How Field Service Engineers Can Be Your Customer’s Trusted Advisors

Posted by Vele Galovski on 4/17/18 5:00 AM

An adage in business is that “nothing happens until you sell something.” Nothing to install, nothing to service, nothing to renew. Great hardware and equipment manufacturers have been built on great engineers creating great products for great salespeople to sell, and the best of the best repeated this cycle as often as they could. Discussions between customer and supplier revolved around the initial sale, and “services” were comprised of customization and installation and/or support and maintenance contracts. Then, the engineers developed a product refresh and the cycle started all over again. However, as we’ve previously discussed in B4B, the conversations are changing.

Read More

Topics: field service engineer, customer outcomes, field services, cross-sell, upsell, trusted advisor, field service, Blending Service and Sales Motions

The Impact of Smart, Connected Products on Business Models

Posted by Vele Galovski on 4/3/18 5:00 AM

As business models continue to shift from the traditional “make, sell, ship” mindset to ones that focus on delivering customer outcomes, the industrial equipment industry is finding it more difficult to grow profitably. In response, equipment manufacturers are beginning to employ the use of smart, connected products to collect data from equipment installed at a customer site to gain insight into unique customer needs. In this short paper, “The Impact of Smart, Connected Products on Business Models,” I discuss how these new technologies are turning traditional business models upside down, while also sharing the benefits and some cautions surrounding smart, connected products.

Read More

Topics: healthcare, field services, industrial equipment, internet of things (IoT), smart, connected products, smart services, healthcare technology

The Customer Journey Through the Eyes of a Field Services Organization

Posted by Vele Galovski on 10/19/17 5:00 AM

The operating models of equipment manufacturers are in the midst of a huge transformation. The industry is rapidly moving from a pure product focus to a customer outcome-based focus. With this change, every equipment manufacturer will be faced with the hard truth that their customers are also changing the way they purchase. New customer expectations, new models, and new capabilities will put tremendous pressure on today’s field services organization to adapt, be relevant, and continue to deliver a key revenue stream for their company.

This transformation will impact every aspect of a company, including traditional service lines of business like Support, Professional, Education, and Field Services. These service organizations will need new capabilities to be relevant in the future while they continue to deliver today’s results. Let’s take a stroll along the customer journey of the future.

Read More

Topics: field service engineer, field services, trusted advisor, Art and Science of the Customer Journey

[Book Review] Into the Diamond Mine, by Patrice Eberline

Posted by John Ragsdale on 9/28/17 5:00 AM

In 2015, Patrice Eberline, Vice President of Global Customer Transformation at ServiceMax, from GE Digital, published her first book Diamond in the Rough, Unleashing the Power Of Field Service Transformation, which gave an excellent overview of field service operations, including metrics, key trends and business challenges. Patrice’s second book, Into the Diamond Mine: A Field Service Transformation Handbook for Executives, has just been published, and I was lucky enough to get an advance copy.

I always think the sign of a great book is when you read it, you can hear the author’s voice, and that is absolutely the case with Into the Diamond Mine, filled not only with great insights, but also a healthy dose of humor and real-world examples to drive the points home. In this blog post I’d like to highlight some of my favorite parts of the book.

Read More

Topics: knowledge management, benchmarking, field services, webinars, book review

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.

Read More

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!  

Read More

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

How Field Services is Transitioning to the As-A-Service Model

Posted by Vele Galovski on 4/19/17 5:00 AM

At TSIA, we receive a steady stream of inquiries from our members, which give us insight into the most pressing business challenges technology companies are facing across the industry. We then translate these challenges into a list of capabilities organizations will need to embrace in order to succeed in the coming years. One of these key capabilities is something that has become so prevalent across the industry that we've dedicated an entire blog series to it: organizational alignment and convergence.

Read More

Topics: XaaS (x-as-a-service), field services, industrial equipment, TSIA Organizational Convergence Series, services convergence, organizational convergence

3 Ways Video Collaboration Empowers Your Service Operation

Posted by Marieke Wijtkamp on 4/12/17 5:00 AM

Empowering service operations with video comes in many different forms. To some, video enables online chat with customers, while to others, video brings remote experts into the field virtually to help troubleshoot assets. Regardless of the approach, video is quickly becoming an accepted and desired form of communication.

Read More

Topics: mobility, field services, video

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.

Read More

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

3 Key Mobility Practices for Field Service [Infographic]

Posted by Vele Galovski on 3/14/17 5:00 AM

Everyone wants to grow their services revenue, and for hardware manufacturers that have traditionally been product-focused, this might seem like a big challenge to overcome. However, hardware manufacturers that have made the transition to the service engine business model have been able to accomplish this goal with remarkable success. Their secret? Using mobility platforms to improve their operations, efficiently deploy their workforce, and help their customers get the most out of their products and services. In this infographic, you’ll see how much these service engine companies were able to grow their services revenue through mobility when compared to the hardware manufacturing industry as a whole.

Read More

Topics: mobility, field services, infographic, hardware manufacturers, services revenue generation

Comments

Subscribe to the Blog

Recent Posts

Posts by Topic

see all

Follow TSIA