% of unhappy customers don't complain; however, 91% of those will simply leave and
never come back. ii
80%
11%
96%
91%
Don’t Complain
Never Come BackSERVICE GAP
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How do those numbers impact your bottom line?
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That’s where “enterprise-class” fits in.
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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.
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ECPS provides a scalable and flexible framework to support projects of all sizes and complexity.
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In comparison to less mature practices, enterprise-class practices have greater requirements for:• Scalability• Flexibility• Consistency• Reliability• Predictability• Financial performance• Customer loyalty
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developing enterprise-class capability
THE PROFESSIONAL SERVICES JOURNEYECPS is a journey of practice maturity, from ad-hoc processes to
optimized best practices.
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7STRATEGIC IMPERATIVES
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Promote ECPS as an organizational value and inspire employees to make and sustain the transition
EMPLOYEE ENGAGEMENT1
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SALES & SERVICES ALIGNMENT
2Align customer expectations with service
delivery capabilities and expectations
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CONSULTING PRACTICE FRAMEWORK
3Enable a vibrant community of consulting
professionals
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PROJECT MANAGEMENT CONTROLS
4Elevate project management to a core competency
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PROJECT PERFORMANCE5
Activate best practice project management tools,
methods and techniques
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VALUE PROPOSITION6
Leverage consulting expertise and intellectual capital as a source of client value
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SYSTEMS INTEGRATION7
Establish a 360 degree view of the quote to cash life cycle