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

From Products to Subscriptions: Q1 2015 Recap

Posted by Thomas Lah on 6/9/15 6:30 AM

In Q1 of 2015, the market gave off very mixed signals about the state of the global tech economy. The short story is that tech company revenues are down, and as a whole, our industry is shrinking. But there are some bright spots. Technology services produced another solid quarter of financial performance and continues to represent tremendous growth potential for our industry. I’d like to share a brief overview of how things played out in the public data compared to one year ago and importantly, what tech companies can do to recapture profitable growth.  

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Topics: customer success, subscription-based offers, expand selling, Technology and Services 50

How Your Cloud Company Can Drive Customer Success at Scale

Posted by Thomas Lah on 3/25/15 10:51 AM

Subscription renewals are essential to the financial health of your cloud company. After landing the initial subscription sale, you must continue to be proactive in driving customer adoption to secure the renewal and minimize churn. To do this, many SaaS companies are investing in customer success organizations to ensure subscription renewals and create fertile ground for customer revenue expansion activities. TSIA has developed a step-by-step framework for cloud companies to use as a guide for establishing and driving customer success. Here’s a sampling of three of the key steps to help you get started down the right path.  

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Topics: customer success, cloud

Invest Smarter: Top Service Capabilities You Should Develop in 2015

Posted by Thomas Lah on 2/5/15 6:30 AM

It’s no secret that the technology services industry has experienced a dramatic shift in recent years when it comes to customer demands. In an effort to overcome the emerging challenges as a result of this change, more businesses are developing new and improved service capabilities that promote customer outcomes. While investing time and money into the right capabilities will allow your business to continue to grow, how do you determine which capabilities will be the most beneficial to your organization?

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Topics: performance management, service capabilities

How the Top 50 Tech Companies Are Being Affected by Current Trends

Posted by Thomas Lah on 1/15/15 6:30 AM

As we head into 2015, we'd like to get a glimpse of what's on the horizon for technology services by taking a closer look at the most recent industry trends. To do this, we'll be referencing the TSIA Service 50 index, which tracks the service and revenue profit trends of a sampling of the top 50 companies in the industry from public record data sources. You can watch our on-demand webinar where we go over the latest findings, but first, let's briefly recap what we've learned so far. 
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Topics: B4B, Technology and Services 50

Key Capabilities of Customer Success: Webinar Recap

Posted by Thomas Lah on 12/13/14 9:06 AM

12 Days of Insights 2014: Day 4

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

With the ever-growing trend of businesses offering technology as a service, many existing customer support organizations are reinventing themselves as facilitators of “customer success.” These companies still offer support services to fix problems as they crop up, but their main priority has shifted to improving the value they bring to their customers and increase adoption and retention.

In our webinar, "The Key Capabilities of Customer Success", TSIA's VP of Customer Success and Support Services Research, Judith Platz and I explored the idea of customer success as a broad capability many businesses already possess, and how company charters can be reprioritized from the role of a support organization to one that promotes customer success.

Here’s a recap of the key points, in case you missed it.

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Topics: customer success, support services, customer service, 12 Days of Insights, power users, organizational capabilities

A Behind The Scenes Look at TSIA's Research Summit

Posted by Thomas Lah on 9/5/14 6:30 AM

Every year, TSIA’s top research executives gather to collaborate and share their recent discoveries about current trends in the technology industry. By sharing data on industry trends, best practices, and measured data, this research summit plays a key role in further assisting TSIA’s members in reaching their goals for customer success. Executive director of TSIA, Thomas Lah, provides a behind-the-scenes glimpse into what goes on during the 2014 TSIA Research Summit. 

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Topics: outcome-based services, customer success, benchmarking

What the Top 50 Tech Services Companies Can Tell Us About The Industry

Posted by Thomas Lah on 8/22/14 6:30 AM

Since 2005, TSIA has been tracking service revenue and profit trends for the technology industry in our widely followed Service 50 index. We aggregate the financial performance of 50 of the largest global providers of technology services to identify service revenue and profitability trends, while also providing critical observations based on the current quarterly update.

In recent history, these trends have very clearly pointed to an increasing reliance on both service revenues and profits to sustain the health and growth of technology product companies.

Watch our recent Service 50 Q2 webinar, in which we identify the latest observations and trends for the technology services industry, complete with detailed data on how these top 50 companies are currently performing in Q2. Here’s a recap of some of the key points we covered. 

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Topics: service revenue, technology services

Reaction to B4B

Posted by Thomas Lah on 11/21/13 2:38 PM

“The operating models of technology providers are about to be revolutionized.”

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Topics: pricing, B4B, data analytics, operating models, consumption models, service offers, Technology Services World Conference


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