The Next Big Thing in Tech: Outcome Engineering

Posted by Glenn Gramling on 4/28/17 5:00 AM

Most technology suppliers don’t think about delivering business outcomes to their customers. For years, the technology industry has delivered products and services to enable the customer to own their outcome. The book B4B profiles how the buyers of technology are changing and the industry-wide impact of new business models that are emerging as a result. No longer is the CIO/VP of IT the only decision maker for technology. Increasingly, line of business executives are involved in the selection and purchase of new solutions.

They want their technology to deliver a business outcome, and these buyers have different measures (KPIs), industry vertical expertise, and technology insights gained from the Internet. These new buyers are more confident in their own ability to make decisions and are no longer completely reliant on suppliers to point them to the right solution. So, what can suppliers do to meet the needs of this new type of buyer and help them achieve the outcomes they’re looking for?

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Topics: outcome engineering, Outcome Chains

3 Service Lines That Can Benefit from Partnering with Education Services

Posted by Maria Manning-Chapman on 4/27/17 5:00 AM

Convergence, what does it mean? In the literal sense, convergence is when two, or more, things come together and unite in a common interest or focus. Why are service lines and other internal organizations considering convergence, and why now? The short answer is: recurring revenue models (think subscriptions). Recurring revenue models require companies to think differently than they have in the past, with particular focus on driving product adoption, subscription renewal rates, and expansion of the company footprint in each account.

This shift of focus requires organizations that have functioned independently in the past to come together to ensure the success of the customer. A step in the convergence direction begins with partnership, and there are three organizations with whom education services should consider partnering: customer success, professional services and support services. 

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Topics: customer success, education services, support services, professional services, training, learning-as-a-service (LaaS), TSIA Organizational Convergence Series, convergence

Navigating the World of Recurring Revenue Offers [Infographic]

Posted by J.B. Wood on 4/26/17 5:00 AM

With the new generation of business models focusing more on recurring revenue, particularly subscription-based cloud offers, many technology suppliers are finding themselves needing to change certain aspects of their businesses and how they function. Understandably, there is a certain amount of pain that’s associated with this major transition. This is why at TSIA, we’ve made it our mission to address those pain points and help technology companies successfully come out the other side of this transformation process as a profitable recurring revenue business. This infographic outlines 6 key steps along the journey to building a new or refining an existing recurring revenue business from the perspectives of the customer, the shareholder, and how customer success can bridge the gap between the two creating a cohesive roadmap for success.

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Topics: customer success, cloud, subscription-based offers, infographic, recurring revenues, The Recurring Revenue Journey

3 Resource Management Challenges that Demand New Models and Practices

Posted by Chris Scalia on 4/25/17 5:00 AM

This is an exciting time for services providers. As established by the Technology Services Industry Association (TSIA) in the ground-breaking book B4B, there is major transformation taking place: providers are evolving from simply delivering products and implementing software to delivering business outcomes. This transformation is necessary and, moreover, exciting, as it brings tremendous new opportunities. However, it is also a very challenging time. 

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Topics: professional services, resource management, TSIA Partners

TSW Keynote Preview: Organizing for Recurring Revenues [SlideShare]

Posted by Thomas Lah on 4/21/17 5:00 AM

Even though markets and the revenue streams are rapidly migrating toward XaaS, the financial and organizational models of many technology companies are still catching up. So where do these organizational models need to change in order to keep up with where the revenue is now going? I explore this topic and more in my upcoming Technology Services World keynote presentation, “Organizing for Recurring Revenues.” Take a look at this SlideShare for a preview of what I’ll be covering.

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Topics: keynote, organizational structure, slideshare, Technology Services World Conference, recurring revenues, organizational convergence

Welcome New TSIA Members! April Edition

Posted by Andrew Cromey on 4/20/17 5:00 AM

At TSIA, we are dedicated to helping services organizations both large and small grow and advance in the technology industry. We'd like to take the opportunity to welcome our newest members, as well as acknowledge companies already a part of the TSIA community who have recently expanded their membership to include additional service disciplines TSIA has to offer. Here's a little bit about each company, in their own words.

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Topics: New TSIA Members

How Field Services is Transitioning to the As-A-Service Model

Posted by Vele Galovski on 4/19/17 5:00 AM

At TSIA, we receive a steady stream of inquiries from our members, which give us insight into the most pressing business challenges technology companies are facing across the industry. We then translate these challenges into a list of capabilities organizations will need to embrace in order to succeed in the coming years. One of these key capabilities is something that has become so prevalent across the industry that we've dedicated the theme of our upcoming conference, as well as an entire blog series to it: organizational alignment and convergence.

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Topics: x-as-a-service (XaaS), field services, TSIA Organizational Convergence Series, services convergence, organizational convergence

Get on the Fast Track to Business Outcomes with TSIA Strategic Services [Infographic]

Posted by Tom Pridham on 4/18/17 5:00 AM

Exclusively available to TSIA members, TSIA Strategic Services can help you achieve your desired business outcomes even faster by directly engaging our team of research experts. Through Speaking, Workshops, and Advisory Sprints, you can educate and align your team, get focused advisory, and receive a customized plan of action for business transformation. In this infographic, you’ll see examples of how TSIA members have taken advantage of our various Strategic Services offerings to achieve specific business results.

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Topics: infographic, TSIA Strategic Services

3 Ways Video Collaboration Empowers Your Service Operation

Posted by Marieke Wijtkamp on 4/12/17 5:00 AM

Empowering service operations with video comes in many different forms. To some, video enables online chat with customers, while to others, video brings remote experts into the field virtually to help troubleshoot assets. Regardless of the approach, video is quickly becoming an accepted and desired form of communication.

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Topics: mobility, field services, video

How To Address Big Professional Services Business Challenges

Posted by Bo Di Muccio on 4/10/17 5:00 AM

TSIA membership gives our customers the ability to ask us questions, which we refer to as “inquiries.” Addressing services leaders’ business questions in a fact-based way is one of the reasons we exist, and if the thousands of inquiries that come in every year are any indicator, it’s an extremely valuable resource for our members. This steady inquiry stream also serves a dual purpose, in that they provide me and the rest of the research team with a real-time source of information about what service business challenges (SBCs) are the most common and most pressing for our members. 

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Topics: professional services, TSIA Survey, Open TSIA Surveys, professional services organization, compensation

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