Service Provider Strategy: Proven Secrets for xSPs (Paperback)
暫譯: 服務提供者策略：xSPs 的成功秘訣

Anne M. Burris

Service Provider Strategy: Proven Secrets for xSPs (Paperback)

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商品描述

Your complete framework for success in the xSP marketplace.

For ASPs, ISPs, WASPs, and other service providers, the business challenges have never been greater—and neither have the opportunities. In Service Provider Strategy, one of the world's leading xSP consultants offers specific guidance on every key element of success: protecting your current customer base, increasing market share, assuring ongoing high-margin revenue streams, and maximizing operational efficiency. Drawing upon experience with 15 of the world's leading xSPs, Anne Burris offers a complete framework for success that reflects a profound understanding of both xSP operations and marketplaces.

  • The xSP marketplace: its promise, its best opportunities, and its current realities
  • What customers are looking for, and why many xSPs are falling short
  • Best-practice solutions for key operational challenges facing xSPs: marketing, sales, provisioning, support, and billing
  • How to bring value-added services to market more quickly, without compromising performance and service levels
  • New revenue models for next-generation xSPs
  • How the service provider marketplace is evolving towards sophisticated web services

Service Provider Strategy contains four xSP case studies, covering North America, Latin America, Europe, and Asia/Pacific. It also provides detailed checklists for xSPs, as well as a complete sample business plan. If you want to survive the xSP shakeout-and position yourself for the massive growth that will follow-you won't find a more valuable resource.

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.

商品描述(中文翻譯)

您的成功框架在 xSP 市場中的完整指南。

對於 ASP、ISP、WASP 及其他服務提供商來說，商業挑戰從未如此巨大，機會也同樣如此。在《服務提供商策略》中，全球領先的 xSP 顧問之一提供了有關成功每個關鍵要素的具體指導：保護您目前的客戶基礎、增加市場佔有率、確保持續的高利潤收入流以及最大化運營效率。安妮·布里斯（Anne Burris）根據與全球 15 家領先 xSP 的經驗，提供了一個完整的成功框架，反映了對 xSP 操作和市場的深刻理解。

- xSP 市場：其前景、最佳機會及當前現實
- 客戶所尋求的內容，以及為何許多 xSP 無法達到期望
- 面對 xSP 的關鍵運營挑戰的最佳實踐解決方案：行銷、銷售、供應、支持和計費
- 如何更快地將增值服務推向市場，而不妨礙性能和服務水平
- 下一代 xSP 的新收入模型
- 服務提供商市場如何朝向複雜的網路服務演變

《服務提供商策略》包含四個 xSP 案例研究，涵蓋北美、拉丁美洲、歐洲及亞太地區。它還提供了詳細的 xSP 檢查清單，以及完整的樣本商業計劃。如果您想在 xSP 的洗牌中生存下來，並為隨之而來的巨大增長做好準備，您將找不到更有價值的資源。

目錄

前言。

七大運營挑戰介紹。

1. 水準設定。
歷史。為何與服務提供商合作？為何在商業中使用網際網路？趨勢。新服務。挑戰。附註。

2. 基本運營挑戰。
夥伴關係與聯盟。組織。進入市場。服務交付與供應。客戶關懷。計費。基礎設施與可用性。總結。

案例研究。

3. 案例研究：簡介。4. 北美—PartnerCommunity, Inc。
北美市場。案例研究—PartnerCommunity, Inc。附註。

5. 亞太—Acer CyberCenter Services, Inc。
亞太市場。案例研究—Acer CyberCenter Services, Inc。附註。

6. 歐洲—KPNQwest。
歐洲市場。案例研究—KPNQwest。附註。

7. 拉丁美洲—Triara。
拉丁美洲市場。案例研究—Triara。附註。

準備指南。

8. 準備指南介紹。
七大運營挑戰。

9. 夥伴與聯盟。
夥伴策略。識別差距。調查。談判。簽約。管理。退出。案例研究。總結。附註。xSP 夥伴與聯盟策略檢查清單。

10. 組織。
服務策略。組織模型。資源規模。組織與資源模型。外包。xSP 組織結構與資源策略檢查清單。

11. 進入市場。
市場進入策略。建立服務提供策略（產品）。確定客戶需求與市場驅動因素。確定服務提供。確定重點市場細分與規模。服務與實施生命週期。服務策略。定價策略/方法。確定現金流。推廣與促銷：溝通組合。價值主張。行銷溝通。服務執行組件。總結。附註。xSP 進入市場策略檢查清單。

12. 服務交付與供應。
現狀。什麼是服務交付與服務供應。服務交付介面與邏輯組織。通用服務交付。服務交付的陷阱。範例與案例研究。總結。附註。xSP 服務供應與服務交付策略檢查清單。

13. 感知即現實。
呼叫中心。管理客戶感知的其他方式。客戶關係管理（CRM）。CRM 如何支持新服務。分階段 CRM 實施的範例。總結。附註。xSP 客戶關懷策略檢查清單。

14. 計費。
影響計費的趨勢。主要計費挑戰。基本數據定價。評分。評分系統參數。調解。開票。電子帳單呈現—將紙張轉為蒸氣。收入保證。計費要求。總結。xSP 計費策略檢查清單。

15. 基礎設施。
邏輯架構。可擴展性。可靠性。支持性。安全性。可管理性。持續的維護與支持。案例研究—Exodus Communications。總結。xSP 基礎設施策略檢查清單。

後記。

附錄。

附錄 A：定義。附錄 B：樣本商業計劃。
最佳託管公司的樣本商業計劃。

附錄 C：樣本服務水平協議。
服務水平協議。定義。一般條款。

附錄 D：服務描述。
共置服務。限制。服務水平協議。

附錄 E：定價。
定價級別 1：最詳細。定價級別 2：中級。定價級別 3：適合客戶資料。

附錄 F：樣本現金流。
假設範例。

附錄 G：樣本客戶問卷。
了解當前環境與客戶需求。服務提供商服務反饋。服務水平要求。定價。

附錄 H：有用的協會、組織與出版物。
協會。期刊與網址。行業分析師/顧問。

附錄 I：CRM 流程的輸入與輸出。
計費系統。訂單管理。網路故障票系統。計算機技術整合（CTI）。文件管理。地理資訊系統（GIS）。數據倉庫。信用檢查機構。外匯系統。功能規範範例及實施時間。

參考文獻。索引。

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