Take part in TSIA annual survey that addresses adoption, satisfaction, and planned spending for commonly used technologies including CRM, knowledge management, enterprise search, web collaboration, online communities, social media monitoring, analytic platforms, and learning management. Open to all; the benefits are many!
TSIA's 9th annual Tehnology Survey is now open! This survey covers 24 categories of tools and services used by customer support, professional services, education services, managed services and field service. The survey is open to everyone (not just TSIA members), and if you complete the survey, you will receive a copy of the resulting research report, “The 2014 TSIA Heatmap,” which discusses adoption levels of each category and top technology trends related to service organizations.
social media monitoring,
TSIA vice president of field services research Vele Galovski describes how to get past the five stages of grieving to achieve significant breakthroughs in benchmarking. "If you understand the stages and recognize where you stand in the process, you can move through the whole thing much faster."
"Established players in the enterprise software industry have potentially the biggest pricing headache in the history of the world: The SaaS Price."
Let’s Start with Software
At some point in the distant past, a manager inside a software company made an absolutely brilliant decision. The name of the individual is lost to history, but the brilliance cannot be denied. It was simple really, and necessary. When we install our software onto the company’s hardware, he reasoned, the software will work perfectly. From there, it’s all downhill. Over time, the company will change their requirements. They will upgrade their hardware and expect our software to continue working. They will want our software to talk to other software. They will change processes, and new best practices will emerge. The user base will evolve. Each of these changes will decrease the usefulness of our software to the customer.
"If you currently do not have a strategy for a managed services offering, it is time to start considering one. If you already have a managed services offering, it is critical to understand where you are compared to your peers and the industry."
The world of tech is changing. Consumers of enterprise technology have voted with their wallets. They are concerned with the lack of return on investment for their infrastructure technology expenditures. They are frustrated with the ever-increasing complexity of their IT solutions driven by the rise in software centricity and network dependency.
“As an organization looks to evolve its sales, product, and service delivery capabilities, it must equally invest in its operational capabilities so that it has the greatest chance to execute with the consistency and predictability necessary to meet short-term performance goals, and invest in future growth.”
In recently working with a major software company, it became quickly apparent that this organization was a great example of the scenario many captive services businesses face as the high-tech industry continues to evolve. Experiencing declining revenue and margin, this organization is introducing significant change to align and execute against new go-to-market strategies, but the organization’s operational maturity and supporting infrastructure will have to rapidly progress to support performance goals and its ability to invest in developing strategic capabilities.
With the introduction of the new B4B model, there’s never been a more promising time to be in tech services. Find out why you need to be a part of the B4B movement.
You've likely heard the buzz about B4B, or business for business. Since the new model was introduced by TSIA last fall, it has taken off like wildfire, sparking dialog in C-suites in tech companies around the globe. In case you haven't had a chance to read the book based on the concept―B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship, by tech industry pundits J.B. Wood, Thomas Lah, and Todd Hewlin―we've encapsulated the main concepts in a short five-minute video. It’s a video that will change your organization’s future.
business for business
Discover a sustainable framework for moving up the C-SAT ranks in your customer support organization. Escalating through these ranks will not only delight your customers, but they will remain loyal to you as a result.
Many support organizations have a customer success or account management program with the goal of creating tighter relationships with customers, providing proactive recommendations, and generally ensuring customer loyalty in the long term. The programs can be fee-based or provided to customers of a certain size―but the question is: Do they work? Here’s my take on a maturity model for the customer success/account management functions.
With such diversity in the types of companies providing subscription-based offers, what approach should education services organizations consider in building and maintaining a successful subscription business? Some data points from a recent TSIA report answers this question and more. This article provides some insight into the findings on this forward-thinking topic.
“Managed services can provide similar value proposition to XaaS, but without the need to completely re-engineer the product. Managed services can provide a starting point for incumbents to move toward a cloud-enabled model and act as a logical step along the cloud continuum.”
It just might be the greatest comeback ever. After the heyday of the application service provider (ASP) model in the ’90s, managed services (MS) is reemerging as a top priority for many technology companies. A perfect storm of customer demand, technology and cloud maturity, and increased competitive pressure have put managed services back in the spotlight.
Based on discussions with hundreds of companies over a number of years regarding failing knowledge management programs, it appears that there are three common denominators linked to the majority of companies who claim not to be getting the expected value from their KM expenditures. Discover what these denominators are.
Knowledge as a Service,