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

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

Introducing the Technology-as-a-Service Playbook

Posted by Thomas Lah on 3/15/16 7:30 AM

In our previous book, B4B, we talked about the rising popularity of cloud-based business models, and the transition technology companies are making from products to services. Now, it’s time for us to embark on the next part of this journey. As customers choose new ways to consume technology, more solutions providers are adding subscription-based technology-as-a-service (XaaS) offers into their portfolios. (Tweet this!) While the industry-wide shift to the cloud isn’t new, it’s clear that many businesses are still struggling to make their XaaS offer profitable.

In our newest book, Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business, we’re focusing on the next step in the B4B transformation by providing a game plan for technology companies to stand out in the cloud market and succeed in the future of XaaS. 

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Topics: x-as-a-service (XaaS), software-as-a-service (SaaS), Technology-as-a-Service Playbook

TSIA's 2016 Service Capability Heatmap

Posted by Thomas Lah on 2/2/16 7:30 AM

Tech companies are currently experiencing an incredible disruption to their tried-and-true business models. While traditional products will always remain an important revenue source, now is the time for technology providers to develop more subscription-based cloud offers in order to meet changing customer expectations and keep pace with industry trends. To make the transition from a product-based business model to one that includes technology-as-a-service (XaaS) offers go as smoothly as possible, leaders need to know which service capabilities to invest in before making the change. To provide some guidance on this journey, TSIA has created the 2016 Service Capability Heatmap.

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Topics: x-as-a-service (XaaS), cloud, service capabilities

Technology Services: What Lies Ahead in 2016

Posted by Thomas Lah on 12/17/15 6:30 AM

'Tis the season of giving, and today our gift to you is the ninth day of our annual 12 Days of Insights blog series. Enjoy!

If there was any doubt that the technology industry is undergoing a major transformation, this year has produced even more compelling evidence that we are nearing the end of the first great era of tech. There are no tea leaves involved here; the story is playing out in the publicly reported financial data from traditional technology companies. Collectively, tech company revenues have declined steeply in 2015, with tens of billions of dollars coming off the table quarter after quarter.

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Topics: outcome-based services, customer success, customer retention, customer outcomes, customer churn, expand selling, 12 Days of Insights, outcome engineering

The Outcome-Based Services Portfolio

Posted by Thomas Lah on 7/10/15 8:27 AM

In our book, B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship, we talk about how TSIA is helping technology companies prepare for a radical shift in their business models as they move away from selling product assets and product attach services and begin delivering business outcomes for customers. As stepping-stone in this journey, we’ve created a set of frameworks to provide an overview of the kinds of outcome-based services your organization can offer. 

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Topics: outcome-based services, pricing, adoption services, B4B, big data, services portfolio, optimization

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