Using Partners to Scale Your Customer Success Organization

Posted by Phil Nanus on 3/29/18 5:00 AM

I have recently travelled back from two conferences, including the CCO Summit, hosted by Gainsight, and the Customer Success Summit, hosted by Totango. One discussion thread at both conferences was the ability to scale Customer Success organizations effectively. It was awesome to hear Totango’s Guy Nirpaz introduce Spark, which is how Totango intends to provide their customers a fast path to scalable value. In Nick Mehta’s kickoff discussion at the CCO Summit, he spoke about how one of the important themes for customer success was to become more prescriptive to our customers. Whether it is use of technology or improved process, the theme of “scale” was very evident.

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Topics: customer success, customer outcomes, channel partners, Blending Service and Sales Motions

Welcome New TSIA Members! March Edition

Posted by Andrew Cromey on 3/27/18 8:46 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 renewed or 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: support services, customer support, SaaS (software-as-a-service), New TSIA Members, software, information technology (IT), healthcare technology

The Case for Customer Success in Managed Services

Posted by George Humphrey on 3/22/18 5:00 AM

One of the top business challenges facing our Managed Services members is about selling managed services. In fact, this is easily the SBC (Service Business Challenge) that I spend the most time on while performing on-site workshops with them. It seems that most of the focus of the managed service provider is on the Land motion within the TSIA LAER model.

While selling managed services is, without a doubt a significant objective, the need to continually support, nurture, and grow your customer is just as important. When looking at the TSIA LAER model in the context of managed services, the Adopt, Expand, and Renew area is often grossly neglected by business owners. If organized and staffed properly, focusing on the AER portion of LAER will turn your managed services business into the gift that keeps on giving.

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Topics: customer success, managed services, customer success manager, Blending Service and Sales Motions

Get the Industry Recognition You Deserve with a TSIA STAR Award

Posted by Sheri Kennedy on 3/20/18 5:00 AM

Did your company try something new in the past year that led to measurably better results for both your business and your customers? We think you deserve to be publicly recognized as a technology and services industry leader for that outstanding achievement, and the TSIA STAR Awards are the best way to do just that! We’re happy to announce that the nomination period for the 2018 STAR Awards is now open. If you’re a current TSIA member, you’re invited to nominate your company 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, including this year’s categories, benefits of winning, and how to apply.

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Topics: STAR Awards

Enjoy San Diego’s Finest at These Networking Events Only at TSW

Posted by Tom Anderson on 3/15/18 9:35 AM

Technology Services World is just around the corner! In addition to the many great learning opportunities you can look forward to at TSW San Diego 2018 following our conference theme of “Blending Service and Sales Motions,” we wanted to share our lineup of fun networking events you can’t get anywhere else. Check out this SlideShare or read on to see what we have planned for this year, including a baseball game between the San Diego Padres and Washington Nationals, a 5k fun run, and more!

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Topics: slideshare, Technology Services World Conference

Blending Service and Sales Motions in Industrial Equipment

Posted by Harald Kopp on 3/14/18 5:00 AM

Offering smart, connected products and monetizing IoT services requires a collaborative approach between Sales and Service teams across the board. The moats between Sales and Services need to be crossed, but to do this, organizations also need a blend of Marketing, Sales, and Service motions to maximize customer lifetime value.

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Topics: industrial equipment, internet of things (IoT), hardware manufacturers, equipment manufacturers, smart, connected products, smart services, Blending Service and Sales Motions

Using Data to Improve Your Professional Services Revenues

Posted by Bo Di Muccio on 3/13/18 5:00 AM

TSIA fields hundreds of PS member inquiries every year. Always among the most common service business challenges (SBCs) represented is how to improve PS price performance. That’s why for the last decade, TSIA has been capturing extensive professional services rates and pricing practices information in our Professional Services Market Rates Study. This study distills the latest developments in professional services pricing and collects detailed data surrounding 8 job titles at 3 levels in roughly 60 countries to provide our members with the most current market rates benchmarks and data. In this post, I’m going to share what this study can do for your organization through real-world examples of how it’s currently being applied to businesses in the industry.

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Topics: pricing, professional services, services pricing, TSIA Partners, professional services sales

Professional Services and Sales Working Together to Deliver Customer Outcomes

Posted by Bo Di Muccio on 3/9/18 5:00 AM

The themes for our Technology Services World events are more than mere organizing principles for our conferences. They are expressions of the most pressing challenges that technology companies are facing. More than just helping structure the conference content, they are a direct reflection of what is trending in TSIA research, our extensive community of over 35,000 technology and services leaders, and the industry as a whole.

In other words, the TSW conference themes both drive and are driven by the broader concepts, content areas, and service business challenges that animate us and our member organizations. This has always been the case, and the theme for our upcoming TSW San Diego 2018 conference, “Blending Service and Sales Motions,” is no exception.

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Topics: services, professional services, sales, customer outcomes, professional services sales, Blending Service and Sales Motions

Why Customer Feedback Should Matter to Tech Executives

Posted by Leah Chaney on 3/8/18 5:00 AM

The cat is out of the bag: We now live in the age of the customer. While this reality has many implications in the world of the modern-day technology executive, what it really means is that listening to and taking action on customer feedback is essential for business growth. 

Depending on who you ask, today’s organizations look to customer experience above many (if not all) success metrics. In fact, in the new knowledge economy, customer experience trumps all. A study by Walker showcases this evolution. A majority of customers (86%) will pay more for a better service. 

So, how do you understand whether a customer experience is positive, negative or somewhere in between? According to Gartner, this all starts with collecting and acting on customer feedback.

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Topics: customer experience, customer satisfaction, TSIA Partners, net promoter score

Learn How to Get Services Involved in the Sales Process in This Virtual Summit

Posted by Nicole Dornsife on 3/6/18 5:00 AM

Mark your calendar for Thursday, March 29, for a free virtual summit all about how to cost-effectively grow your revenue by getting your Services teams more involved in the sales process. During this 3-hour event, you’ll learn from industry experts about when, where, and how Services teams should (and should not) be involved in revenue generation.

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Topics: services, sales, expand selling, summit, webinars

Using Data Analytics to Improve Customer Support

Posted by Judith Platz on 3/2/18 5:00 AM

We’ve all heard about how important data and data analytics are for the technology industry as a whole, but what does this mean specifically for Support organizations? Support has always had access to detailed customer data, but the ability to correctly capture, read, and apply the insights learned from this data, both directly and from support automation tools, is what can transform a Support organization into a pacesetter in the marketplace. That’s why the roles of data analyst and data scientists are becoming increasingly sought after in today’s Support organizations. To learn more about how Support orgs are investing in analytics experts, TSIA conducted a Quick Poll on the use of analytics for support services, which had some interesting results.

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Topics: customer experience, support services, data analytics, customer support

Renewal Specialist: Is It a Sales Role or a Service Role?

Posted by Julia Stegman on 3/1/18 5:00 AM

Renewal specialists are responsible for ensuring customers renew their relationship with a company. Historically, the renewal process began with the end in mind. It started from contract expiration, then backed up to define a customer contact cadence, allowing the customer enough time to renew prior to their contract expiration. However, there are new emerging practices. In this post, I’m going to be going over the responsibilities of the evolving role of renewal specialist and answer the question, “Is the renewal specialist a Sales role or Service role?”

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Topics: service revenue generation, renewal, contract renewal, Blending Service and Sales Motions


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