White Papers

Differentiation vs. Standardization in Services: Is Standardization Conflicting with Our USPs?

(Members Only)

Services account for over 60 percent of the economic activities in the U.S. and the European Union. For this reason, the promotion and advancement of the services sector has become a top priority for the European region. As with any industry that pays heed to the competition, there are forces that can shape its attractiveness, its competitive position, and their underlying causes. This drive for appealing distinction more or less opposes the drive for standardization caused by the need for more cost-efficiency.

Managing today’s Professional Services Organization: How to Improve Efficiency and Increase Profits

Sponsored by Epicor

As today’s global economy mandates higher levels of management and corporate efficiencies, the diverse services industry now requires a single solution that permits administration/management of the industry’s fundamental “product”: PEOPLE.

S-Business Executive Briefing: Selling the Service Experience

This members-only publication serves to address the requirements of marketing, the strategic thinking process, the role of marketing, the measurement of the right metrics, and the selling and management of services solutions. Get an overview on this important topic from the Executive Summary, or get all the details from the full Executive Briefing.

Get the Executive Summary (Public)

Read the Full Executive Briefing (Members Only)

Improving Field Service Productivity & Profitability With Mobile Automation Tools

Sponsored by Zebra Technologies & Motorola

It pays to be good at field service. Efficient field service companies have lower operating expenses, better productivity, higher SLA compliance and customer satisfaction levels, and capture more service revenue than their peers. For these reasons, best-in-class operators have 2.5 percent higher service margins than average companies, and are about 50 percent more profitable than laggards.