Customer Adoption Crash Course for Education Services

Posted by Maria Manning-Chapman on 8/29/17 5:00 AM

As a technology supplier, your recurring revenue stream depends on whether your customers can successfully adopt your offers and realize the full value of their investment. At TSIA, we’ve written a lot about customer adoption, and I personally have authored several posts that illustrate the role education services can play in facilitating it. In this post, I want to share with you a collection some of my favorite posts that tell the broad story of adoption and where education services can fit into your strategy.
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Topics: education services, customer adoption

Are 67% of Customer Success Organizations Wrong?

Posted by Phil Nanus and John Ragsdale on 8/24/17 5:00 AM

TSIA asks our membership about different metrics and practices through various inquiries, surveys, and benchmarks. One statistic that has surprised us is the number of Customer Success organizations that use a dedicated customer success platform. According to our data, we found that 67% of Customer Success organizations do not use a dedicated customer success platform. 

While the data is consistent, we continue to be amazed. Between the two of us, we have direct experience with customer success platforms, and remain connected with new technologies that continue to hit the marketplace. We have also observed how other Customer Success organizations benefit from this kind of technology with efficient results. But none of the oft-quoted benefits have carried over to moving the needle on whether Customer Success organizations will purchase dedicated tools or applications for their teams.

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Topics: customer success, technology services, customer relationship management (CRM), machine learning, healthcare technology, artificial intelligence (AI)

Welcome New TSIA Members! August Edition

Posted by Andrew Cromey on 8/22/17 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 research areas TSIA has to offer. Here's a little bit about each company, in their own words.

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Topics: cloud, professional services, customer relationship management (CRM), SaaS (software-as-a-service), New TSIA Members, cloud computing, IT, human resources

Announcing TSIA’s B2B Social Engagement Rating

Posted by John Ragsdale on 8/17/17 5:00 AM

The old adage, “Happy customers tell three people, and unhappy customers tell ten,” has become very outdated, with unhappy customers complaining to millions via Twitter, Facebook, Snapchat, etc. As the airlines learned this year, one negative customer experience can not only go viral on social, it can wind up as the headline of the five o’clock news. And don’t think this can’t happen to technology support as well. We’ve seen videos of repairmen sleeping in a customer’s living room, and heard recordings of support technicians who lost their temper, all broadcast to the world via social media.

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Topics: B2B, social media, Behind TSIA Research, Social Engagement Rating (SER)

Should You Have a Dedicated Professional Services Sales Team?

Posted by Bo Di Muccio on 8/16/17 5:00 AM

TSIA has recently had a lot of inquiries from our Professional Services membership community, which have all been various forms of the same question: “Is there any data showing the business benefits and impact a dedicated Services Sales team has on key professional services metrics?” In a related follow-up question, these members also ask for data points and content that they can use to help justify investing in a dedicated sales resource for professional services. With so many similar questions routinely cropping up from professional services, just what’s going on in the industry to prompt this need?

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Topics: professional services, sales, professional services sales

7 Steps to $7 Leads: Generating Cost-Effective B2B Opportunities Through Services

Posted by Steve Frost on 8/15/17 5:00 AM

At most technology companies, Services teams interact with customers at a rate of 5-15 times as often as their Sales counterparts. TSIA member companies are utilizing expand selling best practices to leverage these interactions to generate hundreds of millions of dollars in qualified upsell and cross-sell opportunities with their existing customers.  

This past spring, TSIA launched an in-depth survey on the practice of generating leads through Services touchpoints. It was the first study to go into depth around the practices and key metrics that are most tightly connected with success in this effort. While the specific findings of the survey are only available to TSIA members, I’d like to share one of the more interesting pieces of information that came to light from the survey data. We discovered how remarkably low-cost these Services-generated leads are. In the hopes of helping companies like yours understand what an incredible opportunity there is to be had in this area, we’re making this cost-of-lead data public. 

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Topics: technology services, sales, expand selling, lead generation, sales costs

Is Your Back Office Causing Customer Dissatisfaction?

Posted by Mary Lou Joseph on 8/10/17 5:00 AM

Digital transformation has traditionally centered on customer-facing parts of the organization (the contact center, online self-service, mobile apps, etc.), but that’s changing. Increasingly, that focus is spreading into back-office functions and the broader enterprise as a way to digitize and optimize the entire customer journey. In fact, according to a March 2017 Digital McKinsey post titled, "Putting Customer Experience at the Heart of Next-Generation Operating Models," they say, “The benefits of improved customer experience can be fleeting unless changes to supporting back-end operations are made as well.” The article also goes on to state, “Delivering a great customer experience calls for disciplined execution and consistent service delivery.”

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Topics: customer satisfaction, TSIA Partners, back-office management, back office

TSIA is Hosting a Support Services Summit in Vienna

Posted by Tom Anderson on 8/9/17 5:00 AM

TSIA experts are coming to Vienna, Austria this fall to share industry best practices and our latest research in the area of support services, including partner channel management, support metrics, outsourcing, funding, and more in our 2017 International Support Services Summit. Senior support services leaders are invited to attend this information-packed, full-day event. Space is limited, so be sure to reserve your spot and join us September 13!

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Topics: support services, summit

The Digital Transformation Journey: Supplier Challenges

Posted by J.B. Wood on 8/8/17 5:00 AM

In my last blog I focused on the positives of building recurring revenues by offering technology solutions in an “as-a-service” model from the supplier perspective. This post and ones before it are part of an overall blog series about why vendors in high tech, industrial automation, medical equipment and other market sectors are moving rapidly toward subscription-based offers. But “Navigating the World of Digital Transformation” is not the kind of story that is all good news. There are real challenges that suppliers face in deciding to head in this direction.  Management needs to deftly navigate these obstacles, or else they may not be around long enough to reach their objective of a profitable, high-growth, recurring revenue business.
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Topics: customer success, sales, knowledge-as-a-service, digital transformation, The Digital Transformation Journey

TSIA’s 5th Annual Knowledge Management Survey is Now Open!

Posted by John Ragsdale on 8/3/17 5:00 AM

In my role as TSIA’s technology research analyst, I cover 42 different technologies across our 8 areas of research. But when you look at the inquiries I receive from members, over half are related to knowledge management, self-service, and improving collaboration with both employees and customers. Spending on knowledge management is very high as well, with 68% of support services members planning additional investments in the next 1-2 years. To better understand emerging trends and pacesetter practices, each year I conduct a knowledge management survey.

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Topics: knowledge management, TSIA Survey, self-service support, TSIA Research, Open TSIA Surveys

Product Leaders, Do You Want to Learn How to Create Profitable Subscription Offers?

Posted by Tom Anderson on 8/1/17 5:00 AM

Whether you’re a product leader with born-in-the-cloud software and/or hardware technology or are currently working on getting there, the ProductNEXT summit is for you! Come to the ARIA Resort & Casino on October 26, 2017 for this immersive one-day event all about developing your playbook for profitable subscription offers that will also delight your customers.

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Topics: summit, products, product leader


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