A Year of Service Industry Transformation: A Look Back at 2014

Posted by Technology Services Industry Association on 12/23/14 8:03 AM

12 Days of Insights: A Look Back at 2014

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.

As 2014 draws to a close, the TSIA research team wanted to provide a brief recap of the top trends, lessons learned, and key takeaways the past year had to offer. Let's take a look at what we've learned this year, as well as what's on the horizon for the technology services industry in 2015.

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Topics: customer success, education services, managed services, service revenue generation, professional services, customer support, field services, managed services sales, expand selling, 12 Days of Insights

Education Services: Building and Maintaining a Successful Subscription-Based Business

Posted by Maria Manning-Chapman on 12/22/14 9:30 AM

It used to be that the only thing a subscription bought you was a magazine, the newspaper, or maybe a gym membership. Clearly, times have changed. Products and services now offered via a subscription model abound, and they range from the simple, such as a weekly box of organic snacks, to the sophisticated, such as Amazon Web Services (AWS). With such diversity in the types of companies providing subscription-based offers, what approach should education services (ES) organizations consider in building and maintaining a successful subscription business?

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Topics: x-as-a-service (XaaS), education services, subscription-based offers, customer churn, learning-as-a-service (LaaS), 12 Days of Insights, software-as-a-service (SaaS), optimization

Technology and the Customer Experience

Posted by Jodi Beuder on 12/20/14 9:30 AM

12 Days of Insights 2014: Day 11

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.

It is clear that customer service is no longer in the silo of the customer support department, housed principally in a contact center. Instead, customer service needs to be implemented across various touch points within a company, including the company’s web platform and on their social media channels. IT departments are adapting to cloud-based and mobile-based platforms to make all these touch points sync together. 

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Topics: customer experience, big data, cloud, social media, mobility, customer relationship management (CRM), customer support, customer service, 12 Days of Insights, TSIA Partners

Support in the Era of Consumption Economics

Posted by David Kay on 12/19/14 9:30 AM

12 Days of Insights 2014: Day 10

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. 

I've heard quite a few support leaders say that they know they're doing a good job because they're resolving issues quickly and their customer satisfaction surveys are good. Because, you know, that's what support does. Close cases. Quickly. In a way that satisfies customers. Mission accomplished; let's grab a beer!

Not so fast.

This belief begs the question of why the support organization exists. Because most of the activity, headcount, and budget are tied up in closing cases, it's easy to assume that the business of support is closing cases, full stop. But that's far too limited a view of our business.

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Topics: customer loyalty, customer satisfaction, customer retention, 12 Days of Insights, TSIA Partners

The Straight Facts About Spare Parts Logistics

Posted by Vele Galovski on 12/19/14 6:30 AM

Spare parts logistics has quickly become a hot topic in the industry, which is a big reason why I decided to conduct my recent Spare Parts Multi-Member Study. Based on the results of this survey, I was able to outline the current state of spare parts logistics and how B4B will be impacting spares in the future. Here I will share with you how spare parts and logistics is important, expensive, complicated, and fast becoming a very specialized discipline in services.
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Topics: spare parts logistics, field services

Breakthroughs, Benchmarking, and the Five Stages of Grieving

Posted by Vele Galovski on 12/18/14 9:30 AM

12 Days of Insights 2014: Day 9

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 his book, Where Good Ideas Come From, Steven Johnson identified principles that served as catalysts for breakthroughs throughout history: 

  • Seizing existing components or ideas and repurposing them for a completely different use.
  • Adapting many layers of existing knowledge, components, delivery mechanisms that in themselves may not be unique; but which can be recombined or leveraged into something new that is unique or novel.

So clearly, open-minded companies in search of breakthrough results can benefit from understanding great practices developed by other organizations of any size, in any industry. So why don't they?

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Topics: benchmarking, 12 Days of Insights

Success in the New B4B Era

Posted by Technology Services Industry Association on 12/17/14 9:30 AM

12 Days of Insights 2014: Day 8

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.

B4B co-author and TSIA president and CEO J.B. Wood delivered the opening keynote at TSW 2013 Service Transformations conference, where B4B was officially launched to incredible response and enthusiasm. Below is a writeup highlighting many of Wood’s direct passages from that keynote that continue to be relevant to the future of the technology services industry. It’s a must-watch video, and a must-have book for your business arsenal. Get ready for the new B4B era as we enter into a new and exciting time for tech services. 

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Topics: outcome-based services, pricing, B4B, organizational change, service level agreement (SLA), adoption, operating models, consumption models, customer outcomes, 12 Days of Insights

2014 Mid Year Trends Recap: Knowledge Management, Social, and PSA

Posted by John Ragsdale on 12/16/14 9:30 AM

12 Days of Insights 2014: Day 7

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. 

At our Spring Technology Services World (TSW) Best Practices conference in Santa Clara, California, any time I wasn’t presenting, I was in one-to-one meetings with TSIA members and partners. Now that we're wrapping up 2014, I wanted to recap with some of the insights I learned mid-year as food for thought going forward into 2015. Here is my account as I originally wrote it this spring.

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Topics: social media, knowledge management, 12 Days of Insights

What 2015 Has In Store for Tech Support

Posted by John Ragsdale on 12/16/14 6:30 AM

When it comes to what customers will want in 2015, I have news for you: it hasn’t changed. Here’s a brief overview of what we can expect for the future of tech support and my recommendations for streamlining the way you do business in the New Year.

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Topics: knowledge management

[Infographic] Choosing a Professional Services Sales Model That's Right for You

Posted by Bo Di Muccio on 12/15/14 9:30 AM

12 Days of Insights 2014: Day 6

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.

Discussions continue in organizations across the globe as they look to optimize their professional services (PS) sales models, and for good reason. An optimized PS sales model helps organizations set realistic goals and put strategies into place that will help them achieve those goals, all while gaining a competitive advantage.

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Topics: professional services, sales, infographic, 12 Days of Insights

Reading the Tea Leaves: Use Customer Surveys to Effect Culture Change

Posted by Francoise Tourniaire on 12/14/14 1:21 PM

12 Days of Insights 2014: Day 5

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.

How would you like to increase your customer satisfaction ratings for six months straight while (not coincidentally!) reducing resolution time by 50 percent? One of my clients did, and you can too, by following these five relatively straightforward steps that link the operational processess of your support team and customer satisfaction. With a little effort and persistence, you'll be well on your way to changing your organizational culture for the better. 

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Topics: support, metrics, customer satisfaction, organizational culture, customer support, 12 Days of Insights, optimization

Key Capabilities of Customer Success: Webinar Recap

Posted by Thomas Lah on 12/13/14 9:06 AM

12 Days of Insights 2014: Day 4

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.

With the ever-growing trend of businesses offering technology as a service, many existing customer support organizations are reinventing themselves as facilitators of “customer success.” These companies still offer support services to fix problems as they crop up, but their main priority has shifted to improving the value they bring to their customers and increase adoption and retention.

In our webinar, "The Key Capabilities of Customer Success", TSIA's VP of Customer Success and Support Services Research, Judith Platz and I explored the idea of customer success as a broad capability many businesses already possess, and how company charters can be reprioritized from the role of a support organization to one that promotes customer success.

Here’s a recap of the key points, in case you missed it.

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Topics: customer success, support services, customer service, 12 Days of Insights, power users, organizational capabilities

The Reemergence of Managed Services: Capitalizing on the Cloud

Posted by Dhaval Moogimane, Neil Jain, and Andrew Clark on 12/12/14 9:30 AM

12 Days of Insights 2014: Day 3

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.

It just might be the greatest comeback ever. After the heyday of the application service provider (ASP) model in the 90's, managed services (MS) is reemerging as a top priority for many technology companies. A perfect storm of customer demand, technology and cloud maturity, and increased competitive pressure have put managed services back in the spotlight.
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Topics: x-as-a-service (XaaS), B4B, cloud, managed services, technology services, technology maturity, service delivery channels, 12 Days of Insights

4 Easy Tips to Prepare Your Tech Support Team for the Holidays

Posted by Jodi Beuder on 12/12/14 6:30 AM

‘Tis the season to call for help! Caller A wants to install a car stereo for his sweetheart. Caller B can’t seem to coax those party invitations out of the printer. Caller C is “all thumbs” when it comes to assembling a child’s bicycle. Caller “D”… well, you get the picture! Deadlines and seasonal expectations can cause frayed nerves as consumers venture into territory they’re not familiar with or trained to handle, and it’s up to your tech support team to ease their pain. Here are 4 easy to follow tips for preparing your support team for the holiday caller crunch and provide excellent customer success despite the increased caller volume. 

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Topics: customer support, customer service, technology support services, TSIA Partners

What B4B Means for You

Posted by Technology Services Industry Association on 12/11/14 9:00 AM

12 Days of Insights 2014: Day 2

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.

B4B co-author and TSIA executive director Thomas Lah delivered a memorable and eye-opening TSW keynote at last month’s TSW Service Transformations conference, discussing what the B4B model means for technology services organizations. Here are some highlights from that important discussion. If you haven’t gotten your copy of the book B4B, it’s a must-have, and it’s available at Amazon. It’s a promising time to be in tech services, as we head toward the new era of B4B.

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Topics: outcome-based services, B4B, services portfolio, organizational structure, adoption, customer outcomes, 12 Days of Insights

Learning as a Service: Addressing Some Common Concerns

Posted by Maria Manning-Chapman on 12/9/14 6:30 AM

The future of learning is heading toward a cloud-based subscription model that gives people the ability to learn what they want, how they want, where they want, and when they want. This new found accessibility not only benefits users, but also gives education services organizations access to a wider audience of people who otherwise might not have considered training, and that is the real beauty of “Learning-as-a-Service” (LaaS).

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Topics: mobile learning, x-as-a-service (XaaS), education services, learning-as-a-service (LaaS)

What is Expand Selling Anyway? A Brief Guide to This New Concept

Posted by Mark Middlekamp on 12/5/14 6:30 AM

Since expand selling has yet to become a household term, I'm going to take this opportunity to introduce this new concept by answering the question, "Just what is expand selling anyway?" 

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Topics: expand selling

Participate in the Adoption, Consumption and Outcome Metrics Survey!

Posted by Jeremy DalleTezze on 12/3/14 6:30 AM

TSIA's 1st Annual Adoption, Consumption, and Outcome Metrics Survey is now open! Big data and analytics have been leveraged by B2C companies for over a decade, and B2B companies are starting to catch up quickly – but how quickly? At TSIA, we have challenged our members to develop analytic capabilities, particularly consumption analytic capabilities to optimize services, create new offerings, and help their customers achieve specific outcomes. This survey will determine the current analytic capabilities of tech services, and the resulting benefits.

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Topics: metrics, consumption analytics, adoption

TSIA's Annual Social Support Survey is Now Open!

Posted by Technology Services Industry Association on 12/2/14 6:30 AM

TSIA's 5th annual Social Support Survey is now open! The purpose of this survey is to find out how different companies are leveraging social media channels to better support their customers, as well as compare the results from previous years to gauge upcoming trends and best practices. Participation in the survey is open to everyone and ends at midnight, December 31.

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Topics: social media, knowledge management, social support

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