Increasing the Value of Education Services at Each Stage of the Sales Process

Posted by Maria Manning-Chapman on 4/24/18 5:00 AM

Companies are always interested in selling more, whether it’s selling more product, selling more subscriptions, selling more services, or ideally, selling more of everything. In the new world of x-as-a-service (XaaS), it really does become everyone’s job to sell. Given that Education Services organizations have regular contact with customers, they are in a prime position to uncover upsell and cross-sell opportunities. Instructors often hear things from students that indicate other needs that they or their company may have, and for which the instructor’s company offers a solution. This translates to a lead that can be forwarded to the Sales organization.

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Topics: education services, support services, professional services, sales, Blending Service and Sales Motions, customer training

How Field Service Engineers Can Be Your Customer’s Trusted Advisors

Posted by Vele Galovski on 4/17/18 5:00 AM

An adage in business is that “nothing happens until you sell something.” Nothing to install, nothing to service, nothing to renew. Great hardware and equipment manufacturers have been built on great engineers creating great products for great salespeople to sell, and the best of the best repeated this cycle as often as they could. Discussions between customer and supplier revolved around the initial sale, and “services” were comprised of customization and installation and/or support and maintenance contracts. Then, the engineers developed a product refresh and the cycle started all over again. However, as we’ve previously discussed in B4B, the conversations are changing.

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Topics: field service engineer, customer outcomes, field services, cross-sell, upsell, trusted advisor, field service, Blending Service and Sales Motions

Using Partners to Scale Your Customer Success Organization

Posted by Phil Nanus on 3/29/18 5:00 AM

I have recently travelled back from two conferences, including the CCO Summit, hosted by Gainsight, and the Customer Success Summit, hosted by Totango. One discussion thread at both conferences was the ability to scale Customer Success organizations effectively. It was awesome to hear Totango’s Guy Nirpaz introduce Spark, which is how Totango intends to provide their customers a fast path to scalable value. In Nick Mehta’s kickoff discussion at the CCO Summit, he spoke about how one of the important themes for customer success was to become more prescriptive to our customers. Whether it is use of technology or improved process, the theme of “scale” was very evident.

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Topics: customer success, customer outcomes, channel partners, Blending Service and Sales Motions

The Case for Customer Success in Managed Services

Posted by George Humphrey on 3/22/18 5:00 AM

One of the top business challenges facing our Managed Services members is about selling managed services. In fact, this is easily the SBC (Service Business Challenge) that I spend the most time on while performing on-site workshops with them. It seems that most of the focus of the managed service provider is on the Land motion within the TSIA LAER model.

While selling managed services is, without a doubt a significant objective, the need to continually support, nurture, and grow your customer is just as important. When looking at the TSIA LAER model in the context of managed services, the Adopt, Expand, and Renew area is often grossly neglected by business owners. If organized and staffed properly, focusing on the AER portion of LAER will turn your managed services business into the gift that keeps on giving.

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Topics: customer success, managed services, customer success manager, Blending Service and Sales Motions

Blending Service and Sales Motions in Industrial Equipment

Posted by Harald Kopp on 3/14/18 5:00 AM

Offering smart, connected products and monetizing IoT services requires a collaborative approach between Sales and Service teams across the board. The moats between Sales and Services need to be crossed, but to do this, organizations also need a blend of Marketing, Sales, and Service motions to maximize customer lifetime value.

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Topics: industrial equipment, internet of things (IoT), hardware manufacturers, equipment manufacturers, smart, connected products, smart services, Blending Service and Sales Motions

Professional Services and Sales Working Together to Deliver Customer Outcomes

Posted by Bo Di Muccio on 3/9/18 5:00 AM

The themes for our Technology Services World events are more than mere organizing principles for our conferences. They are expressions of the most pressing challenges that technology companies are facing. More than just helping structure the conference content, they are a direct reflection of what is trending in TSIA research, our extensive community of over 35,000 technology and services leaders, and the industry as a whole.

In other words, the TSW conference themes both drive and are driven by the broader concepts, content areas, and service business challenges that animate us and our member organizations. This has always been the case, and the theme for our upcoming TSW San Diego 2018 conference, “Blending Service and Sales Motions,” is no exception.

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Topics: services, professional services, sales, customer outcomes, professional services sales, Blending Service and Sales Motions

Renewal Specialist: Is It a Sales Role or a Service Role?

Posted by Julia Stegman on 3/1/18 5:00 AM

Renewal specialists are responsible for ensuring customers renew their relationship with a company. Historically, the renewal process began with the end in mind. It started from contract expiration, then backed up to define a customer contact cadence, allowing the customer enough time to renew prior to their contract expiration. However, there are new emerging practices. In this post, I’m going to be going over the responsibilities of the evolving role of renewal specialist and answer the question, “Is the renewal specialist a Sales role or Service role?”

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Topics: service revenue generation, renewal, contract renewal, Blending Service and Sales Motions

Why All Tech Executives Should Care About Blending Service and Sales Motions

Posted by J.B. Wood on 2/13/18 5:00 AM

At our upcoming Technology Services World conference this May, we’re going to be sharing a lot of insights following our theme, “Blending Service and Sales Motions.” Though our conference is called Technology Services World, the content we present relates to many roles within today’s technology companies. While Services, Sales, and Marketing leaders will absolutely benefit from this unique learning opportunity, I wanted to talk about 4 specific C-suite and executive titles that will benefit by attending and taking in all of the valuable lessons and insights from this event.

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Topics: services executives, sales, marketing, lead generation, Technology Services World Conference, sales costs, Blending Service and Sales Motions

The Data Analytics Take on “Helping Will Sell, Selling Won’t Help”

Posted by Jeremy DalleTezze on 2/9/18 5:00 AM

The message, “Helping will sell, selling won’t help,” is something that we repeat often here at TSIA, through our books, conferences, and research. That is because it is a concept that we truly believe in, because we’ve seen it in action time and again. If we apply this thought to data analytics, would it imply that data insights for the customer will sell, but data insights for the salesperson won’t help? I suppose it depends on the type of insights you’re able to gather.

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Topics: services, sales, data analytics, consumption analytics, marketing, predictive analytics, Blending Service and Sales Motions

Sales, Services, and a New Year’s Resolution That Sticks

Posted by Steve Frost on 1/2/18 5:00 AM

In my role as head of TSIA’s Expand Selling line of research, I’ve talked to dozens of companies who have tried to more tightly integrate their Services and Sales efforts. In some cases, they have attempted to utilize their Support or Customer Success teams to capture low-cost leads. In other cases, they’ve tried to involve their Professional Services or Managed Services delivery teams in the pre-sales process in order to more effectively sell services or increase margins. Most of the time, even with the best intentions and sometimes with substantial financial investments, these plans just don’t take root and flourish. They fizzle out after a few months.

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Topics: sales, expand selling, Blending Service and Sales Motions

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