3 Steps to Determining Your Customer Health Score

Posted by Phil Nanus on 6/30/16 6:30 AM

Customer health scores are a great way to get an indicator of potential customer churn. While every company calculates theirs differently, the important thing is to have a health score methodology that helps your company align your customer success processes with the outcomes you're trying to drive with your customer base. However, if you're not using a health score calculation method that uses predictive analytics, you're falling behind many customer success pacesetters. In this post, I'm going to walk you through a 3-step approach to calculating a customer health score that aligns with your customer success organization's charter using predictive analytics.

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Topics: customer success, customer outcomes, customer churn, LAER, customer health score

[Video] How TSIA Helped Camstar Systems’ Education Business

Posted by Technology Services Industry Association on 6/28/16 6:30 AM

We could tell you how a TSIA membership can add value to your business, but why not hear it directly from one of our members? In this video clip, Kurt Kuelz of Camstar Systems, Inc., a Siemens business, talks about how a TSIA membership has helped Camstar accelerate their education offerings and grow their revenue. Here's what he had to say!

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Topics: education services, video, TSIA Member Testimonials

[Video] See What Tech Leaders Are Saying About Technology-as-a-Service Playbook

Posted by Technology Services Industry Association on 6/23/16 6:30 AM

Since its debut at the spring Technology Services World conference, technology leaders across the industry have been expressing their praise for Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business. In this new book, TSIA's Thomas Lah and J.B. Wood take readers on a step-by-step journey to understanding the dramatic impact the cloud is having on the tech industry, successfully implementing recurring revenue “as-a-service” subscription-based offers and business models, and how to be profitable in the future of XaaS. Check out this video to get a sneak peek at what you can learn about succeeding in the cloud market and hear what your peers have to say about this groundbreaking new book.

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

5 KPIs That Can Help You Reduce On-Site Support Costs

Posted by Vele Galovski on 6/21/16 8:50 AM

If you have hardware at a customer location, you're always going to need an on-site service delivery channel. Aside from cutting down the number of on-site incidents, reducing the cost of these visits will continue to be an important organizational objective. In my TSIA Pulse webinar, "Best Practices for Reducing On-Site Incident Costs," I gave a walkthrough of the TSIA outcome chain I've built to address and solve this business challenge for our Field Services members. Within that outcome chain, I highlighted the 5 key performance indicators (KPIs) that drive these on-site incident costs and gave examples of how these areas can be improved in order to reduce costs.

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Topics: support, key performance indicator (KPI), field service engineer, field services, TSIA outcome chains

2 Certification Best Practices for Education Services Organizations

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

In my last blog post, I talked about how education services organizations can use certification programs as part of their customer adoption strategy. Now that you know more about the role certification can play in keeping your customers engaged with your content, it's worth evaluating how your current certification program stacks up based on industry best practices, or if you do not yet have a certification program, looking into how you can get started.

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Topics: education services, customer adoption, certification

A Real-World Example of Customer Success: How We Do It at TSIA

Posted by Thomas Lah on 6/14/16 6:30 AM

At TSIA, we provide hundreds of technology and services organizations with the latest best practices, research, and frameworks they need to grow and succeed in a changing market, and a lot of this research ties directly into the rapidly growing area of customer success. To give you an inside look at how we apply the same business recommendations we give our members to our own operation, I've asked TSIA's VP of Member Success, Andrew Cromey, to explain how TSIA handles customer success, or as we refer to it in our membership organization, “Member Success."

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Topics: customer success, member success

Calling All Sales Leaders! Hit Your Quota Through Expand Selling

Posted by Mark Middlekamp on 6/9/16 6:30 AM

Editor's Note 4/11/2018: For the most current information on "touchpoint calculus" and how Sales teams can leverage Services to increase revenue, read the blog post, "Touchpoint Calculus: Why Sales Can't Do it for Themselves," by TSIA's vice president of expand selling research, Steve Frost.

A refrain I often hear from many of our Expand Selling (ExS) discipline members is that the collaboration between the services and sales functions leaves a bit to be desired in the context of expand selling. TSIA research shows that only 33% of technology companies consider the level of collaboration between sales and services within their organization as “high”, and that's not even in the context of how services helps sales with expand selling!

Suffice it to say, there is certainly much room for improvement in how the sales and non-sales functions like services and customer success work together to systematically drive revenue growth with your existing customers. Therefore, my mission for this post is to explain why sales leaders should actively embrace services and customer success as expand selling partners. The reason is simple: they can help your team achieve quota. 

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[Video] Watch the Keynote Videos from TSW San Diego 2016 Online!

Posted by Technology Services Industry Association on 6/8/16 6:30 AM

Relive the excitement of TSW San Diego 2016 by watching the conference keynote videos online. See what you missed or get a refresher on your favorite takeaways and key points to share with your team so you can apply what you’ve learned to your operation. We’ve put together a playlist of these energetic and informative sessions all about winning in the cloud, watch them here!

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Topics: video, Technology Services World Conference

Economic Disruption for Equipment Manufacturers: Lessons Learned and What Lies Ahead

Posted by Rene Grossrieder on 6/7/16 8:40 AM

Since its inception, the internet has had a monumental impact on the world we live in, from gross domestic product (GDP), gross global value creation and destruction, profit performance, social networks, commerce and cyber security, emergency management, and advertising, just to name a few. 

As a result, equipment manufacturers are facing many new challenges as connected devices are changing the world and old business models are shattering. But, they can possibly learn from other past miscalculations, particularly brick and mortar retailers that have a physical asset to sell while dealing with the commercialization of products and increasing focus on services and the customer experience.

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Topics: sales, remote services, equipment manufacturers, e-commerce

Local or Global Resource Management: Which Model is Better?

Posted by James Cho on 6/2/16 6:30 AM

I recall having a conversation many years back with a professional services (PS) leader based in the Netherlands about resource management. He held a strong belief that resource management, or staffing, was better and more efficient when controlled locally or within the geography (or GEO). He was very adamant that staffing managing consultants, contractors, and project managers on billable projects was more effectively accomplished if they were controlled by the professional service organization that resided within the GEO. His justifications were that the GEO was most familiar with the skill sets and the availability of the resources, prior customer engagements/projects, and which resources were better suited with being deployed to customers, as some had very good standing relations with them.

While he had some valid points and justifications, I had a very different view of resource management, which I will share with you now. It's my opinion that moving to a global or central environment for managing staffing needs on billable projects would provide more scalability, efficiency, increase overall utilization, and potentially help to reduce mean-time to delivery. To further explain, here are some thoughts on the challenges and benefits on resource management based on a local/GEO model compared to a global/centralized model.

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Topics: professional services, resource management

TSIA Service Trends Webinar Roundup: Spring Edition

Posted by Technology Services Industry Association on 6/1/16 6:30 AM

At TSIA, we are dedicated to helping technology services organizations of all sizes stay on top of the latest best practices for growing and advancing their business. Our 30-minute  TSIA Pulse webinars  are a great way to hear directly from our research team about how emerging industry trends are affecting their respective service discipline, and what you can do to stay current. Here’s a recap of this spring's TSIA Pulse webinars, in case you missed them! 
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Topics: webinars, TSIA Research, Technology-as-a-Service Playbook


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