[Video] What Expand Selling Can Do For Your Revenue Growth

Posted by Technology Services Industry Association on 5/22/15 6:30 AM

At TSW 2015 Best Practices, President and CEO of TSIA, J.B. Wood proudly introduced TSIA’s newest research discipline: Expand Selling. Through this emerging new concept, TSIA is taking the lead in helping companies find the fastest path to top line revenue growth by growing customers.

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Topics: expand selling

Congratulations Vision Awards Winners!

Posted by Technology Services Industry Association on 5/19/15 6:30 AM

On the final day of our recent TSW 2015 Best Practices conference was the Vision Awards competition, where some of the best and brightest in the industry came together to share their latest innovations with the TSW audience, who then voted for their favorites. There was a wide range of different solutions, including learning tools, expand selling, and professional service automation, but three solutions stood out and took home the trophy, and for one lucky startup, a check for $10,000 presented by the President and CEO of TSIA, J.B. Wood. We'd like to take a minute to congratulate this year's Vision Awards winners! 

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Topics: Vision Awards

Driving Service Efficiency in the Age of IoT

Posted by Vele Galovski and Harald Kopp on 5/14/15 6:30 AM

In our last post, Smart Products Need Smart Services: How IoT Affects Industrial Equipment, we introduced the TSIA Remote Services Continuum, which provides a framework for companies that have implemented or are considering incorporating smart, connected products as part of their product portfolio. Today’s post will go into more detail on the first and, by far, most common step along the continuum: Service Efficiency.

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Topics: mobility, support services, Industrial Equipment and Technology, field services, IoT, industrial equipment, internet of things,, remote services, service efficiency, smart services

Come Speak at TSW 2015 Service Transformations!

Posted by Technology Services Industry Association on 5/12/15 6:30 AM

Do you have something to say? We’re looking for industry professionals just like you to speak at our fall conference, TSW 2015 Service Transformations, October 19-21 at the ARIA in Las Vegas.

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Topics: TSW, Technology Services World Service Transformations, Call for Speakers

TSW 2015 Best Practices is Almost Over! Here’s What’s Happening on Day 3

Posted by Technology Services Industry Association on 5/6/15 7:00 AM

TSW is almost over, but there’s still a full day ahead before we say our goodbyes to Santa Clara. Here’s what’s on tap for the final day of TSW 2015 Best Practices, plus news about a special announcement regarding the future of TSW conferences! 

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Topics: TSW Best Practices

Get Ready for an Exciting Day 2 at TSW 2015 Best Practices

Posted by Technology Services Industry Association on 5/5/15 6:30 AM

Yesterday got off to a great start with lots of energy and excitement around what we as an industry are doing to drive adoption and outcomes. Today, we’re keeping the momentum going with even more great sessions and fun events planned for the day, starting bright and early this morning. Here’s what’s on the schedule for Day 2 of TSW 2015 Best Practices. 

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Topics: TSW Best Practices

Here’s What’s Lined Up For Day 1 of TSW 2015 Best Practices!

Posted by Technology Services Industry Association on 5/4/15 11:15 AM

The TSW 2015 Best Practices conference commences today at the Santa Clara Convention Center, bringing together the largest collection of service practitioners under one roof. We have a great lineup of exciting events and insightful sessions in store for you today. Here’s a look at what you can look forward to on Day 1 of the conference!

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Topics: TSW Best Practices

Smart Products Need Smart Services: How IoT Affects Industrial Equipment

Posted by Vele Galovski and Harald Kopp on 4/29/15 8:36 AM

Last October, CEO of General Electric, Jeff Immelt, kicked off GE’s Minds+Machines conference with this statement:

"You went to bed last night as an industrial company. You will wake up in the morning as a software and analytics company."

So what would make the CEO of an industrial equipment giant say this? In addition to their wide range of product offerings, GE is quickly becoming a software and analytics company that is stretching the definition of what a product is and how they can improve their customer’s outcomes with that newly defined product. In the new age of IoT (Internet of Things), your industrial equipment organization can benefit by taking GE’s lead in developing services that support your products. 

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Topics: mobility, field service, Industrial Equipment and Technology, IoT, industrial equipment, internet of things,

Game Over! 5 Gamification Pitfalls to Avoid

Posted by David Kay on 4/28/15 6:30 AM

We’re big fans of gamification, that is to say, the use of game design techniques in non-game situations. Gamification gives team members timely feedback, reinforces good behaviors, and can kindle healthy competition. (Tweet this!) But, as with any reward and recognition program, gamification done wrong can cause big problems. Based on industry experience, especially with knowledge workers in technology services, here are the top five gamification gaffes to avoid.

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Topics: performance management, TSW Best Practices, customer support, gamification

Virtual vs. Human Support: It's Time to Shake Hands with Technology

Posted by Dennis Gershowitz on 4/23/15 6:30 AM

I recently saw a quote by IntelliResponse about how Gartner is predicting that by 2020, customers will manage 85% of their relationship with an enterprise without interacting with a human. In fact, in one of their recent surveys, 56% of the respondents indicated that they have a self-service initiative underway. However, the challenge remains with the people using it and the technology. 

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Topics: customer support, customer experience mapping


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