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
- 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
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
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.
3. Case Studies: An Introduction.
4. North America—PartnerCommunity,
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.
The European Market. Case Study—KPNQwest.
7. Latin America—Triara.
The Latin American Market. Case Study—Triara.
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.
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
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.
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.
Logical Architecture. Scalability.
Dependability. Supportability. Security. Manageability. Ongoing Care and
Feeding. Case Study—Exodus Communications. Summary. xSP Strategy Checklist for
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
Appendix D: Service Descriptions.
Collocation Services. Limitations. Service Level
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
Appendix H: Helpful Associations, Organizations, and Publications.
Associations. Periodicals and URLs. Industry
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.