The Customer Journey Through the Eyes of a Field Services Organization

Posted by Vele Galovski on 10/19/17 5:00 AM

The operating models of equipment manufacturers are in the midst of a huge transformation. The industry is rapidly moving from a pure product focus to a customer outcome-based focus. With this change, every equipment manufacturer will be faced with the hard truth that their customers are also changing the way they purchase. New customer expectations, new models, and new capabilities will put tremendous pressure on today’s field services organization to adapt, be relevant, and continue to deliver a key revenue stream for their company.

This transformation will impact every aspect of a company, including traditional service lines of business like Support, Professional, Education, and Field Services. These service organizations will need new capabilities to be relevant in the future while they continue to deliver today’s results. Let’s take a stroll along the customer journey of the future.

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Topics: field service engineer, field services, trusted advisor, Art and Science of the Customer Journey

5 Phases of Customer Experience Strategy Maturity

Posted by Judith Platz on 10/12/17 5:00 AM

Today’s customers have large expectations, which have actually changed significantly in the past few years. These new expectations are also forcing support organizations to rapidly adjust and transform how they deliver value to their customers.   

Support organizations need to move away from the largely reactive mode of operation and become much more proactive and predictive. More than that, support needs to become real-time. They must be available at any moment, with customers having access to experts any time they may need. Everything in a modern support organization needs be interconnected, “always-on” support. It’s no wonder that today, so many are wrestling with developing timelines and strategies for the journey to create the new digital support experience that is being demanded. 

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Topics: customer experience, support services, Art and Science of the Customer Journey, customer experience strategy

Managed Services and the Customer Journey

Posted by Jeff Connolly on 10/5/17 5:00 AM

At their core, all managed services have at least two things in common: first, they are subscription-based services rather than transactional services. Second, they focus on providing a business outcome to customers through the management of technology. This is often with measurable service-level objectives, rather than providing customers with a discrete product or service that would then become the customer’s responsibility to use to reach their outcome.

This is both true of standalone managed services (which can be sold after, or in conjunction with, a product sale) and subscription-based managed XaaS (in which product is included/embedded within the managed services contract, whether that’s an embedded product sale or a cloud-delivered model).

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Topics: managed services, Art and Science of the Customer Journey

Connecting Customer Value with Recurring Revenues: Two Sides of the Same Coin

Posted by Jodie Paxton on 9/27/17 5:00 AM

Have you heard the expression “two sides of the same coin”? It means that there are different ways of looking at or dealing with the same situation. In TSIA’s Service Revenue Generation line of research, we dig deep into the health of recurring service revenue, both from the perspective of the internal operational journey and from the external customer journey. Each point of view offers gateways and insights into how customers connect value to the service offerings that are developed, marketed, sold, and renewed. But as models shift from on-premise to XaaS, or from hardware only to hardware and software, these gateways have become more complex.

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Topics: service revenue generation, recurring revenues, Art and Science of the Customer Journey

3 Ways Education Services Can Advance the Customer Journey

Posted by Maria Manning-Chapman on 9/22/17 5:00 AM

Journeys come in all shapes and sizes. Some are short and easy, like a quick weekend getaway, while others are long and arduous, like a multi-week trip to parts unknown. The longer and more complex the journey, the more a plan or a roadmap, literally and figuratively, is needed to ensure success. Any journey starts with some basic questions: Where do I want to go? How am I going to get there? What do I want to see and do? What do I need to bring? A customer journey is no different than any other type of journey—it starts with some basic questions and is supported by a well-thought-out plan.

So, what does education services (ES) have to do with the customer journey? Everything. Think of ES as the tour guide, that person at the front of the pack describing what you’re seeing, answering all your questions, and shepherding you to the next destination. Just as a tour guide has a map, education organizations do too—a curriculum roadmap, which serves to guide customers through every stage of their product usage journey. Here are three stops along the customer journey where education services can play a critical role.

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Topics: education services, customer adoption, customer engagement, channel partners, Art and Science of the Customer Journey

How Embedded Product Support Can Boost Customer Adoption

Posted by John Ragsdale on 9/19/17 5:00 AM

For our fall Technology Services World conference, we used the crowdsourcing approach to select a theme. We gathered input from members and asked our various advisory boards for feedback on the suggestions, arriving at what I think is truly a “big tent” topic: The Art and Science of the Customer Journey. Regardless of where you fit in the customer lifecycle—sales, implementation, post-sales support, field service, customer success, expand selling, etc.—improving and accelerating the customer journey is a critical component of your job. 

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Topics: customer support, self-service support, digital support, self-service, Art and Science of the Customer Journey

How Customer Journey Mapping Improves the Customer Experience

Posted by Phil Nanus on 9/15/17 5:00 AM

We’re excited about our upcoming Technology Services World conference this fall in Las Vegas. This year’s theme is the Art and Science of the Customer Journey, and within my area of research, customer success, many attendees will realize this theme is definitely in our wheelhouse.

As part of the customer journey, we usually see two bigger phases of customer success maturity. The first is when we observe a group of professionals working across a company on projects and initiatives that improve the customer’s experience, which we refer to as the “thematic” view of customer success. The second is an organization that has one or more of three common charters of customer success: adoption, retention, and expansion. Regardless of maturity of your customer success and customer experience initiatives, being able to improve your customer’s experience should be a top priority for these teams.

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Topics: customer success, Customer Success Maturity Model, Art and Science of the Customer Journey

Where Professional Services Fit Into the Customer Journey

Posted by Bo Di Muccio on 9/12/17 5:00 AM

How far the industry has come in the last 5-10 years! At the beginning of this transformation nearly a decade ago, virtually all technology professional services organizations were perfectly content to play a “Level 2” role. That is, they had capabilities and offers that were almost exclusively focused on getting customers up and running on the core technology product. 

Of course, that’s still an important function of professional services (PS) for any tech company. But nowadays, we’re getting a lot more questions indicating that PS is rapidly being pulled and pushed into being more of a Level 3/Level 4 engine, that is to say, a capability that directly helps customer achieve business outcomes. 

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Topics: professional services, LAER, recurring revenues, Art and Science of the Customer Journey

Optimize and “Appify” Your Customer Journey Maps with Analytics

Posted by Jeremy DalleTezze on 9/8/17 5:00 AM

Customer journey maps are typically the result of a business planning exercise to better understand B2C customer experience sequences. With journey maps in hand, suppliers can then purposefully control and optimize the interactions to improve supplier outcomes in typically narrow circumstances.

However, the customer journey for a large technology buyer is complicated and dynamic. In this post, I’m going to explain that journey and how you can deliver a dynamic and more customized approach to customer journey mapping, an approach I like to refer to as “appifying,” with the help of analytics.

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Topics: data analytics, customer experience journey mapping, LAER, Art and Science of the Customer Journey, customer journey mapping

The Customer Journey in Industrial Equipment

Posted by Harald Kopp on 7/28/17 5:00 AM

Smart, connected products and smart services have had a major impact on the world, not only in the way businesses are run, but also to the customer journey over the whole customer lifecycle. As part of TSIA's research initiatives, we track the latest industry trends affecting the industrial equipment (IE) sector, which includes automation technology, instruments and components, and solution providers leveraging industrial equipment. In this post, I’m going to be sharing how these changes to the customer journey, brought about by the increasing adoption of smart technological capabilities, are playing a part in the industrial equipment sector.

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Topics: industrial equipment, internet of things (IoT), smart, connected products, smart services, Art and Science of the Customer Journey

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