Tips for Creating a Customer Success Function Within Your Organization

Posted by Judith Platz on 8/11/16 8:52 AM

Customer success has become a hot topic in the technology industry, and with good reason. Technology companies are recognizing that it's essential to engaging, retaining and growing customer relationships over time. Each year, TSIA conducts a baseline survey to understand the current state and emerging practices for customer success. With the help of this data, we've created a list of recommendations for building a customer success function within your company.

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Topics: outcome-based services, customer success, x-as-a-service (XaaS), adoption

Technology Services: What Lies Ahead in 2016

Posted by Thomas Lah on 12/17/15 6:30 AM

'Tis the season of giving, and today our gift to you is the ninth day of our annual 12 Days of Insights blog series. Enjoy!

If there was any doubt that the technology industry is undergoing a major transformation, this year has produced even more compelling evidence that we are nearing the end of the first great era of tech. There are no tea leaves involved here; the story is playing out in the publicly reported financial data from traditional technology companies. Collectively, tech company revenues have declined steeply in 2015, with tens of billions of dollars coming off the table quarter after quarter.

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Topics: outcome-based services, customer success, customer retention, customer outcomes, customer churn, expand selling, 12 Days of Insights, outcome engineering

Growing Customers Successfully in Industrial Equipment

Posted by Harald Kopp on 11/17/15 7:30 AM

As services eat products and software eats services, there are significant changes happening to success plays within the technology industry. The companies that will be the most successful are the ones who take an active role in supporting their customers as they grow their businesses. In fact, this was the topic of the opening keynote of our recent Technology Services World conference, presented by TSIA’s president and CEO, J.B. Wood.

During the rest of the conference, there were a lot of hot topics relevant to manufactures of industrial equipment (IE) presented in sessions, TSIA’s Industrial Equipment Advisory Board meetings, and 1:1 discussions. Based on this content and feedback from conference participants, it's clear that the business environment for industrial equipment manufacturers is changing in several big ways. 

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Topics: outcome-based services, adoption services, managed services, industrial equipment, internet of things (IoT), smart services

Adoption and Outcome Offers: An Example from Michelin

Posted by Harald Kopp on 10/15/15 6:30 AM

In my IoT blog series I wrote with Vele Galovski, we introduced the remote services continuum as a framework to help companies navigate the industry transformation through IoT/smart services and focus on customer outcomes. In this post, I’ll be using examples from Michelin to discuss how services designed to help customers maximize their usage of technical capabilities (Adoption Services) as well as services designed to deliver specific business outcomes (Outcome Services) are rapidly emerging.

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Topics: outcome-based services, adoption services, industrial equipment, internet of things (IoT), smart services

[SlideShare] Outcome Engineering: TSW Keynote Preview

Posted by Technology Services Industry Association on 10/13/15 6:30 AM

In order to grow your customers successfully, you need to make sure they’re able to find value with your solution by achieving their desired business outcomes. To properly guide your customers down the right path to success, you’ll first need to gain a deeper understanding of their goals, but where do you start? In his keynote presentation at our upcoming TSW 2015 Service Transformations conference, “Outcome Engineering”, TSIA’s executive director, Thomas Lah, will share how outcome engineering drives revenue growth. Take a look at this SlideShare for a sneak preview of what you can learn from this informative presentation!

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Topics: outcome-based services, customer outcomes, LAER, PIMO, outcome engineering, slideshare, Technology Services World Conference

The Outcome-Based Services Portfolio

Posted by Thomas Lah on 7/10/15 8:27 AM

In our book, B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship, we talk about how TSIA is helping technology companies prepare for a radical shift in their business models as they move away from selling product assets and product attach services and begin delivering business outcomes for customers. As stepping-stone in this journey, we’ve created a set of frameworks to provide an overview of the kinds of outcome-based services your organization can offer. 

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Topics: outcome-based services, pricing, adoption services, B4B, big data, services portfolio, optimization

Surviving the IoT Revolution: A Tale of Two Companies

Posted by Vele Galovski and Harald Kopp on 6/23/15 6:30 AM

In A Tale of Two Cities, Charles Dickens wrote about life in London and Paris during the French Revolution. The story included this iconic opening line:

"It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, ..." A Tale of Two Cities, Charles Dickens

The same could be said today for industrial equipment companies trying to survive the “Internet of Things” revolution. While it is a time of opportunity for the industry, many companies will not make the transition to the new business models.

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Topics: outcome-based services, big data, data analytics, consumption analytics, industrial equipment, internet of things (IoT), remote services, Intro to IoT, smart services

Focusing on Customer Outcomes for Their Benefit and Yours

Posted by Vele Galovski and Harald Kopp on 6/11/15 6:30 AM

In previous posts in this ten-part blog series, we introduced the remote services continuum with a look at service efficiency and process optimization, and ended with a warning that this will not be enough to meet future business challenges. As customers continue to insist that suppliers move towards a Level 3 and Level 4 business model, finding new ways to save customers money and improve their business outcomes will determine the long-term success of technology companies. This is where the true opportunities of the Internet of Things and smart services reside. 

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Topics: outcome-based services, customer outcomes, industrial equipment, internet of things (IoT), Intro to IoT, smart services

Success in the New B4B Era

Posted by Technology Services Industry Association on 12/17/14 9:30 AM

12 Days of Insights 2014: Day 8

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.

B4B co-author and TSIA president and CEO J.B. Wood delivered the opening keynote at TSW 2013 Service Transformations conference, where B4B was officially launched to incredible response and enthusiasm. Below is a writeup highlighting many of Wood’s direct passages from that keynote that continue to be relevant to the future of the technology services industry. It’s a must-watch video, and a must-have book for your business arsenal. Get ready for the new B4B era as we enter into a new and exciting time for tech services. 

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Topics: outcome-based services, pricing, B4B, organizational change, service level agreement (SLA), adoption, operating models, consumption models, customer outcomes, 12 Days of Insights

What B4B Means for You

Posted by Technology Services Industry Association on 12/11/14 9:00 AM

12 Days of Insights 2014: Day 2

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.

B4B co-author and TSIA executive director Thomas Lah delivered a memorable and eye-opening TSW keynote at last month’s TSW Service Transformations conference, discussing what the B4B model means for technology services organizations. Here are some highlights from that important discussion. If you haven’t gotten your copy of the book B4B, it’s a must-have, and it’s available at Amazon. It’s a promising time to be in tech services, as we head toward the new era of B4B.

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Topics: outcome-based services, B4B, services portfolio, organizational structure, adoption, customer outcomes, 12 Days of Insights

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