[TSIA Spotlight] How to Actually Make Money in the Cloud

Posted by Thomas Lah and J.B. Wood on 8/24/16 6:30 AM

An article we wrote called, “How to Actually Make Money in the Cloud” was featured on Inc.com, the web presence of Inc. Magazine, which has been the premier print publication for entrepreneurs and business owners for more than 30 years. In this article, we provide a brief background into the emergence of cloud-based business models, explaining that even though they attract the financial interest of visionary entrepreneurs, many are struggling to be profitable. Using examples from our newest book, Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business,” we discuss the emerging financial patterns that can help business leaders think more completely about their journey to creating a profitable SaaS business. Here's an excerpt from the full article, which you can read here on Inc.com.

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Topics: x-as-a-service (XaaS), cloud, software-as-a-service (SaaS), Technology-as-a-Service Playbook

4 Essentials of a Winning Customer Self-Service Strategy

Posted by Jennifer MacIntosh on 8/23/16 6:30 AM

Great self-service is something most companies aspire to provide, in pursuit of an exceptional customer experience. When done well, it increases customer satisfaction and loyalty. It’s also cheaper and relieves the contact center from the burden of answering repetitive calls.

97% of the support leaders TSIA surveyed plan to invest in self-service tools in the next two years. To select the right tools, you first need to have a clear vision of what great self-service means to you and your customer.

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Topics: knowledge management, support services, customer support, online communities, online support, self-service support, customer portal, TSIA Partners

[SlideShare] Network with Other Tech Professionals at TSW

Posted by Technology Services Industry Association on 8/19/16 6:30 AM

At Technology Services World, our visionary keynotes and session speakers aren't the only source of learning you can look forward to. You'll have many opportunities to connect with your fellow conference attendees and develop a network of peers to exchange new ideas and business advice with, both at the conference and for years to come! Check out this SlideShare for a preview of the many ways you can network with your fellow 1,600+ attendees and 50+ exhibitors to get a fresh perspective on how to solve your biggest challenges while expanding your professional circle.  

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Topics: slideshare, Technology Services World Conference

Participate in TSIA Research: A List of Open Surveys

Posted by Technology Services Industry Association on 8/18/16 6:30 AM

In order to keep providing the latest in fact-based insight your company can use to elevate your success, TSIA conducts dozens of custom surveys that collect detailed data on the most current industry performance metrics and best practices. From in-depth market rate studies, to questionnaires on common practices related to reporting structures for service lines of business, our surveys shed light on what’s really happening in the industry, how to address common challenges, and spot up-and-coming trends. Here is a list of both the public and members-only surveys that we currently have running, how the data collected will be used to benefit technology and services organizations like yours, and how your company can contribute to this important research. 

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Pricing Segmentation Best Practices for XaaS

Posted by Tim Matanovich on 8/16/16 6:30 AM

The unique inventions and service offerings of entrepreneurs can captivate us, yet even the most innovative solutions and services can struggle when managers fail to set prices that simultaneously attract customers and produce profit. Though pricing is a complex concern for businesses in all industries, it is a particular point of confusion in XaaS industries, where "anything as a service" requires pricing versatility that cannot be achieved with more traditional price structures.

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Topics: pricing, x-as-a-service (XaaS), cloud, services pricing, subscription-based offers

Tips for Creating a Customer Success Function Within Your Organization

Posted by Judith Platz on 8/11/16 8:52 AM

Customer success has become a hot topic in the technology industry, and with good reason. Technology companies are recognizing that it's essential to engaging, retaining and growing customer relationships over time. Each year, TSIA conducts a baseline survey to understand the current state and emerging practices for customer success. With the help of this data, we've created a list of recommendations for building a customer success function within your company.

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Topics: outcome-based services, customer success, x-as-a-service (XaaS), adoption

TSIA Service Trends Webinar Roundup: Summer Edition

Posted by Technology Services Industry Association on 8/10/16 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 summer's TSIA Pulse webinars, in case you missed them! 
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Topics: cloud, webinars, TSIA Research, Technology-as-a-Service Playbook

How to Lead Your Company to Success in the Cloud

Posted by J.B. Wood on 8/9/16 6:30 AM

The cloud. It's where cool tech ideas get funded by eager venture capitalists and mega fortunes are made when the next big thing goes viral.

For all of the excitement and hype surrounding the cloud, there are some sobering realities that tend to get swept under the rug: namely the fact that, on the whole, the cloud business model is not a profitable one. Surprised?

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Topics: x-as-a-service (XaaS), cloud, subscription-based offers, Technology-as-a-Service Playbook

[Infographic] The Current State of Knowledge Management Culture

Posted by John Ragsdale on 8/5/16 8:00 AM


Implementing a good knowledge management system is key to improved productivity within your organization, and can be achieved through proper transformation of your KM processes, people, and technology. Though many companies are moving toward adopting and using KM tools, many may not be using them to their full potential. In TSIA’s annual Knowledge Management Survey, we ask participants about their current core knowledge management processes, tools, and metrics to see how their company is sharing knowledge within their organization.

This infographic gives a brief overview of the findings of last year's survey that provides insight into the current state of knowledge management culture in the technology industry. How would you rate your company’s knowledge sharing culture?

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Topics: knowledge management, organizational culture, infographic, TSIA Research

5 Steps to Creating a Better Customer Experience

Posted by Dennis Gershowitz on 8/4/16 6:30 AM

There are many attributes to becoming a "best-in-class" organization that have always interested me, particularly the ability to focus on understanding what defines customer success. I am convinced that this can only come about when management understands exactly what their business is about and how they can properly deliver the outcomes their customers expect.
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Topics: customer success, customer experience, organizational culture, customer outcomes

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