Service Provider Strategy : Proven Secrets for xSPs
There are many types of service providers that need to excel in four areas to be successful: maintain current customer base, increase market share, assure ongoing high margin revenue streams, and to keep their cost of operation low. This book will address these 4 areas and give suggestions, checklists and case studies showing how xSPs can be successful in this dynamic market.
- Paperback | 336 pages
- 179.3 x 233.7 x 22.9mm | 644.11g
- 21 Aug 2001
- Pearson Education (US)
- Prentice Hall
- Upper Saddle River, United States
- w. figs.
Table of contents
Preface. INTRODUCTION TO THE SEVEN OPERATIONAL CHALLENGES. 1. Level Setting. History. Why Work with a Service Provider? Why Use the Internet in Business? Trends. New Services. Challenges. Endnote.2. Basic Operational Challenges. Partnering and Alliances. Organization. Entering the Market. Service Delivery and Provisioning. Customer Care. Billing. Infrastructure and Availability. Summary.CASE STUDIES. 3. Case Studies: An Introduction. 4. North America-PartnerCommunity, Inc. The North American Market. Case Study-PartnerCommunity, Inc. Endnote.5. Asia Pacific-Acer CyberCenter Services, Inc. The Asia Pacific Market. Case Study-Acer CyberCenter Services, Inc. Endnote.6. Europe-KPNQwest. The European Market. Case Study-KPNQwest. Endnote.7. Latin America-Triara. The Latin American Market. Case Study-Triara. Endnote.THE READINESS PRIMER. 8. Introduction to the Readiness Primer. The Seven Operational Challenges.9. Partners and Alliances. Partner Strategy. Identify Gaps. Investigate. Negotiate. Contract. Manage. Exit. Case Studies. Summary. Endnotes. xSP Strategy Checklist for Partners and Alliances.10. Organization. Services Strategy. Organizational Model. Resource Sizing. Organization and Resourcing Models. Outsourcing. xSP Strategy Checklist for Organizational Structure and Resourcing.11. Entering the Market. Go-to-Market Strategy. Building a Service Offering Strategy (Product). Determining Customer Needs and Market Drivers. Determining the Service Offering. Determining Focus Market Segmentation and Size. Services and Implementation Lifecycle. Services Strategy. Pricing Strategy/Methodology. Determining Cash Flow. Placement and Promotion: The Communications Mix. Value Proposition. Marketing Communications. Service Execution Components. Summary. Endnotes. xSP Strategy Checklist for Entering the Market.12. Service Delivery and Provisioning. State of Affairs. What is Service Delivery and Service Provisioning. The Service Delivery Interface with the Logical Organization. Generic Service Delivery. Pitfalls of Service Delivery. Examples and Case Studies. Summary. Endnote. xSP Strategy Checklist for Service Provisioning and Service Delivery.13. Perception Is Reality. Call Centers. Other Ways to Manage Customer Perception. Customer Relationship Management (CRM). How CRM Can Support New Services. An Example of a Phased CRM Implementation. Summary. Endnotes. xSP Strategy Checklist for Customer Care.14. Billing. Trends Affecting Billing. Main Billing Challenges. Basic Data Pricing. Rating. Rating System Parameters. Mediation. Invoicing. Electronic Bill Presentation-Turning Paper to Vapor. Revenue Assurance. Billing Requirements. Summary. xSP Strategy Checklist for Billing.15. Infrastructure. Logical Architecture. Scalability. Dependability. Supportability. Security. Manageability. Ongoing Care and Feeding. Case Study-Exodus Communications. Summary. xSP Strategy Checklist for Infrastructure.16. Afterword. APPENDICES. Appendix A: Definitions. Appendix B: Sample Business Plan. Sample Business Plan for Best Hosting Company.Appendix C: Sample Service Level Agreement. Service Level Agreement. Definitions. General Terms.Appendix D: Service Descriptions. Collocation Services. Limitations. Service Level Agreements.Appendix E: Pricing. Pricing Level 1: Most Detailed. Pricing Level 2: Intermediate Level. Pricing Level 3: Suitable for Customer Collateral.Appendix F: Sample Cash Flow. Examples of Assumptions.Appendix G: Sample Customer Questionnaire. Understanding the Current Environment and Customer Requirements. Service Provider Service Feedback. Service Level Requirements. Pricing.Appendix H: Helpful Associations, Organizations, and Publications. Associations. Periodicals and URLs. Industry Analysts/Consultants.Appendix I: CRM Process Inputs and Outputs. Billing System. Order Management. Network Trouble Ticket System. Computer Technology Integration (CTI). Document Management. Geographical Information System (GIS). Data Warehouse. Credit Checking Agency. Foreign Exchange System. Example of Functional Specification with Implementation Timing.Bibliography. Index.
About Anne M. Burris
ANNE M. BURRIS, Worldwide xSP Strategy and Marketing Manager for the Network and Service Provider Business Unit of Hewlett-Packard, has served as a telecommunications consultant for more than 10 years. She recently developed a comprehensive series of business strategy seminars designed to assist xSPs in crystallizing their business/operational focus and identifying gaps in their business plans. She has been a featured keynote speaker at the ASP Summit in Melbourne, Australia, ASP Expo in Philadelphia, PA, and ITC Executive Forum in Geneva, Switzerland.