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Resource administration,
305“309
Resource allocation, 127, 178
S
Resource management, 284“315
Resource pool, assessing,
289“292 Sales:
Resource pool ranking chart establishing territories, 83“86
(Exhibit 13.10), 305“309 marketing and, 83“84
Resources, managing billable, measuring, 113“114
297“304 resources, 118“119
Resource utilization: support systems, 114“117
optimal level, 292“297 team size, 86 “87
optimizing, 293“297 tracking, 99“104
overutilization, 293 Sales call evaluation, 96
underutilization, 292 Sales cycle (Exhibit 4.7), 107
Retention, 242“243 Sales management, 77“120
debriefing, 260 acquiring new business though,
phases of, 256 “259 81
Revenue drivers, 29“31 revenue generation and, 80
Revenue realization, definition of, Sales meetings, 104“106
352 Sales process, professional services
Revenue recognition, 363“364 (Exhibit 7.2), 166
Review and feedback, periodic, Sales professional, alignment chart
256 “257 (Exhibit 13.4), 291
Risk management, 316 “333 Sales team:
categories of risk, 322“325 building, 89“107
decision making and, 319“322 compensation of, 89
defined, 318 managing, 89“107
improving, 326 “329 organization of, 81“83
543
Index

recruiting, 90“93 objectives (Exhibit 12.3), 276
training, 93“106 owners, 270“271
Salomon, John, 111, 112 vendors/suppliers, 274“275
Satisfaction programs, 257 volunteers, 271“273
Schoemaker, Paul J. H., 319, 320 Strategic partnering, 180“193
Scope creep, 380 driving, 182“183
Screening, 250 geographic types, 184
Screening criteria, 248 globalization, 185“187
Selling process, 161“165 guidelines, 189“192
Selling services, 107“113 mind-set, 183“184
Sergesketter, Bernard, 329 partner selection, 189
Service creation, 149“152 supply side, 184“185
Service creation, roles to support, Strategy:
152“153 definition of, 433
Service firms: technology, 434“ 435
challenge, 145 Strong, Patrick, 87
creative process (Exhibit 6.1), Subchapter C corporation,
144 60“ 62
response, 145“147 Subchapter S corporation, 59“ 60
Service offering, 147“153 Succession, 65
benefits, 147“148 Support staff, role of, 209, 200
creation, 147 Systems, 356 “357
setting expectations, 149
terms, 148
Skill, 286 “287
T
Software solutions, 309
Sole proprietorship, 56
Standard operating procedures Talent themes (Exhibit 13.1), 286
(SOPs), information Targeting sales opportunities,
technology and, 445 110“111
Statement of work, (SOW), 176 Target market, defining, 124“125
Strategic internal investment: Territories, establishing, 84“86
capital, 271“273 Thaler, Richard, 327
clients/customers/consumers, Time, benchmarking, 24“25
273“274 Time-based measures, 21
employees, 271“273 Time management, 27“29
founders, 270“271 Timesheets, 350
investors, 270“271 Tracking, sales, 99“104
management structure, 275“276 Training, sales team, 93“106
management team and, 269“270 Training programs, 232“234
544 Index

V evaluation team for, 409“ 410
geographic presence, 413
negotiating with, 424“ 427
Value objectives (Exhibit 12.1),
new, 392
268
references, 422
Venditto, Rose, 98
request for proposal, 414“ 420
Vendor management, 385“399
scope, 409
assignment rights, 394
screening, 410“ 414
certifications, 396, 429
selection, 406 “ 427
contracts, 392“396
size, 413
dispute resolution, 395
troubled, 404“ 405
ethics and, 427“ 428
Voice-over protocol (VOP),
evaluation, 409“ 410
185“187
insurance, 394
liability, 395
managing performance, 397“399
W
partners, 385“386
payment terms, 395
recompetes, 402“ 404
Work backlog management chart
relationships, 385“388
(Exhibit 13.8), 302
resources, 428“ 429
role, 388“389
taking control of, 390“392
Z
training, 395, 429
working with other customers,
400“ 402
Zachman framework, 436
Vendor manager, assigning a,
389“390
categories of (Exhibit 16.1), 386
due diligence, 421“ 423
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