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

The Secret Knowledge of Education Services

Posted by Jeremy DalleTezze on 12/18/15 6:30 AM

'Tis the season of giving, and today our gift to you is the tenth day of our annual 12 Days of Insights blog series. Enjoy!

At TSIA, we talk a great deal about data. We have frameworks, case studies, and lots of conversations with our members about how to leverage big data assets. During these conversations, I walk our members through a succession of questions, starting with their goals, current plans, and progressing through to their data assets and analytic capabilities. In many conversations, members inform me that they have limited, or no, access to rich customer data. In particular, they have no line of sight into how their customers are leveraging their products and/or services. 

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Topics: education services, data analytics, consumption analytics, learning management system, 12 Days of Insights

Surviving the IoT Revolution: A Tale of Two Companies

Posted by Vele Galovski and Harald Kopp on 6/23/15 6:30 AM

In A Tale of Two Cities, Charles Dickens wrote about life in London and Paris during the French Revolution. The story included this iconic opening line:

"It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, ..." A Tale of Two Cities, Charles Dickens

The same could be said today for industrial equipment companies trying to survive the “Internet of Things” revolution. While it is a time of opportunity for the industry, many companies will not make the transition to the new business models.

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Topics: outcome-based services, big data, data analytics, consumption analytics, industrial equipment, internet of things (IoT), remote services, Intro to IoT, smart services

Why Are You Measuring That? A Guide to Consumption Analytics

Posted by Jeremy DalleTezze on 3/17/15 9:22 AM

A common question I receive from TSIA member companies is, “What consumption metrics are people measuring?” While I could give generic examples, they likely won’t apply to every individual case. Here are a few ways the emerging new area of consumption analytics can help you identify the right metrics you should be tracking in order to receive the most valuable insights into your operation. 

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Topics: consumption analytics

Participate in the Adoption, Consumption and Outcome Metrics Survey!

Posted by Jeremy DalleTezze on 12/3/14 6:30 AM

TSIA's 1st Annual Adoption, Consumption, and Outcome Metrics Survey is now open! Big data and analytics have been leveraged by B2C companies for over a decade, and B2B companies are starting to catch up quickly – but how quickly? At TSIA, we have challenged our members to develop analytic capabilities, particularly consumption analytic capabilities to optimize services, create new offerings, and help their customers achieve specific outcomes. This survey will determine the current analytic capabilities of tech services, and the resulting benefits.

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Topics: metrics, consumption analytics, adoption

Products Are Out, Services Are In: The Future of XaaS

Posted by George Humphrey on 11/13/14 6:30 AM

There’s a “mega trend” occurring in the technology industry that’s accelerating at an impressive rate, and that’s increased demand for “service-based consumption models”, or XaaS. Customers are changing how they choose to procure technology, focusing primarily on individual services and outcomes rather than products. (Tweet this!) As a result, product-based companies are experiencing declining product revenues while their services revenues are on the rise. It’s becoming clear that embracing an XaaS model as part of your managed services business can help increase your company’s revenue potential.

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Topics: x-as-a-service (XaaS), managed services, consumption analytics, consumption models, software-as-a-service (SaaS), managed XaaS

Assumption Reality Check―Testing Those “Gut Feels” and Learning New Ones

Posted by Jeremy DalleTezze on 11/5/13 12:23 PM

“Regardless of the specific examples, industries, and service context, we now have the opportunity to test our business assumptions with data analytics. Your decisions can be data informed in a precise manner that will yield competitive advantages in an increasingly competitive market.”

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Topics: customer satisfaction, data analytics, renewal, consumption analytics

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