TSIA's third annual knowledge management survey is complete, and the results clearly show how difficult it is for companies to get the people, process, and technology of knowledge management (KM) right. I am currently working on the findings, and will be publishing two research reports as well as presenting the findings in my Power Hour presentation at our upcoming TSW 2015 Service Transformations conference in Las Vegas this October. Here's a sneak preview of a few early findings.
online knowledge base
About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this fiasco, but needless to say, for a company prides itself in its branding as delivering the highest level of customer experience, I have to wonder how much truth there is behind their claim. My misfortune brings up the point that every company looking to maintain a good reputation with their customers should always be asking themselves, "Would our customer experience be considered positive or negative?"
customer experience mapping,
customer journey mapping
The technology industry is not only transforming itself, but in a great many ways is the catalyst for transformations taking place across many other industries. From manufacturing to retail, traditional media to social media, community medical clinics to hospital surgeries, construction to home management, there seems to be no sector of our economy exempt from technology-driven disruption and transformation. As TSIA’s new vice president of customer success research, I’d like to introduce myself by sharing some thoughts on where customer success fits into this dramatic shift, and what we can look forward to in the future.
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 this month’s newest members, 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.
New TSIA Members
In my previous post in this three-part blog series, I talked about how the state of the industry is affecting professional services and outlined the three capabilities professional services organizations (PSOs) need to develop in order to stay ahead, starting with new offer development. In this post, I will go over the next capability on the list and why it’s so crucial to the future success of a PSO: adoption playbook.
In this three-part blog series, we’ve gone over the capabilities you’ll need to develop before providing customer outcomes, as well as ways to determine how your customers measure success. To continue with the theme of answering the question “What’s most important to your customers?” the final installment in this blog series will cover how your organization can offer, and monetize, adoption services to ensure your customers are not only reaching their desired outcomes, but are doing so in the most effective way possible using your technology and your services.
service revenue generation,
On the surface, smart, connected products threaten to make the need for on-site service obsolete. Embedded technologies will phone home and signal either a firmware upgrade or generate an automated service request for a customer-replaceable unit as part of an advanced exchange program. Although this is happening more and more and will undoubtedly continue in the future, hardware companies will always need a field service engineer to go on-site at a customer’s location. The question is how to best to use this tremendous organizational resource in a way that helps the company during the B4B transformation? In this final installment of our 10-part blog series about how IoT is impacting Hardware and Industrial Equipment companies, we’ll be talking about how you can leverage your field service workforce in new and exciting ways.
field service engineer,
Industrial Equipment and Technology,
internet of things,
To have successful expansion revenue generation with your existing customer base, otherwise known as expand selling, your sales, services, customer success, and marketing teams must work together in new ways to continue accelerating revenue growth at scale. Although lead generation programs are already quite common in technology companies, many of them only focus on generating new leads, rather than leads you can gain from existing customers. To take advantage of this untapped opportunity, it’s important to know the difference between lead generation for “land” and “expand” selling, as well as how you can optimize this key element to accelerate revenue growth.
service sales and marketing,
Services now make up more than half of the total yearly revenue for technology companies, and managed services are a critical component of that growth trend. It’s time for CEOs to start leveraging managed services to quickly grow their top-line revenue, but many don’t yet know the best way to structure their managed services organization in a way that will yield the best performance. This infographic outlines the most effective ways to build out crucial functions in managed services through strong sales, delivery, and client management.
After you’ve landed a customer, you want them to find enough value in your solution to expand their spending and renew their business, but how do you get them to that point? In this video clip from his keynote presentation at TSW 2015 Best Practices, “The Who, What, Why, and How of Driving Adoption and Outcomes,” TSIA’s executive director, Thomas Lah, explains how successful adoption of technology is your key to unlocking the door to expansion and renewal. Using examples of the three kinds of customers you’re likely to encounter along the way, as well as TSIA’s LAER model, he explains the process behind reaching that first critical milestone on the adoption journey.
TSW Service Transformations