Welcome New TSIA Members! December Edition

Posted by Andrew Cromey on 12/21/17 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, managed services, SaaS (software-as-a-service), New TSIA Members, cloud computing

4 Remote Customer Support Predictions for 2018

Posted by Peter Zeinoun on 12/19/17 5:00 AM

It’s hard to believe 2017 is already coming to a close. As I’m looking back on the past year, and looking forward to the year ahead, it’s got me thinking about where support has been and more importantly, where it’s going. If Vegas were to put out lines for the world of customer support, here’s where I’d place my bets for 2018, which follow the themes of creating a frictionless customer experience, increasing mobility, leveraging the latest technology, and providing self-service support options.

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Topics: mobility, support services, customer support, self-service support, intelligent customer support, artificial intelligence (AI)

What Is Education Services?

Posted by Maria Manning-Chapman on 12/14/17 5:00 AM

What is education services? It sounds like a trick question, but is it? The role and nature of education services (ES) organizations has been morphing over the past few years. However, one consistent element is that education services, or whatever name your company gives to a similar organization, is responsible for customer-facing training. Additionally, 82% of ES functions train channel partners and 75% provide technical training for internal employees, most commonly Sales, Pre-Sales, and Professional Services personnel.

While this describes the common audiences that ES organizations serve, it doesn’t answer the question, which really boils down to the charter of education services. Is it adoption? Is it enablement? Is it revenue? Is it customer success? While there are many things an ES organization can be, I’d venture to say that it is in fact all of these things, which is probably why many education organizations are going through an identity crisis.
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Topics: education services, recurring revenues, Customer Success Maturity Model

What Sales and Services Can Learn from Your Local Mall Santa

Posted by Steve Frost on 12/12/17 5:00 AM

This past weekend, I found myself at the mall doing some unexpected Holiday shopping. It was relatively uncrowded, which serves as a testament to the impact that e-tailers have had on the retail landscape. But, while there wasn’t much of a line at Banana Republic or Wetzel’s Pretzels, there was still a 45-minute wait to talk to Santa. I’m sure some of those families were just looking for the photo op, but the majority of the people were there to give their kids access to the one person who just might bring them what they want, and from whom they don’t have to pretend that they want something practical.

Last December, I talked about the lessons your B2B tech company can learn from e-tailers on how to “grow the shopping cart,” so this year, let’s take a look at what your Sales and Services teams can learn from your local mall Santa.

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Topics: services, sales, data analytics, expand selling, cross-sell, upsell, relationship equity

Using Customer Success to Renew More Contracts

Posted by Julia Stegman on 12/7/17 5:00 AM

TSIA believes customer success is a service capability with a sales result. We’ve already talked a lot about streamlining the adoption-focused capabilities of Customer Success, ensuring that you as a technology or equipment provider are engaging with your customers with prescriptive time, event, and value-based interactions along the journey. But now, I’d like to discuss the processes directly associated with sales results, specifically, the role that Customer Success can play with renewing subscription revenues. 

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Topics: customer success, service revenue generation, renewal, customer success manager, contract renewal

The Art and Science of Capacity Planning

Posted by David Young on 12/5/17 5:00 AM

In a related topic about resource management, James Cho outlined the main activities the Resource Management team is responsible for, briefly touching on the topic of demand/supply management. As my first blog post as TSIA’s new director of professional services research, I wanted to provide a closer look at what goes into demand/supply management, more specifically, capacity planning.

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Topics: professional services, project management, capacity planning

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