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

What is Expand Selling?

Posted by Steve Frost on 4/12/18 5:00 AM

TSIA Expand Selling research provides clear guidance on how to utilize Services and Customer Success teams in the Sales process for cost-effective revenue growth from existing customers. The name “expand selling” is derived from the third stage in TSIA’s Land, Adopt, Expand, Renew (“LAER”) customer engagement model. It is rooted in TSIA’s belief that selling can be the natural, helpful outcome of a Services conversation, as long as it is taken within the mindset of helping the customer solve their problem, achieve their goals, and drive value from their technology investment.

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Topics: services, sales, expand selling, LAER, collaboration, cross-sell, upsell, trusted advisor, touchpoint calculus

What Sales and Services Can Learn from Your Local Mall Santa

Posted by Steve Frost on 12/12/17 5:00 AM

This past weekend, I found myself at the mall doing some unexpected Holiday shopping. It was relatively uncrowded, which serves as a testament to the impact that e-tailers have had on the retail landscape. But, while there wasn’t much of a line at Banana Republic or Wetzel’s Pretzels, there was still a 45-minute wait to talk to Santa. I’m sure some of those families were just looking for the photo op, but the majority of the people were there to give their kids access to the one person who just might bring them what they want, and from whom they don’t have to pretend that they want something practical.

Last December, I talked about the lessons your B2B tech company can learn from e-tailers on how to “grow the shopping cart,” so this year, let’s take a look at what your Sales and Services teams can learn from your local mall Santa.

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Topics: services, sales, data analytics, expand selling, cross-sell, upsell, relationship equity

How to Free Up Time for Your Sales Team to Be Heroic

Posted by Steve Frost on 11/9/17 5:00 AM

TSIA’s CEO, J.B. Wood, has often stated that “Growing Annual Recurring Revenue is a process, not a heroic act,” and we at TSIA believe this to our core. We have seen that the process, rather than any one individual or team, “owns” the customer. But when it comes to big deals, especially with new customers or new groups within your customers, your company’s top salespeople are still the only ones for the job. Only they can accomplish the tough tasks of gaining stakeholder alignment, negotiating price and contractual terms, and casting strategic visions. No one else at your company can do what your best salespeople can do. Unfortunately at most companies, that’s not what your salespeople are doing. 
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Topics: sales, expand selling, cross-sell, upsell

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

Using Predictive Analytics for Cross-Sell and Upsell: Lessons from E-Tailers

Posted by Steve Frost on 12/20/16 5:00 AM

The holidays are upon us once again, and along with them, the corresponding annual shopping season. For dads like me with school-aged children, this is also the time of year when I turn to my favorite e-tailers to fulfill our family's wish lists. It's a tough call as to whether I love my children or hate the mall with more fervor, so in our house, “Santazon.com" with “Reindeer Prime" delivery has saved Christmas like the repentant Grinch at the end of the book. I know that it's certainly made me a lot merrier.

As we proceed to checkout with our shopping carts, we notice the e-tailer's recommendation engine making "frequently bought with" suggestions at the bottom of our screens. If I'm buying my 11-year-old son a new PlayStation 4 (Shhh...it's a secret), I have no problem with the e-tailer making the suggestion that he also perhaps could use an extra controller or might enjoy a specific game to go with it. 

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Topics: B2B, sales, data analytics, expand selling, internet of things (IoT), analytics, cross-sell, upsell, recommendation engine, predictive analytics, machine learning

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