You’re Invited to Participate in TSIA’s 12th Annual Global Technology Survey!

Posted by John Ragsdale on 2/6/17 5:00 AM

Has it really been 12 years? When I launched the very first Global Technology Survey in 2006, the focus was just on tools for technical support and field service, with a total of 21 categories of technology. Over the years as TSIA has expanded and introduced new focus areas, the survey has expanded too, covering technology specific to education services, managed services, professional services, service revenue generation, and most recently, customer success and expand selling.

The 2017 Global Technology Survey covers a total of 42 categories. But don't worry—you won't be asked to answer all 42. Once you tell us which service discipline you belong to, we'll only prompt you to answer questions about technology relevant to your department. There is a good mix of standard tools which are highly adopted (CRM, customer portals, employee collaboration) as well as more nascent areas with limited adoption by pacesetters (upsell/cross-sell, consumption monitoring, Internet of Things). 

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Topics: customer relationship management (CRM), consumption analytics, internet of things (IoT), collaboration, customer portal, EMEA, cross-sell, upsell, service technology

You’re Invited to Take Part in TSIA Knowledge Management Research!

Posted by John Ragsdale on 8/2/16 6:30 AM

TSIA surveys allow us to get a detailed look at what's really happening in the industry so we can provide technology and services organizations with fact-based recommendations for improving their operation and achieving their goals. To help us gather the latest best practices and trends relating to knowledge management, content management, and enterprise collaboration technology, I'd like to invite you to participate in the TSIA 2016 Knowledge Management Survey and play an important role in our research initiatives in this area.

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Topics: knowledge management, TSIA Survey, collaboration, self-service support, TSIA Research, content management

Lead Generation Tactics for Expand Selling

Posted by Mark Middlekamp on 9/17/15 6:30 AM

To have successful expansion revenue generation with your existing customer base, otherwise known as expand selling, your sales, services, customer success, and marketing teams must work together in new ways to continue accelerating revenue growth at scale. Although lead generation programs are already quite common in technology companies, many of them only focus on generating new leads, rather than leads you can gain from existing customers. To take advantage of this untapped opportunity, it’s important to know the difference between lead generation for “land” and “expand” selling, as well as how you can optimize this key element to accelerate revenue growth.

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Topics: sales, expand selling, marketing, collaboration, lead generation

[Video] Learn How to Grow Customers at the 2015 Sales and Marketing Summit

Posted by Technology Services Industry Association on 8/13/15 6:30 AM

Want to learn how to grow your customers and accelerate revenue growth from a sales and marketing approach? Come hear TSIA’s senior vice president of membership development, René Grossrieder, present best practices for growing customers at scale at this year’s Dynamic Disruption Sales and Marketing Summit on October 9 in TSIA’s hometown of San Diego. (Tweet this!)
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Topics: sales, video, software-as-a-service (SaaS), summit, marketing, collaboration

Expand Selling Depends on Collaboration Between Sales and Services

Posted by Mark Middlekamp on 6/16/15 6:30 AM

Successful expand selling depends on sales, services, and customer success functions working together to cost-effectively accelerate revenue growth with existing customers. (Tweet this!) Marketing, services product management, and account management all have important roles to play as well. Fortunately, expand selling is not a “zero sum” game, where one function has to lose in order for another to win, but an investment and optimization opportunity that can benefit your organization as a whole. Here are some of the ways that collaboration between different organizational functions can affect your company’s expand selling potential.

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Topics: revenue growth, sales, expand selling, LAER, organizational capabilities, collaboration

2014 TechFUTURES: What will service operations look like in 2019?

Posted by Technology Services Industry Association on 5/6/14 2:34 PM

TSIA's John Ragsdale, vice president of technology and social research, wrote a great blog entry on the opening event at TSW Best Practices: TechFUTURES. Discover what’s in store for the future of tech!


TSIA Vice President of Technology and Social Research, John Ragsdale, Addresses TSW Crowd

 

Here’s an excerpt from John's blog, Eye on Service:

I had the pleasure of opening Technology Services World with our TechFUTURES event, kicking off at 11am. TechFUTURES takes us forward in time five years, to the year 2019, for a look at the state of the industry with special focus on the impact of services technology. TSIA TechFUTURES focuses on three topics identified as primary change agents within the industry.

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Topics: data analytics, service delivery channels, collaboration, Technology Services World Conference

TSIA’s 9th Annual Technology Survey Is Now Open!

Posted by John Ragsdale on 3/6/14 12:54 PM

Take part in TSIA annual survey that addresses adoption, satisfaction, and planned spending for commonly used technologies including CRM, knowledge management, enterprise search, web collaboration, online communities, social media monitoring, analytic platforms, and learning management. Open to all; the benefits are many!  

 

TSIA's 9th annual Tehnology Survey is now open! This survey covers 24 categories of tools and services used by customer support, professional services, education services, managed services and field service. The survey is open to everyone (not just TSIA members), and if you complete the survey, you will receive a copy of the resulting research report, “The 2014 TSIA Heatmap,” which discusses adoption levels of each category and top technology trends related to service organizations.

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Topics: adoption services, social media, knowledge management, customer relationship management (CRM), data analytics, TSIA Survey, online communities, collaboration

The Need for Speed: What Faster Service Means for Customer Experience

Posted by Carol Blanchar on 4/30/13 1:12 PM

Products and solutions are changing at an increasing rate in the technology industry. These changes often require professional and technical service teams to implement a comprehensive transition throughout the business, across channels and through delivery and support, in order to ultimately safeguard the end customer or user experience. 

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Topics: customer experience, support services, value-added services, customer support, service delivery channels, project management, collaboration

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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