Learn About Smart Services and IoT from TSIA in Switzerland!

Posted by Technology Services Industry Association on 1/19/17 5:00 AM

As the rise of smart, connected products continues to influence how today’s businesses are run, it’s imperative to understand exactly how smart services and the Internet of Things (IoT) are impacting your business and the technology and services industry as a whole. To answer common questions on this topic and offer a forum for constructive discussion, TSIA will be hosting a one-day Field Services summit called, “Transforming Your Field Service Organization with Smart Services and the Internet of Things” in Basel, Switzerland this March. 

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Topics: field services, internet of things (IoT), summit, TSIA Research, TSIA Strategic Services, smart services

A Closer Look at On-Premise Customer Success Programs

Posted by Irit Eizips on 1/18/17 10:57 AM

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically. In many ways, Customer Success has become synonymous to SaaS. But what about on-premise clients? To try and assess the answer to this question, I interviewed Noy Bar, Americas Region Customer Success Manager at HP Enterprise and Anna Connell, Sr. Director of Global Subscription Sales at Proofpoint. In this blog, I share their observations on the differences between Customer Success programs for SaaS and those for on-premise, derived from their professional experience over the past few years.

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Topics: customer success, x-as-a-service (XaaS), software-as-a-service (SaaS), customer success manager

The Converging World of Managed Services

Posted by George Humphrey on 1/17/17 8:40 AM

Historically when we've thought of convergence in the tech industry, we thought of a variety of technologies merging together, such as voice and data or storage and networking. Hyper-convergence infrastructure is a term used to encompass storage, computing, and virtualization. Stand aside pings and packets, there's a new type of convergence out there. We're talking about service convergence, and it's something we've identified at TSIA as a major market trend.

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Topics: x-as-a-service (XaaS), managed services, support services, professional services, managed XaaS, TSIA Organizational Convergence Series, consumption gap, complexity avalanche, services convergence, organizational convergence

TSW is Looking for Technology Providers to Exhibit in the EXPO

Posted by Technology Services Industry Association on 1/13/17 5:00 AM

TSIA's Technology Services World conferences are where the industry’s top technology and services practitioners come to stay on top of the latest trends and get strategies for overcoming their biggest business challenges. If you’re a technology solutions provider with an exciting product or service you’d like to share with our audience of over 1,300 tech professionals, ask us about becoming an exhibiting sponsor in the TSW | EXPO

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Topics: Technology Services World Conference

The Year of Convergence

Posted by Thomas Lah on 1/12/17 5:00 AM

Our industry has been debating the pros and cons of converging service organizations for years. And for good reasonthere are so many obvious and truly meaningful benefits that can be realized by breaking down the silos:

  • A more streamlined service offer portfolio
  • Improved resource utilization
  • Elimination of redundancies in skills and capabilities
  • Improved economics achieved through cost optimization

Yet to date, there has been little more than lip service paid to the idea of collapsing and blending service organizations and capabilities. Understandably so, as there are careers and jobs at stake, not to mention just how daunting a task it is to dismantle and reassemble longstanding and highly stable structures and processes.

But in spite of the inherent forces of resistance, we at TSIA believe that 2017 is the year where we will see widespread and meaningful progress made on services convergence. Here's why.

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Topics: organizational change, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

4 Self-Service Trends and Pacesetter Practices to Watch in 2017

Posted by John Ragsdale on 1/11/17 5:00 AM

With the unprecedented planned spending for customer self-service portals, companies are looking for help on where to start. Over the last year, TSIA's VP of Support Services Research, Judith Platz, and I have had the opportunity to work with multiple TSIA members on evaluating their current self-service programs, tools and metrics, and making recommendations on investment priorities to accelerate self-service success. I'm hoping these engagements have been as informative for the members as they have been for us.

As we head into 2017, I wanted to recap some trends and member pacesetter practices we are tracking related to self-service.

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Topics: support services, social support, customer support, online communities, online support, customer engagement, self-service support, knowledge base

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

Posted by Technology Services Industry Association on 1/10/17 9:00 AM

Landing new customers will always be an important part of growing your business, but what happens after they've been onboarded? 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 take advantage of revenue opportunities from within their existing 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, expand selling, LAER

Are You Providing Regular Soft Skills Training?

Posted by Kari Dodge on 1/5/17 5:00 AM

Even if they have years of experience, your support staff needs to be trained on their soft skills on a regular basis. The expectations of today's customers are constantly changing, and what made them happy last year won't necessarily cut it this year. It's up to your staff to stay current and be ready to deliver the highest level of customer satisfaction in this highly competitive climate. In this post, I'll share how you can make sure your support services team can stay on top of the latest support techniques to continue delighting your customers.

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Topics: support services, customer satisfaction, training, customer support, TSIA Strategic Services, soft skills, support staff excellence

6 Tactics for Achieving Your Strategic Plan

Posted by Vele Galovski on 1/3/17 8:58 AM

In my last post, I shared the top 4 reasons why 9 out of 10 strategic plans fail. Now that we're in a new year and need to put these plans into motion, you'll need to get everyone in your company moving toward your established goals. In order to do this, it's best to make your strategic plan as focused and as simple as possible, but not too simple. Here are 6 tactics you can use to improve your strategic plan's success rate and achieve your goals.

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Topics: field services, hardware manufacturers, strategic plan, How to Achieve Your Strategic Plan

Welcome New TSIA Members! December Edition

Posted by Technology Services Industry Association on 12/21/16 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: cloud, healthcare, professional services automation (PSA), software-as-a-service (SaaS), marketing, New TSIA Members, HHIT, hardware manufacturers, software

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