Welcome New TSIA Members! May Edition

Posted by Andrew Cromey on 5/31/17 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: New TSIA Members

Creating Engaged Millennial Employees in Your Contact Center

Posted by Kelly Koelliker on 5/30/17 5:00 AM

Now that Millennials are officially the largest population segment, they can no longer be ignored. Organizations must come to terms with the idea that Millennials have different needs and skills, and make the appropriate changes in the workplace to maximize them. It seems that many businesses have a ways to go in achieving this, as research studies have shown that roughly 2/3 of today’s employees are disengaged in the workplace. So why is this? And what changes can be made to provide an engaging environment for this growing segment of the workforce population?

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Topics: knowledge management, TSIA Partners, millenials

The Internal Tug-of-War for Service Dollars

Posted by Julia Stegman on 5/25/17 5:00 AM

The technology industry has been creating service offers for decades. These service offers have helped customers stand up technology and make it available for use. At TSIA, we call this the "technology availability" value proposition.

However, customers want more. They don’t just want the technology to be available, they want technology providers to accelerate their ability to unlock value. In particular, customers want us to help them achieve their desired business outcomes around:

  • revenue growth
  • cost optimization
  • regulatory compliance/risk management
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Topics: service revenue generation, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

The Terror Facing Tech

Posted by Thomas Lah on 5/23/17 5:00 AM

I recently contributed the first of a three-part series of articles to Business View Magazine about how the new subscription-based economy is affecting traditional technology companies. In my first article, "The Terror Facing Tech," I discuss how both the product revenues and even service revenues for many well-established traditional technology suppliers are beginning to shrink. In response, they’re making the pivot toward the new as-a-service business models, yet are struggling to achieve profitability. So, what can they do to bridge this gap? Here is an excerpt of the article, which you can read in full online on Business View Magazine's site.

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Topics: x-as-a-service (XaaS)

3 Technology and Services Industry Trends for Profitable Growth [SlideShare]

Posted by Thomas Lah on 5/18/17 5:00 AM

For over a decade, TSIA has closely tracked the product and service revenue as well as the profit trends of 50 of the largest technology solutions providers in the world through our Technology & Services 50 index. This valuable information, which we aggregate from publicly reported data from a diverse list of hardware, software, and pure service companies, allows us to get an accurate view of the performance and overall state of the industry. This quarter, we’ve observed some key trends that are clearly pointing to an increasing reliance on both service revenues and profits to sustain the health and growth of most technology product companies. This SlideShare highlights 3 of these trends that can help you stay on the right path to profitable growth.

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Topics: Technology and Services 50, slideshare, TSIA Research

What I Heard at TSW San Diego 2017

Posted by John Ragsdale on 5/16/17 5:00 AM

I'm now fully recovered from the recent Technology Services World, my 23rd TSIA conference over the last 11 years. It was a very busy 3 days for me, with a keynote, 6 presentations, 15 1:1 meetings, and countless conversations in hallways and in the TSW | EXPO. Now that I've had some time to process all that I heard, I wanted to write up some of the principle themes and/or trends that popped up again and again.

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Topics: customer success, automation, professional services, Technology Services World Conference, machine learning

The Real Benefits of Certification: An Example from Intermedia

Posted by Nicole Dornsife on 5/11/17 5:00 AM

Whereas TSIA’s Strategic Services offerings were designed to give our members the hands-on, customized assistance they need to meet their business objectives, our Strategic Certifications programs put these accomplishments to the test, and enable companies to receive recognition for being the best in the industry. We’re thrilled to announce that TSIA member company and cloud software provider, Intermedia, has recently gone through several of these rigorous certification processes and received both the TSIA Rated Outstanding and J.D. Power Certified Assisted Technical Support certifications. I spoke with Connie Adcock, VP of Client Services at Intermedia to learn about their experiences with the certification process, hear how they’ve benefitted from these programs, and to also see if she had any advice for others who are considering getting certified. Here’s what she had to say!

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Topics: certification, TSIA Strategic Services

Touchpoint Calculus: Why Sales Can’t Do it for Themselves

Posted by Steve Frost on 5/9/17 5:00 AM

In an earlier blog post of mine, we explored the concept of Relationship Equity, which is the trust that Services Delivery teams have engendered with their clients that allows them to ask the questions that salespeople can’t. They are able to uncover problems, challenges, and opportunities that customers would generally withhold from a salesperson, or even their account manager. Customers tend to believe that Services people are there to help, not separate them from their money.

If companies can merely document and act upon the knowledge gained by their Services teams, they can tap into a new wellspring of potential upsell and cross-sell opportunities, at an extremely low cost. After all, these Services interactions are happening anyway, so there’s no money out of pocket being spent to acquire these leads. Today, I’d like to expand upon that post by exploring a second concept called “Touchpoint Calculus.”

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Topics: sales, expand selling, sales costs, touchpoint calculus

TSW San Diego: Top Attended Sessions

Posted by John Ragsdale on 5/3/17 3:33 PM

Today is the final day of Technology Services World, and so far this has been a fantastic event. Today we had several more rounds of breakout sessions and panel discussions before the closing lunch keynote. I just received the session counts for yesterday, which had sessions running from 8:30 AM to 5:15 PM, plus cocktails in the TSW | EXPO. I did a quick count and we had 60 separate sessions yesterday—that’s a lot of content!

With so many topics to pick from, I always like to report on what the top attended sessions were for the day. Clearly, attendees vote with their feet on the topics that interest them, so these top 5 sessions are a great barometer of trends and interest areas of technology firms. 

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Topics: Technology Services World Conference

TSW San Diego: Day 1 Recap

Posted by John Ragsdale on 5/2/17 11:35 AM

The Hilton San Diego Bayfront is an amazing place for a conference. Overlooking the water, you can sit in meetings and breakout sessions and watch sailboats cruise by, or take your lunch out on a patio and enjoy the breeze. Unfortunately, I was a bit too busy yesterday—the first day of Technology Services World—to enjoy the breeze. Here’s a recap of what went down yesterday. 

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

Live from TSW 2017 San Diego! Here's What You Can Expect

Posted by John Ragsdale on 5/1/17 10:52 AM

Today kicked off my 23rd TSIA conference, Technology Services World, in beautiful San Diego. I have a busy day planned, starting with my Partner Advisory Board meeting at 7 AM, my keynote at 11:30 AM, and my Power Hour session at 4 PM. Before things get too crazy, I wanted to write up some of themes I’m talking about this week which hopefully will resonate with you.

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Topics: keynote, Technology Services World Conference, self-service

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