[Video] Growing Customers Successfully

Posted by Technology Services Industry Association on 11/24/15 7:30 AM

Whether you’re a traditional on-premise company looking for more top-line revenue, a cloud company looking to accelerate growth and profits, or a combination of both, growing customers should be your top priority. At our recent TSW conference, president and CEO of TSIA, J.B. Wood, introduced how to unlock new opportunities for revenue growth from within your existing customer base, and why it’s so important for the future health of your organization in his keynote presentation, “Growing Customers Successfully.”

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Topics: TSW, video

The “Soft” Side of Tech and Field Support

Posted by Jodi Beuder on 11/23/15 6:30 AM

You may have heard the saying “You hire people for their technical skills and fire them for their soft skills.” There are a number of variations of this quote, but all revolve around the issue of hard vs. soft skills. It’s fairly safe to say that meeting the expectations of today’s customer, whether B2B or B2C, requires robust hard and soft skills.

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Topics: support services, field services

TSIA Service Trends Webinar Roundup: Fall Edition

Posted by Technology Services Industry Association on 11/20/15 6:30 AM

At TSIA, we are dedicated to helping technology services organizations of all sizes stay on top of the latest best practices for growing and advancing their business. Our 30-minute TSIA Pulse webinars are a great way to hear directly from our research team about how emerging industry trends are affecting their respective service discipline, and what you can do to stay current. Here’s a recap of this fall’s TSIA Pulse webinars, in case you missed them! 

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Topics: webinar roundup

5 Capabilities Education Services Organizations Need to Develop

Posted by Maria Manning-Chapman on 11/19/15 6:30 AM

As the technology industry continues to shift its focus to customer outcomes, education services organizations need to transition from a delivery-intensive model to a content-intensive model. To support that strategy, education organizations will need to add some new capabilities to their repertoire.

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Topics: education services, adoption

Growing Customers Successfully in Industrial Equipment

Posted by Harald Kopp on 11/17/15 7:30 AM

As services eat products and software eats services, there are significant changes happening to success plays within the technology industry. The companies that will be the most successful are the ones who take an active role in supporting their customers as they grow their businesses. In fact, this was the topic of the opening keynote of our recent Technology Services World conference, presented by TSIA’s president and CEO, J.B. Wood.

During the rest of the conference, there were a lot of hot topics relevant to manufactures of industrial equipment (IE) presented in sessions, TSIA’s Industrial Equipment Advisory Board meetings, and 1:1 discussions. Based on this content and feedback from conference participants, it's clear that the business environment for industrial equipment manufacturers is changing in several big ways. 

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Topics: adoption services, managed services, outcome services, IoT, industrial equipment

3 Tips for a Successful Professional Services Organization: Part 3

Posted by Bo Di Muccio on 11/12/15 6:30 AM

When your customers are able to realize the value your solution can bring to their operation, they’re more inclined to stay loyal and renew their contract. (Tweet this!) The process of ensuring your customers are successfully using your technology to achieve their desired outcomes are called adoption services, and more PSOs are offering them to drive customer success with their offers. So, how can highly product-oriented technology suppliers increase their success when making the transition from Level 2 to Level 3 while also becoming good suppliers of adoption services? In this final post in my blog series about building a successful PSO, I’ll be going over a concept you can immediately start thinking about that will help a great deal: business domain expertise.

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Topics: adoption services, professional services, PSOs

[Video] Outcome Engineering

Posted by Trisha Bright on 11/10/15 7:30 AM

The new tech mantra is all about delivering business outcomes to customers. It seems obvious, yet this has not been the traditional rallying cry within our industry. Instead, we’ve spent decades perfecting the model of matching product features and capabilities to customer tasks and processes. Certainly, this has benefited customers and suppliers alike, helping us achieve unprecedented levels of productivity and efficiency in managing core business functions. But in today’s age of results, we at TSIA would argue that while this approach is still necessary, it is no longer sufficient.

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Topics: outcome engineering

[Infographic] Fee-Based Services for XaaS Business Models

Posted by Julia Stegman on 11/6/15 6:30 AM

Recurring revenues with existing customers have a natural tendency to decline. Like many XaaS executives, you may be asking, “What are the forces that create erosion and growth with subscription revenues?Certainly the concept of churn is well understood as a negative force that reduces annual recurring revenues. But how well do you understand, and manage, downsell activities that also create revenue erosion? Also, how effectively are you pulling the growth levers of upselling and cross-selling to ensure revenues from your existing customers are growing and not declining? One of these growth levers is fee-based services. Contrary to popular belief, not all adoption services are offered for free, and in this infographic, we demonstrate how fee-based support and adoption services can contribute to the growth of total recurring revenues.

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Topics: adoption services, XaaS, service revenue generation, SRG

What I Heard: Hot Discussion Topics at TSW

Posted by John Ragsdale on 11/5/15 6:30 AM

Our largest Technology Services World conference is now complete, with 1,500 attendees and 100+ breakout sessions over three days at the ARIA Resort & Casino in Las Vegas. I presented two breakout sessions, and spent the majority of the remaining time in 30-minute one-on-one meetings, completing about 15 meetings with members and partners. In addition to those meetings, I had a few dozen conversations after sessions or in the EXPO. Thinking back over all of those interactions, I’ve pulled together a list of the hottest topics on the minds of the TSIA community.

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Topics: knowledge management, self-service, internet of things,, self-service support

Welcome New TSIA Members! October 2015 Edition

Posted by Technology Services Industry Association on 11/4/15 6:30 AM

At TSIA, we are dedicated to helping services organizations both large and small grow and advance in the technology industry. We’d like to take the opportunity to welcome our newest members who joined in October, as well as acknowledge companies already a part of the TSIA community who have recently expanded their membership to include additional service disciplines TSIA has to offer. Here’s a little bit about each company, in their own words.

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Topics: New TSIA Members


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