User login

Knowledge & tools for services marketing & sales

Services Marketing

Do You Offer Your Own Or A Vendor’s Brand Of Services? Trevor Estelle's Perspective

Posted by Sid Saleh on March 28th, 2003
This perspective addresses a challenge presented in a ServicesRevenue business case listed under Relevant Links I would brand the “Alexandria” brand as a solution. Roni Martino probably knows from experience that customers want solutions, not the ABX brand. They will crawl through sand to get it. The only concern is the relationship with ABX. If ABX has any sort of vision, they will realize that encouraging integrators to brand their own solutions is a win-win all around. Small and medium-size businesses without an IT department cannot tell a hub from a switch. They just want the solution and an end benefit. They could care less about the manufacturer’s brand. It is the solution provider’s job to research the requirements and recommend a brand.
To continue reading, please subscribe now
 Read more »

Do You Offer Your Own Or A Vendor’s Brand Of Services? Greg Corrigan's Perspective

Posted by Sid Saleh on March 28th, 2003
This perspective addresses a challenge presented in a ServicesRevenue business case listed under Relevant Links That brands matter to service providers is well established. When multiple service providers collaborate to serve the same customer, distinct brands support the combined value proposition. Roni is justified in insisting on building an Alexandria brand and ABX should not view a strong Alexandria brand as a threat. Rather, ABX should encourage it. At PHH Arval, one of the world’s leading fleet management companies, we provide services related to managing vehicle fleets: acquisition and financing, fuel management, maintenance and repairs, accident management, registration renewals and disposal.
To continue reading, please subscribe now
 Read more »

Do You Offer Your Own Or A Vendor’s Brand Of Services?

Posted by Sid Saleh on March 28th, 2003
A ServicesRevenue business case. As he glanced at the ABX proposal he found in his in-box, Roni Martino wondered why he was on the review list. He suspected an oversight by someone and lamented his misfortune that his own organization, Alexandria Systems, missed the opportunity to submit its proposal. Roni proceeds to Kate Wienbacker’s office to explore the issue further. Kate welcomes him and sees the proposal in his hand. “So, what do you think of the proposal draft?” says Kate with a proud and eager tone. “Are you saying we wrote it?” replies Roni with a surprised look. “We sure did. The opportunity is too good to pass up,” asserts Kate who now senses her boss’ confusion. “Then why is ABX’s logo on the cover instead of ours?” asks Roni.
To continue reading, please subscribe now
 Read more »

Choose Your Customers Deliberately or Else...

Posted by Sid Saleh on February 23rd, 2003
A high-speed Internet access service provider is a living demonstration of the positive consequences of choosing the appropriate customer segment(s) to serve. Now, under new management, the re-start Ricochet Networks is trying to inch its way into a tough market dominated by larger and meaner players with deep pockets.
To continue reading, please subscribe now
 Read more »

Growing Client Relationships

Posted by Sid Saleh on January 31st, 2003

Recently, I spoke with David Maister about what it takes to grow professional services. The answer has more to do with trust and growing client relationships.

David Maister advises firms on professional services management. He is the author of several books including “The Trusted Advisor.” His website, www.davidmaister.com, shows how David leads by example in marketing his own services.

The site is an active tutorial for professional service managers: articles, his own presentations in a seven languages, a question and answer section and other useful content.

To continue reading, please subscribe now
 Read more »

Momentum Builds Behind One Healthcare Services Group

Posted by Sid Saleh on January 23rd, 2003
Those who service and support healthcare technologies have struggled to deal with numerous challenges they face on the job. Like their counterparts in other service industries, clinical technology service professionals suffer from a lack of professional recognition, an absence of comprehensive operational standards and cost inefficiencies.
To continue reading, please subscribe now
 Read more »

Can You Grow Business When the Client Expects a Renewal Discount? Walt Gasparovic's Perspective

Posted by Sid Saleh on October 22nd, 2002
This perspective addresses a challenge presented in a ServicesRevenue business case listed under Relevant Links Fran may follow one of two strategies for action. Using both in combination will yield better results. The first is a consultative approach to cost reduction. The second is to become the single source provider of additional products and services for Central. If Fran adopts a consultative approach with Greg, she ought to ask him to collaborate with her on a study of the total cost to the hospital of all the products and services they are currently buying from Service Medical.
To continue reading, please subscribe now
 Read more »

How Do You Protect Value against Price Pressure? Carolyn Faehling's Perspective

Posted by Sid Saleh on September 21st, 2002
This perspective addresses a challenge presented in a ServicesRevenue business case listed under Relevant Links I think Hans is on the right track. There’s some groundwork that must be laid to handle customer objections. A thorough examination of this situation may reveal alternatives and opportunities to turn it around.
To continue reading, please subscribe now
 Read more »

Managing Parts’ Cost into a Powerful Incentive Program

Posted by Sid Saleh on August 21st, 2002
Problems with parts logistics are typically blamed for poor field service, customer dissatisfaction and staggering financial losses. Not at IBM. The Personal and Printing Systems Division has turned the problem of controlling the runaway cost of parts into a clever pay-for-performance program that rewards channel partners.
To continue reading, please subscribe now
 Read more »

How Do You Protect Value against Price Pressure? Doug Morse's Perspective

Posted by Sid Saleh on August 21st, 2002
This perspective addresses a challenge presented in a ServicesRevenue business case listed under Relevant Links Hans Beyer is in a very tough spot. He ought to know that you don’t set the price, the customer does. What you set is the value. It appears that he has not done a good job establishing the value of his services prior to these meetings. Hans Beyer is in a very tough spot. He ought to know that you don’t set the price, the customer does. What you set is the value. It appears that he has not done a good job establishing the value of his services prior to these meetings.
To continue reading, please subscribe now
 Read more »
Syndicate content