Top 5 Attended Sessions from Day 2 of TSW San Diego 2018

Posted by John Ragsdale on 5/9/18 9:12 AM

Today is the final day of Technology Services World. Yesterday I spent the majority of the day in 1:1 meetings with members and partners, and that will continue today. I’ll be back next week with a recap of the top themes I heard in these conversations. For now, after yesterday’s long day of over 70 sessions, starting at 10 AM and running until 5:30 PM, I wanted to give you a peek at yesterday’s top attended sessions. Nothing can better show which issues are top of mind with technology and services professionals than seeing which topics attracted the largest crowds. 

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Topics: Technology Services World Conference

Recap of Day 1 of Technology Services World San Diego 2018

Posted by John Ragsdale on 5/8/18 9:36 AM

The first day of our Technology Services World conference in beautiful San Diego kicked off yesterday, and as always it was a very busy day. The morning started at 7:30 AM with the Partner Advisory Board meeting. I gave an overview of the results from my 13th annual Global Technology Survey, and we discussed various topics including digital transformation, artificial intelligence (AI), and a topic several of us are working on for sessions at our fall conference in Las Vegas: employee engagement. 

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Topics: Technology Services World Conference

Announcing the Finalists and Winners of the Spring 2018 TechBEST Awards

Posted by John Ragsdale on 5/7/18 5:40 PM

Every spring, I launch TSIA’s Global Technology Survey, which tracks adoption, satisfaction, and planned spending across 42 categories of tools and services that are being used within today’s service organizations. The results help us identify which solutions are most popular with TSIA members, as well as which ones are gaining traction within the industry. To recognize and celebrate the solutions providers that have received the highest marks in our 13th annual survey, I’m happy to say that we’ve brought back the TechBEST awards to TSW! Here are this year’s finalists and winners of the TechBEST Awards, which are presented in two categories: Best in Adoption, and Best in Satisfaction.

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Topics: Technology Services World Conference, TechBEST

Microtransactions: Putting Existing PS Resources to Work for Additional Revenue

Posted by John Ragsdale on 5/1/18 5:00 AM

TSIA’s Technology Services World (TSW) conference is coming up, May 7-9 at the Manchester Grand Hyatt, right on the Embarcadero in San Diego. Our theme for this conference is “Blending Service and Sales Motions.” I have the honor of giving the pre-conference keynote at 11:45am, and this gives me the opportunity to talk about a trend I’m seeing for professional services: microtransactions. Here’s the story:

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Topics: professional services, professional services automation (PSA), service technology, Blending Service and Sales Motions, microtransactions

Welcome New TSIA Members! April Edition

Posted by Andrew Cromey on 4/27/18 5:00 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, as well as acknowledge companies already a part of the TSIA community who have recently renewed or expanded their membership to include additional research areas TSIA has to offer. Here's a little bit about each company, in their own words.

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Topics: support services, customer support, SaaS (software-as-a-service), New TSIA Members, software, information technology (IT), healthcare technology

How to (Actually) Automate Services Proposals and SOWs

Posted by James Cramer on 4/26/18 5:00 AM

According to TSIA's PS Benchmark Study from Q2 2018, it takes about 38 days for a technology services proposal to get to a customer. What if it only took a few days or a few hours? First, it would make customers and Sales teams a lot happier! Next, it would drive revenue due to significantly increased sales capacity. Finally, it would reduce the cost of sales operations. So, unless multi-week proposals is the best we can do as an industry, there is a major opportunity here. In this post, I will explain how (and how not) to automate sales proposals.

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Topics: automation, professional services

Increasing the Value of Education Services at Each Stage of the Sales Process

Posted by Maria Manning-Chapman on 4/24/18 5:00 AM

Companies are always interested in selling more, whether it’s selling more product, selling more subscriptions, selling more services, or ideally, selling more of everything. In the new world of x-as-a-service (XaaS), it really does become everyone’s job to sell. Given that Education Services organizations have regular contact with customers, they are in a prime position to uncover upsell and cross-sell opportunities. Instructors often hear things from students that indicate other needs that they or their company may have, and for which the instructor’s company offers a solution. This translates to a lead that can be forwarded to the Sales organization.

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Topics: education services, support services, professional services, sales, Blending Service and Sales Motions, customer training

TSIA’s LAER Customer Engagement Model Explained [Animation]

Posted by Nicole Dornsife on 4/20/18 5:00 AM

In this new business era, customers are more interested in the outcomes they can achieve with their technology purchases than with the technology itself. This is causing a need for technology suppliers to follow a new customer engagement model that can help prevent customer churn. That’s why TSIA created the LAER model, which consists of four key steps along the customer journey from the perspective of the technology supplier: Land, Adopt, Expand, and Renew. In this short animation, you’ll get a quick overview of each stage of the LAER model and how they relate to different functions within your organization.

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Topics: video, LAER, customer engagement, animation

How Field Service Engineers Can Be Your Customer’s Trusted Advisors

Posted by Vele Galovski on 4/17/18 5:00 AM

An adage in business is that “nothing happens until you sell something.” Nothing to install, nothing to service, nothing to renew. Great hardware and equipment manufacturers have been built on great engineers creating great products for great salespeople to sell, and the best of the best repeated this cycle as often as they could. Discussions between customer and supplier revolved around the initial sale, and “services” were comprised of customization and installation and/or support and maintenance contracts. Then, the engineers developed a product refresh and the cycle started all over again. However, as we’ve previously discussed in B4B, the conversations are changing.

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Topics: field service engineer, customer outcomes, field services, cross-sell, upsell, trusted advisor, field service, Blending Service and Sales Motions

What is Expand Selling?

Posted by Steve Frost on 4/12/18 5:00 AM

TSIA Expand Selling research provides clear guidance on how to utilize Services and Customer Success teams in the Sales process for cost-effective revenue growth from existing customers. The name “expand selling” is derived from the third stage in TSIA’s Land, Adopt, Expand, Renew (“LAER”) customer engagement model. It is rooted in TSIA’s belief that selling can be the natural, helpful outcome of a Services conversation, as long as it is taken within the mindset of helping the customer solve their problem, achieve their goals, and drive value from their technology investment.

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Topics: services, sales, expand selling, LAER, collaboration, cross-sell, upsell, trusted advisor, touchpoint calculus

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