5 Metrics to Measure Maintenance and Support Revenue Health

Posted by Julia Stegman on 12/1/16 5:00 AM

Service revenues continue to play a greater role in driving both top-line and bottom-line revenue growth in technology companies. For those who deploy their technology on a customer site, maintenance and support revenues represent a significant percentage of their service revenues. As a result, these companies are receiving increasing pressure from their C-level executives to grow maintenance and support revenues year over year, which adds to the expectations for sales and marketing leaders to make that growth happen.

However, before you can start down the path to growth, you should first assess the health of your existing maintenance and support revenues so that you can make the right investments, solve problem areas, and address any blind spots in your current reporting. Here is a list of 5 critical key performance indicators (KPIs) sales and marketing can use to measure the health of maintenance and support revenues.

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Topics: adoption services, support, renewal, customer adoption, expand selling, services revenue generation

7 Ways Education Services Fits into Customer Success

Posted by Maria Manning-Chapman on 11/8/16 5:00 AM

As more traditional businesses migrate to the cloud, they are quickly discovering what companies who were “born-in-the-cloud" have known for a while: you have to manage customer engagement to drive adoption, retention, and renewal. It's these three elements that led to the inception and growth of the customer success concept, but what exactly is customer success and what role can other service lines play in its execution? At TSIA, this is a question that is top of mind for many of our members. To provide some insight on how customer success relates to my specific area of research, education services, I'd like to provide an overview of the primary responsibilities of customer success and 7 ways education services can contribute to these activities.

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Topics: adoption services, customer success, education services, training, customer adoption, LAER, customer health score

Behind the Research: Service Revenue Generation

Posted by Technology Services Industry Association on 5/17/16 6:30 AM

At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry. At the heart of this in-depth research are TSIA's research executives, who keep their fingers on the pulse of what's new and what's next in technology and services in order to deliver compelling content, best practices, and tools to our members. To highlight the brilliant people behind the research that makes TSIA what it is, we've invited the VP of Service Revenue Generation research, Julia Stegman, to tell us a bit about herself and her thoughts on both the current state and what the future holds in her area of research, service revenue generation. 

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Topics: adoption services, XaaS (x-as-a-service), service revenue generation, Behind TSIA Research

[Case Study] How Salesforce Monetizes Adoption Services

Posted by Julia Stegman on 1/28/16 6:30 AM

While it will always be important for technology companies to create great technology, they must also take a more proactive role in ensuring their customers are successfully using the technology. As a result, many technology companies have begun offering adoption services. Though traditional services focus on making technology available to customers, adoption services deliver a more compelling value proposition–they ensure customers derive value from the technology in an accelerated manner. 

While some of the more basic tiers of adoption services can be included with the purchase of the technology subscription, the more labor-intensive and/or higher value adoption services should be offered for a fee. But how do you decide where to draw the line between free and fee adoption services? (Tweet this!) In this post, I will deconstruct Salesforce's approach with adoption services to help you understand what a successful monetization strategy looks like.

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Topics: adoption services, service revenue generation

Using Education Services to Drive Adoption

Posted by Maria Manning-Chapman on 1/21/16 6:30 AM

As technology solutions providers, you want to make sure your customers are effectively using and adopting your company's products and/or services. When customers are able to achieve their desired business outcomes with a solution, they’re likely to spend more with your company, so it’s in your best interest to make sure customers are realizing a solution’s full potential and achieving their ROI. The best way to ensure this is to provide adoption services that give your customers the training, support, and resources they need in order to realize the full value of a solution. 

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Topics: adoption services, education services, customer adoption

Growing Customers Successfully in Industrial Equipment

Posted by Harald Kopp on 11/17/15 7:30 AM

As services eat products and software eats services, there are significant changes happening to success plays within the technology industry. The companies that will be the most successful are the ones who take an active role in supporting their customers as they grow their businesses. In fact, this was the topic of the opening keynote of our recent Technology Services World conference, presented by TSIA’s president and CEO, J.B. Wood.

During the rest of the conference, there were a lot of hot topics relevant to manufactures of industrial equipment (IE) presented in sessions, TSIA’s Industrial Equipment Advisory Board meetings, and 1:1 discussions. Based on this content and feedback from conference participants, it's clear that the business environment for industrial equipment manufacturers is changing in several big ways. 

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Topics: outcome-based services, adoption services, managed services, industrial equipment, internet of things (IoT), smart services

3 Tips for a Successful Professional Services Organization: Part 3

Posted by Bo Di Muccio on 11/12/15 6:30 AM

When your customers are able to realize the value your solution can bring to their operation, they’re more inclined to stay loyal and renew their contract. (Tweet this!) The process of ensuring your customers are successfully using your technology to achieve their desired outcomes are called adoption services, and more PSOs are offering them to drive customer success with their offers. So, how can highly product-oriented technology suppliers increase their success when making the transition from Level 2 to Level 3 while also becoming good suppliers of adoption services? In this final post in my blog series about building a successful PSO, I’ll be going over a concept you can immediately start thinking about that will help a great deal: business domain expertise.

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Topics: adoption services, professional services, professional services organization (PSO), Tips for a Successful PSO

[Infographic] Fee-Based Services for XaaS Business Models

Posted by Julia Stegman on 11/6/15 6:30 AM

Recurring revenues with existing customers have a natural tendency to decline. Like many XaaS executives, you may be asking, “What are the forces that create erosion and growth with subscription revenues?Certainly the concept of churn is well understood as a negative force that reduces annual recurring revenues. But how well do you understand, and manage, downsell activities that also create revenue erosion? Also, how effectively are you pulling the growth levers of upselling and cross-selling to ensure revenues from your existing customers are growing and not declining? One of these growth levers is fee-based services. Contrary to popular belief, not all adoption services are offered for free, and in this infographic, we demonstrate how fee-based support and adoption services can contribute to the growth of total recurring revenues.

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Topics: adoption services, XaaS (x-as-a-service), service revenue generation, levers of growth, customer churn

Adoption and Outcome Offers: An Example from Michelin

Posted by Harald Kopp on 10/15/15 6:30 AM

In my IoT blog series I wrote with Vele Galovski, we introduced the remote services continuum as a framework to help companies navigate the industry transformation through IoT/smart services and focus on customer outcomes. In this post, I’ll be using examples from Michelin to discuss how services designed to help customers maximize their usage of technical capabilities (Adoption Services) as well as services designed to deliver specific business outcomes (Outcome Services) are rapidly emerging.

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Topics: outcome-based services, adoption services, industrial equipment, internet of things (IoT), smart services

3 Tips for a Successful Professional Services Organization: Part 2

Posted by Bo Di Muccio on 9/25/15 6:30 AM

In my previous post in this three-part blog series, I talked about how the state of the industry is affecting professional services and outlined the three capabilities professional services organizations (PSOs) need to develop in order to stay ahead, starting with new offer development. In this post, I will go over the next capability on the list and why it’s so crucial to the future success of a PSO: adoption playbook. 

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Topics: adoption services, customer-supplier relationship, professional services, customer adoption, professional services organization (PSO), Tips for a Successful PSO


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