Where is the Line Between Products and Services?

Posted by Judith Platz on 3/31/17 5:00 AM

The rate of change and disruption in technology has quickly caused a blurring of the line between products and services. Where does the product stop and the service of the product start? Customers honestly don’t care, they just want a better customer experience and a lower effort to achieving their goals with their purchase.

The long-standing silos between support organizations and other business units (consulting, engineering, field services, education services, sales, etc.) are one of the major inhibitors to support organizations being able to provide the type of experience their customers expect. Add to that the increased focus on support executives to lower cost and improve profits and you have a perfect storm. 

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Topics: support services, TSIA Organizational Convergence Series, services convergence, organizational convergence

Welcome New TSIA Members! March Edition

Posted by Andrew Cromey on 3/30/17 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: XaaS (x-as-a-service), cloud, SaaS (software-as-a-service), New TSIA Members, software, telecommunications, information technology (IT)

Top Technology Industry Trends to Watch in 2017 [SlideShare]

Posted by Nicole Dornsife on 3/28/17 5:00 AM

At TSIA, we are dedicated to helping technology and services organizations of all sizes stay on top of the latest best practices for growing and advancing their businesses. Each year, our research team publishes their "State of" reports on developing trends affecting their respective areas of research to serve as a guide for achieving success in the coming year and beyond. View this SlideShare to get 3 highlights from 8 "State of" reports covering all areas of tech so you can stay on top of industry forecasts you might have missed.

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Topics: customer success, education services, managed services, support services, service revenue generation, professional services, field services, expand selling, slideshare

The Data Handshake: Tearing Down Data Silos with Trust

Posted by Jeremy DalleTezze on 3/23/17 5:00 AM

When J.B. Wood and Thomas Lah first introduced the concept of the “data handshake” in their book, B4B, it mainly focused on how it occurs between the technology supplier and customer. The basic premise of the data handshake is that in order for your company to provide data-driven, value-add services to your customers, you need their data. They give you some of their data, and in return, you give them enriched data insights. Depending on the vertical and geographical region, the handshake might be chock full of rich user-level information, or it might be mitigated to metadata and aggregated information. Either way, the supplier had to provide a compelling value proposition to gain the trust of its customers, and then deliver. 

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Topics: B4B, data analytics, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence, data handshake

TSIA STAR Awards: Get Recognized for Your Company’s Achievements

Posted by Sheri Kennedy on 3/21/17 5:00 AM

The TSIA STAR Awards are the best way to show the world the amazing things your company is doing, both as an organization and for the benefit of your customers. We’re excited to announce that the nomination period for the 2017 STAR Awards is now open! If you’re a current TSIA member, you’re invited to send in a nomination for your company in any of this year's categories for a chance to win one of the highest honors in the technology and services industry. Here’s everything you need to know about the awards and how to apply.

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Topics: STAR Awards

How to Make Your Renewals Frictionless [SlideShare]

Posted by Julia Stegman on 3/17/17 5:00 AM

If you want to make sure your customers renew their contracts, it’s crucial that you have a renewal process that’s as painless as possible. While roadblocks to renewal can and do crop up, knowing how to spot them ahead of time and adopting the right capabilities for frictionless renewal is your key to overcoming them. Check out this SlideShare to identify 3 common renewal friction points and the capabilities you'll need to keep your renewals moving forward as planned.

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Topics: service revenue generation, service revenue, renewal

Grow Customers Through Marketing and Services Convergence

Posted by Steve Frost on 3/16/17 5:00 AM

In our multi-part blog series on organizational convergence, TSIA’s Phil Nanus and others have written extensively about the convergence of sales and services in an XaaS world. For a great primer on how these lines are blurring, be sure to read his blog post or Chapter 7 of the Technology-as-a-Service Playbook. A much less talked about topic, however, is the convergence of marketing and services, and their potential to work together to drive cost-effective leads and revenue from existing customers.
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Topics: sales, expand selling, marketing, TSIA Organizational Convergence Series, organizational convergence

3 Key Mobility Practices for Field Service [Infographic]

Posted by Vele Galovski on 3/14/17 5:00 AM

Everyone wants to grow their services revenue, and for hardware manufacturers that have traditionally been product-focused, this might seem like a big challenge to overcome. However, hardware manufacturers that have made the transition to the service engine business model have been able to accomplish this goal with remarkable success. Their secret? Using mobility platforms to improve their operations, efficiently deploy their workforce, and help their customers get the most out of their products and services. In this infographic, you’ll see how much these service engine companies were able to grow their services revenue through mobility when compared to the hardware manufacturing industry as a whole.

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Topics: mobility, field services, infographic, hardware manufacturers, services revenue generation

3 Examples of Customer Success Convergence

Posted by Phil Nanus on 3/9/17 5:00 AM

Convergence, a term meaning "to come together," is a common theme that has impacted various service lines within the technology industry, and customer success is no exception. As more technology suppliers pivot towards new XaaS offerings, they are finding themselves in a constant cycle to deliver against the promise of their technology solution, which is how we define customer success. In their efforts to ensure that their customers achieve specific business outcomes, these organizations are seeing traditional services capabilities and organizational boundaries beginning to blur, or "converge." At TSIA, we've observed three areas within today's organizations that are seeing the most convergence with customer success: sales costs, service portfolios, and service organization structures.
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Topics: customer success, organizational structure, TSIA Organizational Convergence Series, services convergence, organizational convergence

XaaS Madness: Selling Yourself Out of Business

Posted by Steve Frost on 3/7/17 5:00 AM

As the NCAA Basketball Tournament shifts into high gear this month, millions of American workers will take extended lunch breaks to their favorite sports bars and restaurants to watch the games. This annual event provides not only an opportunity for binge-eating and work-ditching, but also affords a teaching opportunity about the dangers of the high cost of sales. Read on to see how the parable of a failed sports bar can be a cautionary tale for modern XaaS companies.

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Topics: XaaS (x-as-a-service), sales, expand selling, marketing, lead generation, sales costs

Learn Online Customer Engagement Strategies from John Ragsdale at TSW

Posted by Nicole Dornsife on 3/2/17 5:00 AM

At our spring Technology Services World conference, we have a great lineup of inspiring keynote speakers who will be sharing their expertise on this year's theme, “Organizational Convergence in a Recurring Revenue World.” Kicking off the event with his pre-conference keynote is TSIA's VP of Technology and Social Research, John Ragsdale, with his session entitled, “Creating a Converged Online Customer Engagement Strategy.” In this Q&A interview, John gives us a sneak peek at what he plans to present in his keynote, as well as his thoughts on the convergence trend we're seeing across the technology and services industry.  

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Topics: Technology Services World Conference, customer portal, services convergence, organizational convergence

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