Contributing Writer
Biography
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Services in the Age of SMBs
One outcome of the dot-com bubble was that it widely propagated technology that, when used correctly, gave small and midsize businesses the same capability as…
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The Lure of Services Automation
I have written here and elsewhere about the desirability of services as a high-margin alternative to product sales for VARs that are seeking to increase…
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The Service Delivery Continuum: Implications for Solution Providers
Solution providers are looking for differentiation as commoditization relentlessly reduces the margin on IT hardware and software sales. The differentiator that many have chosen is…
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Process Improvement v. Outsourcing
Process improvement caused a fair amount of excitement a few years ago in the business management community. Thanks primarily to efforts by such corporate giants…
