The Digital Transformation Journey: Customer Concerns About Subscriptions

Posted by J.B. Wood on 6/29/17 5:00 AM

In my infographic, “Navigating the World of Digital Transformation,” I outlined 6 key steps to thriving in today’s rapidly changing tech market. In my first blog of this series, I covered the many attractive aspects to customers of consuming enterprise technology on an “as-a-service” (subscription) basis. Today, I’m going to talk about the flip side of the coin—why some customers might object to the concept.

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Topics: cloud, managed services, subscription-based offers, recurring revenues, digital transformation, IT, The Digital Transformation Journey, subscriptions, security

Is Resource Management Just About Assigning a Resource to a Project?

Posted by James Cho on 6/28/17 5:00 AM

Do you have a dedicated Resource Management function inside your professional services organization? If so, what are the main tasks, activities, and responsibilities that they perform? The general belief is that resource management is about finding an able and available individual to be assigned to a delivery engagement/project. We at TSIA believe there’s more to it than that.
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Topics: professional services, resource management, professional services organization (PSO), professional services automation (PSA)

[Virtual Summit] Transforming the Customer Experience with Social Support

Posted by Nicole Dornsife on 6/27/17 5:00 AM

Join us Thursday, July 13, for a free virtual summit about using social support technology and strategies to improve your customer experience, hosted by TSIA and our partners, Lithium Technologies and Miller Heiman Group. During this 3-hour event, you’ll learn how to successfully leverage social technology to improve your support and the customer experience.

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Topics: customer experience, social media, customer experience management, social support, summit

What Are Managed Services?

Posted by George Humphrey on 6/22/17 5:00 AM

Since I started up TSIA’s Managed Services discipline at the tail end of 2012, I’ve received a lot of questions both from members and non-members about the definition of managed services. I figured that it was worth addressing these questions in a blog post, specifically about how TSIA defines managed services, what we’re seeing in the industry, and explain the different types of managed services offers. TSIA defines managed services as “the practice of outsourcing day-to-day technology management responsibilities to a third party as a strategic method for improving operations and accelerating a return on their technology investment,” but the truth is, “managed services” is an umbrella term for a variety of different kinds of offers.

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Topics: managed services, managed services providers

3 Mistakes to Avoid When Outsourcing Your Support Staff

Posted by David S. Carlson on 6/20/17 5:00 AM

Although the number of organizations who outsource their support has seen a slight decline, it’s still a cost-effective and valuable way to scale and supplement your support department. Based on the results of TSIA’s Support Services Benchmark survey, we’ve uncovered several benefits to outsourcing that can have a significant positive impact on the quality of support organizations can provide. However, outsourcing can also present some common issues that you should be wary of. In this post, I’m going to share some of the top outsourcing mistakes you should look out for and avoid making. 

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Topics: support services, customer support, outsourcing

The Digital Transformation Journey: Customer Use Cases

Posted by J.B. Wood on 6/15/17 5:00 AM

Every once in a while, a perfect storm hits a market. Usually it’s when a new trend or concept appeals simultaneously to both customers and suppliers. When that serendipity strikes, even long-standing models are forever transformed. That is what’s going on today in tech sectors, from IT, to industrial equipment, to transportation, to healthcare. Subscription-based offers are eating their old transaction-based siblings at a breathtaking rate.

In my infographic, “Navigating the Digital Transformation Journey,” I outlined 6 key steps to thriving in this changing market. Today, I’m going to talk about the most fundamental underpinning of the new subscription economy and the first step on this journey, “Customer Use Cases,” or in other words, why customers love it!

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Topics: customer success, XaaS (x-as-a-service), customer outcomes, customer churn, SaaS (software-as-a-service), outcomes, digital transformation, The Digital Transformation Journey, technology-as-a-service, subscriptions

4 Phases of Customer Success Maturity

Posted by Phil Nanus on 6/13/17 9:28 PM

As more technology companies move toward new “as-a-service"/subscription revenue business models, customer success continues to play a big role in this transition by preventing customer churn and securing crucial recurring annuity streams. But how do you know which stage of development your organization is at, and what is the end goal? To answer that, TSIA has developed the Customer Success Maturity Model, which allows companies to see where they stand against their peers and spot potential ways to improve as they move through the stages of their organizational maturity. 

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Topics: customer success, customer experience journey mapping, Customer Success Maturity Model

Share Your Expertise at the Fall TSW Conference

Posted by Tom Anderson on 6/7/17 5:00 AM

Want to take the stage at Technology Services World Las Vegas 2017? We want to hear from you! If you're a current TSIA member, you're invited to submit a speaker application to share your story at our fall conference, being held October 23-25, 2017 at the ARIA Resort & Casino.

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Topics: Technology Services World Conference

Benchmarking Managed Services Performance: How Do You Compare? [Infographic]

Posted by George Humphrey on 6/6/17 5:00 AM

To stay ahead of the competition, it’s important as a managed services provider to regularly gauge your performance against industry pacesetters while maintaining the current health of your operation. But how do you find out what “good” looks like so you can know what to aim for?
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Topics: managed services, best practices, key performance indicator (KPI), managed services providers, managed services sales, infographic

Watch TSW Conference Keynote Videos Online

Posted by Tom Anderson on 6/2/17 5:00 AM

Get a refresher on your favorite keynotes from TSW San Diego 2017 by watching the videos online. Now you can share key takeaways with your team and apply what you’ve learned about organizational convergence to your operation. We’ve put together a handy playlist of these energetic and informative sessions so you can relive the energy from TSW whenever and wherever you want.

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Topics: Technology Services World Conference

Another CEO Who Delivers Record Profits is…Gone

Posted by J.B. Wood on 6/1/17 5:00 AM

I am on a plane half way around the world going to visit (yet another) tech company who is in internal disarray over the subject of who they want to be. Will they stay a product company who sells features or become an as-a-service, recurring revenue company who delivers business outcomes? I finally finish my email somewhere over the Emperor Seamounts and grab the Wall Street Journal. The first article that catches my eye is about a very successful CEO who has been sacked at an iconic company.

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Topics: Technology-as-a-Service Playbook

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