Business books on customer value/satisfaction in services/consulting
April 14, 2013 10:03 AM
What business books/frameworks and resources are available for managers in service companies to provide deep customer value and delight, when the customer himself is a senior manager in another company and my services are people with deep expertise in specific areas?
Some background would probably help set the context for this question - I work for services/consulting companies and all of my work is working directly in teams and with senior managers in other companies.
Think IT companies providing IT services like Project Management, S/W implementation projects etc to traditional IT companies. I am looking for books specifically oriented towards delivering customer value and help customers succeed in such situations. I can understand customer's needs and business strategy and align in terms of delivery, but when economy softens, what will distinguish my company from the other competitors?
Basic hygiene factors like successful delivery etc are not differentiators any longer, so looking for books/frameworks/resources on how I can sell my company's services effectively.
Some background would probably help set the context for this question - I work for services/consulting companies and all of my work is working directly in teams and with senior managers in other companies.
Think IT companies providing IT services like Project Management, S/W implementation projects etc to traditional IT companies. I am looking for books specifically oriented towards delivering customer value and help customers succeed in such situations. I can understand customer's needs and business strategy and align in terms of delivery, but when economy softens, what will distinguish my company from the other competitors?
Basic hygiene factors like successful delivery etc are not differentiators any longer, so looking for books/frameworks/resources on how I can sell my company's services effectively.
Maybe useful? The Ten Principles Behind Great Customer Experiences. Much better than it might sound.
posted by tardigrade at 3:11 PM on April 14, 2013
posted by tardigrade at 3:11 PM on April 14, 2013
@tardigrade - Not to threadsit, while the book appears to be interesting, the free chapter indicated that it was for an individual customer experience, although some principles certainly can be applied.
posted by theobserver at 5:19 PM on April 14, 2013
posted by theobserver at 5:19 PM on April 14, 2013
You might try The Trusted Advisor, by David Maister. While Maister's focus isn't specifically IT services, it is applicable anywhere that you are selling professional services. You can get a flavor Maister's approach from this short interview on his website. If you like what you see, you might also take a look at Maister's Practice What You Preach.
posted by kovacs at 3:43 AM on April 15, 2013
posted by kovacs at 3:43 AM on April 15, 2013
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posted by djb at 12:02 PM on April 14, 2013