Corporate Growth in the Age of Services

Posted by Technology Services Industry Association on 5/27/14 3:34 PM

"The key to evolving a successful corporate strategy is to ensure that every decision that is made is based on growth. Every strategic principle must have growth as its fundamental goal, whether that growth comes in the near term, or if it will be a bit further down the road."

By its very own definition, “corporate growth” requires a continuous state of evolution. That evolution is based heavily (but not solely) on assessment and analysis of internal processes―we analyze the practices that have worked in the past, determine why specific practices worked during specific time frames, and draw conclusions as to their efficacy as we move ahead into an evolving business market.

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Topics: B4B, technology services

The High-Performance Managed Services Sales Organization―Part 2

Posted by Bill Hall on 5/21/14 1:34 PM

Part Two in a two-part blog miniseries discussing how to make your managed services organization a high-performing MS operation. Part Two takes a closer look into the characteristics a MS sales professional must possess in order to succeed in the B4B era. (Hint: It’s no longer the “same old sales” approach.)

 

Two weeks ago at TSIA's Technology Services World (TSW) Best Practices conference in Santa Clara, the discussion and analysis of the business-for-business (B4B) model―and the industry changes described in the recently published business book by industry pundits J.B. Wood, Thomas Lah, and Todd Hewlin, titled B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationshipwere in full bloom. 

Not surprisingly, the managed services (MS) business was commanding a lot of attention. Technology companies will leverage managed services as they begin their migration to an outcomes-based business model.

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Topics: B4B, managed services, sales, managed services sales

Five Key Practices of a Successful MSP: #5―Strong Financial Management

Posted by George Humphrey on 5/16/14 1:06 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 read all previous 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, Successful Managed Services Providers

4 Top Tech Support Tips for Your Multi-Channel Strategy

Posted by Jodi Beuder on 5/15/14 1:08 PM

Whether a customer contacts your tech support team through online chat, e-mail, or through social media, they should get the same advice and guidance. This article provides four essential tips that will help your company’s tech support reputation excel―on every channel.

A good tech support team will drive the reputation of a product, and it can be one of your most marketable assets – even if your product is priced higher than competitor’s products. If people are dealing with a technology they are not familiar with, or one that requires updates, knowing that a tech support team is available through multiple channels―such as e-mail, live chat, or online forums―can influence the sale―particularly when people know that the tech support is actually helpful.

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Topics: support services, multi-channel support, technology support services, TSIA Partners

Technology Services World Best Practices: Day Three

Posted by Suzanne Hite on 5/7/14 6:46 AM

Day Three happenings at TSW Best Practices 2014!

TSW Networking at Its Finest in the TSW | EXPO

It’s hard to believe that this is the final day of TSW Best Practices 2014. What a spectacular experience it has been. The energy, participation, and information sharing has been outstanding. You can see it in the photos, hear it in the session rooms, and observe it in the TSW | EXPO.

There’s a ton in store today, our last day together, so let’s get to it!

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Topics: keynote, Technology Services World Conference

TSW Power Hour Session Recap: The 2014 Technology Heatmap

Posted by Technology Services Industry Association on 5/6/14 9:16 PM

What’s happens in a TSW “Power Hour” session? Attendees gain data points on key areas of technology services, delivered by TSIA’s top research execs. TSIA’s John Ragsdale shared a recap of his Power Hour session, discussing adoption, satisfaction, and planned spending within key areas of tech services.

 

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Topics: customer satisfaction, Technology Services World Conference

2014 TechFUTURES: What will service operations look like in 2019?

Posted by Technology Services Industry Association on 5/6/14 2:34 PM

TSIA's John Ragsdale, vice president of technology and social research, wrote a great blog entry on the opening event at TSW Best Practices: TechFUTURES. Discover what’s in store for the future of tech!


TSIA Vice President of Technology and Social Research, John Ragsdale, Addresses TSW Crowd

 

Here’s an excerpt from John's blog, Eye on Service:

I had the pleasure of opening Technology Services World with our TechFUTURES event, kicking off at 11am. TechFUTURES takes us forward in time five years, to the year 2019, for a look at the state of the industry with special focus on the impact of services technology. TSIA TechFUTURES focuses on three topics identified as primary change agents within the industry.

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Topics: data analytics, service delivery channels, collaboration, Technology Services World Conference

Technology Services World: Day Two Action

Posted by Suzanne Hite on 5/6/14 9:30 AM

What's on tap for Day Two of TSW Best Practices 2014!

Yesterday’s TSW event was a home run! Tons of energy and momentum, with a laser focus on the future of services technology. Today we keep that momentum going with even more great sessions, discussions, and networking events. It’s going to be a great Day Two!

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Topics: Technology Services World Conference

The High-Performance Managed Services Sales Organization

Posted by Bill Hall on 5/5/14 4:18 PM

The discussion about a sales process and the characteristics of the person that can execute it must start with a clear understanding of the buying and selling engagement.

Managed services providers have a lot at stake. With longer sales cycles, higher cost of sales, and high risk/reward of the opportunities, providers must not take the “same old sales” approach. Providers can realize significant ROI from deploying the proper sales model and building a sales team equipped with the right skill set.

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Topics: managed services, managed services sales

TSW Best Practices Opening Day: A Flurry of Activity and Excitement

Posted by Suzanne Hite on 5/5/14 12:01 PM

Find out what Day One of Technology Services World holds!

Today is the day technology services professionals from around the globe have been waiting for—the opening of TSW Best Practices 2014. The Santa Clara Convention Center is filled to the brim with attendees eager to learn, network, and harness the power of the future of tech services. The excitement and anticipation is palpable as folks make their way to registration, greeting old friends and new. What’s in store today? Here’s a quick rundown.

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Topics: Technology Services World Conference

Unleashing the Revenue Generating Power of Your Field Services Workforce

Posted by Paul Hesselschwerdt on 5/2/14 1:45 PM

 

In the past, most companies frequently treated field services as a cost center. The focus for field service was to deliver quality service to the customer, do it efficiently, and stay within the limits of the service agreement. Under existing models at the time, service revenues were a fraction of the revenue from the capital equipment, in fact, many technology companies didn't bother to separate revenue from services. But as companies move from these old B2B Level 1 and Level 2 models to the new B4B Level 3 and Level 4 models, the potential to drive significant revenue from field services has become a new focus for technology companies. More and more these days we hear technology companies saying things like, “servicing our installed base is becoming the biggest revenue growth opportunity.”

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Topics: B4B, service revenue generation, field services

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