The Internal Tug-of-War for Service Dollars

Posted by Julia Stegman on 5/25/17 5:00 AM

The technology industry has been creating service offers for decades. These service offers have helped customers stand up technology and make it available for use. At TSIA, we call this the "technology availability" value proposition.

However, customers want more. They don’t just want the technology to be available, they want technology providers to accelerate their ability to unlock value. In particular, customers want us to help them achieve their desired business outcomes around:

  • revenue growth
  • cost optimization
  • regulatory compliance/risk management
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Topics: service revenue generation, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

3 Service Lines That Can Benefit from Partnering with Education Services

Posted by Maria Manning-Chapman on 4/27/17 5:00 AM

Convergence, what does it mean? In the literal sense, convergence is when two, or more, things come together and unite in a common interest or focus. Why are service lines and other internal organizations considering convergence, and why now? The short answer is: recurring revenue models (think subscriptions). Recurring revenue models require companies to think differently than they have in the past, with particular focus on driving product adoption, subscription renewal rates, and expansion of the company footprint in each account.

This shift of focus requires organizations that have functioned independently in the past to come together to ensure the success of the customer. A step in the convergence direction begins with partnership, and there are three organizations with whom education services should consider partnering: customer success, professional services and support services. 

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Topics: customer success, education services, support services, professional services, training, LaaS (learning-as-a-service), TSIA Organizational Convergence Series, convergence

The Data Handshake: Tearing Down Data Silos with Trust

Posted by Jeremy DalleTezze on 3/23/17 5:00 AM

When J.B. Wood and Thomas Lah first introduced the concept of the “data handshake” in their book, B4B, it mainly focused on how it occurs between the technology supplier and customer. The basic premise of the data handshake is that in order for your company to provide data-driven, value-add services to your customers, you need their data. They give you some of their data, and in return, you give them enriched data insights. Depending on the vertical and geographical region, the handshake might be chock full of rich user-level information, or it might be mitigated to metadata and aggregated information. Either way, the supplier had to provide a compelling value proposition to gain the trust of its customers, and then deliver. 

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Topics: B4B, data analytics, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence, data handshake

Knowledge Management Convergence: Overcoming Barriers to Knowledge Sharing

Posted by John Ragsdale on 2/28/17 5:00 AM

Knowledge management used to be a topic just for customer support. Specifically, it was about how to capture resolution information for every problem solved, so that the next time it occurred, no one had to waste time researching the problem and resolution all over again. Today, there are several drivers that are forcing companies to realize that knowledge management isn't just for support, but is a company-wide initiative with enough ROI for everybody, from support, to professional services, managed services, development, product management, and more.

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Topics: knowledge management, TSIA Organizational Convergence Series, convergence, organizational convergence

Services Convergence and PS: What's to Become of the "O" in PSO?

Posted by Bo Di Muccio on 1/25/17 5:00 AM

You could say that TSIA put the "O" in PSO (Professional Services Organization), because for 10 years we've been benchmarking, dissecting, building frameworks, and otherwise analyzing how tech companies organize their professional services (PS) capabilities. Most of those 10 years have been about the story of the increasing organizational maturation and sophistication of PS, that is to say, we have watched PS "grow up." We have seen it morph from a loosely conceived, poorly funded collection of smart people inventing, reinventing, and delivering technology services to customers, into something that, in the vast majority of cases, has all of the artifices and trappings of fully formed organizational entity. But, what does this mean, exactly?

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Topics: professional services, professional services organization (PSO), TSIA Organizational Convergence Series, convergence, organizational convergence

The Year of Convergence

Posted by Thomas Lah on 1/12/17 5:00 AM

Our industry has been debating the pros and cons of converging service organizations for years. And for good reasonthere are so many obvious and truly meaningful benefits that can be realized by breaking down the silos:

  • A more streamlined service offer portfolio
  • Improved resource utilization
  • Elimination of redundancies in skills and capabilities
  • Improved economics achieved through cost optimization

Yet to date, there has been little more than lip service paid to the idea of collapsing and blending service organizations and capabilities. Understandably so, as there are careers and jobs at stake, not to mention just how daunting a task it is to dismantle and reassemble longstanding and highly stable structures and processes.

But in spite of the inherent forces of resistance, we at TSIA believe that 2017 is the year where we will see widespread and meaningful progress made on services convergence. Here's why.

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Topics: organizational change, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

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