5 Capabilities Education Services Organizations Need to Develop

Posted by Maria Manning-Chapman on 11/19/15 6:30 AM

As the technology industry continues to shift its focus to customer outcomes, education services organizations need to transition from a delivery-intensive model to a content-intensive model. To support that strategy, education organizations will need to add some new capabilities to their repertoire.

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Topics: education services, adoption, organizational capabilities, content development

Organizational Structure and Capabilities Along the Remote Services Continuum

Posted by Vele Galovski and Harald Kopp on 9/1/15 7:04 AM

In our previous post, we stressed the importance of companies designing new service offers that are centered on driving business outcomes in order to avoid creating another complexity avalanche in the age of IoT. In this latest installment of our IoT blog series, we’ll be tackling the topics of organizational structure and smart service capabilities as industries move along the remote services continuum.

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Topics: industrial equipment, internet of things (IoT), organizational capabilities, Intro to IoT, smart services

Expand Selling Depends on Collaboration Between Sales and Services

Posted by Mark Middlekamp on 6/16/15 6:30 AM

Successful expand selling depends on sales, services, and customer success functions working together to cost-effectively accelerate revenue growth with existing customers. (Tweet this!) Marketing, services product management, and account management all have important roles to play as well. Fortunately, expand selling is not a “zero sum” game, where one function has to lose in order for another to win, but an investment and optimization opportunity that can benefit your organization as a whole. Here are some of the ways that collaboration between different organizational functions can affect your company’s expand selling potential.

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Topics: revenue growth, sales, expand selling, LAER, organizational capabilities, collaboration

3 Ways for Education Services to Get Ahead in 2015

Posted by Maria Manning-Chapman on 3/19/15 10:30 AM

One of TSIA’s primary goals is to help technology services organizations continue to effectively run their services businesses, while adapting to the changes that are necessary to survive and thrive in the future. This year, we’ve identified three key organizational capabilities education services should be leveraging to stay ahead of industry trends. (Tweet this!)

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Topics: education services, service capabilities, organizational capabilities

Key Capabilities of Customer Success: Webinar Recap

Posted by Thomas Lah on 12/13/14 9:06 AM

12 Days of Insights 2014: Day 4

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

With the ever-growing trend of businesses offering technology as a service, many existing customer support organizations are reinventing themselves as facilitators of “customer success.” These companies still offer support services to fix problems as they crop up, but their main priority has shifted to improving the value they bring to their customers and increase adoption and retention.

In our webinar, "The Key Capabilities of Customer Success", TSIA's VP of Customer Success and Support Services Research, Judith Platz and I explored the idea of customer success as a broad capability many businesses already possess, and how company charters can be reprioritized from the role of a support organization to one that promotes customer success.

Here’s a recap of the key points, in case you missed it.

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Topics: customer success, support services, customer service, 12 Days of Insights, power users, organizational capabilities


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