The Internal Tug-of-War for Service Dollars

Posted by Julia Stegman on 5/25/17 5:00 AM

The technology industry has been creating service offers for decades. These service offers have helped customers stand up technology and make it available for use. At TSIA, we call this the "technology availability" value proposition.

However, customers want more. They don’t just want the technology to be available, they want technology providers to accelerate their ability to unlock value. In particular, customers want us to help them achieve their desired business outcomes around:

  • revenue growth
  • cost optimization
  • regulatory compliance/risk management
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Topics: service revenue generation, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

TSW San Diego: Day 1 Recap

Posted by John Ragsdale on 5/2/17 11:35 AM

The Hilton San Diego Bayfront is an amazing place for a conference. Overlooking the water, you can sit in meetings and breakout sessions and watch sailboats cruise by, or take your lunch out on a patio and enjoy the breeze. Unfortunately, I was a bit too busy yesterday—the first day of Technology Services World—to enjoy the breeze. Here’s a recap of what went down yesterday. 

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Topics: Technology Services World Conference, customer portal, services convergence, organizational convergence

TSW Keynote Preview: Organizing for Recurring Revenues [SlideShare]

Posted by Thomas Lah on 4/21/17 5:00 AM

Even though markets and the revenue streams are rapidly migrating toward XaaS, the financial and organizational models of many technology companies are still catching up. So where do these organizational models need to change in order to keep up with where the revenue is now going? I explore this topic and more in my upcoming Technology Services World keynote presentation, “Organizing for Recurring Revenues.” Take a look at this SlideShare for a preview of what I’ll be covering.

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Topics: keynote, organizational structure, slideshare, Technology Services World Conference, recurring revenues, organizational convergence

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.

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

The Importance of Organizational Convergence in a Recurring Revenue World [Infographic]

Posted by Thomas Lah on 4/6/17 5:00 AM

When we talk about “organizational convergence,” we’re referring to the blending of traditional service lines. Encouraging better collaboration between functions within your company can have many benefits, including increased recurring revenues, a more streamlined service offer portfolio, improved resource utilization, and more!

In this infographic, you’ll get a glimpse at three tactics for breaking down silos within your organization and achieving successful organizational convergence.

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Topics: infographic, Technology Services World Conference, services convergence, organizational convergence

Where is the Line Between Products and Services?

Posted by Judith Platz on 3/31/17 5:00 AM

The rate of change and disruption in technology has quickly caused a blurring of the line between products and services. Where does the product stop and the service of the product start? Customers honestly don’t care, they just want a better customer experience and a lower effort to achieving their goals with their purchase.

The long-standing silos between support organizations and other business units (consulting, engineering, field services, education services, sales, etc.) are one of the major inhibitors to support organizations being able to provide the type of experience their customers expect. Add to that the increased focus on support executives to lower cost and improve profits and you have a perfect storm. 

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Topics: support services, TSIA Organizational Convergence Series, services convergence, organizational convergence

The Data Handshake: Tearing Down Data Silos with Trust

Posted by Jeremy DalleTezze on 3/23/17 5:00 AM

When J.B. Wood and Thomas Lah first introduced the concept of the “data handshake” in their book, B4B, it mainly focused on how it occurs between the technology supplier and customer. The basic premise of the data handshake is that in order for your company to provide data-driven, value-add services to your customers, you need their data. They give you some of their data, and in return, you give them enriched data insights. Depending on the vertical and geographical region, the handshake might be chock full of rich user-level information, or it might be mitigated to metadata and aggregated information. Either way, the supplier had to provide a compelling value proposition to gain the trust of its customers, and then deliver. 

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Topics: B4B, data analytics, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence, data handshake

Grow Customers Through Marketing and Services Convergence

Posted by Steve Frost on 3/16/17 5:00 AM

In our multi-part blog series on organizational convergence, TSIA’s Phil Nanus and others have written extensively about the convergence of sales and services in an XaaS world. For a great primer on how these lines are blurring, be sure to read his blog post or Chapter 7 of the Technology-as-a-Service Playbook. A much less talked about topic, however, is the convergence of marketing and services, and their potential to work together to drive cost-effective leads and revenue from existing customers.
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Topics: sales, expand selling, marketing, TSIA Organizational Convergence Series, organizational convergence

3 Examples of Customer Success Convergence

Posted by Phil Nanus on 3/9/17 5:00 AM

Convergence, a term meaning "to come together," is a common theme that has impacted various service lines within the technology industry, and customer success is no exception. As more technology suppliers pivot towards new XaaS offerings, they are finding themselves in a constant cycle to deliver against the promise of their technology solution, which is how we define customer success. In their efforts to ensure that their customers achieve specific business outcomes, these organizations are seeing traditional services capabilities and organizational boundaries beginning to blur, or "converge." At TSIA, we've observed three areas within today's organizations that are seeing the most convergence with customer success: sales costs, service portfolios, and service organization structures.
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Topics: customer success, organizational structure, TSIA Organizational Convergence Series, services convergence, organizational convergence

Learn Online Customer Engagement Strategies from John Ragsdale at TSW

Posted by Nicole Dornsife on 3/2/17 5:00 AM

At our spring Technology Services World conference, we have a great lineup of inspiring keynote speakers who will be sharing their expertise on this year's theme, “Organizational Convergence in a Recurring Revenue World.” Kicking off the event with his pre-conference keynote is TSIA's VP of Technology and Social Research, John Ragsdale, with his session entitled, “Creating a Converged Online Customer Engagement Strategy.” In this Q&A interview, John gives us a sneak peek at what he plans to present in his keynote, as well as his thoughts on the convergence trend we're seeing across the technology and services industry.  

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Topics: Technology Services World Conference, customer portal, services convergence, organizational convergence

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