Thomas Lah

Thomas Lah is executive director of TSIA. Since 1996, he has used his incisive analysis, strategic thinking, and creative solutions to help some of the world’s largest technology companies improve the efficiency of their daily operations. He has authored several books, including, Bridging the Services Chasm (2009), Consumption Economics (2011), B4B (2013), and Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business (2016).

Thomas frequently writes about these topics:
Customer Outcomes | B4B | Outcome Engineering | Customer Success | Adoption

Recent Posts

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

TSW Keynote Preview: Organizing for Recurring Revenues [SlideShare]

Posted by Thomas Lah on 4/21/17 5:00 AM

Even though markets and the revenue streams are rapidly migrating toward XaaS, the financial and organizational models of many technology companies are still catching up. So where do these organizational models need to change in order to keep up with where the revenue is now going? I explore this topic and more in my upcoming Technology Services World keynote presentation, “Organizing for Recurring Revenues.” Take a look at this SlideShare for a preview of what I’ll be covering.

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Topics: keynote, organizational structure, slideshare, Technology Services World Conference, recurring revenues, organizational convergence

The Importance of Organizational Convergence in a Recurring Revenue World [Infographic]

Posted by Thomas Lah on 4/6/17 5:00 AM

When we talk about “organizational convergence,” we’re referring to the blending of traditional service lines. Encouraging better collaboration between functions within your company can have many benefits, including increased recurring revenues, a more streamlined service offer portfolio, improved resource utilization, and more!

In this infographic, you’ll get a glimpse at three tactics for breaking down silos within your organization and achieving successful organizational convergence.

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Topics: infographic, Technology Services World Conference, services convergence, organizational convergence

How to Be Profitable in the Cloud

Posted by Thomas Lah on 2/14/17 12:00 AM

While it's clear that revenues from cloud-computing offers are rapidly growing, exactly how profitable these offers will be for technology companies remains to be seen. As part of Mediaplanet's Cloud Solutions campaign that unites like-minded industry leaders to highlight the technologies, people, and processes that are helping to empower, as well as seamlessly connect organizations across the globe, I contributed an article on behalf of TSIA exploring what it takes to be profitable in the Cloud. Here's an excerpt of the article I wrote which was published in both the San Francisco Chronicle and online.

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Topics: x-as-a-service (XaaS), cloud, Technology-as-a-Service Playbook, cloud computing

The Year of Convergence

Posted by Thomas Lah on 1/12/17 5:00 AM

Our industry has been debating the pros and cons of converging service organizations for years. And for good reasonthere are so many obvious and truly meaningful benefits that can be realized by breaking down the silos:

  • A more streamlined service offer portfolio
  • Improved resource utilization
  • Elimination of redundancies in skills and capabilities
  • Improved economics achieved through cost optimization

Yet to date, there has been little more than lip service paid to the idea of collapsing and blending service organizations and capabilities. Understandably so, as there are careers and jobs at stake, not to mention just how daunting a task it is to dismantle and reassemble longstanding and highly stable structures and processes.

But in spite of the inherent forces of resistance, we at TSIA believe that 2017 is the year where we will see widespread and meaningful progress made on services convergence. Here's why.

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Topics: organizational change, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

Get the Business Outcomes You Want Even Faster with TSIA Strategic Services

Posted by Thomas Lah on 12/6/16 5:00 AM

Today's technology and services organizations rely on TSIA to provide them with the right business frameworks, best practices, and deep industry insight they'll need to overcome top business challenges, achieve specific business objectives, and thrive in a changing market. TSIA is excited to announce a new collection of offers designed to help companies like yours achieve desired business outcomes even faster, called Strategic Services. Through our Speaking engagements, Workshops, and Advisory Sprints, you and your organization can now choose the level of hands-on, customized assistance you'll need to meet your goals. I've asked TSIA's SVP Strategic Services and GM Major Accounts, Tom Pridham, to share with you more about Strategic Services, and how they can help your organization get the insights you need to drive the results you want in a fraction of the time.

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Topics: TSIA Strategic Services, outcomes, service business challenges

A Real-World Example of Customer Success: How We Do It at TSIA

Posted by Thomas Lah on 6/14/16 6:30 AM

At TSIA, we provide hundreds of technology and services organizations with the latest best practices, research, and frameworks they need to grow and succeed in a changing market, and a lot of this research ties directly into the rapidly growing area of customer success. To give you an inside look at how we apply the same business recommendations we give our members to our own operation, I've asked TSIA's VP of Member Success, Andrew Cromey, to explain how TSIA handles customer success, or as we refer to it in our membership organization, “Member Success."

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Topics: customer success, member success

[TSIA Spotlight] Expand Selling and LAER for Marketing

Posted by Thomas Lah on 5/12/16 6:30 AM

Recently, an article I wrote was featured on MarTech Advisor, a marketing technology publication, called, "Why Marketing Technology Platforms Need New Innovations to Drive Revenue and Growth," about how Expand Selling and TSIA's LAER model applies to the role of marketing. In this post, I explain how important it is for marketers to focus on finding the right technology innovations that will enable them to better drive ROI for their business and cost-effectively re-ignite revenue growth. Here's an excerpt from that article:

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Topics: expand selling, LAER, marketing

Outcome Engineering With TSIA Outcome Chains

Posted by Thomas Lah on 4/27/16 6:30 AM

In our book, B4B, we established that technology suppliers are evolving from simply delivering products to also delivering business outcomes to their customers. Out of this growing trend came a new idea called "outcome engineering," where solutions providers present their customers with clear paths to success using their technology. TSIA is now applying that same concept to help our members improve their service business outcomes by leveraging our research, data, and business frameworks with the help of a new tool, TSIA Outcome Chains

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Topics: software-as-a-service (SaaS), outcome engineering, Outcome Chains

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