How to (Actually) Automate Services Proposals and SOWs

Posted by James Cramer on 4/26/18 5:00 AM

According to TSIA's PS Benchmark Study from Q2 2018, it takes about 38 days for a technology services proposal to get to a customer. What if it only took a few days or a few hours? First, it would make customers and Sales teams a lot happier! Next, it would drive revenue due to significantly increased sales capacity. Finally, it would reduce the cost of sales operations. So, unless multi-week proposals is the best we can do as an industry, there is a major opportunity here. In this post, I will explain how (and how not) to automate sales proposals.

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Topics: automation, professional services

What I Heard at TSW San Diego 2017

Posted by John Ragsdale on 5/16/17 5:00 AM

I'm now fully recovered from the recent Technology Services World, my 23rd TSIA conference over the last 11 years. It was a very busy 3 days for me, with a keynote, 6 presentations, 15 1:1 meetings, and countless conversations in hallways and in the TSW | EXPO. Now that I've had some time to process all that I heard, I wanted to write up some of the principle themes and/or trends that popped up again and again.

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Topics: customer success, automation, professional services, Technology Services World Conference, machine learning

The Future of Services Sales

Posted by Technology Services Industry Association on 12/9/13 8:01 AM

“So, where do we go from here, as the demand for new consumption models continues to rise? The creation of new operating models is an obvious answer. But there’s more that needs to be done.”

Nick Earle, senior vice president of Worldwide Services Field Operations for Cisco Systems, delivered a dynamic and thought-provoking keynote address at TSW Service Transformations conference held this past October, titled “The Future of Services Sales.” Read on for highlights from his discussion, where he presented Cisco’s real-world journey into the future of services sales.

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Topics: B4B, automation, sales, operating models, consumption models, customer outcomes

Attain Real Visibility to Drive Predictable Performance

Posted by Steven Sexton and Robert Armour on 4/22/13 3:41 PM

Business leaders are under extreme pressure to increase their contribution to overall business profitability revenue growth and customer success. Unfortunately, they struggle to deliver greater financial return without the visibility to understand current and future performance, pinpoint opportunities for improvement, and stop repeating mistakes. The result is services leadership trying to bail a boat with a leaking bucket and rough seas still to navigate. 

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Topics: performance management, automation, value proposition, professional services, project performance, professional services automation (PSA)

State of Services Technology: 2013

Posted by John Ragsdale on 4/18/13 4:00 PM

TSIA members had record planned spending in 2012–-2013, making long overdue updates to aging CRM and knowledge infrastructure, while investing in tools to increase transparency and enable real-time and proactive reporting. Planned spending across the 24 categories of tools and services covered by the TSIA Heatmap is very high. Here's how service organizations looked to technology for automation and streamlining in 2013.

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Topics: education services, social media, knowledge management, mobility, automation, managed services, support services, service revenue generation, professional services, customer relationship management (CRM), data analytics, proactive support, field services, professional services automation (PSA), collaboration


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