TSIA Outcome Chains are Here! Get the Insights You Need for the Results You Want

Posted by Technology Services Industry Association on 12/8/16 5:00 AM

We're thrilled to announce that all TSIA members now have access to TSIA outcome chains, an easy-to-use SaaS experience that makes consuming TSIA's vast vault of research and insights easier than ever before! If you have a service business challenge (SBC) that needs solving, our growing list of available outcome chains can match you with the right TSIA data, resources, and advice to help you solve it. Our library of currently available outcome chains spans across 8 service disciplines and is constantly growing. Today, you can immediately start addressing such challenges as reducing customer churn, building a managed XaaS offer, reducing cost per incident through self-service support channels, retaining field services talent, and more!

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Topics: Outcome Chains, TSIA outcome chains, outcomes

Why Knowledge Management Is Important

Posted by John Chmaj on 12/7/16 5:00 AM

I recently read a blog from TSIA's John Ragsdale on the state of knowledge management (KM) and what is shaping it today—how are organizations using it, what corporate cultures are they operating in, and who is still trying to fully understand the significant value knowledge management brings?

While there are many factors that can shape the view of knowledge management within an organization, those who have come to truly understand its value are reaping the rewards. 

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Topics: support, knowledge management, customer support, knowledgebase, online support, knowledge sharing, customer effort

Get the Business Outcomes You Want Even Faster with TSIA Strategic Services

Posted by Thomas Lah on 12/6/16 5:00 AM

Today's technology and services organizations rely on TSIA to provide them with the right business frameworks, best practices, and deep industry insight they'll need to overcome top business challenges, achieve specific business objectives, and thrive in a changing market. TSIA is excited to announce a new collection of offers designed to help companies like yours achieve desired business outcomes even faster, called Strategic Services. Through our Speaking engagements, Workshops, and Advisory Sprints, you and your organization can now choose the level of hands-on, customized assistance you'll need to meet your goals. I've asked TSIA's SVP Strategic Services and GM Major Accounts, Tom Pridham, to share with you more about Strategic Services, and how they can help your organization get the insights you need to drive the results you want in a fraction of the time.

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Topics: TSIA Strategic Services, outcomes, service business challenges

Take Part in TSIA Social Support Research!

Posted by John Ragsdale on 12/2/16 5:00 AM

Today's customer is demanding support via their preferred channels, which means that online communities and Twitter are now being used as often as phone and email. No longer just a consumer phenomenon, social support has become a common practice in enterprise support, with the majority of B2B companies offering customer discussion forums. In fact, more than half of TSIA members are now offering some level of support via social media channels. But, that doesn't mean that we, as an industry, have it all figured out just yet.

You're invited to participate in TSIA's annual Social Support Survey, which tracks year-over-year trends in social channels offered for customer support, program ownership, performance metrics, service level agreements (SLAs), and staffing for both online communities and social media support. This year, we've added some new questions that will help us gain additional insight into community activity, including the role of customers vs. employees vs. partners in answering forum questions.

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Topics: social media, support services, service level agreement (SLA), social support, customer support, TSIA Survey, online communities, multi-channel support, online support, TSIA Research

5 Metrics to Measure Maintenance and Support Revenue Health

Posted by Julia Stegman on 12/1/16 5:00 AM

Service revenues continue to play a greater role in driving both top-line and bottom-line revenue growth in technology companies. For those who deploy their technology on a customer site, maintenance and support revenues represent a significant percentage of their service revenues. As a result, these companies are receiving increasing pressure from their C-level executives to grow maintenance and support revenues year over year, which adds to the expectations for sales and marketing leaders to make that growth happen.

However, before you can start down the path to growth, you should first assess the health of your existing maintenance and support revenues so that you can make the right investments, solve problem areas, and address any blind spots in your current reporting. Here is a list of 5 critical key performance indicators (KPIs) sales and marketing can use to measure the health of maintenance and support revenues.

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Topics: adoption services, support, renewal, adoption, expand selling, services revenue generation

[SlideShare] 3 Education Services Benchmark Trends

Posted by Technology Services Industry Association on 11/29/16 8:26 AM

Through TSIA's comprehensive benchmarking program, you can measure your company's performance against your industry peers, identify your strengths, and see where you can improve to ensure future success. For a sample of the type of insight you will receive by taking advantage of this valuable resource that comes with TSIA membership, take a look at this SlideShare featuring 3 key research trends from TSIA's Education Services Benchmark Study.

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Topics: education services, benchmarking, slideshare, TSIA Research, TSIA Benchmarking Spotlight

Welcome New TSIA Members! November Edition

Posted by Technology Services Industry Association on 11/23/16 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: New TSIA Members

How Professional Services Automation (PSA) Supports Business Transformation

Posted by Technology Services Industry Association on 11/22/16 5:00 AM

It’s no surprise that services organizations rely more and more on various technologies to successfully run their businesses. Recent research shows that planned spending and adoption of Professional Services Automation solutions is on the rise, and has become a must-have technology for most business stakeholders within services organizations. PSA provides automation in core business areas along with the information necessary to make important business decisions in real-time.

We interviewed Lori Ellsworth, GM of PSA Solutions at FinancialForce to get her perspective on typical challenges that services business face while undergoing a business transformation and how technology, specifically a Professional Services Automation solution, plays a role in these events.

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Topics: professional services, professional services automation (PSA), TSIA Partners

Behind the Research: Customer Success

Posted by Technology Services Industry Association on 11/17/16 5:00 AM

At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry. At the heart of this in-depth research are TSIA's research executives, who keep their fingers on the pulse of what's new and what's next in technology and services in order to deliver compelling content, best practices, and tools to our members. To highlight the brilliant people behind the research that makes TSIA what it is, we've invited the VP of Customer Success Research, Phil Nanus, to tell us a bit about himself and his thoughts on both the current state and what the future holds in his area of research, customer success

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Topics: customer success, Behind TSIA Research, TSIA Research

TSIA Service Trends Webinar Roundup: Fall Edition

Posted by Technology Services Industry Association on 11/16/16 5:00 AM

At TSIA, we are dedicated to helping technology services organizations of all sizes stay on top of the latest best practices for growing and advancing their business. Our 30-minute TSIA Pulse webinars are a great way to hear directly from our research team about how emerging industry trends are affecting their respective service discipline, and what you can do to stay current. Here's a recap of this fall's TSIA Pulse webinars, in case you missed them! 

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Topics: webinars, TSIA Strategic Services

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