Broad and Deep Customer Adoption: What's the Difference?

Posted by Maria Manning-Chapman on 3/31/16 6:30 AM

As adoption becomes the most important objective for education services organizations, it's important to keep in mind that not all adoption is created equal. Adoption falls along a gradient consisting of low, to high, to effective consumption of a product or service. When it comes to education services, the best way to gauge where someone is on the adoption gradient is to think about it in terms of the content you're providing, and how it's being consumed by your learners. The processes for measuring this consumption varies by whether you're delivering content using a "broad" or "deep" approach, which we'll discuss in just a bit.

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Topics: education services, adoption

3 Expand Selling Tactics to Drive Immediate Revenue Growth

Posted by Mark Middlekamp on 3/29/16 8:35 AM

In May, TSIA's Expand Selling discipline will be celebrating its one-year anniversary. In our first year, we have worked to define this emerging concept for both our industry and our members, as well as provide insight into how you can begin on your expand selling journey. However, while traveling down this strategic path, I've observed a number of expand selling tactics that drive immediate revenue growth. Here are three I would like to share with you.

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Topics: expand selling

Welcome New TSIA Members! March Edition

Posted by Technology Services Industry Association on 3/25/16 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 our 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

[SlideShare] Top 3 Reasons Every CEO Needs Managed Services

Posted by George Humphrey on 3/24/16 6:30 AM

Across the industry, the majority of technology companies are seeing flat or declining services revenues, causing CEOs to worry. However, there's good news in that managed services revenues are on the rise. In fact, managed services (MS) is growing faster than any other service line, with the total of MS revenues jumping from 6% of all services revenue to 24% since 2013. (Tweet this!) This has led to a huge opportunity for CEOs of technology companies that don't currently have a managed services business to begin taking advantage of this fast-growing and highly profitable revenue stream. In this SlideShare, you'll learn the top 3 reasons why technology companies looking to stay profitable in this changing industry need to invest in managed services.

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Topics: x-as-a-service (XaaS), managed services, managed XaaS

4 Critical Areas Support Organizations Need to Transform

Posted by Judith Platz on 3/22/16 7:30 AM

Support organizations have always been under constant pressure to deliver better service at a lower cost. This is especially true now, as the industry-wide trend of flat or declining product sales is prompting executives to call upon their support organizations to drive even more high-profit revenue. However, before this level of cost-effective improvement can be achieved, support service organizations must focus on transformation in four key areas. To begin this process, it's recommended to start by building or refining strategies in these four areas: customer experience, customer engagement, support modernization, and technology adoption. 

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Topics: support services

Nominate Your Company for a 2016 STAR Award

Posted by Technology Services Industry Association on 3/17/16 6:30 AM

Gain recognition for your company's accomplishments and dedication to innovation by applying to compete in the prestigious TSIA STAR Awards! Send in a nomination for your company in any of this year's categories based on your membership eligibility for a chance to win one of the highest honors in the technology and services industry. Here’s more information about the awards and how to apply. 

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Topics: STAR Awards

Introducing the Technology-as-a-Service Playbook

Posted by Thomas Lah on 3/15/16 7:30 AM

In our previous book, B4B, we talked about the rising popularity of cloud-based business models, and the transition technology companies are making from products to services. Now, it’s time for us to embark on the next part of this journey. As customers choose new ways to consume technology, more solutions providers are adding subscription-based technology-as-a-service (XaaS) offers into their portfolios. (Tweet this!) While the industry-wide shift to the cloud isn’t new, it’s clear that many businesses are still struggling to make their XaaS offer profitable.

In our newest book, Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business, we’re focusing on the next step in the B4B transformation by providing a game plan for technology companies to stand out in the cloud market and succeed in the future of XaaS. 

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Topics: x-as-a-service (XaaS), software-as-a-service (SaaS), Technology-as-a-Service Playbook

TSIA’s 11th Annual Global Technology Survey Is Now Open!

Posted by John Ragsdale on 3/10/16 6:30 AM

In 2006, when I first joined TSIA (then SSPA), I thought it would be a good idea to conduct a survey in order to find out which kinds of technology companies were using and how satisfied they were. We had a great response to the survey, and the data was hugely helpful in answering member inquiry questions. I’ve run the survey each year since, with a few tweaks to categories as new technologies became popular and others merged. I’m very happy to announce that the 2016 survey is now open, so please take a few minutes to complete this short, 10-minute survey and tell us a little bit about the technology you and your company are using. 

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Topics: support, knowledge management, customer relationship management (CRM), TSIA Survey, online communities, TSIA Research

[Infographic] What Does it Take to Win in the Cloud?

Posted by Technology Services Industry Association on 3/9/16 8:55 AM

With traditional product-based businesses experiencing flat or declining revenues, there’s never been a better time to break into the cloud market and develop new technology-as-a-service (XaaS) offers. Unfortunately, many companies who have already made this transformation to a cloud business model are still struggling with profitability and scalability. So, which are the right practices you should apply to ensure the success of your cloud business? At the TSW San Diego 2016 conference, we’ll be discussing the strategies, concepts, and frameworks featured in TSIA's newest book, Technology-as-a-Service Playbook, that you can use to build and scale a profitable technology-as-a-service business. Does your company have what it takes to win in the cloud? 

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Topics: x-as-a-service (XaaS), infographic, Technology Services World Conference

3 Key Benefits of Customer Advisory Boards for Services Professionals

Posted by Rob Jensen on 3/8/16 7:30 AM

As a technology services professional, you may already be aware of the value of customer advisory boards (CABs), and how they are ideal for validating corporate strategies, collecting input for product development, and deepening relationships with key customers. But what you might not know is the role CABs are playing in helping tech providers refine and expand their services offerings, grow adoption and consumption of services, and increase services revenue. 

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Topics: customer-supplier relationship, service revenue, customer advisory board

Identifying What “Good” Looks Like in Expand Selling

Posted by Mark Middlekamp on 3/1/16 7:30 AM

Expand selling requires many functions, including sales and services, to work together to accelerate revenue growth with existing customers. However, as a sales or services leader, do you know what it costs for your respective teams to generate every new dollar of revenue growth? Based on our research, TSIA observes that only a fraction do, which has a profound impact on the ability to know what "good" looks like when it comes to effectively driving expand selling initiatives.

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Topics: sales, expand selling, LAER

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