Inside Technology Services

Tips for Creating a Customer Success Function Within Your Organization

Posted by Judith Platz on 11/21/14 6:30 AM

Customer Success is becoming 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. Earlier this year, TSIA conducted a baseline survey to understand the current state and emerging practices for customer success. We've used this data to create a list of recommendations for building a customer success function within your company.

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Topics: customer success, XaaS

Improving Project Performance by Creating Best in Class Projects

Posted by Bo Di Muccio on 11/20/14 6:30 AM

If there is one constant in technology professional services (PS), it is the desire to improve project performance. With few exceptions, that is the one motivation all PS executives share. The reason for this is simple: the vast majority of PS delivery occurs in the form of projects, rather than as a continuous service. It stands to reason that PS managers are constantly seeking to understand and enhance project performance.

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Topics: performance management, professional services, project performance

A 3-Step Guide to Locating, Recovering, and Securing Hidden Revenues

Posted by Thomas Sindemann on 11/18/14 6:30 AM

Empirical evidence shows that technology services businesses tend to lose up to five percentage points of their profit margin due to untapped revenue potential within their own customer base. A major part of this missed revenue opportunity is based on already performed services that have been overlooked or poorly invoiced.

However, as hidden revenues are a common problem with similar causes among technology services firms, they can be addressed in a three-step approach to locate, recover, and secure them effectively and efficiently. In this guide, we'll show you how to positively impact your company's profit margin simply by identifying and recovering charges due for services rendered.

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Topics: service revenues, service revenue, revenue, hidden revenues

Service Revenue Generation Member Survey Now Open!

Posted by Julia Stegman on 11/14/14 6:30 AM

This year’s TSIA Emerging Offerings Survey is now open! While participation in this survey is only available to TSIA Service Revenue Generation (SRG) member companies, we’d like to share what we’ve learned from last year’s results, what emerging trends we aim to uncover this year, as well as invite you to participate and share in this unique research opportunity by becoming a member of TSIA’s SRG discipline.


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Topics: service revenue generation, TSIA Member Survey

Products Are Out, Services Are In: The Future of XaaS

Posted by George Humphrey on 11/13/14 6:30 AM

There’s a “mega trend” occurring in the technology industry that’s accelerating at an impressive rate, and that’s increased demand for “service-based consumption models”, or XaaS. Customers are changing how they choose to procure technology, focusing primarily on individual services and outcomes rather than products. (Tweet this!) As a result, product-based companies are experiencing declining product revenues while their services revenues are on the rise. It’s becoming clear that embracing an XaaS model as part of your managed services business can help increase your company’s revenue potential.

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Topics: XaaS, SaaS, managed services, consumption, consumption models, service-based consumption

Building a Customer Portal: Where to Start

Posted by John Ragsdale on 11/11/14 6:30 AM

At our recent Technology Services World conference, I spent a day in one-on-one meetings with members, discussing their technology challenges and planned projects. One topic kept popping up again and again: creating a customer portal on the company website. With so many companies confused about where to begin, here are some best practices and lessons learned to consider. 

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Topics: knowledge management, customer portals, online knowledge base

Top Reasons Knowledge Management Programs Fail

Posted by John Ragsdale on 11/7/14 6:30 AM

While most companies understand the enormous potential of knowledge management, there are a lot of obstacles that can thwart their success. Based on the results of my 2nd Annual Knowledge Management Survey, I was able to identify some common issues that could determine the success or failure of a knowledge management system, how to fix them, and how to prevent them from happening in the future.

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Topics: knowledge management, knowledge sharing

Seeking Tech Service Leaders to Share Insights at TSW 2015 Best Practices

Posted by Technology Services Industry Association on 11/6/14 6:30 AM

Are you an expert in your field with a great best practice case study to share? We are currently accepting speaker applications for the spring TSW 2015 Best Practices conference from now until December 5, 2014. Take advantage of this unique opportunity to share your insights on driving adoption and outcomes and receive recognition for your company’s achievements! (Tweet this!)

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Topics: TSW Best Practices, Technology Services World Best Practices, Technology Services World, outcome, adoption, Call for Speakers

TSIA Congratulates the 2014 STAR Awards Winners

Posted by Technology Services Industry Association on 11/4/14 6:30 AM

Thank you everyone for helping make 2014 TSW Service Transformations conference our best yet, with record attendance and lingering excitement about the future of the technology industry. We’d like to take a moment to once again congratulate the winners of the 2014 TSIA STAR Awards that were announced during the Awards Celebration Gala at the conference. 

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Topics: TSW, TSW Service Transformations, STAR Awards

5 Reasons To Invest in Training for Your Service Team

Posted by Jodi Beuder on 10/30/14 6:30 AM

It’s tough to get much return on investment (ROI), these days, so the recommendation to invest in customer service is often met with “Yes, I know we should, but…” And then there are the excuses “too expensive”, “not in the budget” or “the money is better spent elsewhere”. So why invest in training? By definition, “invest” means to put valuable resources into something you expect will give a personal or financial gain; to spend or devote for future advantage or benefit. So let’s look at how and why an investment in your customer and technical service team can pay off. 

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Topics: ROI, training, customer service


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