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

Top 3 Reasons Every CEO Needs Managed Services

Posted by George Humphrey on 1/25/18 8:30 AM

Across the industry, the majority of technology companies are seeing flat or declining services revenues, causing CEOs to worry. However, there's good news in that managed services revenues are on the rise. In fact, managed services (MS) is growing faster than any other service line, with the total of MS revenues jumping from 6% of all services revenue to 23% since 2013. This has led to a huge opportunity for CEOs of technology companies that don't currently have a managed services business to begin taking advantage of this fast-growing and highly profitable revenue stream. In this slide deck, you'll learn the top 3 reasons why technology companies looking to stay profitable in this changing industry need to invest in managed services.

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Topics: XaaS (x-as-a-service), managed services, managed XaaS

(Managed) Lip Service: How to Recognize It and What to Do About It

Posted by Jeff Connolly on 1/11/18 5:00 AM

Congratulations! You are a managed services (MS) contributor and leader in a hardware or software original equipment manufacturer (OEM). You’ve been struggling with your company’s love/hate/embrace/ignore approach towards MS in the past. You’ve had your share of successes and failures acting as a change agent for your business and sometimes wondered if you were alone, if it was worth it, and if the business was ever going to realize its full potential.

And now, your executive management made a big splash about a new or renewed focus on MS! Maybe it was a call-out highlighting your MS capabilities in a 10k or a quarterly report, or even a press release or internal announcement about the importance of your company’s MS practice or key MS customer wins. Or, just maybe, MS was identified as one of your company’s “strategic pillars” going forward, and all your dreams about one of the hottest growth areas in tech are about to come true!

But, how do you know if this is more of the fits and starts you’ve seen in the past or if it is really going to catch fire this time? How do you know if this is just (managed) lip service, and if it is, what are you going to do about it?

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Topics: managed services

Welcome New TSIA Members! December Edition

Posted by Andrew Cromey on 12/21/17 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, managed services, SaaS (software-as-a-service), New TSIA Members, cloud computing

Welcome New TSIA Members! November Edition

Posted by Andrew Cromey on 11/30/17 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, managed services, professional services, healthcare, professional services automation (PSA), SaaS (software-as-a-service), New TSIA Members, cloud computing, IT, healthcare technology, CRM

Welcome New TSIA Members! October Edition

Posted by Andrew Cromey on 10/31/17 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, managed services, professional services, healthcare, professional services automation (PSA), SaaS (software-as-a-service), New TSIA Members, cloud computing, IT, healthcare technology, CRM

Managed Services and the Customer Journey

Posted by Jeff Connolly on 10/5/17 5:00 AM

At their core, all managed services have at least two things in common: first, they are subscription-based services rather than transactional services. Second, they focus on providing a business outcome to customers through the management of technology. This is often with measurable service-level objectives, rather than providing customers with a discrete product or service that would then become the customer’s responsibility to use to reach their outcome.

This is both true of standalone managed services (which can be sold after, or in conjunction with, a product sale) and subscription-based managed XaaS (in which product is included/embedded within the managed services contract, whether that’s an embedded product sale or a cloud-delivered model).

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Topics: managed services, Art and Science of the Customer Journey

Managed Services is an Orchestra

Posted by Jeff Connolly on 10/3/17 5:00 AM

To introduce myself, my name is Jeff Connolly and I am the new senior director of managed services research for TSIA. I’ve worked in managed services for most of my career—in very large technology companies, as well as a very small one—always with a focus on building new technology services in a rapidly changing environment.

When I first started working in tech (telecom) in the late 90s, I caught the managed services fever on the growth potential in managed services. I saw all the Gartner and Forrester hockey stick charts on how huge the segment was going to be and how fast it was going to grow. “Hot crackers!” I thought. “I’ve landed in the sweet spot, fresh out of business school!”

While I didn’t know many things then, I have learned some important lessons along the way, not the least of which is to not drink the Kool-Aid on market growth forecasts. I’ve also learned some very important lessons about managed services specifically, and as my first blog post at TSIA, I thought I’d start with one of the broadest, most over-arching takeaways I’ve had, which is that managed services is an orchestra.

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Topics: managed services

[Infographic] Why Managed Services Organization Structure Matters

Posted by George Humphrey on 7/25/17 8:40 AM

Services now make up more than half of the total yearly revenue for technology companies, and managed services are a critical component of that growth trend. It’s time for CEOs to start leveraging managed services to quickly grow their top-line revenue, but many don’t yet know the best way to structure their managed services organization in a way that will yield the best performance. This infographic outlines the most effective ways to build out crucial functions in managed services through strong sales, delivery, and client management.

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Topics: managed services, organizational structure, infographic

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