Why Forecasting Is More Important Than Ever

Posted by James Cramer on 10/10/17 5:00 AM

Forecasting in professional services has never matched the maturity of other industries. However, this is becoming a bigger problem as technology projects become shorter in duration and narrower in scope. Revenue backlog simply doesn’t stretch as far into the future as it once did. Faced with a less certain revenue and resource demand outlook, a “wait until you win, then react” operating style prevails. This puts pressure on margins, strains delivery teams, limits agility, and makes business models vulnerable to more progressive approaches. Yet, most of the industry is still forecasting in spreadsheets. It’s time for professional services to match other industries in forecasting innovation by deploying modern technology, more comprehensive methods, and real-time data.

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Topics: professional services, customer relationship management (CRM), professional services automation (PSA), TSIA Partners

Are 67% of Customer Success Organizations Wrong?

Posted by Phil Nanus and John Ragsdale on 8/24/17 5:00 AM

TSIA asks our membership about different metrics and practices through various inquiries, surveys, and benchmarks. One statistic that has surprised us is the number of Customer Success organizations that use a dedicated customer success platform. According to our data, we found that 67% of Customer Success organizations do not use a dedicated customer success platform. 

While the data is consistent, we continue to be amazed. Between the two of us, we have direct experience with customer success platforms, and remain connected with new technologies that continue to hit the marketplace. We have also observed how other Customer Success organizations benefit from this kind of technology with efficient results. But none of the oft-quoted benefits have carried over to moving the needle on whether Customer Success organizations will purchase dedicated tools or applications for their teams.

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Topics: customer success, technology services, customer relationship management (CRM), machine learning, healthcare technology, artificial intelligence (AI)

Welcome New TSIA Members! August Edition

Posted by Andrew Cromey on 8/22/17 5:00 AM

At TSIA, we are dedicated to helping services organizations both large and small grow and advance in the technology industry. We'd like to take the opportunity to welcome our newest members, as well as acknowledge companies already a part of the TSIA community who have recently expanded their membership to include additional research areas TSIA has to offer. Here's a little bit about each company, in their own words.

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Topics: cloud, professional services, customer relationship management (CRM), SaaS (software-as-a-service), New TSIA Members, cloud computing, IT, human resources

Welcome New TSIA Members! July Edition

Posted by Andrew Cromey on 7/31/17 5:00 AM

At TSIA, we are dedicated to helping services organizations both large and small grow and advance in the technology industry. We'd like to take the opportunity to welcome our newest members, as well as acknowledge companies already a part of the TSIA community who have recently expanded their membership to include additional research areas TSIA has to offer. Here's a little bit about each company, in their own words.

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Topics: cloud, professional services, customer relationship management (CRM), healthcare, SaaS (software-as-a-service), New TSIA Members, cloud computing, IT, healthcare technology

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

TSIA’s 11th Annual Global Technology Survey Is Now Open!

Posted by John Ragsdale on 3/10/16 6:30 AM

In 2006, when I first joined TSIA (then SSPA), I thought it would be a good idea to conduct a survey in order to find out which kinds of technology companies were using and how satisfied they were. We had a great response to the survey, and the data was hugely helpful in answering member inquiry questions. I’ve run the survey each year since, with a few tweaks to categories as new technologies became popular and others merged. I’m very happy to announce that the 2016 survey is now open, so please take a few minutes to complete this short, 10-minute survey and tell us a little bit about the technology you and your company are using. 

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Topics: support, knowledge management, customer relationship management (CRM), TSIA Survey, online communities, TSIA Research

What I Heard at the CRM Evolution Conference 2015

Posted by John Ragsdale on 8/27/15 6:30 AM

Last week I attended the CRM Evolution Conference in New York, which is always a good show to hear the latest trends in marketing, sales and service automation. I gave presentations on social support with B2B companies, and the impact of mobility on field service, as well as participating in a panel discussion on launching and managing successful communities. Here’s a recap of some of the most interesting conversations I had or session topics I sat in on.

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Topics: customer relationship management (CRM)

Technology and the Customer Experience

Posted by Jodi Beuder on 12/20/14 9:30 AM

12 Days of Insights 2014: Day 11

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

It is clear that customer service is no longer in the silo of the customer support department, housed principally in a contact center. Instead, customer service needs to be implemented across various touch points within a company, including the company’s web platform and on their social media channels. IT departments are adapting to cloud-based and mobile-based platforms to make all these touch points sync together. 

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Topics: customer experience, big data, cloud, social media, mobility, customer relationship management (CRM), customer support, customer service, 12 Days of Insights, TSIA Partners

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

Communications: The Overlooked Silver Bullet in Driving Customer Experience Management

Posted by Dennis Gershowitz on 7/30/13 7:43 AM

“You’re not differentiated if you’re just like everyone else, are you? Brand your competitive advantage, and drive revenue and profits, by communicating your customer satisfaction and loyalty to all stakeholders. A CEM communications program is your silver bullet."

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Topics: customer loyalty, customer satisfaction, customer experience management, customer relationship management (CRM), TSIA Partners

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