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Who We Are

SPI Research’s two principals, Jeanne Urich and Dave Hofferberth have brought together over fifty-five years of combined experience in workforce productivity, from both a consulting and analyst perspective. They bring a unique market competence that enables them to help clients clearly understand market dynamics and quickly focus on steps to improve performance.

Service Performance Insight principal, Jeanne Urich, has been both a professional service executive for over twenty years as well as a management consultant specializing in business transformation for companies engaged in delivering services.

Service Performance Insight’s founder and other principal, R. David Hofferberth, P.E., has championed solutions for the professional services sector for over a decade. In addition to providing guidance for hundreds of Independent Software Vendor (ISVs) clients over the years, our ongoing work with business and technology media enables our clients to remain informed and in front of the buying public. Hofferberth regularly consults with Professional Services Organizations and financial institutions.

Jeanne Urich

Jeanne UrichService Performance Insight Managing Director, Jeanne Urich. Jeanne is a Management Consultant who specializes in helping technology companies improve the performance of their service organizations. Her focus areas include: Strategy, Finance and Operations, Human Capital Alignment, Service Execution and Client Relationships, Service Sales, Marketing and Alliances.

She brings more than twenty-five years of senior service, sales, operations and marketing management experience at leading high technology companies to every consulting project. She has been a corporate officer and leader of the worldwide service organizations of Vignette, Blue Martini and Clarify. In each of these roles, she led the growth of their Professional Services, Education, Account Management and Alliances organizations.

Prior to her role as a technology executive she held senior management roles in services, operations, marketing and sales at Tandem and Digital Equipment Corporation.

Jeanne helps companies develop new strategies to evolve from a product-dominated business model to a solutions-centric approach. She teaches companies how to understand and maximize the value from their service organizations – not only in tangible revenue and margin improvement but also in harvesting the intangible value of employee and customer retention and loyalty.

She earned a Bachelor’s degree in Mathematics and Computer Science (Magna Cum Laude and Phi Beta Kappa) from Vanderbilt University in Nashville, Tennessee. She also graduated from the Stanford and Brown University Executive Management programs in Marketing and Financial Services. She is an Advisory Board member of www.psvillage.com, a preeminent on-line community for services executives. She is also a contributing author of Tips from the Trenches – the Collective Wisdom of over 100 Professional Service Leaders. She is a frequent speaker and author on Leadership, Services, Operations and Marketing topics.

R. David Hofferberth, P.E.

Dave HofferberthService Performance Insight Managing Director, R. David Hofferberth, P.E. has over 20 years experience in information technology (IT) serving as an industry analyst, product director and consultant. Hofferberth’s research is focused on the services economy, and in particular, on white-collar productivity issues and the technologies that help people perform at their highest capacity.

Hofferberth’s background is extensive in services productivity beginning in the early 1980’s. In 1999, he introduced to the market the solution area now known as Professional Services Automation (PSA), when he published the seminal report titled: Professional Services Automation: Increasing Efficiencies and Profitability in Professional Services Organizations. This report helped define the PSA market and introduced the concepts behind PSA to thousands of services organizations, as well as to members of the independent software vendor (ISV) community.

Dave has spoken about PSA and Enterprise Resource Planning (ERP) around the world and has provided consulting services to services-driven organizations to assist them in the selection, purchase, deployment, use and evaluation of business applications. He has also advised ISVs on market and product strategy. His background also includes the management of application development teams and analytical tool development to support business decision-making processes.

Hofferberth earned an MBA from Duke University and a BS in Industrial Engineering from the University of Tennessee. He is also a licensed Professional Engineer (PE).

SPI Partners

Service Performance Insight works with a variety of organizations that support the people, processes, capital and underlying technologies that affect the services sector. These organizations include:

Partners