Using Partners to Scale Your Customer Success Organization

Posted by Phil Nanus on 3/29/18 5:00 AM

I have recently travelled back from two conferences, including the CCO Summit, hosted by Gainsight, and the Customer Success Summit, hosted by Totango. One discussion thread at both conferences was the ability to scale Customer Success organizations effectively. It was awesome to hear Totango’s Guy Nirpaz introduce Spark, which is how Totango intends to provide their customers a fast path to scalable value. In Nick Mehta’s kickoff discussion at the CCO Summit, he spoke about how one of the important themes for customer success was to become more prescriptive to our customers. Whether it is use of technology or improved process, the theme of “scale” was very evident.

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Topics: customer success, customer outcomes, channel partners, Blending Service and Sales Motions

The Case for Customer Success in Managed Services

Posted by George Humphrey on 3/22/18 5:00 AM

One of the top business challenges facing our Managed Services members is about selling managed services. In fact, this is easily the SBC (Service Business Challenge) that I spend the most time on while performing on-site workshops with them. It seems that most of the focus of the managed service provider is on the Land motion within the TSIA LAER model.

While selling managed services is, without a doubt a significant objective, the need to continually support, nurture, and grow your customer is just as important. When looking at the TSIA LAER model in the context of managed services, the Adopt, Expand, and Renew area is often grossly neglected by business owners. If organized and staffed properly, focusing on the AER portion of LAER will turn your managed services business into the gift that keeps on giving.

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Topics: customer success, managed services, customer success manager, Blending Service and Sales Motions

3 Major Trends in Managed Services You Should Know About

Posted by George Humphrey on 2/22/18 5:00 AM

In TSIA’s ongoing mission to track the performance and evolution of managed services, one thing has become abundantly clear: managed services continues to be one of the fastest growing segments of the entire technology industry. More and more manufacturers are expanding their service offers to include managed services as they begin to understand it’s important connection to technology-as-a-service and the Cloud.

In fact, for many TSIA Managed Services members, managed services are a natural extension of their cloud solutions, and vice versa. Not only are manufacturers rapidly embracing managed services, most non-manufacturers are beginning to realize their process and practices are showing serious signs of aging and underinvestment. In this post, I’ll share 3 exciting trends across all managed service providers and what they might mean for your business.

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Topics: customer success, managed services, managed services providers

[Events] Learn from TSIA Experts at These Industry Summits and Conferences

Posted by Tom Anderson on 2/15/18 5:00 AM

Whenever a new trend emerges in the world of technology and services, TSIA is already active in developing new research, frameworks, and expertise around what that trend can mean for your business and the future of our industry. To share their latest insights on customer success, growing customers, improving the customer journey, and improving cross-functional communication within your organization, TSIA executives will be presenting at several upcoming conferences and speaking engagements, including: CCO Summit, Totango’s 2018 Customer Success Summit, Technology Services World San Diego 2018, and Gainsight Pulse 2018. 

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Topics: customer success, technology services, sales, summit, marketing, Technology Services World Conference, TSIA events

3 Ways to Get the Most from Your TSIA Membership

Posted by Jasmine Pilar on 1/18/18 8:46 AM

TSIA has the world’s largest vault of board-ready data insight in the technology and services industry. But, with the busy schedule of the average service executive, it’s up to our dedicated Member Success team to ensure that our members are absorbing the most relevant content they need to solve their top business challenges, from research reports, business frameworks, quick tools, and more. The relationship between TSIA and our members is founded on open communication and trust, and aims to deliver the results-driven, customized attention that is the core mission of our Member Success team. Here’s a glimpse into how that relationship works, from member onboarding, developing customized success plans, and engaging our large community of services professionals to ensure your tech organization gets the results you want, even faster.

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Topics: customer success, TSIA Research, member success, customer success manager

What B2B Can Learn from B2C Companies About Customer Satisfaction

Posted by Phil Nanus on 1/4/18 5:00 AM

For Services organizations, capturing crucial Voice of the Customer (VoC) data can be a challenge. They must strike the right balance between avoiding “survey fatigue” and not asking too much of their customers, while at the same time gathering the most detailed information that can be used to improve processes and the customer experience. While most customer-facing organizations tend to stick to their favorite tried-and-true customer satisfaction metrics, the secret to improving survey response rates might just lie outside of these common practices. Here’s a look at what the world of B2B (business-to-business) can learn about improving customer survey response rates from B2C (business-to-consumer) companies.

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Topics: customer success, B2B, customer satisfaction, customer health score, B2C

Using Customer Success to Renew More Contracts

Posted by Julia Stegman on 12/7/17 5:00 AM

TSIA believes customer success is a service capability with a sales result. We’ve already talked a lot about streamlining the adoption-focused capabilities of Customer Success, ensuring that you as a technology or equipment provider are engaging with your customers with prescriptive time, event, and value-based interactions along the journey. But now, I’d like to discuss the processes directly associated with sales results, specifically, the role that Customer Success can play with renewing subscription revenues. 

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Topics: customer success, service revenue generation, renewal, customer success manager, contract renewal

Top 5 Attended Sessions of TSW Las Vegas 2017: Day 2

Posted by John Ragsdale on 10/25/17 10:56 AM

It is the final day of Technology Services World at the beautiful ARIA in Las Vegas. I just received the session counts for 70+ breakout sessions yesterday, and am here to report the top attended sessions. As I always say, attendees vote with their feet, so if you want to know which issues are top of mind with service executives, the top attended list is a great source of insight. 

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Topics: customer success, professional services, data analytics, Technology Services World Conference, analytics

The Digital Transformation Journey: Growing Customers Successfully

Posted by J.B. Wood on 9/21/17 5:00 AM

Pivoting your company’s portfolio to subscription-based, recurring revenue offers, either in whole or in part, is a two-step intellectual journey for senior executives. The first step is deciding if customer demand is changing sufficiently enough to warrant making all the changes and facing all the challenges of effectively moving to XaaS offers. The previous five blogs have focused on that decision-making journey. Once you have made that decision, with all its myriad implications, you are ready for the second major step: What changes do I make in my go-to-market (GTM) model? That is the focus of our final blog in "The Digital Transformation Journey" series.

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Topics: customer success, XaaS (x-as-a-service), sales, LAER, customer success manager, recurring revenues, digital transformation, The Digital Transformation Journey

How Customer Journey Mapping Improves the Customer Experience

Posted by Phil Nanus on 9/15/17 5:00 AM

We’re excited about our upcoming Technology Services World conference this fall in Las Vegas. This year’s theme is the Art and Science of the Customer Journey, and within my area of research, customer success, many attendees will realize this theme is definitely in our wheelhouse.

As part of the customer journey, we usually see two bigger phases of customer success maturity. The first is when we observe a group of professionals working across a company on projects and initiatives that improve the customer’s experience, which we refer to as the “thematic” view of customer success. The second is an organization that has one or more of three common charters of customer success: adoption, retention, and expansion. Regardless of maturity of your customer success and customer experience initiatives, being able to improve your customer’s experience should be a top priority for these teams.

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Topics: customer success, Customer Success Maturity Model, Art and Science of the Customer Journey

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