When Instructors Aren't Instructing, Where Does Their Time Go?

Posted by Maria Manning-Chapman on 7/2/15 6:30 AM

The typical staffing model for education services organizations is very delivery intensive, where instructors make up the majority of the organization’s headcount. To keep instructors instructing rather than focusing on non-productive, non-billable tasks, it’s up to ES organizations to ensure that instructors are spending their time efficiently.

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Topics: education services

Sales are Everyone’s Responsibility: Expanding Your On-Site Sales Force

Posted by Technology Services Industry Association on 6/30/15 10:15 AM

Sales are at the heart of every successful business, but new selling opportunities can present themselves to anyone within a company, not just your dedicated sales team. (Tweet this!) In his blog post, “Creating a Powerful Entrepreneurial On-Site Sales Force,” Vele Galovski, TSIA’s VP of Research, Field Services, discusses the benefits of transforming your company’s internal culture into one that encourages the concept of sales being everyone’s responsibility.

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Topics: sales, sales staff, LAER, expand

[Infographic] Expand Selling: A Cost-Effective Approach to Growing Customers

Posted by Technology Services Industry Association on 6/25/15 6:30 AM

Landing new customers will always be an important part of growing your business, but what happens after they've been on-boarded? Tech companies invest a great deal of time and money in sales and marketing initiatives to capture net new business, but often overlook the chance to exploit revenue opportunities from their customer base. This infographic takes a look at how investing in expand selling capabilities can unlock lower-cost accelerated revenue growth from existing customers.

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Topics: revenue growth, business growth, infographic, infographics, expand selling

Surviving the IoT Revolution: A Tale of Two Companies

Posted by Vele Galovski and Harald Kopp on 6/23/15 6:30 AM

In A Tale of Two Cities, Charles Dickens wrote about life in London and Paris during the French Revolution. The story included this iconic opening line:

"It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, ..." A Tale of Two Cities, Charles Dickens

The same could be said today for industrial equipment companies trying to survive the “Internet of Things” revolution. While it is a time of opportunity for the industry, many companies will not make the transition to the new business models.

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Topics: big data, outcome services, consumption analytics, consumption, analytics, Industrial Equipment and Technology, IoT, industrial equipment, internet of things,, remote services

Outcomes and Professional Services: Stepping Out of Your Comfort Zone

Posted by Bo Di Muccio on 6/18/15 6:30 AM

The way customers are consuming technology is rapidly changing, and more attention is being paid to how suppliers are able to provide outcomes, rather than just products and services. While this industry-wide transformation is impacting everybody, not everyone will be impacted at the same rate. Professional services organizations still receive the majority of their revenues from Level 2 offers, but there is a way to ease into Level 3 and Level 4 outcome-based models by focusing on customer adoption.

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Topics: XaaS, SaaS, professional services, adoption, customer outcomes, LAER, software-as-a-service, outcomes

Expand Selling Depends on Collaboration Between Sales and Services

Posted by Mark Middlekamp on 6/16/15 6:30 AM

Successful expand selling depends on sales, services, and customer success functions working together to cost-effectively accelerate revenue growth with existing customers. (Tweet this!) Marketing, services product management, and account management all have important roles to play as well. Fortunately, expand selling is not a “zero sum” game, where one function has to lose in order for another to win, but an investment and optimization opportunity that can benefit your organization as a whole. Here are some of the ways that collaboration between different organizational functions can affect your company’s expand selling potential.

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Topics: revenue growth, sales, expand selling, LAER, organizational capabilities

Focusing on Customer Outcomes for Their Benefit and Yours

Posted by Vele Galovski and Harald Kopp on 6/11/15 6:30 AM

In previous posts in this ten-part blog series, we introduced the remote services continuum with a look at service efficiency and process optimization, and ended with a warning that this will not be enough to meet future business challenges. As customers continue to insist that suppliers move towards a Level 3 and Level 4 business model, finding new ways to save customers money and improve their business outcomes will determine the long-term success of technology companies. This is where the true opportunity of the Internet of Things resides. 

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Topics: outcome services, Industrial Equipment and Technology, customer outcomes, IoT, industrial equipment, internet of things,

From Products to Subscriptions: Q1 2015 Recap

Posted by Thomas Lah on 6/9/15 6:30 AM

In Q1 of 2015, the market gave off very mixed signals about the state of the global tech economy. The short story is that tech company revenues are down, and as a whole, our industry is shrinking. But there are some bright spots. Technology services produced another solid quarter of financial performance and continues to represent tremendous growth potential for our industry. I’d like to share a brief overview of how things played out in the public data compared to one year ago and importantly, what tech companies can do to recapture profitable growth.  

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Topics: customer success, expand selling, Service 50

Optimizing for Adoption? Ask Your Power Users for Help

Posted by Nicole Dornsife on 6/4/15 6:30 AM

When optimizing your products and services for increased adoption, you can easily find yourself too close to the situation to fully understand how your customers are using them effectively. The best way to get a detailed look at how your technology is being consumed, and even where it can be improved, is to ask your users directly. While the input of your average user is always valuable, there’s a subset of customer whose help you should be leveraging in order to unlock your solution’s full potential: the “power user”. 

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Topics: customer success, adoption, service optimization, power users

[Video] TSIA’s President and CEO Speaks at Gainsight Conference

Posted by Technology Services Industry Association on 6/2/15 6:30 AM

J.B. Wood, TSIA’s President and CEO, recently spoke at the Gainsight Pulse Conference about the role of customer success in the technology industry. Watch the full video of his powerful presentation, “How Technology and Big Data are Reinventing the Customer-Supplier Relationship.” (Tweet this!)

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Topics: customer success, SaaS


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