IT outsourcing involves

Size: px
Start display at page:

Download "IT outsourcing involves"

Transcription

1 Roland Berger Strategy Consultants content Fresh thinking for decision makers IT outsourcing involves more than IT It takes management skills, strategic foresight and a capable organization Not just at the provider, but also at the client JULY 2012

2 Roland Berger Strategy Consultants IT outsourcing searching for the big prize Outsourcing contracts are not "plug and play". Quite the opposite. Provider Managing a new partner makes the work of the internal IT organization even more challenging and diverse. Kunde Kunde Kunde Kunde Kunde

3 content IT-Outsourcing "Sorry, you lose" IT outsourcing often feels like lottery where you are always drawing the wrong number. While it should be a guaranteed win, more often than not you turn out to be the loser. That is why many managers who outsource IT operations feel deceived. Often they are right. Worse still, to a large extent they only have themselves to blame. Can it be true that a fourth of all such deals fall apart? It is hard to estimate the exact number of IT outsourcing deals that fail. Even so, we know from experience that only around half of all outsourcing contracts ultimately meet expectations. Often savings are never as high as anticipated, innovation is limited and efficiency tails off. Many firms, frustrated with results, wait out the end of their contracts, giving up hope that outsourcing non-strategic IT functions will benefit their organization. But there is a better way to make sure that firms can get what they want. Only about half of all outsourcing contracts meet expectations 50% performing 50% not performing The seeds of problems are planted even before contracts are signed. Many businesses enter into IT agreements unprepared and under time pressure. Overwhelmed with IT issues and seduced by providers' promises, many businesses hand their fate over to outsourcers. They trust that their future partner will do what they say they will do and that the outsourcing process will live up to outsized expectations. They have faith that the partnership will benefit from the experience of the provider and fail to work out crucial details such as legal aspects. They forget that the provider is also out to make a profit and simply rely on hope that the deal will be in their favor. Firms inexperienced with outsourcing tiptoe through the process focused on the interim deadlines, blind to critical phases during the term of the contract. They think in terms of short-term milestones and lose sight of the long-term picture. While IT outsourcing contracts can often run for years, their fates are decided at the very beginning. A properly prepared contract lays the foundation for a well-organized handover and smooth operations, ensuring that options remain open at the end. Cutting corners by not taking time at the setup stage is like rolling the dice: a provider may fail to take advantage of contract ambiguities, but the odds of that happening are pretty low. We identify three key reasons that cause IT outsourcing to fail: unrealistic expectations, underestimating provider management, and failure to make provisions for what happens when the contract ends. 1. Unrealistic expectations Many companies miscalculate both tactics and strategy. They expect outsourcing to provide a high level of operational quality, while turning their IT system around. Companies want IT providers to take over their existing structures and modernize, automate and optimize them, while cutting overall costs at the same time. This approach the "you run my mess for less" idea has never been realistic.

4 Roland Berger Strategy Consultants Successful outsourcing means: Never lose sight of the goal Groundwork Analyze the market, pre-select providers Preparation Send out request for tender, negotiate contract, build up organization Duration Monitor performance, optimize processes Goal Evaluate options, launch follow-up projects Businesses need a reality check when it comes to what they expect from outsourcing. They need to understand that for IT providers, taking over existing systems to optimize, modernize and automate them involves major one-time investments. In the days when contracts lasted seven to ten years that investment paid off. But now, because clients want flexibility, contracts run for much less time. With contract terms of four years, a complex and expensive transformation simply no longer pays off for providers. They are tempted to avoid investing large upfront costs so that they can boost their profits, even if it comes at the detriment of the client. With that in mind companies need to define where they want to be in terms of improving the quality of their services and delivery structures before they start drawing up the outsourcing contracts. That goes for any service that they outsource. Given how fast IT is developing, if the contract is going to run for more than three years, it makes sense to define goals as much as possible without being tied to any one technical solution. Both sides must be ready to redefine and amend the contract in the face of changing conditions. Financial incentives are one way of ensuring that the firm and its provider are on the same page. There are a number of established models here: Companies can use stepped bonuses to back up content quality goals, such as reducing the number of tickets at the helpdesk or harmonizing tools so that the same software is used throughout the company. This approach allows them to measure whether agreed milestones are met. Companies need to get away from thinking that they can use a fixed unit price for each service if they want flexibility over the term of the contract. Flexible long-term agreements call for flexible pricing models. Alongside ongoing operating costs, a variable financial pricing model can give the service provider the incentive that they need to undertake costintensive transformation steps. Companies need to be prepared to pay a higher price to cover the costs of these necessary steps and avoid corners being cut. In return however, they can recoup some of their expenses by squeezing everyday operating costs. Companies should use contracts to get IT providers to do what they want, while at the same time allowing the providers freedom to maneuver in day-to-day operations. If the company can define how the "mess" is to be cleared up over the course of the contract, they can expect to have optimized IT services once it ends. The cost of managing IT providers accounts for 4%-10% of the contract value 2. Underestimating provider management Outsourcing contracts aren t an excuse to stop thinking about IT altogether. In fact it is just the opposite: companies need a comprehensive vision of how IT fits into operations. To ensure the success of a contract, firms need to take a professional approach to managing their service provider rather than letting them work without supervision. Ultimately, outsourcing doesn't make the work of a new in-house IT organization any easier, as most people assume. In fact, it makes their work even more of a challenge. You need to bring together all the IT resources you have internally: technical skills for hardware, software and networks. You also need financial and legal expertise. IT staff, attorneys, controllers and

5 content IT-Outsourcing service experts must work closely together to ensure that providers are managed at the highest levels. That means reviewing internal requirements, external services and the outsourcing partner's legal and financial claims. Companies must be able to talk to providers on equal terms, at all times. All this comes at a cost. Experience shows that managing IT providers costs 4-10% of the contract value, depending on how closely they are controlled. Managing providers requires taking care of four key tasks: Professional issues: Everything the departments want in terms of IT should be routed via the provider management team, which then prepares, implements and controls all the details of the procurement. Finance: Expected cost savings are one of the main drivers in IT outsourcing, making them a key factor when it comes to managing providers. That is why managing billing and allocating costs on to the relevant departments and projects is a key provider management task. Service: The company needs to keep a close eye on what the IT contractor is doing, day in, day out, monitoring and managing the agreed service level is required to ensure operations run smoothly. Legal matters: Outsourcing contracts are just that: contracts. That means they need to be reviewed, and perhaps extended or amended. Penalty and liability issues must be monitored, and compliance requirements must be met. Provider management has four key areas E Professional: Central contact point for all IT requests from the departments. Financial: Manage billing and pass costs on to the departments and projects. Service: Manage the agreed service level to ensure operations run smoothly. Legal: Review, extend and amend contracts with the IT provider. It is the last of these legal matters that companies usually neglect when managing providers. Often this is because of an all-too-human mistake: the belief that IT outsourcing is only about IT services. However all major IT providers know that, apart from providing services efficiently, there is another key driver in their business model: the contract. Their legal experts know their job. Because they are experienced specialists, they can use legal requirements to their own advantage. To match a provider s legal advantage the company must employ its own specialists who can keep complex outsourcing contracts on track. However even the best provider management won t be effective unless it has a handle on the key most phase of the contract: the handover of responsibility for IT services from the company to the provider. Unfortunately, many companies leave this task to the eleventh hour. Within the organization, provider management is seen as a burden it means extra work, extra costs, and at first sight, brings little extra value. Companies also tend to put all their time and effort into getting the contract up and running and making sure the handover happens on time. With the focus on meeting deadlines, setting up a proper system of provider management soon gets forgotten. Experienced outsourcers set up a provider management team when they send out the request for tender, or at the latest when contracts are likely to be signed and everyone's getting down to details. Experience shows that from that point six to nine months are left until the handover: enough time to prepare internal and external experts to manage the service provider, or recruit them from the market.

6 Roland Berger Strategy Consultants What happens when the outsourcing contract expires? There are three possible options: Extend the existing contract with the same provider Sign a new contract with another provider Insource services back into your own IT organization 3. After the party's over... Many companies, quite happy simply to hand things over to their provider, are left unsure of what to do when the contract ends. A number of options often exists and none seem too bad at first sight: Extend the existing contract with same service provider Sign a new contract with a different service provider Insource services back to your own IT organization Do a combination of the above The problem is that when the contract comes to an end, few companies are really at liberty to decide what to do about IT services. They are dependent on support and goodwill from the provider. Because outsourcing contracts are fixed-term, there's always an end in sight. Many companies forget this aspect when designing the deal. Insourcing services back again, or even switching to one of the designated partner's competitors, is not something either side really wants to talk about. But this analysis is absolutely necessary to evaluate how the firm s and providers systems work together and can be pulled apart. From this analysis firms can develop strategies in terms of what the options are once the contract ends. Many companies miss this opportunity, unnecessarily limiting their own room to maneuver. There are two critical areas that companies need to clarify with their IT providers up front if they hope to be able to negotiate from a position of strength: What staff will I need to ensure that things keep running once the contract ends? What tasks and skills will I need? At the outset companies must lay down the terms under which staff can move from the IT provider to the company, or to a competing service provider who takes over providing the IT services. What tools and equipment will I need to ensure that things keep running once the contract with the provider has ended? Providers use many different tools to manage and automate IT. Even though handing them over is critical to success, this step doesn't happen automatically. Take the service desk for example: A firm may be able to replace a provider's service management suite via the free market, but it needs to agree up front on how to access the knowledge database and related solutions. This mishmash of proprietary tools and scripts is what decides whether the outsourcing will continue being successful once the contract ends. The service provider will have integrated the company's idiosyncratic system into its own standard approach, developing special tools in the process. The provider's intellectual capital, its knowledge, is literally its power, which often makes unraveling IT at the end of the contract impossible. And any legal gray areas in the outsourcing contract are a potential minefield for subsequent disputes.

7 content IT-Outsourcing The handover process also brings up costs not priced into the original outsourcing contract. The parties should therefore negotiate what the provider will do at the end of the contract and what it will cost, as there is no way this transition can take place efficiently without the provider's help and support. The goal is to have freedom to: compare, evaluate and choose various options It is in the vital interests of companies that they secure the best possible situation for themselves, including once the contract ends. Their aim must be to put themselves in the same position after three to seven years as they were in before they signed the original contract, with complete freedom to evaluate different outsourcing options and select the one that suits them best. Make sure you're in charge No strategically-minded IT service provider would kill the goose that lays the golden eggs. But it's not their job to tell potential clients where they've gone badly wrong in designing the deal either. And that includes outsourcing so-called "commodity services", an area often considered trivial. Companies wishing to outsource any part of their IT operations need to make the proper preparations, otherwise they have little chance of getting it right. The road to successful outsourcing is paved with danger, at every stage of the deal. Few companies want to talk about what's going to happen when the contract ends while they're still in the negotiating stage. Who wants to think about divorce before the marriage document is signed? Instead, the parties focus on defining operational constraints playing right into the provider's hands. Companies tend to think about short-term matters, like handing over assets, rather than define the long-term strategic goals they are pursuing through the outsourcing. Plus companies have an innate tendency to put a positive gloss on things they have made up their minds to do, and ramp up their own expectations accordingly. It is vital that potential outsourcing clients take control over the entire course of the contract. As soon as the contract is signed, if not sooner, they need to prepare their organization for the new tasks and ramp up their legal resources. Taking the initiative and getting professional support mean that IT outsourcing no longer has to be a gamble, but can be a sure bet. As soon as the contract is signed, if not sooner, they need to prepare their organization for the new tasks and ramp up their legal resources. Taking the initiative and getting professional support are perhaps the only way of upping your chances of winning the lottery. IF YOU HAVE ANY FURTHER QUESTIONS, WE ARE AT YOUR SERVICE ANYTIME: Dr. Andreas Dietze, Partner think:act CONTENT Editors: Dr. Martin C. Wittig, Charles-Edouard Bouée Overall responsibility: Dr. Torsten Oltmanns Project management: Dr. Katherine Nölling Layout: Roland Berger Media Design Roland Berger Strategy Consultants GmbH Am Sandtorkai Hamburg

8 Would you like to get your copy of think: act CONTENT faster? Send your address to us at and you will receive the next issue in advance!

Contracting for Agile Software Projects

Contracting for Agile Software Projects Contracting for Agile Software Projects Author: Peter Stevens As a customer or supplier of software services at the beginning of a Software Development Project, you know that there is too much at stake

More information

Expected Value and the Game of Craps

Expected Value and the Game of Craps Expected Value and the Game of Craps Blake Thornton Craps is a gambling game found in most casinos based on rolling two six sided dice. Most players who walk into a casino and try to play craps for the

More information

Roland Berger Strategy Consultants. content. Fresh thinking for decision makers

Roland Berger Strategy Consultants. content. Fresh thinking for decision makers Roland Berger Strategy Consultants content Fresh thinking for decision makers Pricing is becoming more important to wealth managers Price myths need debunking Rising costs require action to increase profits

More information

Lay System Split test

Lay System Split test Lay System Split test Copyright This report and its content are copyright Bluebell Data / Sporting Bots Limited. You may share or give it away as long as the contents, links and disclaimers stay exactly

More information

K.4 Using Credit Wisely After Bankruptcy

K.4 Using Credit Wisely After Bankruptcy Appx. K.4 K.4 Using Credit Wisely After Bankruptcy Beware of Credit Offers Aimed at Recent Bankruptcy Filers Disguised Reaffirmation Agreement Carefully read any credit card or other credit offer from

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

ROLAND BERGER STRATEGY CONSULTANTS CONTENT. Fresh thinking for decision makers

ROLAND BERGER STRATEGY CONSULTANTS CONTENT. Fresh thinking for decision makers ROLAND BERGER STRATEGY CONSULTANTS CONTENT Fresh thinking for decision makers Corporate financing is more challenging than ever Only a long-term strategy can successfully meet the challenge Structuring

More information

Involve-Project Manager

Involve-Project Manager Involve-Project Manager This article will describe: What is Project Management Why is Project Management so important to community and voluntary organisations The Key Phases of Project Management: o Initiation

More information

Going Public: Go Public Services, Reverse Merger and The Public Shell Information

Going Public: Go Public Services, Reverse Merger and The Public Shell Information Going Public: Go Public Services, Reverse Merger and The Public Shell Information Welcome to the Go Public Supersite & Going Public Portal offering information about reverse mergers, public shell corporations,

More information

How to get profit-creating information from your accountant

How to get profit-creating information from your accountant How to get profit-creating information from your accountant What a tailored accounting service can do for you How could you get much more out of the accounting service you re already paying for? Possibly

More information

! Insurance and Gambling

! Insurance and Gambling 2009-8-18 0 Insurance and Gambling Eric Hehner Gambling works as follows. You pay some money to the house. Then a random event is observed; it may be the roll of some dice, the draw of some cards, or the

More information

Corporate Recruiter Tells All

Corporate Recruiter Tells All Corporate Recruiter Tells All Tips, Secrets, and Strategies to Landing Your Dream Job! By Ryan Fisher INTRODUCTION It pains me to see so many people working day after day at unsatisfying jobs with limited

More information

USING CREDIT WISELY AFTER BANKRUPTCY

USING CREDIT WISELY AFTER BANKRUPTCY USING CREDIT WISELY AFTER BANKRUPTCY Copyright April 2011, Legal Aid Society of Hawai`i All rights reserved. These materials may be reproduced. However, under no circumstances are persons receiving these

More information

Positioning Statement ------------------------------------------------------------------------ 2

Positioning Statement ------------------------------------------------------------------------ 2 Table of Contents Positioning Statement ------------------------------------------------------------------------ 2 Introduction--------------------------------------------------------------------------------------

More information

Automated software testing--a perspective.(database AND NETWORK JOURNAL INTELLIGENCE)

Automated software testing--a perspective.(database AND NETWORK JOURNAL INTELLIGENCE) Database and Network Journal April 2005 v35 i2 p8(4) Page 1 COPYRIGHT 2005 A.P. Publications Ltd. My perspective on most things is that the glass is half full rather than half empty. This attitude carries

More information

Marketing Subcontractor Services

Marketing Subcontractor Services Marketing Subcontractor Services Part I Winning That Big Contract is More Than Just Low Bid Today By Greg Hoyle, Consultant Fails Management Institute Often subcontractors come to our consultants and say,

More information

Roland Berger Strategy Consultants. content. Fresh thinking for decision makers

Roland Berger Strategy Consultants. content. Fresh thinking for decision makers Roland Berger Strategy Consultants content Fresh thinking for decision makers A world without agents? That is hardly the way to overcome market challenges Instead new agents models will help insurance

More information

Software development in distributed environments

Software development in distributed environments Software development in distributed environments Index Chapter 1. Software development model Chapter 2. Challenges Chapter 3. Remedy Chapter 4. Conclusions OPENSHPERE - Developing large projects in distributed

More information

Real Life Financial Planning For the Young Dental Professional A Dental Professional s Guide to Financial Security

Real Life Financial Planning For the Young Dental Professional A Dental Professional s Guide to Financial Security Real Life Financial Planning For the Young Dental Professional A Dental Professional s Guide to Financial Security Marshall W. Gifford & Todd D. Bramson 1 Introduction Why the title, Real Life Financial

More information

BINGO TRAINING. Last Updated August 2014

BINGO TRAINING. Last Updated August 2014 BINGO TRAINING Last Updated August 2014 Overview The Weekly Sunday Bingo at St John s is by far our greatest money maker. For the 2013-2014 Year, we made close to $225,000 in profit from Bingo. This effort

More information

5 costly mistakes you should avoid when developing new products

5 costly mistakes you should avoid when developing new products 5 costly mistakes you should avoid when developing new products By Paul Forsythe Managing Director at Alemare Solutions And Product Development expert with 25 years experience Hello, As you will know,

More information

Scope Of Services At Dataflurry Prospectus

Scope Of Services At Dataflurry Prospectus ------------- Scope Of Services At Dataflurry Prospectus Prospective Client Overview Overview Of Services Offered By Dataflurry To Increase Targeted Search Engine Traffic Overview Of Methodologies Used

More information

ROLAND BERGER STRATEGY CONSULTANTS CONTENT. Fresh thinking for decision makers

ROLAND BERGER STRATEGY CONSULTANTS CONTENT. Fresh thinking for decision makers ROLAND BERGER STRATEGY CONSULTANTS CONTENT Fresh thinking for decision makers Fueling engines of growth Without access to financial markets, small businesses need banks to fuel their growth And banks need

More information

Why Your SIEM Isn t Adding Value And Why It May Not Be The Tool s Fault. Best Practices Whitepaper June 18, 2014

Why Your SIEM Isn t Adding Value And Why It May Not Be The Tool s Fault. Best Practices Whitepaper June 18, 2014 Why Your SIEM Isn t Adding Value And Why It May Not Be The Tool s Fault Best Practices Whitepaper June 18, 2014 2 Table of Contents LIVING UP TO THE SALES PITCH... 3 THE INITIAL PURCHASE AND SELECTION

More information

Telemarketing Services Buyer's Guide By the purchasing experts at BuyerZone

Telemarketing Services Buyer's Guide By the purchasing experts at BuyerZone Introduction: reasons to outsource The main reason companies outsource telemarketing operations is that setting up a large scale telemarketing call center is expensive and complicated. First you ll need

More information

Top 5 Mistakes Made with Inventory Management for Online Stores

Top 5 Mistakes Made with Inventory Management for Online Stores Top 5 Mistakes Made with Inventory Management for Online Stores For any product you sell, you have an inventory. And whether that inventory fills dozens of warehouses across the country, or is simply stacked

More information

Point-Of-Sale Research Worksheet

Point-Of-Sale Research Worksheet Point-Of-Sale Research Worksheet This worksheet has been designed to ensure you get the information you need to properly evaluate and compare POS systems. Point-Of-Sale Research Worksheet Shopping for

More information

ROLAND BERGER STRATEGY CONSULTANTS CONTENT. Fresh thinking for decision makers

ROLAND BERGER STRATEGY CONSULTANTS CONTENT. Fresh thinking for decision makers ROLAND BERGER STRATEGY CONSULTANTS CONTENT Fresh thinking for decision makers Restoring profitability in life insurance Go and win a EUR 5 bn prize Dynamic in-force optimization is the key for success

More information

THEME: INDEPENDENT CONTRACTOR vs. EMPLOYEE. By John W. Day, MBA

THEME: INDEPENDENT CONTRACTOR vs. EMPLOYEE. By John W. Day, MBA THEME: INDEPENDENT CONTRACTOR vs. EMPLOYEE By John W. Day, MBA ACCOUNTING TERM: Independent Contractor An individual who contracts with an entity to perform a service independent of the entity s management

More information

Definitive Guide to Telemarketing helping you get maximum value from this business development resource

Definitive Guide to Telemarketing helping you get maximum value from this business development resource Definitive Guide to Telemarketing helping you get maximum value from this business development resource Introduction: Telemarketing/telesales (noun); the practice of marketing products and services by

More information

Why Do Software Selection Projects Fail?

Why Do Software Selection Projects Fail? Why Do Software Selection Projects Fail? 2012 Solutions All rights reserved Charles C. Chewning, Jr. cchewning@accountinglibrary.com http://www.accountinglibrary.com/ Why Do Software Selection Projects

More information

Arbs2U Is it right for me? 17 October 2014

Arbs2U Is it right for me? 17 October 2014 17 October 2014 Contents Section 1 Preface... 3 Document Feedback... 3 Section 2 Introducing Arbitrage... 4 A brief discussion on Betting... 4 What is Arbitrage?... 5 What are the risks involved?... 7

More information

How To Increase Your Odds Of Winning Scratch-Off Lottery Tickets!

How To Increase Your Odds Of Winning Scratch-Off Lottery Tickets! How To Increase Your Odds Of Winning Scratch-Off Lottery Tickets! Disclaimer: All of the information inside this report reflects my own personal opinion and my own personal experiences. I am in NO way

More information

Contents. Whitepaper. Benefits of payroll outsourcing PAGE 1

Contents. Whitepaper. Benefits of payroll outsourcing PAGE 1 Benefits of payroll outsourcing PAGE 1 Contents Introduction 2 Payroll outsourcing: The facts 4 Why outsource? 5 Bureau or managed payroll? 8 Debunking the myths 10 How to outsource your payroll 13 Benefits

More information

WHITE PAPER DEVELOPING A SUCCESSFUL WEBSITE RFP. Find the Right Web Development Partner through an Engaging and Informative RFP.

WHITE PAPER DEVELOPING A SUCCESSFUL WEBSITE RFP. Find the Right Web Development Partner through an Engaging and Informative RFP. WHITE PAPER DEVELOPING A SUCCESSFUL WEBSITE RFP Find the Right Web Development Partner through an Engaging and Informative RFP By Devin Gauthier INTRODUCTION So you ve decided to undertake a new website

More information

Understanding the ROI of Marketing Automation ERIC WEBB

Understanding the ROI of Marketing Automation ERIC WEBB Understanding the ROI of Marketing Automation ERIC WEBB Contents What is Marketing Automation?... 4 Could Marketing Automation Benefit Your Company?... 5 Understanding the Real Value of Automation... 6

More information

Outsourcing. Knowledge Summary

Outsourcing. Knowledge Summary Knowledge Summary Outsourcing P&SM professionals should have the knowledge and skills required to manage the outsourcing process and to advise colleagues of the most appropriate solution to obtain best

More information

7 Biggest Mistakes in Web Design 1

7 Biggest Mistakes in Web Design 1 7 Biggest Mistakes in Web Design 1 7 Biggest Mistakes in Web Design 2 Written by Senka Pupacic This is not a free e-book! Printing out more than one copy - or distributing it electronically is prohibited

More information

Six Steps to a Successful ERP Implementation

Six Steps to a Successful ERP Implementation Six Steps to a Successful ERP Implementation Enterprise Resource Planning WHITE PAPER June 2009 EXECUTIVE SUMMARY The process of implementing a new enterprise resource planning (ERP) solution is challenging,

More information

Get out of debt faster

Get out of debt faster Get out of debt faster Unleash the money-saving power of balance transfer credit cards. The Beginner s Guide to Balance Transfers Table of Contents creditcard.com.au Introduction 1 Balance Transfer Basics

More information

5 Frustrating Web Hosting Tasks You Will NEVER Be Forced To Do - EVER After You Move Your Web Hosting To The Anchor Partner Program

5 Frustrating Web Hosting Tasks You Will NEVER Be Forced To Do - EVER After You Move Your Web Hosting To The Anchor Partner Program PARTNER PROGRAM Why join? 5 Frustrating Web Hosting Tasks You Will NEVER Be Forced To Do - EVER After You Move Your Web Hosting To The Anchor Partner Program Providing web-hosting for your clients is a

More information

Law firms and the 7 Ps. Why is there no real legal marketing?

Law firms and the 7 Ps. Why is there no real legal marketing? . Why is there no real legal marketing? The past. I first joined a law firm in 2006. At that point most law firm marketing & business development teams comprised marketing generalists. In the eyes of the

More information

Contractors Guide to Choosing an Accountant

Contractors Guide to Choosing an Accountant Contractors Guide to Choosing an Accountant Genie Accountancy have produced this guide to illustrate the importance of selecting the correct accountant, an accountant who will strive to support your business

More information

Service Level Agreements

Service Level Agreements Service Level Agreements Service Level Agreements What is a Service Level Agreement? A Service Level Agreement (or SLA) is the part of a contract which defines exactly what services a service provider

More information

Unlimited Business Financing Without A Personal Guarantee!

Unlimited Business Financing Without A Personal Guarantee! Unlimited Business Financing Without A Personal Guarantee! Now YOU Can Have ALL The Business Credit You Need Faster Than You Thought Possible! Finally a Business Credit Asset that will Rid You of Business

More information

IT & Small Businesses. It can help grow your small business and cut cost where you never thought possible.

IT & Small Businesses. It can help grow your small business and cut cost where you never thought possible. It can help grow your small business and cut cost where you never thought possible. Contents Introduction Cutting Cost Saving Time Creating a Competitive Advantages Conclusion 3 4 9 12 13 2 Title of the

More information

Using An Agency To Support. you need to know. What the AdWords Update Means for Your Paid Search Strategy. hanapinmarketing.com

Using An Agency To Support. you need to know. What the AdWords Update Means for Your Paid Search Strategy. hanapinmarketing.com Using An Agency To Support Google s Enhanced (Not Replace) Your In-House PPC Team - 5 things Campaigns you need to know What the AdWords Update Means for Your Paid Search Strategy Using An Agency To Support

More information

Guideline to purchase a CRM Solution

Guideline to purchase a CRM Solution Guideline to purchase a CRM Solution esphere Whitepaper Content list Introduction... 3 Challenges... 3 Overview... 4 Define Your CRM Requirements and Business Objectives and start gather information...

More information

ATTORNEYS, MANAGERS AND THE ASSOCIATION

ATTORNEYS, MANAGERS AND THE ASSOCIATION ATTORNEYS, MANAGERS AND THE ASSOCIATION 5235617 Attorneys, Managers and the Association Serving and Surviving In A Unique Relationship By Matthew Perlstein, Esq. (Reprinted with Permission) INTRODUCTION

More information

10 How to Accomplish SaaS

10 How to Accomplish SaaS 10 How to Accomplish SaaS When a business migrates from a traditional on-premises software application model, to a Software as a Service, software delivery model, there are a few changes that a businesses

More information

Copyright (c) 2015 Christopher Small and The Art of Lawyering. All rights reserved.

Copyright (c) 2015 Christopher Small and The Art of Lawyering. All rights reserved. Copyright (c) 2015 Christopher Small and The Art of Lawyering. All rights reserved. 1 In this special report, I ll be sharing with you the ten biggest mistakes that lawyers make when marketing their law

More information

ERP Software and Your Business

ERP Software and Your Business CRM-ERP.com ERP Software and Your Business Choosing and Implementing the ERP Software Solution that Provides the Most Benefit to Your Company White Paper June 2008 ERP Software and Your Business Choosing

More information

When companies purchase an integrated learning

When companies purchase an integrated learning Feature 2. Project team members are required to perform their regular responsibilities in addition to committing their time to the implementation. Organizations can overcome these challenges if they find

More information

IMPROVE YOUR ODDS OF FINDING THE RIGHT OUTSOURCING PARTNER Product No. 10049

IMPROVE YOUR ODDS OF FINDING THE RIGHT OUTSOURCING PARTNER Product No. 10049 IMPROVE YOUR ODDS OF FINDING THE RIGHT OUTSOURCING PARTNER Improve Your Odds of Finding the Right Outsourcing Partner Abstract Customer contact outsourcing can be a complex and challenging task. Are you

More information

Making the Case for Service Recovery - Customer Retention

Making the Case for Service Recovery - Customer Retention Making the Case for Service Recovery - Customer Retention Service Recovery is one of the key ingredient s to good service, leading to happy customers and we all know happy customers are very good for business,

More information

Social Business Plan Template

Social Business Plan Template Social Business Plan Template Your one page plan... 3 Your service from your customer s point of view... 3 Market research... 3 Vision, mission and objectives... 6 What will you do? (your activities)...

More information

Week 5: Expected value and Betting systems

Week 5: Expected value and Betting systems Week 5: Expected value and Betting systems Random variable A random variable represents a measurement in a random experiment. We usually denote random variable with capital letter X, Y,. If S is the sample

More information

Consumer Awareness Guide. Using Recruitment Agencies

Consumer Awareness Guide. Using Recruitment Agencies Consumer Awareness Guide Using Recruitment Agencies Prepared By Ian M Campbell Avenue Scotland Introduction At Avenue Scotland, we take great pride in the honest, professional service we provide. We have

More information

Club Accounts. 2011 Question 6.

Club Accounts. 2011 Question 6. Club Accounts. 2011 Question 6. Anyone familiar with Farm Accounts or Service Firms (notes for both topics are back on the webpage you found this on), will have no trouble with Club Accounts. Essentially

More information

7 steps to choosing the right IT support company.

7 steps to choosing the right IT support company. 7 steps to choosing the right IT support company. If you want to ensure the process is hassle free and meets the requirements of your business this guide will take you through the correct process step

More information

5 Ways to Simplify Your Human Capital Management System

5 Ways to Simplify Your Human Capital Management System 5 Ways to Simplify Your Human Capital Management System 1 Most business leaders will say that their employees are the company s most valuable asset, but are they handling them as such? Human capital management

More information

13 Mistakes Common in DRUNK DRIVING WEBSITES

13 Mistakes Common in DRUNK DRIVING WEBSITES 13 Mistakes Common in DRUNK DRIVING WEBSITES by Jim Pawell www.jamespublishing.com 714-755-5472 direct jimpawell@jamespublishing.com The number of people searching for drunk driving information on the

More information

HOW TO BOOST YOUR CREDIT IN 30 DAYS OR LESS

HOW TO BOOST YOUR CREDIT IN 30 DAYS OR LESS HOW TO BOOST YOUR CREDIT IN 30 DAYS OR LESS By The Arizona Credit Law Group, PLLC A consumer rights law firm Learn how to improve your credit using 5 simple rules No tricks, no gimmicks, just facts. The

More information

Harnessing the Untapped Potential of EHR Systems

Harnessing the Untapped Potential of EHR Systems CASE STUDY Harnessing the Untapped Potential of EHR Systems TalkChart Transforms the Documentation Efficiency of the Child & Adolescent Psychiatry Department of a Large Academic Institution Electronic

More information

MANAGING SIGNIFICANT WEALTH EVENTS

MANAGING SIGNIFICANT WEALTH EVENTS MANAGING SIGNIFICANT WEALTH EVENTS Providing knowledge and experience to help you with the important decisions you ll need to make. [ ] MANAGING SIGNIFICANT WEALTH EVENTS A SIGNIFICANT WEALTH EVENT BRINGS

More information

AS CEOS NEAR THE END OF THEIR CAREERS, THEY MUST NAVIGATE THE SUCCESSION

AS CEOS NEAR THE END OF THEIR CAREERS, THEY MUST NAVIGATE THE SUCCESSION 16_Berger 10/13/10 4:21 PM Page 169 Chapter 16 CEO Succession Planning Marshall Goldsmith, Executive Coach Leadership Development and Behavioral Change AS CEOS NEAR THE END OF THEIR CAREERS, THEY MUST

More information

A Guide to Hiring a SEO Service Provider

A Guide to Hiring a SEO Service Provider A Guide to Hiring a SEO Service Provider 7 things you need to know and understand before hiring The key differences between good and bad SEO service providers 12 questions that you must ask (and have answered)

More information

Lead Scoring: The Smarketer s Guide

Lead Scoring: The Smarketer s Guide Lead Scoring: The Smarketer s Guide I m sure your salespeople would agree that not all leads are created equal, and marketers should too. By working together, your two teams can coordinate for better profits,

More information

White Paper by Hannah Kain, CEO, ALOM. Avoid The Unit Cost Trap

White Paper by Hannah Kain, CEO, ALOM. Avoid The Unit Cost Trap White Paper by Hannah Kain, CEO, ALOM Avoid The Unit Cost Trap Summary When researching a fulfillment and supply chain vendor, many companies put themselves at risk by focusing only on the easy-to-compare

More information

FACTS YOU SHOULD KNOW ABOUT NEGOTIATED DEBT SETTLEMENTS

FACTS YOU SHOULD KNOW ABOUT NEGOTIATED DEBT SETTLEMENTS FACTS YOU SHOULD KNOW ABOUT NEGOTIATED DEBT SETTLEMENTS Cornerstone Financial Counselors Copyright July 2003 FACTS YOU SHOULD KNOW ABOUT NEGOTIATED DEBT SETTLEMENTS Introduction Negotiating debt settlements

More information

Ten Steps to Success in New Business Ventures

Ten Steps to Success in New Business Ventures by Matthew Simmons part-time Marketing Director Introduction Let's set the scene - you are an entrepreneur who has invented a great idea, or perhaps you are a manager in a larger organisation who is about

More information

Reputation Management for Local Businesses: Protect Your Image

Reputation Management for Local Businesses: Protect Your Image By: James Iannelli RI Reputation Management www.reputationmanagementri.com (401) 316-2931 1 Introduction As a business owner, you already know that managing a business is a LOT of work; from keeping the

More information

(WEB SITE MANAGEMENT) Motto: PLAN FOR THE FUTURE. Motto: PLAN FOR THE FUTURE. Motto: PLAN BEFORE YOU START CODING

(WEB SITE MANAGEMENT) Motto: PLAN FOR THE FUTURE. Motto: PLAN FOR THE FUTURE. Motto: PLAN BEFORE YOU START CODING (WEB SITE MANAGEMENT) Upgrade or Start Over Some people think that scratching their old web-site and starting a brand new one is easier than trying to upgrade the web-site. Don t forget that No web-site

More information

BetInfo24 Betfair Trading Strategy

BetInfo24 Betfair Trading Strategy BetInfo24 Betfair Trading Strategy All rights reserved BetInfo24 has been identified as the author of this work. The right has been asserted in accordance with the copyright, designs and patents act 1988.

More information

2 HOW DOES TRADING WORK?. 4 HOW THE SYSTEM WORKS. 6 WHAT IF IT GOES WRONG?. 13 A RECAP. 15 BANKROLL. 16 A SUCCESSFUL TRADE EXAMPLE.

2 HOW DOES TRADING WORK?. 4 HOW THE SYSTEM WORKS. 6 WHAT IF IT GOES WRONG?. 13 A RECAP. 15 BANKROLL. 16 A SUCCESSFUL TRADE EXAMPLE. Disclaimer Please make sure you read this disclaimer all the way through and contact us if there is anything you don't understand before you use the contents of this guide. We always recommend that you

More information

Guide to choosing a Consultant

Guide to choosing a Consultant Guide to choosing a Consultant Contents 1. Background: about this resource... 1 2. The process of selecting, engaging and managing consultants... 1 Stage 1: Do we really need a consultant or contractor

More information

Outsourcing. Definitions. Outsourcing Strategy. Potential Advantages of an Outsourced Service. Procurement Process

Outsourcing. Definitions. Outsourcing Strategy. Potential Advantages of an Outsourced Service. Procurement Process CIPS takes the view that the outsourcing of services to specialist providers can often lead to better quality of services and increased value for money. Purchasing and supply management professionals should

More information

How to open an account

How to open an account If you like a flutter on the horses or any other sport then I would strongly recommend Betfair to place those bets. I find it amazing the number of people still using high street bookmakers which offer

More information

Common Myths About Personal Injury and Wrongful Death Cases 1. By B. Keith Williams

Common Myths About Personal Injury and Wrongful Death Cases 1. By B. Keith Williams Common Myths About Personal Injury and Wrongful Death Cases 1 By B. Keith Williams There are several myths about accident cases and the attorneys that handle them. It is important to keep these myths in

More information

This Method will show you exactly how you can profit from this specific online casino and beat them at their own game.

This Method will show you exactly how you can profit from this specific online casino and beat them at their own game. This Method will show you exactly how you can profit from this specific online casino and beat them at their own game. It s NOT complicated, and you DON T need a degree in mathematics or statistics to

More information

Introduction to CiCS Agile Projects

Introduction to CiCS Agile Projects Introduction to CiCS Agile Projects This is an introduction to how we run CiCS projects. It s written for people who will be involved in our projects, but may be of interest more generally. Background

More information

Practical Problem Solving Dr. Chris Williams

Practical Problem Solving Dr. Chris Williams Practical Problem Solving Dr. Chris Williams Overcoming Depression A Five Areas Approach 2 Acknowledgement Practical Problem Solving is part of a longer self-help workbook called Overcoming Depression:

More information

Small Business CRM Vendor Selection Process

Small Business CRM Vendor Selection Process Small Business CRM Vendor Selection Process Salesboom.com Need help in selecting a Small business CRM software vendor for your Small business? Looking for Web based Contact Management or Sales Management

More information

Your Complete Guide to Building vs Outsourcing Your Company s Service Desk

Your Complete Guide to Building vs Outsourcing Your Company s Service Desk Your Complete Guide to Building vs Outsourcing Your Company s Service Desk Over the past few decades, organizations have made unparalleled strides toward improving customer experiences through a combination

More information

22 Questions You Should Ask Your Computer Consultant

22 Questions You Should Ask Your Computer Consultant 22 Questions You Should Ask Your Computer Consultant BEFORE HIRING THEM TO SUPPORT YOUR NETWORK Stuart J. Bryan I-M TECHNOLOGY, LLC 131 PROVIDENCE STREET, TAFTVILLE, CT 06380 22 Questions You Should Ask

More information

A Practical Guide to Seasonal Staffing Alternatives

A Practical Guide to Seasonal Staffing Alternatives A Practical Guide to Seasonal Staffing Alternatives It s summer and time to plan for your peak staffing needs for the busy holiday season. While your base staff will carry you throughout the summer, you

More information

Forward Booking Appointments: How to Fill Your Appointment Schedule. Karen E. Felsted, CPA, MS, DVM, CVPM, CVA Karyn Gavzer, MBA, CVPM

Forward Booking Appointments: How to Fill Your Appointment Schedule. Karen E. Felsted, CPA, MS, DVM, CVPM, CVA Karyn Gavzer, MBA, CVPM Forward Booking Appointments: How to Fill Your Appointment Schedule Karen E. Felsted, CPA, MS, DVM, CVPM, CVA Karyn Gavzer, MBA, CVPM Executive Summary: Forward Booking Appointments 1. Forward booking

More information

Selecting an ISP. 45% of people in the EU would change ISP if necessary to get a faster Internet connection. (Source: EC)

Selecting an ISP. 45% of people in the EU would change ISP if necessary to get a faster Internet connection. (Source: EC) Selecting an ISP The internet has transformed business - but whether you are selling goods through an e-commerce site, providing an online-based service yourself, or simply sending emails and browsing

More information

5 Ways To Manage The Rising Costs Of Benefits

5 Ways To Manage The Rising Costs Of Benefits WHITE PAPER 5 Ways To Manage The Rising Costs Of Benefits How to Get the Package You Need Without Breaking the Bank 1 Seventy-five percent of US workers consider a health plan to be the most important

More information

A Guide to Carrying Out a SWOT Analysis Introduction

A Guide to Carrying Out a SWOT Analysis Introduction A Guide to Carrying Out a SWOT Analysis Introduction Resource 1.4 A SWOT (strengths, weaknesses, opportunities and threats) analysis is often done as part of the process of developing a business plan or

More information

Law Firm MANAGEMENT. Is outsourcing right for your firm? For good referrals, ask good questions. How to use leverage to your firm s advantage

Law Firm MANAGEMENT. Is outsourcing right for your firm? For good referrals, ask good questions. How to use leverage to your firm s advantage Law Firm MANAGEMENT Is outsourcing right for your firm? Eye on associates Tips for effective performance-based compensation For good referrals, ask good questions How to use leverage to your firm s advantage

More information

Writing a marketing plan

Writing a marketing plan Writing a marketing plan 1 Contents 1 Writing a marketing plan 3 1.1 Tips for writing a marketing plan 1.2 Link to your strategy 1.3 Make it happen 2 Structure of a marketing plan 4-7 2.1 Introduction

More information

Choosing A Service Provider:

Choosing A Service Provider: Choosing A Service Provider: Small businesses face many challenges every day finding good IT support is one of them. IT support can present unique challenges to business owners because many people feel

More information

Would You Like To Earn $1000 s With The Click Of A Button?

Would You Like To Earn $1000 s With The Click Of A Button? Would You Like To Earn $1000 s With The Click Of A Button? (Follow these easy step by step instructions and you will) This Version of the ebook is for all countries other than the USA. If you need the

More information

Seven Things You Must Know Before Hiring a Divorce Lawyer

Seven Things You Must Know Before Hiring a Divorce Lawyer Seven Things You Must Know Before Hiring a Divorce Lawyer Introduction Divorce is a stressful time for everyone. Whether you ve been together for 3 months or 30 years, it s important that you follow through

More information

The power of money management

The power of money management The power of money management One trader lost ($3000) during the course of a year trading one contract of system A. Another trader makes $25,000 trading the same system that year. One trader makes $24,000

More information

Top 10 Costly Mistakes to Avoid in Hiring a Virtual Assistant (V.A.)

Top 10 Costly Mistakes to Avoid in Hiring a Virtual Assistant (V.A.) Top 10 Costly Mistakes to Avoid in Hiring a Virtual Assistant (V.A.) The process of hiring somebody or recruiting a staff plays an important role in every business. With the advent of virtual workers,

More information

Probability and Expected Value

Probability and Expected Value Probability and Expected Value This handout provides an introduction to probability and expected value. Some of you may already be familiar with some of these topics. Probability and expected value are

More information

Björn Bäckström, Lars Olsén and Simon Renström Copyright 2011 ClaroBet AB. Updated: May. 12, 11 You may not distribute or copy any of the text or use

Björn Bäckström, Lars Olsén and Simon Renström Copyright 2011 ClaroBet AB. Updated: May. 12, 11 You may not distribute or copy any of the text or use Björn Bäckström, Lars Olsén and Simon Renström Copyright 2011 ClaroBet AB. Updated: May. 12, 11 You may not distribute or copy any of the text or use it in any other way except for personal use, without

More information

Section 7C: The Law of Large Numbers

Section 7C: The Law of Large Numbers Section 7C: The Law of Large Numbers Example. You flip a coin 00 times. Suppose the coin is fair. How many times would you expect to get heads? tails? One would expect a fair coin to come up heads half

More information