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.

Read More

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

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.

Read More

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

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. 

Read More

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

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.

Read More

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

Customer Success: 5 Frequently Asked Questions

Posted by Phil Nanus on 2/10/17 5:00 AM

With subscription-based XaaS business models on the rise, more technology companies are realizing just how important it is to maintain good relationships with their customers if they're to secure a solid recurring revenue stream. To do this, they are shifting their primary focus away from their products and onto the customer by helping them achieve their desired business outcomes with their products and services in an initiative known as " customer success." In this post, I'm going to go over some of the basics of this concept by answering some of the more common questions around customer success, as well as provide additional resources that you and your organization can use to see how customer success fits into your daily operation.
Read More

Topics: customer success, customer adoption, LAER, customer success manager

A Closer Look at On-Premise Customer Success Programs

Posted by Irit Eizips on 1/18/17 10:57 AM

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically. In many ways, Customer Success has become synonymous to SaaS. But what about on-premise clients? To try and assess the answer to this question, I interviewed Noy Bar, Americas Region Customer Success Manager at HP Enterprise and Anna Connell, Sr. Director of Global Subscription Sales at Proofpoint. In this blog, I share their observations on the differences between Customer Success programs for SaaS and those for on-premise, derived from their professional experience over the past few years.

Read More

Topics: customer success, XaaS (x-as-a-service), SaaS (software-as-a-service), customer success manager

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 Salesforce.com, 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:

Read More

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

3 Skills to Look for When Hiring a Customer Success Manager

Posted by Phil Nanus on 8/31/16 7:04 AM

When exploring Glassdoor, LinkedIn, Indeed or any broad collection of job boards, it is hard not to take notice of the increasing volume of Customer Success Manager (CSM) jobs that are available in the marketplace today. A recent Glassdoor job search for “Customer Success Manager” in the United States yielded close to 6,000 jobs. Additionally, one of my top inquiry requests from TSIA members has been focused on establishing Customer Success organizations and the capabilities and skills needed to staff them. To address this topic, I'd like to share with you three of the top skills you'll want to look for when hiring a Customer Success Manager for your organization.

Read More

Topics: customer success, customer success manager

Comments

Subscribe to the Blog

Recent Posts

Posts by Topic

see all

Follow TSIA