Support Services: Developing Effective Self-Service Offerings and Strategies

Posted by Donna Walker on 3/21/14 2:10 PM

Technology has improved the types of self-service offersings that support service teams can offer to their customers, but too often, the types of self-service programs are not used correctly, or customers struggle to get their questions answered through self-service platforms. At this point, they either get frustrated and call their rep, or give up entirely. 

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Topics: support, support services, self-service support

Five Key Practices of a Successful MSP: Part 1 ― A Well-Defined and Documented Managed Services Strategy

Posted by George Humphrey on 3/19/14 12:22 PM

Several months ago, I authored a five-part miniseries of Inside Technology Services blog articles, articulating the top  mistakes made when starting a managed services (MS) business. The blogs were based on a TSIA Service Insight (research report) published for members in TSIA’s Managed Services discipline. The blog articles identified each mistake, while the full research report delved into deeper detail about the consequences of making those mistakes, as well as steps that could be taken to avoid them.
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Topics: managed services, Successful Managed Services Providers

Support Services: Building a Customer Loyalty and Satisfaction Program That Actually Retains Customers

Posted by Jodi Beuder on 3/12/14 3:53 PM

If you have been seeing decent or high customer satisfaction marks from your customers, yet you feel that your loyalty programs aren’t retaining these same customers, it may be time to revisit your strategy.

In B2B sales, retaining customers is one of the most cost-effective marketing steps you can take. It costs an estimated five to ten times more to gain new customers than it does to retain existing customers, according to research. If you’re like many companies, you attempt to retain customers through various forms of customer satisfaction measurement and customer loyalty programs, but to what effect? If you have been seeing decent or high customer satisfaction marks from your customers, yet you feel that your loyalty programs aren’t retaining these same customers, it may be time to revisit your strategy.

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Topics: customer loyalty, B2B, support services, customer satisfaction

TSIA’s 9th Annual Technology Survey Is Now Open!

Posted by John Ragsdale on 3/6/14 12:54 PM

Take part in TSIA annual survey that addresses adoption, satisfaction, and planned spending for commonly used technologies including CRM, knowledge management, enterprise search, web collaboration, online communities, social media monitoring, analytic platforms, and learning management. Open to all; the benefits are many!  


TSIA's 9th annual Tehnology Survey is now open! This survey covers 24 categories of tools and services used by customer support, professional services, education services, managed services and field service. The survey is open to everyone (not just TSIA members), and if you complete the survey, you will receive a copy of the resulting research report, “The 2014 TSIA Heatmap,” which discusses adoption levels of each category and top technology trends related to service organizations.

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Topics: adoption services, social media, knowledge management, customer relationship management (CRM), data analytics, TSIA Survey, online communities, collaboration

Make Both Your Customer and Your CFO Happy With Remote Monitoring

Posted by Vele Galovski and Ken O'Reilly on 3/4/14 9:30 AM

12 Days of Insights 2014: Day 1

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

In 2013, TSIA members reported through the Field and Support Service Benchmark Surveys that they achieved great success through the utilization of remote monitoring and proactive support tools. The most notable improvements reported by TSIA members included significant cost reductions, reductions in the time to resolve an incident, and improvements in customer satisfaction. In a just-released member report, “Remote Monitoring and Proactive Support,” we took a closer look at how successful companies are optimizing their service delivery channels in all phases of the remote monitoring continuum.

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Topics: support services, customer satisfaction, proactive support, field services, 12 Days of Insights, remote services, optimization


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