BUILDING BRILLIANT SERVICES
If you are serious about selling services, you face some interesting challenges. Our experience shows that:
  • On average it takes three years of pain to get your sales team on board the services express. You heard us…three years.
  • Your product centric culture will fight any and all changes like a mad dog cornered in an alley. Cultural change is your prime mandate.
  • Your frontline service and support personnel will be the first to embrace the change if you position it the correct way. They already have the customer’s trust.
Is Alexander Consulting right for you? Here are five ways to test the waters:
1. Books

Overview

Cheap and Easy
For less than the price of a gourmet pizza you can tap into our best thinking on successfully building brilliant services within a product company.
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Details

Seriously Selling Services
Finding new, profitable streams of revenue is one of the prime objectives of almost every executive on the planet. But the choices are few, the challenges big, and the results often mixed. Savvy business leaders in all kinds of industries are discovering that selling services cannot only deliver new, profitable growth, but can simultaneously sell more products. Is it simple? No. Is it easy? Of course not. Is it worth the effort? Absolutely!

Alexander provides the strategic cookbook to make the transformation stew.

The Brilliant Service Professional
Senior managers from all types of businesses across all industries are discovering that one role takes the spotlight in deepening relationships with key customers. Whatever title individuals in that position are given—field service technician, support engineer, implementation consultant, customer success manager, services account manager, resident engineer, technical account manager—no one has more potential impact on the success of the company and its customers than the service professional...no one. High-performing service pros are where the action is, orchestrating superb customer experiences, proactively preventing problems before they occur, and leveraging their relationships to rock out customers and lock out the competition. They deliver the results customers crave and executives yearn for, while building brand and having fun.

Designed for anyone in service who touches the customer, The Brilliant Service Professional uncovers the competencies, tools, and behaviors that enable service pros in any industry to shine as the new corporate rock star.

Brilliant Customer Success
Customer success is an organization philosophy and strategy that, properly implemented, will build customer loyalty, drive profitable revenue, and create brand dominance. Brilliant Customer Success defines a performance model and outlines the customer success journey that is applicable to almost any organization whether traditional or cloud, large or small, profit or non-profit, in any industry or any geography. This research-based, experience-proven book is a clear, practical, and insightful guide for anyone serious about customer success.

Purchase

Reviews

Alexander has paid his dues in the product-to-services transformation club. He draws on years of real-world experience with leading companies to show product companies how to grow with services. Seriously Selling Services provides an unmatched, practical road map for senior executives who are ready to execute a serious services strategy.”

R. Gary Bridge
Senior Vice President and Global Lead,
Internet Business Solutions Group, Cisco Systems, Inc.


“Alexander has a knack for taking mind-bending and snore-worthy topics and turning them into a magnetic read. Readers of The Brilliant Service Professional who take his advice will become service pro rock stars. They’ll boost their relationships, build a dynamite personal brand, gain job security, roll in the dough, and have a blast doing it all.”

Meryl K. Evans
Senior Editor
InternetViZ

“Customer success is highly cited but not wholly understood as a mindset, a leadership path, and an operational guide to growth. This engaging book guides you to that critical path for success."

Jeanne Bliss, Co-Founder
Customer Experience Professionals Association
and Author of Chief Customer Officer 2.0

2. Executive Briefing

Overview

Short and Sweet
A 30-minute teleconference is a great way to kickstart your services initiative by understanding the plusses and minuses of strategic services choices and learning how to minimize risk.
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Possible Topics

  • Building a Brilliant Service Organization. Inspire your organization by learning what it takes to build, lead, and implement brilliant services within a product company. Learn the how and why to move from product-centric to services-led solutions.
  • Transitioning from Free to Fee. Tired of giving away or deeply discounting services? Learn the five strategies for making this transition and the one strategy that works!
  • Seriously Selling Services. Selling services is different from selling products…way different. Find out the secrets of turning your box pushers into sellers of the invisible.
  • Strategic Customer Success: The Lost Opportunity. Are you really getting the full value out of your customer success initiative? Consider viewing customer success as a strategy, not a tactic.

How It Works

To ensure the highest quality, most appropriate discussion, Alex will review all relevant documents you provide plus conduct personal telephone interviews with key attendees prior to the executive briefing to better understand issues, goals, and ideas related to service. In addition, he will provide a summary of key thoughts, insights, and recommendations after the session.

This is a great way to kickstart services.
3. Train Your Frontline Services Pros in Strategic Account Management

Overview

Strategic account management is the locomotive that drives the services train.

Details: Offered Virtual or Face-to-Face

The strategic account management training can be tailored to each services group (service account manager, field service engineer, PS consultant, or customer success manager and further customized to the specific issues and objectives of your organization. Learn more about the training.
Complimentary Resources

Articles

Below are articles of particular interest to executives in product companies who are committed to building brilliant services within their organization.
With over 20 years focused on building brilliant service within product companies we know what works and what doesn’t. In fact, we guarantee all our work…if you are not totally satisfied, just pay what you feel our efforts are worth.
Want to Learn More?
Contact Alex at 239-671-0740.
Contact
Alexander Consulting
5248 Fairfield Drive
Fort Myers, FL 33919
239-671-0740
alex@alexanderstrategists.com
Who We Help
Product Company Executives
Service and Support Leaders
Strategic Account Managers
Frontline Services Professionals