Making Products A Priority for Professional Services

Posted by Bo Di Muccio on 2/26/15 6:30 AM

With the rise in adoption of cloud and subscription-based solutions, many professional services organizations are feeling increased pressure to move away from products and product-attach services in favor of providing customer outcomes. However, for many PSOs, it actually makes more sense to continue improving their Level 2 offers before seeking out new Level 3 and Level 4 opportunities.

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Topics: professional services, service capabilities

Where Are They Now? Vision Awards Winners

Posted by Technology Services Industry Association on 2/24/15 6:30 AM

TSW 2015 Best Practices is just around the corner, and everyone’s talking about who will win this year’s Vision Awards. Will it be you? If you haven’t yet applied, don’t worry, there’s still time! Companies who want to showcase their service innovations can apply by March 6th, with a $10,000 cash prize being awarded to one lucky startup business. We talked to some previous Vision Awards winners who shared their stories about where they are now, their personal experiences, and how winning this prestigious award has benefitted their business. 

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Topics: Technology Services World Best Practices, Vision Awards

Why Social Media Support Is More Important Than You Think

Posted by John Ragsdale on 2/20/15 6:30 AM

We’ve already examined how to offer social support through online discussion communities, but now it’s time to explore the second part of this customer satisfaction puzzle: social media support. Support interactions through social media channels such as Facebook, Twitter, and LinkedIn, etc., can play an important role in providing the level of support your customers have come to expect from you and your business.

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Topics: social media, social support

[Infographic] The Benefits of Attending TSW 2015 Best Practices

Posted by Technology Services Industry Association on 2/18/15 6:30 AM

There’s still time to register for our Spring conference, TSW 2015 Best Practices in Santa Clara, CA. This year’s event focuses on driving adoption and outcomes, where top industry professionals will not only help you understand the concept of B4B, but also provide a clear path for you to follow to grow and thrive in the ever-changing world of technology services. Check out this infographic to see for yourself what makes this event so worthwhile for you and your business.

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Topics: TSW Best Practices

4 Things You Always Wanted to Know About Professional Services (But Were Afraid to Ask)

Posted by Bo Di Muccio on 2/12/15 6:30 AM

At TSIA, we are in constant communication with our members through surveys, conferences, and frequent one-on-one conversations. In my talks with our professional services members, there have been four frequently asked questions that continue to come up. I’d like to take this opportunity to answer some of the top questions I receive about project performance, pricing, sales models, and the technology and tools you should be using in your professional services organization. 

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Topics: professional services, project performance, project management

Why You Need to Provide Social Support

Posted by John Ragsdale on 2/10/15 6:30 AM

Customer satisfaction goes beyond fielding customer phone calls and on-site visits. You must also be able to provide social support through a variety of online channels, including email, online discussion communities, and social media. When your customer has a problem with your technology, the majority will first try to solve their issue themselves via an online search (Tweet this!). For many organizations, providing social support can seem like a lot of work, but in the long run, it can lower your operational costs, increase customer satisfaction, and allow your support team to better assist your customers.

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Topics: support, online communities, social, online support

Invest Smarter: Top Service Capabilities You Should Develop in 2015

Posted by Thomas Lah on 2/5/15 6:30 AM

It’s no secret that the technology services industry has experienced a dramatic shift in recent years when it comes to customer demands. In an effort to overcome the emerging challenges as a result of this change, more businesses are developing new and improved service capabilities that promote customer outcomes. While investing time and money into the right capabilities will allow your business to continue to grow, how do you determine which capabilities will be the most beneficial to your organization?
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Topics: performance management, service capabilities

Leave the Management to Us: Outsourcing Your Day-to-Day Operations

Posted by George Humphrey on 1/29/15 6:30 AM

It appears we’re in for a pretty exciting year for managed services, as more and more businesses are looking to MS providers to assist in their day-to-day-operations. While this is an up-and-coming trend, there are still some companies that are looking into implementing managed services within their organizations, but are uncertain of exactly what it is and how it can help. Here’s a quick rundown of the many ways managed services can assist you in your daily processes to keep your organization running like a well-oiled machine.
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Topics: XaaS, managed services, outsourcing,

Tips For Optimizing Your Recommendation Engine for Customer Outcomes

Posted by Bryan Girkins on 1/27/15 6:30 AM

In today’s B4B world, meeting business outcomes for the customer is increasingly more important. If suppliers can present valid solutions to the pressing issues facing customers at the right time, then win rates will improve, suppliers’ business will grow, and customers will gain success. Can these offers, or at least the presentation of the offers, be automated? 

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Topics: knowledge management, best practices, recommendation engine

What Makes a Successful Learning-as-a-Service Offer

Posted by Maria Manning-Chapman on 1/22/15 6:30 AM

The XaaS model, which refers to “anything”-as-a-service, has become a hot topic in the technology services industry. In response to this growing trend, education service providers are starting to develop learning-as-a-service (LaaS) offers that include cloud-based tools, providing customers with even more accessibility to education resources that benefit learners and educators alike. Here are some things to keep in mind to help you get started in creating your own LaaS offering.

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Topics: mobile learning, XaaS, education services, e-learning, LaaS

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