Welcome New TSIA Members! December Edition

Posted by Technology Services Industry Association on 12/21/16 5:00 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: cloud, healthcare, professional services automation (PSA), software-as-a-service (SaaS), marketing, New TSIA Members, HHIT, hardware manufacturers, software

Using Predictive Analytics for Cross-Sell and Upsell: Lessons from E-Tailers

Posted by Steve Frost on 12/20/16 5:00 AM

The holidays are upon us once again, and along with them, the corresponding annual shopping season. For dads like me with school-aged children, this is also the time of year when I turn to my favorite e-tailers to fulfill our family's wish lists. It's a tough call as to whether I love my children or hate the mall with more fervor, so in our house, “Santazon.com" with “Reindeer Prime" delivery has saved Christmas like the repentant Grinch at the end of the book. I know that it's certainly made me a lot merrier.

As we proceed to checkout with our shopping carts, we notice the e-tailer's recommendation engine making "frequently bought with" suggestions at the bottom of our screens. If I'm buying my 11-year-old son a new PlayStation 4 (Shhh...it's a secret), I have no problem with the e-tailer making the suggestion that he also perhaps could use an extra controller or might enjoy a specific game to go with it. 

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Topics: B2B, sales, data analytics, expand selling, internet of things (IoT), analytics, cross-sell, upsell, recommendation engine, predictive analytics, machine learning

4 Reasons Why Most Strategic Plans Fail

Posted by Vele Galovski on 12/16/16 5:00 AM

As the year draws to a close and companies are finalizing their strategic and annual plans, it pains me to be the bearer of this bit of sobering news: on average, 9 out of 10 of your strategic plans are going to fail. The good news is that there are still ways to improve their success rate, as long as you know how to spot common problem areas ahead of time. In this two-part blog series, I'll be sharing the common reasons why strategic plans fail, as well as introduce some practical methods you can use to achieving them.

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Topics: field services, strategic plan, How to Achieve Your Strategic Plan

[Infographic] Why You Need to Leverage IoT in Healthcare

Posted by Vele Galovski on 12/15/16 5:00 AM

Despite the healthcare industry experiencing steady growth year over year, many HHIT (Healthcare & Healthcare IT) providers are beginning to see the cracks in their traditional business models. This infographic outlines the various ways HHIT organizations can embrace the Internet of Things (IoT) through smart, connected to products to capture new revenue streams, including optimized customer processes, and improved business outcomes.

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Topics: healthcare, infographic, internet of things (IoT), HHIT, equipment manufacturers, smart, connected products, smart services

The Value of Project Management: How to Communicate it to Sales

Posted by James Cho on 12/14/16 5:00 AM

At TSIA, we've received a lot of inquiries from our members who are having a hard time selling project management with their professional services engagements. In looking at our data and speaking with services sales people, we've found that this issue is just one part of a much larger problem: the value a mature project management capability can bring to a project is not being fully understood on both sides of the deal. After all, if the value of project management isn't being communicated to sales, how can they be expected to convince your customers they need it?

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Topics: professional services, sales, project performance, project management, project manager

[SlideShare] 3 Customer Success Benchmark Trends

Posted by Technology Services Industry Association on 12/13/16 5:00 AM

Through TSIA's comprehensive benchmarking program, you can measure your company's performance against your industry peers, identify your strengths, and see where you can improve to ensure future success. For a sample of the type of insight you will receive by taking advantage of this valuable resource that comes with TSIA membership, take a look at this SlideShare featuring 3 key research trends from TSIA's Customer Success Benchmark Study.

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Topics: customer success, customer churn, TSIA Benchmarking Spotlight

TSIA Outcome Chains are Here! Get the Insights You Need for the Results You Want

Posted by Technology Services Industry Association on 12/8/16 5:00 AM

We're thrilled to announce that all TSIA members now have access to TSIA outcome chains, an easy-to-use SaaS experience that makes consuming TSIA's vast vault of research and insights easier than ever before! If you have a service business challenge (SBC) that needs solving, our growing list of available outcome chains can match you with the right TSIA data, resources, and advice to help you solve it. Our library of currently available outcome chains spans across 8 service disciplines and is constantly growing. Today, you can immediately start addressing such challenges as reducing customer churn, building a managed XaaS offer, reducing cost per incident through self-service support channels, retaining field services talent, and more!

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Topics: Outcome Chains, TSIA outcome chains, outcomes

Why Knowledge Management Is Important

Posted by John Chmaj on 12/7/16 5:00 AM

I recently read a blog from TSIA's John Ragsdale on the state of knowledge management (KM) and what is shaping it today—how are organizations using it, what corporate cultures are they operating in, and who is still trying to fully understand the significant value knowledge management brings?

While there are many factors that can shape the view of knowledge management within an organization, those who have come to truly understand its value are reaping the rewards. 

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Topics: support, knowledge management, customer support, knowledgebase, online support, knowledge sharing, customer effort

Get the Business Outcomes You Want Even Faster with TSIA Strategic Services

Posted by Thomas Lah on 12/6/16 5:00 AM

Today's technology and services organizations rely on TSIA to provide them with the right business frameworks, best practices, and deep industry insight they'll need to overcome top business challenges, achieve specific business objectives, and thrive in a changing market. TSIA is excited to announce a new collection of offers designed to help companies like yours achieve desired business outcomes even faster, called Strategic Services. Through our Speaking engagements, Workshops, and Advisory Sprints, you and your organization can now choose the level of hands-on, customized assistance you'll need to meet your goals. I've asked TSIA's SVP Strategic Services and GM Major Accounts, Tom Pridham, to share with you more about Strategic Services, and how they can help your organization get the insights you need to drive the results you want in a fraction of the time.

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Topics: TSIA Strategic Services, outcomes, service business challenges

Take Part in TSIA Social Support Research!

Posted by John Ragsdale on 12/2/16 5:00 AM

Today's customer is demanding support via their preferred channels, which means that online communities and Twitter are now being used as often as phone and email. No longer just a consumer phenomenon, social support has become a common practice in enterprise support, with the majority of B2B companies offering customer discussion forums. In fact, more than half of TSIA members are now offering some level of support via social media channels. But, that doesn't mean that we, as an industry, have it all figured out just yet.

You're invited to participate in TSIA's annual Social Support Survey, which tracks year-over-year trends in social channels offered for customer support, program ownership, performance metrics, service level agreements (SLAs), and staffing for both online communities and social media support. This year, we've added some new questions that will help us gain additional insight into community activity, including the role of customers vs. employees vs. partners in answering forum questions.

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Topics: social media, support services, service level agreement (SLA), social support, customer support, TSIA Survey, online communities, multi-channel support, online support, TSIA Research

5 Metrics to Measure Maintenance and Support Revenue Health

Posted by Julia Stegman on 12/1/16 5:00 AM

Service revenues continue to play a greater role in driving both top-line and bottom-line revenue growth in technology companies. For those who deploy their technology on a customer site, maintenance and support revenues represent a significant percentage of their service revenues. As a result, these companies are receiving increasing pressure from their C-level executives to grow maintenance and support revenues year over year, which adds to the expectations for sales and marketing leaders to make that growth happen.

However, before you can start down the path to growth, you should first assess the health of your existing maintenance and support revenues so that you can make the right investments, solve problem areas, and address any blind spots in your current reporting. Here is a list of 5 critical key performance indicators (KPIs) sales and marketing can use to measure the health of maintenance and support revenues.

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Topics: adoption services, support, renewal, adoption, expand selling, services revenue generation

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