About the Author

James "Alex" Alexander, Ed.D, is the founder of Alexander Consulting, a management consultancy that helps product companies create and implement services strategies. He researches, publishes, trains, and speaks on the critical issues services leaders face. Alex has authored or co-authored over 80 articles, three white papers, five research reports, and three books and has taught at universities in the U.S., Europe, and Mexico. Alex was selected as the services pundit for IBM Global Services 2003 Headlights Program. Furthermore, he served as the U.S. Department of Commerce’s e-business subject-matter expert for its Inter-American E-Business Fellowship Program. Finally, Alex is a trusted advisor and executive coach to many senior executives of leading services organizations, helping them navigate the journey from business-as-usual to business-as-exceptional.