2025年专业服务成熟度基准

Service Performance Insight Service Performance Insight, LLC(SPIResearch) is a global research, consulting, and training organizationdedicated to helping professional service organizations (PSOs) make quantum improvements in productivity andprofit. In2007, SPI developed thePS Maturity Model™as a strategic planning and management framework. It isnow theindustry-leading performance improvement tool over 50,000 service-and project-oriented organizationsuse to chart their course to service excellence. The core tenet of the PS Maturity Model™isthatPSOs achievesuccess through the optimization of five Service PerformancePillars™: LeadershipClient RelationshipTalentService ExecutionFinance & Operations The SPI Advantage–Research Service Performance Insight provides clients and industry audiences with an informed and actionable third-partyperspective. Our market research and reporting help buyers and sellers of information technology-basedsolutions maximize the effectiveness of solution development, selection, deployment, and use. The SPI Advantage–Consultingand Scorecards The PS Maturity™Scorecard benchmarks PSOs against industry peers across 165+ critical metrics, providing adata-driven framework and roadmap and to achieve Level 5 maturity within each of the Service PerformancePillars™. In 2024, firms at Level 5 saw, on average, a 739% increase in revenue growth, 537% boost in profitmargins, and a 71% improvement in billable utilization over Level 1 organizations. For moreinformationon how thescorecard can benefit you or to share your feedback on this research, pleaseemail: info@spiresearch.com For more information on Service Performance Insight, please visit: www.spiresearch.com The information in this publication has been obtained from sources Service Performance Insight believes to be reliable but not guaranteed by SPIResearch. All forecasts, analyses, recommendations, etc., whether delivered orally or in writing, are the opinions of SPI Research consultants and, whilemade in good faith and based on theinformation before us at the time, should be considered and reliedon as such. Client agrees to indemnify and holdharmless SPI Research, its consultants, affiliates, employees, and contractors for any claims or losses, monetary or otherwise, resulting from usingstrategies, programs, counsel, or information provided tothe client by SPI Research or its affiliates. The trademarks and registered trademarks of the corporations mentioned in this publication are the property of their respective holders. ©2025ServicePerformance Insight,Knoxville, TN, USA Table of Contents Executive Summary............................................................................................................1About the Professional Service Maturity™Benchmark...........................................................3Report Organization............................................................................................................5 Foreword............................................................................................................................72024 in Review: A Year of Lessons.......................................................................................7Five-Year Trends: Lessons from the Past, Opportunities for the Future..................................82025, A Year of Action.......................................................................................................10Looking Ahead..................................................................................................................12 2.The Professional Services Maturity™Model..................................................13 Service Performance Pillars™.............................................................................................14Professional Services Maturity™Model Benchmark Levels..................................................15Professional Services Maturity™Model Construction..........................................................17Does Professional Services Maturity Matter?.....................................................................19 3.Survey Demographics.................................................................................23 The North American Professional Services Market..............................................................24PS Maturity™Benchmark Vertical Market Demographics....................................................27 4.High-Performance Professional Services Organizations................................41 Planning...........................................................................................................................56Client Relationship Management (CRM).............................................................................59Human Capital Management (HCM)..................................................................................62Professional Services Automation (PSA).....................................