The Recurring Revenue Journey: Customer Use Cases

Posted by J.B. Wood on 6/15/17 5:00 AM

Every once in a while, a perfect storm hits a market. Usually it’s when a new trend or concept appeals simultaneously to both customers and suppliers. When that serendipity strikes, even long-standing models are forever transformed. That is what’s going on today in tech sectors, from IT, to industrial equipment, to transportation, to healthcare. Subscription-based offers are eating their old transaction-based siblings at a breathtaking rate.

In my infographic, “Navigating the World of Recurring Revenues,” I outlined 6 key steps to thriving in this changing market. Today, I’m going to talk about the most fundamental underpinning of the new subscription economy and the first step on this journey, “Customer Use Cases,” or in other words, why customers love it!

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Topics: customer success, x-as-a-service (XaaS), customer outcomes, customer churn, software-as-a-service (SaaS), outcomes, The Recurring Revenue Journey, technology-as-a-service, subscriptions

How to Increase Sales by Helping Customers

Posted by Steve Frost on 11/3/16 5:00 AM

As the legend goes, early in Google's storied history, the founding team was in a meeting with some of their early investors who asked them how they were planning to make money. The answer seems obvious now, but at the time, it was quite revolutionary. When people search for something, Google could show them ads based on what they were searching for, exactly at the moment they were thinking about it. It was a conversation and a concept that has revolutionized entire industries.

I was privileged to be one of Google's first 700 employees, and heard this story first-hand from the founders. They were committed to the idea that a company could make money without being "evil" about it, and that advertising could indeed be helpful if presented in the right way and at the right time. The AdWords program, and its underlying algorithms, were optimized over time so that the most useful advertisements were promoted to the top of the page. Google prioritized helpfulness over short-term gain, building a fiercely loyal audience, along with the world's most valuable brand, and made billions of dollars along the way. 

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Topics: sales, customer outcomes, field services, expand selling

5 Questions to Ask When Launching a Customer Success Program in an Established Enterprise

Posted by Nick Mehta on 9/28/16 5:00 AM

Starting about a decade ago, pure-play SaaS companies like, Workday, and Box pioneered the concept of Customer Success Management (CSM). It was an organic solution to an inherent problem: since a large part of their revenue was up for renewal each year – and since customers typically had low friction to move – these vendors created CSM teams out of necessity with the objectives of driving Adoption, Expansion, and Renewal.

As mature enterprise companies move more of their products to subscription-based pricing (even if on-premise) and cloud-based delivery (in some cases), they are starting to launch CSM efforts out of the same need. Companies like Cisco, Adobe, and Red Hat have proven the impact of CSM at scale in large enterprise organizations. It's a no-brainer that Customer Success should be an important part of any company's transition to a subscription business model. Spinning up and scaling your CSM organization, however, isn't so straightforward; it requires unique and careful planning. 

Here are five questions to ask yourself on the front end of your transition:

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Topics: customer success, customer outcomes, customer health score, customer success manager

[Infographic] What to Expect at the Leading Tech Services Conference

Posted by Technology Services Industry Association on 9/1/16 6:30 AM

Technology Services World conferences are the best place to learn new business strategies from leading technology and services industry experts, network with peers, and explore the latest solutions that can help your business grow and thrive for years to come. At TSW Las Vegas 2016, you'll join over 1,600 other service leaders from all areas of tech to learn how to prepare your organization for the future of cloud-based service offers and business models with our theme, “Aligning for Growth and Outcomes.” In this infographic, you'll get a preview of the conference highlights and keynote speakers you can look forward to by joining us October 17-19 at the ARIA Resort & Casino in Las Vegas.

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Topics: x-as-a-service (XaaS), cloud, customer outcomes, infographic, Technology Services World Conference

5 Steps to Creating a Better Customer Experience

Posted by Dennis Gershowitz on 8/4/16 6:30 AM

There are many attributes to becoming a "best-in-class" organization that have always interested me, particularly the ability to focus on understanding what defines customer success. I am convinced that this can only come about when management understands exactly what their business is about and how they can properly deliver the outcomes their customers expect.
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Topics: customer success, customer experience, organizational culture, customer outcomes, TSIA Partners

3 Steps to Determining Your Customer Health Score

Posted by Phil Nanus on 6/30/16 6:30 AM

Customer health scores are a great way to get an indicator of potential customer churn. While every company calculates theirs differently, the important thing is to have a health score methodology that helps your company align your customer success processes with the outcomes you're trying to drive with your customer base. However, if you're not using a health score calculation method that uses predictive analytics, you're falling behind many customer success pacesetters. In this post, I'm going to walk you through a 3-step approach to calculating a customer health score that aligns with your customer success organization's charter using predictive analytics.

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Topics: customer success, customer outcomes, customer churn, LAER, customer health score

3 Levels of Customer Adoption Explained

Posted by Nicole Dornsife on 1/14/16 6:30 AM

As technology suppliers, once we’ve landed the customer, our next goal is to get them up and running on our platform and successfully using our solution. With today’s changing business models, they may not be buying an asset up front, but instead might only be paying a little through a subscription, or a “freemium” model where they haven’t paid anything at all yet and are still in the “try before you buy” phase of their purchasing journey. Still, our goal remains the same: we need to get them to adopt and to actually use the technology. Why? We want to get them to expand their spending with us and ultimately get them to renew their contracts.

At TSIA, we refer to this process as the LAER Model: Land, Adopt, Expand, Renew. So, how do we get those customers to that first critical milestone of adoption that unlocks expansion and renewal? To illustrate that, we need to first talk about three types of customers we all recognize, originally introduced by Thomas Lah, TSIA's executive director, in his keynote presentation, "The Who, What, Why and How of Driving Adoption and Outcomes". 

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Topics: adoption, customer outcomes, LAER

Preparing Your Support Organization to Deliver Customer Outcomes

Posted by Judith Platz on 12/22/15 6:30 AM

Providing customer outcomes should be a top priority for today’s support organizations. It’s no longer enough to keep a technical asset up and running, but there is now the added expectation to help customers solve their business challenges and deliver measurable ROI. To meet changing customer demands, it is our responsibility as support services organizations to make sure our personnel fully understand their new role in today’s world and equip them with the tools and training they’ll need to maintain and increase customer loyalty and revenue.

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Topics: support services, customer outcomes, 12 Days of Insights

Technology Services: What Lies Ahead in 2016

Posted by Thomas Lah on 12/17/15 6:30 AM

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

If there was any doubt that the technology industry is undergoing a major transformation, this year has produced even more compelling evidence that we are nearing the end of the first great era of tech. There are no tea leaves involved here; the story is playing out in the publicly reported financial data from traditional technology companies. Collectively, tech company revenues have declined steeply in 2015, with tens of billions of dollars coming off the table quarter after quarter.

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Topics: outcome-based services, customer success, customer retention, customer outcomes, customer churn, expand selling, 12 Days of Insights, outcome engineering

Last Day of TSW 2015 Service Transformations!

Posted by Technology Services Industry Association on 10/21/15 6:30 AM

Today is the last day of TSW 2015 Service Transformations, but there’s still more fun to be had and lessons to be learned about growing customers and facilitating outcomes. Be sure to take advantage of the remaining conference sessions by taking a look at today’s schedule. Here’s a quick look at what’s in store for the final day of the conference. 

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Topics: STAR Awards, customer outcomes, Technology Services World Conference


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