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Dr. James Alexander, founder of Alexander Consulting, is a services thought leader and the premier researcher, writer, and speaker on the topic of services strategy and transitioning services from free to fee. He has authored or co-authored over 100 articles, three white papers, five research reports, and three books (including his just launched Seriously Selling Services). Jim has taught at major universities in the U.S., Europe, and Mexico, and was selected as the "Services Pundit" for IBM Global Services 2003 Headlights Program.
In addition, he was the U.S. Department of Commerce's e-business subject-matter expert for their Latin American e-business Fellowship Program From 2001 through 2004. For seven years Jim served as AFSMI's vice president of professional services where he was tasked with identifying critical service trends and issue, defining benchmarks and best practices, and clearly articulating this information to the business world.
He is an active practitioner committed to advancing the body of knowledge of services within product companies. He has given speeches, headed workshops, and consulted across the Americas, Europe, and Asia Pacific on the creation, strategy, management, marketing, and selling of services.
Furthermore, Jim is a trusted advisor and executive coach to many senior executives, helping them navigate the journey from business-as-usual to business-as-exceptional, high-performance, services businesses (see
Our Clients).
Bob is a proven services executive knowledgeable
in all aspects of successfully running
services businesses. As Emerson Electric’s
global vice president of service, he
traveled the globe championing the creation
of services businesses inside Emerson.
Bob successfully built Liebert Services
from $20M to a very profitable $250M
global business.
In addition, Bob took services at
Diebold from $10M to $220M in 15 years,
while doubling the profit percentage.
With his strong focus on business
development, Bob has successfully
managed 10 services acquisitions.
In 1995, he was honored as AFSMI’s
(the global services association)
Man of the Year.
Alexander Consulting senior consultant,
is an internationally recognized authority
and thought leader on services strategy,
marketing and selling, customer care
and service professionalism and is
frequently invited to speak at service
conferences throughout the world.
Based in Sweden, Kevin has over 30
years' practical experience in the
computer, private telecoms and public
telecoms service sectors. Kevin has
held several senior positions within
the Ericsson group including head
of services planning, regional services
manager Asia-Pacific and subsequently
director of global services at Ericsson's
Business Systems Division. He has
also directed Ericsson services
innovation and professional services
strategic marketing functions. During
his tenure at Ericsson, he was involved
in a number of major transitional
projects including global capital
rationalization, Ericsson of Tomorrow,
and Ericsson's internal think-tank.
Since 1988, Kevin has also been engaged
in services business training, and is now a visiting professor
of service management at Liverpool
John Moores University's faculty of
engineering. From 1996 to 2003, he
served as the vice president for EMEA
on the international board of directors
of AFSMI (Association for Services
Management International), where he
chaired AFSMI's initiatives in professional
services and service marketing. He
was also the main instigator of AFSMI's
involvement in higher-level management
education, formulating the core requirements
for a Masters-level degree in services
management. In 2003, he became the
first European to receive the prestigious
George O. Harmon Award for outstanding
contributions to the services industry.
Kevin has held board positions in
UK- and Swedish-based organizations.
He is a member of the Institute of
Directors in the UK, and of the prestigious
Service Research Center at Karlstad
University in Sweden. He speaks English
and Swedish fluently and has an understanding
of Norwegian, Danish, French, and German.
He is also ITIL-certified.
Wilhelm Lembeck is a 30-year technology services veteran having led highly successful services business at both Siemens and Tyco. Well -ersed in running all aspects of a services business, Wilhelm excels in operations. A Six Sigma Black Belt, he is an expert in improving productivity through process analysis, reengineering, and the implementation of tailored best practices. His deep knowledge and practical insights have helped clients save hundreds of millions of dollars.
Wilhelm has lived and worked in five corners of the world and is competent in several languages. He has leveraged this experience and capabilities to merge, integrate, and refocus businesses from varying cultures.
A master at solving big services problems, Wilhelm’s diverse skills have positively impacted a host of challenges—from fixing warranty transactions to bumping up customer satisfaction, to driving service operations efficiencies.
David is senior strategic marketing
communications consultant. David offers
extensive expertise in developing
strategic marketing communications
plans and business plans in both the
corporate and non-profit world. Specializing
in the development of strategic marketing
and communications campaigns for hundreds
of companies, he has generated hundreds
of millions of dollars in increased
sales for his clients. Some of these
clients include IBM, Wendy’s,
Microsoft, Sony, Navigant, Xerox,
Kendle International, Ingram, 3Com,
Cisco, the Midwest Energy Efficiency
Alliance, Break the Cycle, Inner-City
Teaching Corps, and many more.
David also is versed in world-class Internet-related
marketing services, including email,
banner ads, Web traffic generation,
organic search engine optimization,
and a vast network of affiliate marketers.
In his early career, David was head
of marketing for a national computer
reseller and was the chief architect
and implementer of a fast-growth strategy
that took the organization from three
to 30 locations, and grew sales from
$17 million to $650 million in four
years. It was during his tenure there
that David graduated from the prestigious
IBM President’s Circle, an executive
MBA course.
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James
A. Alexander, Ed.D.
Bob
Yopko
David
Rippe