Welcome New TSIA Members! January Edition

Posted by Andrew Cromey on 1/16/18 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 renewed or 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: education services, industrial equipment, internet of things (IoT), SaaS (software-as-a-service), New TSIA Members, software, healthcare technology

What Is Education Services?

Posted by Maria Manning-Chapman on 12/14/17 5:00 AM

What is education services? It sounds like a trick question, but is it? The role and nature of education services (ES) organizations has been morphing over the past few years. However, one consistent element is that education services, or whatever name your company gives to a similar organization, is responsible for customer-facing training. Additionally, 82% of ES functions train channel partners and 75% provide technical training for internal employees, most commonly Sales, Pre-Sales, and Professional Services personnel.

While this describes the common audiences that ES organizations serve, it doesn’t answer the question, which really boils down to the charter of education services. Is it adoption? Is it enablement? Is it revenue? Is it customer success? While there are many things an ES organization can be, I’d venture to say that it is in fact all of these things, which is probably why many education organizations are going through an identity crisis.
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Topics: education services, recurring revenues, Customer Success Maturity Model

Designing A Free-to-Fee Offer Strategy for Education Services

Posted by Maria Manning-Chapman on 11/7/17 5:00 AM

Getting your foot in the door of a prospective education services (ES) customer is often as simple as offering a free sample of the value you can bring to their organization. But, free offers shouldn’t just be given away without a strategy. While a free strategy is most commonly employed with new customers, free offers can be sprinkled throughout the customer lifecycle. In this post, I’m going to share some best practices to keep in mind when developing your free-to-fee strategy. 

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Topics: education services, training, expand selling, free offers

3 Ways Education Services Can Advance the Customer Journey

Posted by Maria Manning-Chapman on 9/22/17 5:00 AM

Journeys come in all shapes and sizes. Some are short and easy, like a quick weekend getaway, while others are long and arduous, like a multi-week trip to parts unknown. The longer and more complex the journey, the more a plan or a roadmap, literally and figuratively, is needed to ensure success. Any journey starts with some basic questions: Where do I want to go? How am I going to get there? What do I want to see and do? What do I need to bring? A customer journey is no different than any other type of journey—it starts with some basic questions and is supported by a well-thought-out plan.

So, what does education services (ES) have to do with the customer journey? Everything. Think of ES as the tour guide, that person at the front of the pack describing what you’re seeing, answering all your questions, and shepherding you to the next destination. Just as a tour guide has a map, education organizations do too—a curriculum roadmap, which serves to guide customers through every stage of their product usage journey. Here are three stops along the customer journey where education services can play a critical role.

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Topics: education services, customer adoption, customer engagement, channel partners, Art and Science of the Customer Journey

Customer Adoption Crash Course for Education Services

Posted by Maria Manning-Chapman on 8/29/17 5:00 AM

As a technology supplier, your recurring revenue stream depends on whether your customers can successfully adopt your offers and realize the full value of their investment. At TSIA, we’ve written a lot about customer adoption, and I personally have authored several posts that illustrate the role education services can play in facilitating it. In this post, I want to share with you a collection some of my favorite posts that tell the broad story of adoption and where education services can fit into your strategy.
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Topics: education services, customer adoption

Catch Up on Top Technology Spending Trends for 2017 [SlideShare]

Posted by Nicole Dornsife on 7/11/17 5:00 AM

TSIA’s annual Technology Spending reports closely examine technology and services trends that are making the biggest impact on businesses across the industry. View this SlideShare to get 3 highlights from all 8 of these reports, which cover our research areas of Customer Success, Education Services, Expand Selling, Field Services, Managed Services, Professional Services, Service Revenue Generation, and Support Services.

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Topics: customer success, education services, managed services, support services, service revenue generation, professional services, field services, expand selling, slideshare, TSIA Research

TSIA Service Trends Webinar Roundup: Summer Edition

Posted by Nicole Dornsife on 7/6/17 5:00 AM

At TSIA, we are dedicated to helping technology services organizations of all sizes stay on top of the latest best practices for growing and advancing their business. Our 30-minute TSIA public webinars are a great way to hear directly from our research team about how emerging industry trends are affecting their respective service discipline, and what you can do to stay current. Here's a recap of this summer’s webinars in case you missed them!  

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Topics: customer success, education services, managed services, support services, professional services, field services, expand selling, webinars

3 Service Lines That Can Benefit from Partnering with Education Services

Posted by Maria Manning-Chapman on 4/27/17 5:00 AM

Convergence, what does it mean? In the literal sense, convergence is when two, or more, things come together and unite in a common interest or focus. Why are service lines and other internal organizations considering convergence, and why now? The short answer is: recurring revenue models (think subscriptions). Recurring revenue models require companies to think differently than they have in the past, with particular focus on driving product adoption, subscription renewal rates, and expansion of the company footprint in each account.

This shift of focus requires organizations that have functioned independently in the past to come together to ensure the success of the customer. A step in the convergence direction begins with partnership, and there are three organizations with whom education services should consider partnering: customer success, professional services and support services. 

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Topics: customer success, education services, support services, professional services, training, LaaS (learning-as-a-service), TSIA Organizational Convergence Series, convergence

Top Technology Industry Trends to Watch in 2017 [SlideShare]

Posted by Nicole Dornsife on 3/28/17 5:00 AM

At TSIA, we are dedicated to helping technology and services organizations of all sizes stay on top of the latest best practices for growing and advancing their businesses. Each year, our research team publishes their "State of" reports on developing trends affecting their respective areas of research to serve as a guide for achieving success in the coming year and beyond. View this SlideShare to get 3 highlights from 8 "State of" reports covering all areas of tech so you can stay on top of industry forecasts you might have missed.

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Topics: customer success, education services, managed services, support services, service revenue generation, professional services, field services, expand selling, slideshare

Grow Education Services Revenues with Subscription Offers [Infographic]

Posted by Maria Manning-Chapman on 1/31/17 5:00 AM

For education services organizations, finding ways to grow revenue is always at top of mind. With more customers showing a preference to consume learning materials in a “pay-as-you-go” learning-as-a-service (LaaS) model, education services organizations are tapping into this growing revenue stream by developing subscription-based offers. Check out this infographic to see why subscription offers are a great way to grow your education services revenue and discover the types of training and subscription models your business should consider when developing its own offer.

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Topics: education services, subscription-based offers, infographic, LaaS (learning-as-a-service)

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