March 11, 2010Creating better customer value with service delivery innovation
Creating better customer value with service delivery innovation
By SAP | Nov 17, 2008
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To succeed in this environment, professional services firms must continually improve the way they deliver services if they want to increase client value and profitability and lower costs. This involves implementing more efficient processes for finding and using resources and working with partners, as well as packaging services in creative ways and working with clients to create value together.
For any of these endeavors to work, however, a firm must have a foundation that supports global processes and workflows that enhance client and supplier collaboration. For the firms that succeed, the rewards are great. They can differentiate themselves in a crowded marketplace, lock in loyal clients, use internal and external resources more profitably, and improve time to market.
This paper reviews the forces that affect the professional services market today, defines and explains the main pillars of service delivery innovation, and reviews the benefits firms derive from service delivery innovation. It concludes by identifying key operating and financial metrics that can measure the value created for firms when they commit their strategies to ongoing service delivery innovation.
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