TSW Day 2 Recap: Top Attended Sessions

Posted by John Ragsdale on 10/19/16 1:39 PM

Today is the final day of Technology Services World Las Vegas, and I'm back to take a look at the top attended sessions from yesterday. Our 1,600+ attendees had more than 75 breakout sessions to choose from yesterday, crossing all of our service disciplines, with a good mix of tactical and strategic topics. I always like to point out the top attended sessions, because people vote with their feet for the hottest trends and topics.

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Topics: customer success, customer experience, professional services, customer service, expand selling, professional services automation (PSA), Technology Services World Conference

TSW Day 1 Recap: Knowledge Management Front and Center

Posted by John Ragsdale on 10/18/16 5:00 AM

Yesterday was the opening day of Technology Services World in Las Vegas, and it was an action packed day. I started with a partner advisory board meeting at 7AM, then a kickoff meeting for partners, and my opening keynote, "Overcoming Barriers to Knowledge Sharing" at 11:45. We definitely had more people attend my keynote than anticipated, and I'm sorry to everyone who didn't make it into the room. The seats were filled, and people standing 3 deep, so I tried my best to entertain!

My topic was improving enterprise knowledge sharing, and I highlighted data from my 2016 Knowledge Management Survey. Why is knowledge management such a hot topic? Because companies perceive improved knowledge sharing as a lever they can pull to improve operational effectiveness. Here’s the data:

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Topics: knowledge management, Technology Services World Conference, customer portal

[Free Ebook] Why Services is the Big IoT Opportunity for Hardware Manufacturers

Posted by Technology Services Industry Association on 10/13/16 5:00 AM

As our world becomes more connected, the resulting technological climate has had a growing impact on the way traditional hardware manufacturers run their businesses. “Why Services is the Big IoT Opportunity for Hardware Manufacturers," a free ebook by TSIA's Vele Galovski and Harald Kopp, is a roadmap hardware manufacturers can use to navigate the path to digitization and unlock the new business opportunities presented by the Internet of Things (IoT). 

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Topics: internet of things (IoT), Technology Services World Conference, hardware manufacturers, ebook

Intelligently Optimizing Digital Support Channels

Posted by Nick Sellers on 10/11/16 5:00 AM

Many businesses aren't clear as to what good digital support entails, with only vague notions about lowering costs and improving customer experience. Their focus is instead on implementing a platform that gives them the best return on investment, which is measured in money (and time) saved.

These businesses often also make the mistake of introducing digital support platforms—such as self-service, real-time chat, online communities and social networks—as discrete standalone projects even when part of a larger campaign. They also tend to prioritize budget and execution methods rather than customer experience and outcomes. While the former strategy can save a little money now, the latter will be what defines a support platform's long-term success.

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Topics: customer experience, social media, support services, social support, multi-channel support, online support, optimization, digital support

TSW Keynote Preview: 7 Steps to Unlock Profitable Revenue Growth

Posted by Technology Services Industry Association on 10/7/16 5:00 AM

Over 1,600 technology services professionals will be gathering at the TSW Las Vegas 2016 conference to learn about how to align their business for growth and outcomes in the cloud economy. For a sneak peek at one of the many impactful sessions we have planned for this year's event, view this SlideShare of a keynote presentation by TSIA's Executive Director, Thomas Lah, “Report from the Road: 7 Steps to Unlock Profitable Revenue Growth."

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Topics: x-as-a-service (XaaS), cloud, slideshare, Technology Services World Conference, Technology-as-a-Service Playbook

[SlideShare] 5 Managed Services Benchmark Trends

Posted by Technology Services Industry Association on 10/6/16 5:00 AM

Through TSIA's comprehensive benchmarking program, you can measure your company's performance against your industry peers, identify your strengths, and see where you can improve to ensure future success. For a sample of the type of insight you will receive by taking advantage of this valuable resource that comes with TSIA membership, take a look at this SlideShare featuring 5 key research trends from TSIA's Managed Services Benchmark Study.

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Topics: managed services, benchmarking, managed XaaS, TSIA Benchmarking Spotlight

Learn How to Measure and Improve Self-Service Success and Deflection

Posted by Technology Services Industry Association on 10/4/16 5:00 AM

Join us Friday, October 7, for a free support services virtual summit on self-service service success and deflection, hosted by TSIA and our partners, Coveo and DB Kay & Associates, Inc. During this 4-hour event, guest speakers from Extreme Networks, Hewlett-Packard, Informatica, and more, will discuss how their companies are currently measuring success and deflection in their self-service offering, as well as share self-service best practices and learnings you can apply to your own organization. Register here to save your spot at this informative event!

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Topics: metrics, support services, summit, self-service support

Which Education Service Offers Do Your Customers Really Want?

Posted by Maria Manning-Chapman on 9/29/16 5:00 AM

When it comes to developing new offers for your education services business, you'll want to make sure you're providing offers that your customers want. So, how do you differentiate between what your customers want and what your education organization thinks they want? At TSIA, we recently conducted an Education Services Offer Development Survey, which aimed to collect insight regarding how education services (ES) organizations are leveraging new offers to maximize revenues and increase customer adoption. Based on the results from this survey, we learned some interesting details about what customers want compared to what they're receiving from their education services provider, which I'd like to share with you.

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Topics: education services, adoption, service offers, content development

5 Questions to Ask When Launching a Customer Success Program in an Established Enterprise

Posted by Nick Mehta on 9/28/16 5:00 AM

Starting about a decade ago, pure-play SaaS companies like Salesforce.com, Workday, and Box pioneered the concept of Customer Success Management (CSM). It was an organic solution to an inherent problem: since a large part of their revenue was up for renewal each year – and since customers typically had low friction to move – these vendors created CSM teams out of necessity with the objectives of driving Adoption, Expansion, and Renewal.

As mature enterprise companies move more of their products to subscription-based pricing (even if on-premise) and cloud-based delivery (in some cases), they are starting to launch CSM efforts out of the same need. Companies like Cisco, Adobe, and Red Hat have proven the impact of CSM at scale in large enterprise organizations. It's a no-brainer that Customer Success should be an important part of any company's transition to a subscription business model. Spinning up and scaling your CSM organization, however, isn't so straightforward; it requires unique and careful planning. 

Here are five questions to ask yourself on the front end of your transition:

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Topics: customer success, customer outcomes, customer health score, customer success manager

[SlideShare] 3 Benchmark Trends for Field Services

Posted by Technology Services Industry Association on 9/27/16 6:30 AM

TSIA's comprehensive benchmarking program lets you measure your company's performance against your peers as well as the top performing companies in the industry, the pacesetters, allowing you to identify your strengths and see where you can improve to ensure future success. For a sample of the type of insight you will receive through this valuable resource that comes with TSIA membership, view this SlideShare to see 3 key pacesetter trends we’ve uncovered through TSIA's Field Services Benchmark Study.

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Topics: pacesetter, field services, slideshare, TSIA Benchmarking Spotlight


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