Inside Technology Services

[Infographic] The Current State of Knowledge Management Culture

Posted by John Ragsdale on 9/30/14 6:30 AM

Implementing a good knowledge management system is key to improved productivity within your organization, and can be achieved through proper transformation of your KM processes, people, and technology. Though many companies are moving toward adopting and using KM tools, many may not be using them to their full potential. In TSIA’s 2nd annual KM survey, we asked participants about their current core KM processes, tools, and metrics to see how their company is sharing knowledge within their organization.

This infographic gives a brief overview of the findings of our survey that provides insight into the current state of knowledge management culture in the technology industry. How would you rate your company’s knowledge sharing culture?

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Topics: knowledge management

TSIA Executives to Present Customer Success Sessions at Dreamforce

Posted by Trisha Bright on 9/25/14 6:30 AM

TSIA’s president and CEO, J.B. Wood, and executive director, Thomas Lah, have joined the list of speakers for the 2014 Dreamforce conference October 13-16 at the San Francisco Hilton to offer their first-hand knowledge of the benefits of customer success. Dreamforce is a four-day conference hosted by Salesforce.com where industry professionals, product experts, and world leaders alike join together to share insights, stories, and discuss how to succeed in business and in life.

Join J.B. and Thomas for their speaking sessions, where they will provide an inside look at TSIA research and talk about the importance of customer success and how providing outcome-based solutions can benefit your organization.

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Topics: customer success

4 Ways B2B Suppliers Can Become Business Partners With Customers

Posted by Paul Hesselschwerdt on 9/23/14 6:30 AM

The customer-supplier relationship is changing fast in B2B. Customers today are better informed than they were a decade, or even just a few years ago. Owing to increasingly sophisticated procurement teams and purchasing consultants armed with troves of data, companies can readily define solutions for themselves, without the help of suppliers.

Suppliers are increasingly judged primarily on price, but trusted business partners are seen as providing value by helping their customers achieve their most important business outcomes. So how do your people in the field differentiate themselves and your company? Here are 4 ways B2B suppliers can add value to customer relationships and distinguish themselves as a trusted business partner. 

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Topics: B2B, customer outcomes, field services

What Customer Success Means For B4B

Posted by J.B. Wood on 9/19/14 10:07 AM

Even though it’s been 50 years since the first mass-produced computer appeared on the market, as an industry we're only just now beginning to investigate what it means to get involved in driving the success of our customers. In my webinar “Customer Success: Organization or Set of Offers?” we explored who within your organization should be facilitating customer outcomes. Here’s a brief recap of some of the points we talked about.

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Topics: customer success, SaaS

How Social Media Can Enhance the Customer Experience

Posted by Jodi Beuder on 9/18/14 6:30 AM

Implementing a strategy to interact with your company’s customers via social media is complex, costly, time-consuming and ever-changing. Despite these hurdles, if your company is ignoring social media or thinking that it can enhance the customer experience without a social media strategy, think again. There is no getting around the fact that implementing a social media strategy consumes energy and resources, but managing your online presence via social media channels requires more than simply signing up for a Facebook or Twitter account.

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Topics: customer experience, social media

How Mobility Can Help Drive Customer Adoption

Posted by Vele Galovski on 9/16/14 6:30 AM

The traditional supplier model of make, sell, and ship is no longer all it takes to keep customers happy. In today’s market, manufacturers are not only expected to continue making and supporting great products, but must also work directly with customers to help them achieve their desired outcome.

Fortunately, with the added help of emerging mobile technology, field services technicians are in an ideal position to maintain an ongoing relationship with customers, and are quickly becoming the driving force behind increased end-user adoption and consumption in the technology industry. In my webinar, The Connected Technician, I discuss how field services is leveraging mobility to create a better customer experience and increase value.

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Topics: mobility, field services

[Infographic] Are You Optimizing Your Contract Renewal Potential?

Posted by Julia Stegman on 9/12/14 6:30 AM

When even just one point of improvement in your renewal rate can translate to millions of dollars, your customer retention rate can make a huge impact on your bottom line. But just how optimized is your current renewal process? TSIA analyzed the renewal maturity models from 35 global companies to gain insight into their maintenance and support contract revenues, and this infographic outlines their best practices.

Get an inside look at how the customer growth and retention strategies of these top companies drove their performance, such as optimizing the renewal of current service revenues and adopting a renewal model that includes expand selling. How do you measure up to the best practices of these pacesetting companies?

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Topics: service revenue generation, SRG, renewal maturity models

6 Questions to Help You Improve Customer Success

Posted by Judith Platz on 9/9/14 6:30 AM

“Customer success” is a phrase we’re hearing more frequently in the services industry. In fact, if you type these words into a LinkedIn search, you receive over 100,000 results; an amazing number of jobs available for a concept that didn’t exist just a few years ago.

But what does customer success mean? Some companies feel that they’ve been promoting customer success for years, and that caring for and serving customers is all that’s needed to keep them happy. While products and support remain a large part of the equation, there is a dramatic shift occurring in the technology industry where companies must quickly transform themselves into becoming a customer success organization in order to remain successful.

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Topics: customer success

A Behind The Scenes Look at TSIA's Research Summit

Posted by Thomas Lah on 9/5/14 6:30 AM

Every year, TSIA’s top research executives gather to collaborate and share their recent discoveries about current trends in the technology industry. By sharing data on industry trends, best practices, and measured data, this research summit plays a key role in further assisting TSIA’s members in reaching their goals for customer success. Executive director of TSIA, Thomas Lah, provides a behind-the-scenes glimpse into what goes on during the 2014 TSIA Research Summit. 

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Topics: customer success, outcome services, benchmarking

Free Your Knowledge Base: Part 2

Posted by David Kay on 9/2/14 7:00 AM

In part one of this series, I showed you how Google is quickly becoming your primary support portal. While this can cause anyone in the support services industry to be more than a little nervous about their perceived value to customers, I also explored and debunked some common myths surrounding the importance of having a publicly accessible knowledge base.

In this second part, I’m going to tell you how you can start utilizing your customer’s natural inclination to Google answers to your advantage and increase your value by providing easily accessible answers to support related questions.

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Topics: customer success, knowledge management, support services

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