Participate in TSIA Research! Currently Open Surveys

Posted by Technology Services Industry Association on 2/17/17 5:00 AM

In order to keep providing the latest in fact-based insight your company can use to elevate your success, TSIA conducts dozens of custom surveys that collect detailed data on the most current industry performance metrics and best practices. From in-depth market rate studies, to questionnaires on common practices related to reporting structures for service lines of business, our surveys shed light on what's really happening in the industry, how to address common challenges, and spot up-and-coming trends. Here is a list of both the public and members-only surveys that we currently have running, how the data collected will be used to benefit technology and services organizations like yours, and how your company can contribute to this important research. 

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Topics: customer success, support services, professional services, TSIA Survey, TSIA Research, service technology, Open TSIA Surveys

Relationship Equity: Why Services Can Go Where Sales Can’t

Posted by Steve Frost on 2/2/17 5:00 AM

Often times when we broach the concept of expand selling to TSIA member companies, the question is asked, “Why can't sales just do this for themselves? After all, upselling and cross-selling are, in fact, selling, and selling is what salespeople do.” Unfortunately, it's not that simple. Regardless of how hesitant they might be to join the revenue-generation party, expand selling initiatives have to be driven by the service delivery teams. In this post, I'll be digging deeper into why this is, beginning with the concept of “relationship equity”. 

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Topics: managed services, services, professional services, sales, field services, expand selling, relationship equity, trusted advisor

Services Convergence and PS: What's to Become of the "O" in PSO?

Posted by Bo Di Muccio on 1/25/17 5:00 AM

You could say that TSIA put the "O" in PSO (Professional Services Organization), because for 10 years we've been benchmarking, dissecting, building frameworks, and otherwise analyzing how tech companies organize their professional services (PS) capabilities. Most of those 10 years have been about the story of the increasing organizational maturation and sophistication of PS, that is to say, we have watched PS "grow up." We have seen it morph from a loosely conceived, poorly funded collection of smart people inventing, reinventing, and delivering technology services to customers, into something that, in the vast majority of cases, has all of the artifices and trappings of fully formed organizational entity. But, what does this mean, exactly?

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Topics: professional services, professional services organization (PSO), TSIA Organizational Convergence Series, convergence, organizational convergence

The Converging World of Managed Services

Posted by George Humphrey on 1/17/17 8:40 AM

Historically when we've thought of convergence in the tech industry, we thought of a variety of technologies merging together, such as voice and data or storage and networking. Hyper-convergence infrastructure is a term used to encompass storage, computing, and virtualization. Stand aside pings and packets, there's a new type of convergence out there. We're talking about service convergence, and it's something we've identified at TSIA as a major market trend.

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Topics: x-as-a-service (XaaS), managed services, support services, professional services, managed XaaS, TSIA Organizational Convergence Series, consumption gap, complexity avalanche, services convergence, organizational convergence

The Value of Project Management: How to Communicate it to Sales

Posted by James Cho on 12/14/16 5:00 AM

At TSIA, we've received a lot of inquiries from our members who are having a hard time selling project management with their professional services engagements. In looking at our data and speaking with services sales people, we've found that this issue is just one part of a much larger problem: the value a mature project management capability can bring to a project is not being fully understood on both sides of the deal. After all, if the value of project management isn't being communicated to sales, how can they be expected to convince your customers they need it?

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Topics: professional services, sales, project performance, project management, project manager

How Professional Services Automation (PSA) Supports Business Transformation

Posted by Technology Services Industry Association on 11/22/16 5:00 AM

It’s no surprise that services organizations rely more and more on various technologies to successfully run their businesses. Recent research shows that planned spending and adoption of Professional Services Automation solutions is on the rise, and has become a must-have technology for most business stakeholders within services organizations. PSA provides automation in core business areas along with the information necessary to make important business decisions in real-time.

We interviewed Lori Ellsworth, GM of PSA Solutions at FinancialForce to get her perspective on typical challenges that services business face while undergoing a business transformation and how technology, specifically a Professional Services Automation solution, plays a role in these events.

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Topics: professional services, professional services automation (PSA), TSIA Partners

3 Reasons You Should Invest in Professional Services Automation

Posted by Michelle Manimtim on 11/9/16 5:00 AM

Per TSIA's professional services benchmark reports, professional services automation (PSA) adoption is on the rise, and organizations that implement it gain the following benefits when compared to their industry peers:

  • Higher billable utilization.
  • Better rate utilization.
  • Fewer days to staff projects.
  • Increased project margins.

However, despite the growing maturity and use of PSA solutions, I continue to see even mature professional services organizations still drowning in spreadsheets and highly inefficient manual reporting. To thrive and compete in the current business climate, companies need to transform and evolve to meet the needs of today's customers.

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Topics: customer experience, professional services, professional services organization (PSO), professional services automation (PSA), TSIA Partners, digital transformation

TSW Las Vegas 2016: What I Heard

Posted by John Ragsdale on 10/28/16 5:00 AM

After each of our Technology Services World Conferences, I like to look back over all the 1:1 meetings, breakout session questions, and hallway conversations, and come up with some of the top trends and issues I heard. Last Tuesday, I had 1:1 meetings scheduled from 8 AM to 5:30 PM, which was a great opportunity to hear what members are working on, where they are seeing success, and where they are struggling. 

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Topics: knowledge management, professional services, social support, online communities, online support, professional services automation (PSA)

TSW Day 2 Recap: Top Attended Sessions

Posted by John Ragsdale on 10/19/16 1:39 PM

Today is the final day of Technology Services World Las Vegas, and I'm back to take a look at the top attended sessions from yesterday. Our 1,600+ attendees had more than 75 breakout sessions to choose from yesterday, crossing all of our service disciplines, with a good mix of tactical and strategic topics. I always like to point out the top attended sessions, because people vote with their feet for the hottest trends and topics.

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Topics: customer success, customer experience, professional services, customer service, expand selling, professional services automation (PSA), Technology Services World Conference

[SlideShare] 4 Professional Services Benchmark Trends

Posted by Technology Services Industry Association on 9/13/16 10:04 AM

Through TSIA's comprehensive benchmarking program, you can measure your company's performance against your industry peers, identify your strengths, and see where you need to improve to ensure future success. For a sample of the type of insight you will receive by taking advantage of this valuable resource that comes with TSIA membership, take a look at this SlideShare featuring 4 key research trends from TSIA's Professional Services Benchmark Study.

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Topics: professional services, benchmarking, slideshare, TSIA Benchmarking Spotlight

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