5 Reasons To Invest in Training for Your Service Team

Posted by Jodi Beuder on 10/30/14 6:30 AM

It’s tough to get much return on investment (ROI), these days, so the recommendation to invest in customer service is often met with “Yes, I know we should, but…” And then there are the excuses “too expensive”, “not in the budget” or “the money is better spent elsewhere”. So why invest in training? By definition, “invest” means to put valuable resources into something you expect will give a personal or financial gain; to spend or devote for future advantage or benefit. So let’s look at how and why an investment in your customer and technical service team can pay off.

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Topics: return on investment (ROI), training, customer service, TSIA Partners

6 Steps to Skyrocketing Your Service Delivery With Journey Mapping

Posted by Dennis Gershowitz on 10/28/14 6:30 AM

Journey mapping is a company diagram that illustrates what customers truly want when it comes to service delivery and product involvement based on actual customer experiences. The more touch points customers receive, the more detailed the map. The purpose of customer journey mapping is to understand service delivery from start to finish so that companies can improve their processes for exceptional customer service. 

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Topics: customer experience, customer satisfaction, customer experience journey mapping, TSIA Partners

Don't Miss Out on Your Last Day at TSW Service Transformations 2014

Posted by Technology Services Industry Association on 10/22/14 6:30 AM


Today is the last day of TSW Service Transformations. We learned a lot about current trends, industry best practices, and the future of the technology services as we make the transition to providing more outcome-based solutions. Be sure to take advantage of the remaining sessions of the conference by taking a look at today’s schedule. Let’s see what’s in store for Day Three of TSW. 

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Topics: Technology Services World Conference

Get Ready for Day 2 of TSW Service Transformations 2014

Posted by Technology Services Industry Association on 10/21/14 6:30 AM

Yesterday’s TSW event got off to a great start with tons of energy and focus on the future of technology services. Today, we plan to keep that momentum going with even more great sessions, discussions, and networking events. Let’s get ready to have an exciting Day Two! 

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Topics: Technology Services World Conference

The State of Knowledge Management: 2014

Posted by John Ragsdale on 10/20/14 3:51 PM

Originally published on Ragsdale's Eye On Service - Today at Technology Services World I am releasing the results of my August knowledge management survey both online, and in my Power Hour session at 4:15. The data shows that companies continue to find enormous potential in knowledge management, but are often thwarted by corporate culture, and tend to blame technology for process problems. Also, there is growing interest in emerging technologies that are changing the approach and priority of knowledge capture and sharing.

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Topics: knowledge management, Technology Services World Conference

What’s in Store for Day 1 of TSW Service Transformations 2014

Posted by Technology Services Industry Association on 10/20/14 1:00 PM

The 2014 TSW Service Transformations conference commences today at the ARIA Resort and Casino in Las Vegas with record high attendance of leading players in the technology services industry. Get ready to engage with your peers and industry experts about the latest trends in technology and the customer experience. Here’s what will be happening opening day. 

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Topics: Technology Services World Conference

4 Steps to a Successful Go-to-Market Strategy for Managed Services

Posted by Thomas Sindemann on 10/17/14 6:30 AM

Developing global go-to-market strategies to push technology services, especially managed services sales, frequently leads to a complex and resource-consuming development process, all too often with disappointing results. The best approach is a clearly structured, “fast-track” method that encourages teamwork, which has been proven to result in new ideas and strategies, and in some cases, increased sales. Today I will be discussing how to create a successful go-to-market strategy using Wincor Nixdorf as a case study example as a company who benefitted from our method.


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Topics: managed services

3 Reasons Why Your Current Knowledge Sharing Process Isn’t Working

Posted by Phil Verghis on 10/16/14 6:30 AM

According to McKinsey, 20% of your workweek is spent looking for internal information or trying to get a hold of someone who has it. (Tweet this!) An employee-facing or customer-facing knowledgebase seems like the most logical solution to this problem, however the way we currently implement them clearly isn’t working. 

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Topics: knowledge management, knowledge sharing, TSIA Partners

Thinking Outside the Industry: Improve Performance With Benchmarking

Posted by Vele Galovski on 10/14/14 6:30 AM

In an ideal scenario, companies could put all daily operational duties aside in order to look to the future and develop a strategic plan for delivering breakthrough performance in the coming years. In reality, many operational leaders simply don’t have the time, luxury, or resources to look very far into the future while still maintaining their daily operation. This situation ultimately results in uniform improvement objectives, without consideration for current performance levels and opportunity to improve.

This is where benchmarking can play a vital role by helping companies to focus their limited resources to improve operational performance and identify their greatest opportunities. While measuring your company’s performance in the industry against your peers is important, looking at success stories outside of your trade can also give you valuable organizational tips for improving your operation.
(Tweet this!)

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Topics: metrics, benchmarking, field services

Escalation vs. Collaboration Support Models: Which is Right For You?

Posted by Judith Platz on 10/13/14 6:30 AM

The technology industry is changing all around us, especially when it comes to customer expectations. Instead of purchasing new technology, customers are purchasing solutions with the added requirement that support organizations be responsible for facilitating their success. Companies that recognize these changes and embrace them in their day-to-day operations are going to be the ones that survive and thrive in this new environment, but how can this be achieved?

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Topics: support, customer success, customer experience, customer support, knowledge sharing

[Infographic] Optimizing Your Support Delivery

Posted by Judith Platz on 10/10/14 6:30 AM

In TSIA’s 2014 Customer Success Baseline Survey, we set out to discover what key practices companies are using to drive customer success delivery and performance. Using industry responses, we were able to identify three distinct profiles of customer success organizations (CSOs) as well as establishing a baseline set of performance results and metrics.

In addition to TSIA’s Customer Success Baseline Survey, TSIA continues to benchmark member Support Services organizations, and these combined results continue to identify the main challenges services organizations are currently facing, including customer satisfaction metrics, support organizational structures, support channel mix, and key performance indicators.

This infographic outlines how top-performing technology companies are rising to meet these challenges by reforming critical points in their support delivery process. How well optimized is your support organization for customer success?

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Topics: customer success, infographic, optimization

TechBEST Awards Finalists Selected for Best in Adoption

Posted by John Ragsdale on 10/8/14 6:30 AM

Announcing the finalists for TSIA's TechBest Award for Best in Adoption: Changepoint, LivePerson and Verint Systems.

Each Spring I launch the TSIA Member Technology Survey, which tracks adoption, satisfaction, and planned spending across 24 categories of tools and services common within service operations. The survey reveals which solutions are most popular with TSIA members, and it is interesting to find out which vendors see growing adoption. One thing is certain: When the percent of members using a particular solution sharply rises, it indicates that provider has the right messaging, the right tools, and the right price for technology service organizations. Proven success within the TSIA membership means the solution meets the business needs of users, is delivering value, and doesn’t require extensive implementation or customization to be effective.

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Topics: adoption, Technology Services World Conference

[Infographic] 5 Signs You're Creating Customers for Life

Posted by James Huddleston on 10/7/14 6:30 AM

Congratulations! Through blood, sweat, and maybe even a few tears, you’ve acquired a new customer. Chances are, you’ve invested a good amount of time and money to do so. What you may not realize is that on average, it takes just over three years to recoup the initial cost to acquire and get to profitability with that customer.

With this in mind, you’ll want to make sure you take good care of that customer, nurture the relationship and demonstrate your ongoing value. By developing an effective Customer Lifecycle Management strategy, you will create happy and loyal customers, accelerate your time to profitability, and reap the high revenue potential from your install base.

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Topics: customer-supplier relationship, customer retention, infographic

Networking and Idea Sharing at TSW Service Transformations

Posted by Technology Services Industry Association on 10/6/14 6:30 AM

It’s well established that Technology Services World conferences are the place to be for a stellar education program, but learning comes in different forms, one of which is through interaction with your peers.

Our visionary keynotes and session speakers aren’t the only source of learning at TSW Service Transformations. Your fellow 1200+ attendees will become a valuable network of friends helping you solve your toughest challenges—at the event, when you return to the office, and for years to come.

Set against a vibrant and energetic backdrop, the networking opportunities at TSW Service Transformations are top-notch and plentiful.

We’ve outlined the robust experiences you’ll encounter in this short Slideshare:

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Topics: Technology Services World Conference

Ignite Your Service Revenue With Expand Selling

Posted by Julia Stegman on 10/3/14 6:30 AM

Recent industry-wide trends have shown that the top 50 technology companies are experiencing shrinking revenue by as much as $8 billion. Revenues are flattening as technology companies shift their business models to include cloud computing subscriptions. From TSIA’s perspective, new playbooks are needed in order to make this difficult transformation and begin delivering profitable revenue growth.

In my webinar “Ignite Your Service Revenue”, I discuss current revenue renewal rates in the industry, what companies can do to increase their renewal rates, and how you can contribute to your company's overall growth with expand selling strategies.

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Topics: service revenue generation, service revenue, revenue growth, technology maturity

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