Products and solutions are changing at an increasing rate in the technology industry. These changes often require professional and technical service teams to implement a comprehensive transition throughout the business, across channels and through delivery and support, in order to ultimately safeguard the end customer or user experience.
service delivery channels,
As the competition is increasing every day, organizations are having a difficult time maintaining and exceeding their customer satisfaction goals. Happy customers always help organizations with repeat business, extending contracts and spreading word of mouth in the industry, thus providing organizations with leads to get new contracts/customers.
Business leaders are under extreme pressure to increase their contribution to overall business profitability revenue growth and customer success. Unfortunately, they struggle to deliver greater financial return without the visibility to understand current and future performance, pinpoint opportunities for improvement, and stop repeating mistakes. The result is services leadership trying to bail a boat with a leaking bucket and rough seas still to navigate.
professional services automation (PSA)
TSIA members had record planned spending in 2012-2013, making long overdue updates to aging CRM and knowledge infrastructure, while investing in tools to increase transparency and enable real-time and proactive reporting. Planned spending across the 24 categories of tools and services covered by the TSIA Heatmap is very high. Here's how service organizations looked to technology for automation and streamlining in 2013.
service revenue generation,
customer relationship management (CRM),
professional services automation (PSA),
Inside Technology Services. What is it? Well, technically, it's a blog. Non-technically, it's where you will come to learn about what is
inside the world of
technology services. Here is where you can come to learn about who, what, where, when and why about what makes our industry tick.