Book Excerpt: Profitable Technology Services Pricing

Posted by Tim Matanovich on 2/26/14 9:44 AM

At some point in the distant past, a manager inside a software company made an absolutely brilliant decision. The name of the individual is lost to history, but the brilliance cannot be denied. It was simple really, and necessary. When we install our software onto the company’s hardware, he reasoned, the software will work perfectly. From there, it’s all downhill. Over time, the company will change their requirements. They will upgrade their hardware and expect our software to continue working. They will want our software to talk to other software. They will change processes, and new best practices will emerge. The user base will evolve. Each of these changes will decrease the usefulness of our software to the customer.

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Topics: pricing, XaaS (x-as-a-service), cloud, operating models

The State of Managed Services – 2014

Posted by George Humphrey on 2/21/14 6:30 PM

The world of tech is changing. Consumers of enterprise technology have voted with their wallets. They are concerned with the lack of return on investment for their infrastructure technology expenditures. They are frustrated with the ever-increasing complexity of their IT solutions driven by the rise in software centricity and network dependency. 

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Topics: managed services, return on investment (ROI), consumption models

Elevating Operational Execution Lays Foundation for B4B Transformation

Posted by Steve Sexton on 2/14/14 1:23 PM

“As an organization looks to evolve its sales, product, and service delivery capabilities, it must equally invest in its operational capabilities so that it has the greatest chance to execute with the consistency and predictability necessary to meet short-term performance goals, and invest in future growth.” 

In recently working with a major software company, it became quickly apparent that this organization was a great example of the scenario many captive services businesses face as the high-tech industry continues to evolve. Experiencing declining revenue and margin, this organization is introducing significant change to align and execute against new go-to-market strategies, but the organization’s operational maturity and supporting infrastructure will have to rapidly progress to support performance goals and its ability to invest in developing strategic capabilities. 

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Topics: B4B, organizational change, business growth

What Is Really Happening to the B2B Tech Industry? It's a Movement We Call B4B. And Here’s Why You Need to Be a Part of It.

Posted by Suzanne Hite on 2/12/14 4:40 PM

With the introduction of the new B4B model, there’s never been a more promising time to be in tech services. Find out why you need to be a part of the B4B movement. 

You've likely heard the buzz about B4B, or business for business. Since the new model was introduced by TSIA last fall, it has taken off like wildfire, sparking dialog in C-suites in tech companies around the globe. In case you haven't had a chance to read the book based on the concept―B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship, by tech industry pundits J.B. Wood, Thomas Lah, and Todd Hewlin―we've encapsulated the main concepts in a short five-minute video. It’s a video that will change your organization’s future. 

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Topics: B4B, big data, customer-supplier relationship, technology services, customer outcomes

A Maturity Model for Customer Success: Go beyond Making Customers Happy

Posted by Francoise Tourniaire on 2/7/14 1:10 PM

Discover a sustainable framework for moving up the C-SAT ranks in your customer support organization. Escalating through these ranks will not only delight your customers, but they will remain loyal to you as a result.

Many support organizations have a customer success or account management program with the goal of creating tighter relationships with customers, providing proactive recommendations, and generally ensuring customer loyalty in the long term. The programs can be fee-based or provided to customers of a certain size―but the question is: Do they work? Here’s my take on a maturity model for the customer success/account management functions.

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Topics: customer loyalty, customer success, customer support, technology maturity

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