The very limited research and, critically, all
of the anecdotal evidence associated with this
dilemma are absolutely clear: To be successful,
firms have go to market in substantially
different ways depending on which market
segment each service is competing in. In each
of our 20-plus years of experience working in
professional service firms, we have seen some
firms address this issue well, but most firms
do so poorly.
The successful ones always start by being
absolutely clear which segments they are
competing in and how their offer is differentiated
from their competitors. So, if that is
always the starting point, how do all firms
actually make sure they know which segment
they are competing in?
There are a number of segmentation models
in use, but we will use the one Rob Lees
and Jack Gabarro created specifically for
professional service firms and which some
readers will know from Harvard Business
School’s Leading Professional Service Firms.
That program is included in the book When
Professionals Have to Lead, authored by
Lees, Gabarro, and Tom De Long.