A Preview of the Future for Customer Success

Posted by Peter Armaly on 9/29/15 6:30 AM

The technology industry is not only transforming itself, but in a great many ways is the catalyst for transformations taking place across many other industries. From manufacturing to retail, traditional media to social media, community medical clinics to hospital surgeries, construction to home management, there seems to be no sector of our economy exempt from technology-driven disruption and transformation. As TSIA’s new vice president of customer success research, I’d like to introduce myself by sharing some thoughts on where customer success fits into this dramatic shift, and what we can look forward to in the future. 

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Topics: customer success, LAER

Welcome New TSIA Members! September 2015 Edition

Posted by Technology Services Industry Association on 9/28/15 6:30 AM

At TSIA, we are dedicated to helping services organizations both large and small grow and advance in the technology industry. We’d like to take the opportunity to welcome this month’s newest members, as well as acknowledge companies already a part of the TSIA community who have recently expanded their membership to include additional service disciplines TSIA has to offer. Here’s a little bit about each company, in their own words.

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Topics: New TSIA Members

3 Tips for a Successful Professional Services Organization: Part 2

Posted by Bo Di Muccio on 9/25/15 6:30 AM

In my previous post in this three-part blog series, I talked about how the state of the industry is affecting professional services and outlined the three capabilities professional services organizations (PSOs) need to develop in order to stay ahead, starting with new offer development. In this post, I will go over the next capability on the list and why it’s so crucial to the future success of a PSO: adoption playbook. 

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Topics: adoption services, customer-supplier relationship, professional services, customer adoption, professional services organization (PSO), Tips for a Successful PSO

How to Connect Your Service Offers to Business Value: Part 3

Posted by Julia Stegman on 9/24/15 6:30 AM

In this three-part blog series, we’ve gone over the capabilities you’ll need to develop before providing customer outcomes, as well as ways to determine how your customers measure success. To continue with the theme of answering the question “What’s most important to your customers?” the final installment in this blog series will cover how your organization can offer, and monetize, adoption services to ensure your customers are not only reaching their desired outcomes, but are doing so in the most effective way possible using your technology and your services.

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Topics: adoption services, service revenue generation, customer adoption, free offers, Connecting Service Offers to Business Value

Leveraging Your Field Service Engineers to Drive Revenue

Posted by Vele Galovski and Harald Kopp on 9/22/15 6:30 AM

On the surface, smart, connected products threaten to make the need for on-site service obsolete. Embedded technologies will phone home and signal either a firmware upgrade or generate an automated service request for a customer-replaceable unit as part of an advanced exchange program. Although this is happening more and more and will undoubtedly continue in the future, hardware companies will always need a field service engineer to go on-site at a customer’s location. The question is how to best to use this tremendous organizational resource in a way that helps the company during the B4B transformation? In this final installment of our 10-part blog series about how IoT is impacting Hardware and Industrial Equipment companies, we’ll be talking about how you can leverage your field service workforce in new and exciting ways.

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Topics: field service engineer, field services, industrial equipment, internet of things (IoT), Intro to IoT, smart services

Lead Generation Tactics for Expand Selling

Posted by Mark Middlekamp on 9/17/15 6:30 AM

Editor's Note 4/11/2018: For the most current information about lead generation for expand selling, refer to the blog post, "Rethinking the Sales Funnel for Existing Customers" by TSIA's vice president of expand selling research, Steve Frost.

To have successful expansion revenue generation with your existing customer base, otherwise known as expand selling, your sales, services, customer success, and marketing teams must work together in new ways to continue accelerating revenue growth at scale. Although lead generation programs are already quite common in technology companies, many of them only focus on generating new leads, rather than leads you can gain from existing customers. To take advantage of this untapped opportunity, it’s important to know the difference between lead generation for “land” and “expand” selling, as well as how you can optimize this key element to accelerate revenue growth.

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[Video] The Three Levels of Customer Adoption

Posted by Technology Services Industry Association on 9/11/15 6:30 AM

After you’ve landed a customer, you want them to find enough value in your solution to expand their spending and renew their business, but how do you get them to that point? In this video clip from his keynote presentation at TSW 2015 Best Practices, “The Who, What, Why, and How of Driving Adoption and Outcomes,” TSIA’s executive director, Thomas Lah, explains how successful adoption of technology is your key to unlocking the door to expansion and renewal. Using examples of the three kinds of customers you’re likely to encounter along the way, as well as TSIA’s LAER model, he explains the process behind reaching that first critical milestone on the adoption journey.

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Topics: customer adoption, video, Technology Services World Conference

TSIA’s 2nd Annual Customer Success Survey is Now Open!

Posted by Judith Platz on 9/8/15 6:30 AM

You’re invited to participate in TSIA’s industry-wide Customer Success survey to baseline key performance metrics and practices associated with Customer Success organizations just like yours!

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Topics: customer success, TSIA Survey

B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship

Posted by Technology Services Industry Association on 9/4/15 8:00 AM

With the rise in popularity of cloud-based business models, many technology companies are feeling increasing pressure to transform their businesses to focus less on products and more on services. Fortunately, you don’t need to replace your traditional product-based business model entirely, but instead, find ways to add profitable “as-a-service” offers into the mix. In the book B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship, you’ll be taken through a narrative of how shifts in the industry are leading to a simple yet crucial conclusion: while the product B2B model was designed to sell things to customers, the new B4B model is about delivering outcomes for customers.“

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Topics: XaaS (x-as-a-service), B4B, big data, customer-supplier relationship, B2B

[SlideShare] Plan Your TSW Networking Experience!

Posted by Technology Services Industry Association on 9/3/15 6:30 AM

The TSW 2015 Service Transformations conference is just around the corner, and there’s no time like the present to plan your networking itinerary! Our conferences provide many unique opportunities for attendees and exhibitors alike to network with industry peers, learn about the latest solutions on the market, and get a glimpse of what the future has in store for technology services. Take a look at this SlideShare for a complete list of the great networking events we have planned so you can make the most of your TSW experience. (Tweet this!)

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Topics: slideshare, Technology Services World Conference

Organizational Structure and Capabilities Along the Remote Services Continuum

Posted by Vele Galovski and Harald Kopp on 9/1/15 7:04 AM

In our previous post, we stressed the importance of companies designing new service offers that are centered on driving business outcomes in order to avoid creating another complexity avalanche in the age of IoT. In this latest installment of our IoT blog series, we’ll be tackling the topics of organizational structure and smart service capabilities as industries move along the remote services continuum.

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Topics: industrial equipment, internet of things (IoT), organizational capabilities, Intro to IoT, smart services


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