Inside Technology Services

What Customer Success Means For B4B

Posted by J.B. Wood on 9/19/14 10:07 AM

Even though it’s been 50 years since the first mass-produced computer appeared on the market, as an industry we're only just now beginning to investigate what it means to get involved in driving the success of our customers. In my webinar “Customer Success: Organization or Set of Offers?” we explored who within your organization should be facilitating customer outcomes. Here’s a brief recap of some of the points we talked about.

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Topics: customer success, SaaS

How Social Media Can Enhance the Customer Experience

Posted by Jodi Beuder on 9/18/14 6:30 AM

Implementing a strategy to interact with your company’s customers via social media is complex, costly, time-consuming and ever-changing. Despite these hurdles, if your company is ignoring social media or thinking that it can enhance the customer experience without a social media strategy, think again. There is no getting around the fact that implementing a social media strategy consumes energy and resources, but managing your online presence via social media channels requires more than simply signing up for a Facebook or Twitter account.

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Topics: customer experience, social media

How Mobility Can Help Drive Customer Adoption

Posted by Vele Galovski on 9/16/14 6:30 AM

The traditional supplier model of make, sell, and ship is no longer all it takes to keep customers happy. In today’s market, manufacturers are not only expected to continue making and supporting great products, but must also work directly with customers to help them achieve their desired outcome.

Fortunately, with the added help of emerging mobile technology, field services technicians are in an ideal position to maintain an ongoing relationship with customers, and are quickly becoming the driving force behind increased end-user adoption and consumption in the technology industry. In my webinar, The Connected Technician, I discuss how field services is leveraging mobility to create a better customer experience and increase value.

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Topics: mobility, field services

[Infographic] Are You Optimizing Your Contract Renewal Potential?

Posted by Julia Stegman on 9/12/14 6:30 AM

When even just one point of improvement in your renewal rate can translate to millions of dollars, your customer retention rate can make a huge impact on your bottom line. But just how optimized is your current renewal process? TSIA analyzed the renewal maturity models from 35 global companies to gain insight into their maintenance and support contract revenues, and this infographic outlines their best practices.

Get an inside look at how the customer growth and retention strategies of these top companies drove their performance, such as optimizing the renewal of current service revenues and adopting a renewal model that includes expand selling. How do you measure up to the best practices of these pacesetting companies?

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Topics: service revenue generation, SRG, renewal maturity models

6 Questions to Help You Improve Customer Success

Posted by Judith Platz on 9/9/14 6:30 AM

“Customer success” is a phrase we’re hearing more frequently in the services industry. In fact, if you type these words into a LinkedIn search, you receive over 100,000 results; an amazing number of jobs available for a concept that didn’t exist just a few years ago.

But what does customer success mean? Some companies feel that they’ve been promoting customer success for years, and that caring for and serving customers is all that’s needed to keep them happy. While products and support remain a large part of the equation, there is a dramatic shift occurring in the technology industry where companies must quickly transform themselves into becoming a customer success organization in order to remain successful.

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Topics: customer success

A Behind The Scenes Look at TSIA's Research Summit

Posted by Thomas Lah on 9/5/14 6:30 AM

Every year, TSIA’s top research executives gather to collaborate and share their recent discoveries about current trends in the technology industry. By sharing data on industry trends, best practices, and measured data, this research summit plays a key role in further assisting TSIA’s members in reaching their goals for customer success. Executive director of TSIA, Thomas Lah, provides a behind-the-scenes glimpse into what goes on during the 2014 TSIA Research Summit. 

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Topics: customer success, outcome services, benchmarking

Free Your Knowledge Base: Part 2

Posted by David Kay on 9/2/14 7:00 AM

In part one of this series, I showed you how Google is quickly becoming your primary support portal. While this can cause anyone in the support services industry to be more than a little nervous about their perceived value to customers, I also explored and debunked some common myths surrounding the importance of having a publicly accessible knowledge base.

In this second part, I’m going to tell you how you can start utilizing your customer’s natural inclination to Google answers to your advantage and increase your value by providing easily accessible answers to support related questions.

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Topics: customer success, knowledge management, support services

Free Your Knowledge Base: Part 1

Posted by David Kay on 8/29/14 6:30 AM

Today, most B2B support knowledge bases are locked behind customer logins.  But “The Times They Are A-Changin’.” It’s time to rethink that decision. In this two-part blog series, I’m going to talk about the ways in which knowledge management is evolving and how your business can adapt.

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Topics: customer success, knowledge management, support services, knowledge-centered support, customer support, Knowledge as a Service

[Infographic] Emerging Trends in Mobility for Field Services

Posted by Vele Galovski on 8/26/14 6:30 AM

The growing popularity and use of smartphones and tablets has had major implications for field services organizations. While increased mobility is one obvious advantage, the rapid development of video conferencing, mobile knowledge management applications, and wearables is rapidly creating an even greater positive impact. For example, the ability to link a customer to a live video chat agent for help has created a whole new user experience that is going to convince customers, and field services personnel, that this is an option they need.

Also, with the improved connectivity this new technology brings, field technicians will not only have their complete knowledgebase available at their fingertips, but they can also leverage the expertise of specialists in their office to solve the difficult problems that would otherwise eat up time and money.

In this infographic, we take a closer look at how mobility in the field services industry is growing, and how this trend will lead to an overall improved customer experience and increased productivity for both technicians and field service companies.

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Topics: knowledge management, mobility, field services

What the Top 50 Tech Services Companies Can Tell Us About The Industry

Posted by Thomas Lah on 8/22/14 6:30 AM

Since 2005, TSIA has been tracking service revenue and profit trends for the technology industry in our widely followed Service 50 index. We aggregate the financial performance of 50 of the largest global providers of technology services to identify service revenue and profitability trends, while also providing critical observations based on the current quarterly update.

In recent history, these trends have very clearly pointed to an increasing reliance on both service revenues and profits to sustain the health and growth of technology product companies.

Watch our recent Service 50 Q2 webinar, in which we identify the latest observations and trends for the technology services industry, complete with detailed data on how these top 50 companies are currently performing in Q2. Here’s a recap of some of the key points we covered. 

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Topics: tech services, service revenue, technology trends, service trends


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