Case Studies

This perspective addresses a challenge presented in a ServicesRevenue business case listed under Case Studies or Relevant Links Working with the sales manager and customer team, Lee should study the kind of support the customer really needs. If the customer requires less support than what the company normally offers, then reducing the value of services offered can lower services’ price contribution to the whole deal. Doing so helps maintain contract margin.

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.

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.

This perspective addresses a challenge presented in a ServicesRevenue business case listed under Relevant Links Pierre’s challenge raises two questions. “Why outsource inside sales?” and “Which outsource provider is best?” Companies with mature services have discovered the payoff that results from dedicating resources to selling services. In their view, services reinforce customer loyalty and are an important, recurring revenue stream. Service organizations that haven’t yet proven their financial value to their companies face this dilemma: they can’t justify dedicated resources without a proven business model and they can’t prove the business model without the dedicated resources.