Inside Technology Services

Consistent Experiences Drive Customer Satisfaction and That Drives Customer Retention

Posted by Dennis Gershowitz on April 16, 2014 4:44:00 PM +0000

Inconsistent experiences drive inconsistent, unsettling expectations. When experiences align with expectations, we clearly know what to expect, and this allows us to make plans accordingly without surprises. Nowhere is this more evident than  in our customer satisfaction efforts.

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Topics: customer loyalty, customer satisfaction, customer retention

Five Key Practices of a Successful MSP: #3―Specialized MS Sales Expertise

Posted by George Humphrey on April 9, 2014 2:36:26 PM +0000

Part Three in a five-part miniseries focusing on five key managed services practices that have a positive, measurable impact on a company’s key performance indicators. Today’s topic: “Specialized MS Sales Expertise.” 

5 Key Practices of a Successful MSPHopefully you’ve been following along this popular blog miniseries focusing on the Five Key Practices of a Successful Managed Services Provider (MSP), based on a TSIA research report of the same title. If you haven’t had a chance to check them out, or you need a quick refresh, follow these links to Parts One and Two. 

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Topics: managed services, managed services providers, MSP, growth rate, MS sales, benchmark data,, sales expertise

Churn Is a Downstream Issue. So Don’t Fix Churn; Create an Anti-Churn Environment

Posted by Francoise Tourniaire on April 4, 2014 1:54:10 PM +0000

“The problem of churn is very similar to that of staff turnover: You don’t fix turnover by talking employees who are quitting into staying, you do it by creating a great place to work.

Customer LoyaltyLosing customers is not a good thing, so many vendors actively try to fix churn, often by “saving” customers who have failed to renew. But churn is a downstream issue: Customers leave because they fail to find value in the products or services. Once they decide the value is not there, saving them is unlikely, even with significant financial concessions. The problem of churn is very similar to that of staff turnover: You don’t fix turnover by talking employees who are quitting into staying; you do it by creating a great place to work.

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Topics: customer loyalty, best practices, churn

Five Key Practices of a Successful MSP: #2― A Standard Services Catalogue

Posted by George Humphrey on April 2, 2014 2:21:29 PM +0000

Part Two in a five-part miniseries focusing on five key managed services practices that have a positive, measurable impact on a company’s key performance indicators. Today’s topic: “A Standard Services Catalogue.” 

5 Key Practices of a Successful MSPIn part one of this five-part mini-series outlining five key practices of a successful managed service provider (MSP), I discussed “A Well-Defined and Documented Managed Services Strategy.” Any business without a well-documented business plan is a “bad experience for all involved,” just waiting to happen. A critical part of strategy execution is knowing exactly what product you want to bring to your customers. Hence, the #2 practice of a successful MSP is “A Standard Services Catalogue.” 

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Topics: managed services, standard service catalogue, managed services providers, MSP

How Do You Make Your Customer and Your CFO Happy? Avoid a Truck Roll.

Posted by Vele Galovski and Ken O'Reilly on March 28, 2014 5:22:00 PM +0000

"The implementation of remote monitoring and proactive support is one of those rare initiatives that can make customers and the CFO happy. With the number of connected devices growing at an exponential rate, if you haven’t started down the remote monitoring continuum yet, you risk falling way behind." 

Remote MonitoringIn 2013, TSIA members reported through the Field and Support Service Benchmark Surveys that they achieved great success through the utilization of remote monitoring and proactive support tools. The most notable improvements reported by TSIA members included significant cost reductions, reductions in the time to resolve an incident, and improvements in customer satisfaction. In a just-released member report, “Remote Monitoring and Proactive Support,” we took a closer look at how successful companies are optimizing their service delivery channels in all phases of the remote monitoring continuum.

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Topics: support services, customer satisfaction, proactive support, field services, remote diagnostics, service optimization, remote monitoring

Support Services: Developing Effective Self-Service Offerings and Strategies

Posted by Donna Walker on March 21, 2014 2:10:00 PM +0000

support_buttonMake your self-service programs a smart investment, and, most importantly, satisfy your customers by offering a suite of self-service options that meet their needs, are easy to use, and are within their capabilities.

Technology has improved the types of self-service offerings that support service teams can offer to their customers, but too often, the types of self-service programs are not used correctly, or customers struggle to get their questions answered through self-service platforms. At this point, they either give up, or they call their rep, already frustrated.

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Topics: support services, support offerings

Five Key Practices of a Successful MSP: Part 1 ― A Well-Defined and Documented Managed Services Strategy

Posted by George Humphrey on March 19, 2014 12:22:18 PM +0000

5_key_imagePart One in a five-part miniseries focusing on five key managed services practices that have a positive, measurable impact on a company’s key performance indicators. Today’s topic: “A Well-Defined and Documented Managed Services Strategy.”

Several months ago, I authored a five-part miniseries of Inside Technology Services blog articles, articulating the top  mistakes made when starting a managed services (MS) business. The blogs were based on a TSIA Service Insight (research report) published for members in TSIA’s Managed Services discipline. The blog articles identified each mistake, while the full research report delved into deeper detail about the consequences of making those mistakes, as well as steps that could be taken to avoid them.

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Topics: managed services, service strategy

Support Services: Building a Customer Loyalty and Satisfaction Program That Actually Retains Customers

Posted by Jodi Beuder on March 12, 2014 3:53:00 PM +0000

If you have been seeing decent or high customer satisfaction marks from your customers, yet you feel that your loyalty programs aren’t retaining these same customers, it may be time to revisit your strategy.

Loyalty = SatisfactionIn B2B sales, retaining customers is one of the most cost-effective marketing steps you can take. It costs an estimated five to ten times more to gain new customers than it does to retain existing customers, according to research. If you’re like many companies, you attempt to retain customers through various forms of customer satisfaction measurement and customer loyalty programs, but to what effect? If you have been seeing decent or high customer satisfaction marks from your customers, yet you feel that your loyalty programs aren’t retaining these same customers, it may be time to revisit your strategy.

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Topics: customer loyalty, support services, customer satisfaction, B2B sales

TSIA’s 9th Annual Technology Survey Is Now Open!

Posted by John Ragsdale on March 6, 2014 12:54:00 PM +0000

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!  

 

Tech_SurveyTSIA'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.

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Topics: adoption services, knowledge management, technology trends, online communities, CRM, web collaboration, enterprise search', social media monitoring, technology survey, learning management, analytic platforms

Breakthroughs, Benchmarking, and the Five Stages of Grieving

Posted by Vele Galovski on March 4, 2014 6:07:00 PM +0000

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."

benchmarking


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Topics: benchmarking

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