Support in the Era of Consumption Economics

Posted by David Kay on 12/19/14 9:30 AM


I’'ve heard quite a few support leaders say that they know they’'re doing a good job because they're resolving issues quickly and their customer satisfaction surveys are good. Because, you know, that's what support does. Close cases. Quickly. In a way that satisfies customers. Mission accomplished; let's grab a beer!

Not so fast.

This belief begs the question of why the support organization exists. Because most of the activity, headcount, and budget are tied up in closing cases, it's easy to assume that the business of support is closing cases, full stop. But that's far too limited a view of our business.

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Topics: customer satisfaction, Consumption Economics, FCR, CSAT, customer retention, loyalty, 12 Days of Insights

The Straight Facts About Spare Parts Logistics

Posted by Vele Galovski on 12/19/14 6:30 AM

Spare parts logistics has quickly become a hot topic in the industry, which is a big reason why I decided to conduct my recent Spare Parts Multi-Member Study. Based on the results of this survey, I was able to outline the current state of spare parts logistics and how B4B will be impacting spares in the future. Here I will share with you how spare parts and logistics is important, expensive, complicated, and fast becoming a very specialized discipline in services.
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Topics: spare parts, field services

Breakthroughs, Benchmarking, and the Five Stages of Grieving

Posted by Vele Galovski on 12/18/14 9:30 AM

In his book, Where Good Ideas Come From, Steven Johnson identified principles that served as catalysts for breakthroughs throughout history: 

  1. Seizing existing components or ideas and repurposing them for a completely different use.

  2. Adapting many layers of existing knowledge, components, delivery mechanisms that in themselves may not be unique; but which can be recombined or leveraged into something new that is unique or novel.

So clearly, open-minded companies in search of breakthrough results can benefit from understanding great practices developed by other organizations of any size, in any industry. So why don't they?

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Topics: benchmarking, 12 Days of Insights

Success in the New B4B Era

Posted by Technology Services Industry Association on 12/17/14 9:30 AM

B4B co-author and TSIA president and CEO J.B. Wood delivered the opening keynote at TSW 2013 Service Transformations conference, where B4B was officially launched to incredible response and enthusiasm. Below is a writeup highlighting many of Wood’s direct passages from that keynote that continue to be relevant to the future of the technology services industry. It’s a must-watch video, and a must-have book for your business arsenal. Get ready for the new B4B era as we enter into a new and exciting time for tech services. 

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Topics: pricing models, B4B, suppliers, outcome, transformation, adoption, consumption, 12 Days of Insights

2014 Mid Year Trends Recap: Knowledge Management, Social, and PSA

Posted by John Ragsdale on 12/16/14 9:30 AM


At our Spring Technology Services World (TSW) Best Practices conference in Santa Clara, California, any time I wasn’t presenting, I was in one-to-one meetings with TSIA members and partners. Now that we're wrapping up 2014, I wanted to recap with some of the insights I learned mid-year as food for thought going forward into 2015. Here is my account as I originally wrote it this spring.

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Topics: social media, knowledge management, 12 Days of Insights

What 2015 Has In Store for Tech Support

Posted by John Ragsdale on 12/16/14 6:30 AM

When it comes to what customers will want in 2015, I have news for you: it hasn’t changed. Here’s a brief overview of what we can expect for the future of tech support and my recommendations for streamlining the way you do business in the New Year.

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Topics: knowledge management

Choosing a Professional Services Sales Model That's Right for You

Posted by Bo Di Muccio on 12/15/14 9:30 AM


Discussions continue in organizations across the globe as they look to optimize their professional services (PS) sales models, and for good reason. An optimized PS sales model helps organizations set realistic goals and put strategies into place that will help them achieve those goals, all while gaining a competitive advantage.

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Topics: utilization, professional services, PS sales, infographics, 12 Days of Insights

Reading the Tea Leaves: Use Customer Surveys to Effect Culture Change

Posted by Francoise Tourniaire on 12/14/14 1:21 PM


How would you like to increase your customer satisfaction ratings for six months straight while (not coincidentally!) reducing resolution time by 50 percent? One of my clients did, and you can too, by following these five relatively straightforward steps that link the operational processess of your support team and customer satisfaction. With a little effort and persistence, you'll be well on your way to changing your organizational culture for the better. 

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Topics: metrics, customer satisfaction, organizational culture, customer surveys, support offerings, processes, customer support, cultural change, 12 Days of Insights

Customer Success Key Capabilities: Webinar Recap

Posted by Thomas Lah on 12/13/14 9:06 AM

With the ever-growing trend of businesses offering technology as a service, many existing customer support organizations are reinventing themselves as facilitators of “customer success.” These companies still offer support services to fix problems as they crop up, but their main priority has shifted to improving the value they bring to their customers and increase adoption and retention.

In this webinar, we explored the idea of customer success as a broad capability many businesses already possess, and how company charters can be reprioritized from the role of a support organization to one that promotes customer success.

Here’s a recap of the key points, in case you missed it.

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Topics: customer success, support services, customer service, support strategy, 12 Days of Insights

The Reemergence of Managed Services: Capitalizing on the Cloud

Posted by Dhaval Moogimane, Neil Jain, and Andrew Clark on 12/12/14 9:30 AM

It just might be the greatest comeback ever. After the heyday of the application service provider (ASP) model in the 90's, managed services (MS) is reemerging as a top priority for many technology companies. A perfect storm of customer demand, technology and cloud maturity, and increased competitive pressure have put managed services back in the spotlight.
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Topics: tech services, XaaS, B4B, cloud, managed services, technology maturity, service delivery, 12 Days of Insights


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