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

How to Make Your Contact Center More Efficient with Data Visualization Software

Posted by Jodi Beuder on 4/21/15 6:30 AM

Photo mosaics are great for tricking the eye. When looked at from a distance you see one image, but upon closer inspection you realize that the image is actually made up of hundreds, if not thousands, of smaller images. Contact centers can be similarly tricky, because how you perceive your data, or the big picture, depends on how it is interpreted from individual contact center interactions. While it’s easy to compartmentalize the information and get one picture, when looked at more holistically, an entirely new picture emerges. Data visualization (DV) software is one tool that allows contact centers to create “mosaics” from their data. Having the ability to sort through all the information and make sense of it in usable and understandable ways gives managers and employees the opportunity to make changes so that performance efficiencies can be realized. 

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Topics: data, data analytics

A Sneak Peek at the Latest Developments in Expand Selling

Posted by Mark Middlekamp on 4/16/15 6:30 AM

Since I published my first post on expand selling, TSIA has made a lot of progress in exploring and gaining insight into this rapidly emerging concept. With the combined help of member and non-member participation in our first-ever Expand Selling Practices and Metrics survey, as well as interviews with 20 executives within TSIA’s membership, we were able to get a perspective on how companies are approaching customer engagement models and the four phases of Land, Adopt, Expand, and Renew. These research initiatives have helped us learn more about the roles that currently exist across sales, services, customer success, and account management, and how they are defined, incented and organized to accelerate revenue growth at scale. 

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Topics: TSW Best Practices, expand selling

6 Field Services Trends to Look for in 2015: Part 2

Posted by Vele Galovski on 4/14/15 6:30 AM

In part 1 of this two-part blog series, I talked about some of the top 6 emerging trends in field services occurring as the result of major changes in the industry. Here are the last three trends on this list that you can expect to see as we continue through 2015. 

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Topics: field services

4 Tips For Driving Customer Success

Posted by Dhaval Moogimane on 4/9/15 6:30 AM

Customer success has always been important for enterprise software providers. Over the past year, the tenor around customer success has taken on a sense of urgency, with over 70% of top software providers stating that it has become a top priority.

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Topics: customer success

Keynotes You Can't Afford to Miss at TSW 2015 Best Practices

Posted by Technology Services Industry Association on 4/7/15 6:30 AM

TSW 2015 Best Practices is almost here, and there’s still time to take advantage of this unique opportunity to learn from some of the sharpest minds in our industry. Here’s a quick look at just some of the great keynote sessions we have lined up that are all about how your business can start driving adoption and outcomes. 

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Topics: TSW Best Practices

How the Cloud is Affecting Professional Services

Posted by Bo Di Muccio on 4/2/15 6:30 AM

Between big data, the cloud, and changing customer demands, there is an increasing pressure on technology companies to facilitate customer outcomes. As a result, many companies have already begun moving from being more product-oriented in their relationships with customers to being more outcome-oriented, but it is an ongoing process that will only continue to evolve, resulting in big impacts on professional services organizations. Here are some key trends that TSIA has observed in early 2015.

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Topics: big data, cloud, professional services

3 Ways to Move from Free to Fee: Education Services

Posted by Maria Manning-Chapman on 3/31/15 9:07 AM

There is a lot of discussion in education services organizations over what content should be free, and what should be fee-based. I refer to this as the “free to fee continuum." While it’s becoming more common to offer free content, the age-old fear has been that if content is available for free, it will negatively impact the fee-based business. Fortunately for education services, there is a concept that can help counter this fear called “land and expand.”

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Topics: education services, Land + Expand

6 Field Services Trends to Look for in 2015: Part 1

Posted by Vele Galovski on 3/26/15 6:30 AM

With major change affecting the technology services industry as a whole, it’s important to stay on top of how emerging trends can affect your business. Based on the results of TSIA’s most recent research and member survey responses, here are 3 of the top 6 trends affecting field services to keep any eye on in 2015.
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Topics: field service, service trends

How Your Cloud Company Can Drive Customer Success at Scale

Posted by Thomas Lah on 3/25/15 10:51 AM

Subscription renewals are essential to the financial health of your cloud company. After landing the initial subscription sale, you must continue to be proactive in driving customer adoption to secure the renewal and minimize churn. To do this, many SaaS companies are investing in customer success organizations to ensure subscription renewals and create fertile ground for customer revenue expansion activities. TSIA has developed a step-by-step framework for cloud companies to use as a guide for establishing and driving customer success. Here’s a sampling of three of the key steps to help you get started down the right path.  

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Topics: customer success, cloud

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