Resource Management as a Service (RMaaS): The Case for Outsourcing Resource Management

Posted by Marc Lacroix on 4/30/14 3:19 PM

The key to a healthy and profitable delivery organization begins with effective resource management. With Resource Management as a Service (RMaaS), your organization can put more focus on the core business of client delivery while having more predictable staff utilization and operating costs. 

Every professional services and consulting organization understands the need to run its delivery operations effectively and efficiently. Yet the reality is many professional services organizations (PSOs) underachieve in keeping operating costs in line with industry standards. The most common reasons for this include: 1) lack of disciplined practices 2) poor tools and infrastructure 3) underinvestment or 4) some combination of all three.

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Topics: resource management

TSW 2014 Best Practices: Your Roadmap to Extreme Efficiency in Tech Services

Posted by Technology Services Industry Association on 4/29/14 5:05 PM

Technology Services World (TSW) 2014 Best Practices is just days away, and we at TSIA are thrilled to bring together a world-class lineup of thought leaders who have been there, done that, and accomplished what we’re all looking to achieve: Extreme Efficiency.

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Topics: service efficiency, Technology Services World Conference

The “And” in Business for Business (B4B): Enabling a Successful Transition to an Outcome-Based Services Model

Posted by Bill Steenburgh on 4/25/14 2:28 PM

Services leaders: There are specific actions that you can take now to ensure a successful transition from the traditional service supplier to a differentiated and highly competitive supplier delivering improved customer outcomes.

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Topics: B4B

Customer Experience Journey Mapping

Posted by David Kay on 4/24/14 5:06 PM

“In the technology services business, our workdays are consumed with the things we do: closing cases, escalating, shipping replacement parts, improving knowledge and self-service, dispatching field staff, preparing for new product introductions…the list goes on and on. But it turns out, this isn’t what your customers are experiencing, at all.” 

Why Journey Map?
“O wad some Pow'r the giftie gie us
To see oursels as ithers see us!”

-- Robert Burns


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Topics: technology services, customer service, customer experience journey mapping, TSIA Partners

Five Key Practices of a Successful MSP: #4―Scalable and Repeatable Delivery Organization

Posted by George Humphrey on 4/17/14 1:21 PM

Hopefully you’ve been following along this popular blog miniseries focusing on the Five Key Practices of a Successful Managed Services Provider (MSP), based on a TSIA research report of the same title. If you haven’t had a chance to check them out, or you need a quick refresh, follow this link to the view all posts in this series.

And now, moving on to this week’s key practice of a successful MSP:  

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Topics: managed services, managed services providers, Successful Managed Services Providers

Consistent Experiences Drive Customer Satisfaction and That Drives Customer Retention

Posted by Dennis Gershowitz on 4/16/14 4:44 PM

Imagine you are driving to work on Monday, following the same route you've driven for the last five years. You see a traffic light change from green to yellow, and for just a split-second, you think about hitting the gas pedal to get through the intersection before the light changes to red. Instead you slow down and stop because you know the light will stay red for two minutes, and that will not disrupt your arrival time. 

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Topics: customer loyalty, customer satisfaction, customer retention, TSIA Partners

Five Key Practices of a Successful MSP: #3―Specialized MS Sales Expertise

Posted by George Humphrey on 4/9/14 2:36 PM

Hopefully you’ve been following along this popular blog miniseries focusing on the Five Key Practices of a Successful Managed Services Provider (MSP), based on a TSIA research report of the same title. If you haven’t had a chance to check them out, or you need a quick refresh, follow this link to the entire series so far. 

 

And now, moving on to this week’s key practice of a successful MSP: 

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Topics: managed services, revenue growth, sales, benchmarking, managed services providers, managed services sales, Successful Managed Services Providers

Churn Is a Downstream Issue. So Don’t Fix Churn; Create an Anti-Churn Environment

Posted by Francoise Tourniaire on 4/4/14 1:54 PM

“The problem of churn is very similar to that of staff turnover: You don’t fix turnover by talking employees who are quitting into staying, you do it by creating a great place to work.

Losing customers is not a good thing, so many vendors actively try to fix churn, often by “saving” customers who have failed to renew. But churn is a downstream issue: Customers leave because they fail to find value in the products or services. Once they decide the value is not there, saving them is unlikely, even with significant financial concessions. The problem of churn is very similar to that of staff turnover: You don’t fix turnover by talking employees who are quitting into staying; you do it by creating a great place to work.

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Topics: customer loyalty, best practices, customer churn

Five Key Practices of a Successful MSP: #2― A Standard Services Catalogue

Posted by George Humphrey on 4/2/14 2:21 PM

In part one of this five-part mini-series outlining five key practices of a successful managed service provider (MSP), I discussed “A Well-Defined and Documented Managed Services Strategy.” Any business without a well-documented business plan is a “bad experience for all involved,” just waiting to happen. A critical part of strategy execution is knowing exactly what product you want to bring to your customers. Hence, the #2 practice of a successful MSP is “A Standard Services Catalogue.” 

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Topics: managed services, managed services providers, Successful Managed Services Providers

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