PS Pulse Articles by: lori.ellsworth

Unlocking the Customer Value – Professional Services As a Key Driver of the Customer Lifecycle

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By Lori Ellsworth, SVP and General Manager, Compuware Changepoint - December 14, 2011

Today, businesses understand that their relationship with the customer is not about the initial sale. That first transaction is simply the first stepping stone in what one hopes will be a long and mutually satisfying journey. To enable that journey – and ultimately the customer’s happiness – the entire organization must be engaged across the entire customer lifecycle in ma ...Read More

Broadening the Business Case for Professional Services Automation

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By Lori Ellsworth, Senior Vice President and General Manager, Compuware Changepoint - September 1, 2011

The business case for a professional services automation (PSA) solution is very well understood by the services executive.  If you are at the helm of a growing services organization, you can readily recognize the value of PSA in helping you to manage your billable resources more effectively, streamline operational efficiency, manage services projects and engagements more holistically, a ...Read More

6 Ways to Cultivate Soft Skills in Your PSO

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By Lori Ellsworth, SVP and General Manager, Compuware - May 27, 2011

The make up and focus of the embedded services organization has changed dramatically over the last ten years.  Here are just a few of the ways the services picture has evolved  - particularly within the technology sector where embedded services organizations are rapidly gaining traction and where we at Compuware are spending a great deal of focus these days: The rise of  &qu ...Read More

Improving the Financial Management of Your Services Business

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By Lori Ellsworth, Vice President, Compuware Changepoint - February 2, 2011

Financial systems and controls are fundamental tools for operating any business. They generate reliable accounting statements and automate financial policies and processes necessary for corporate governance and risk mitigation. However, if you are at the helm of a rapidly growing professional services operation, you probably know the pain of managing the financial view of your services bus ...Read More

Scaling Services Excellence

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By Lori Ellsworth, Vice President, Compuware Changepoint - December 15, 2010

Recently, I was speaking with the head of a large professional services organization within a technology company. His team is rapidly expanding in size as the business increasingly turns to services as a key driver for product sales enablement and customer satisfaction.   Like many service executives today, he is looking to scale services excellence across his global organizat ...Read More

Services as an Agent for Organizational Change

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By Lori Ellsworth, Vice President, Compuware Changepoint - August 13, 2010

The world around you is changing. Your company has recognized the strategic value of professional services, and has acknowledged that your organization can be an engine for revenue growth, competitive differentiation and customer satisfaction. But now the work begins.   As a services executive, you and your team are now more active participants in the broader business mission, a ro ...Read More