[SlideShare] 3 Reasons Why You Need a Chief Renewal Officer

Posted by Julia Stegman on 2/12/18 5:00 AM

Technology subscription revenues are becoming material for both pure-play cloud companies (representing 90% or more of their total company revenue) and hybrid companies (representing 10% or more of their total company revenue). Continuing to retain and grow this revenue requires a strong focus on renewal activities led by a chief renewal officer whose mission it is to expand customer spend throughout their contract period. In this SlideShare, we share the top 3 reasons why you need a chief renewal officer at your organization to take charge of this important revenue generating engine.

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Topics: service revenue generation, revenue growth, renewal, slideshare, recurring revenues, contract renewal

What Is Education Services?

Posted by Maria Manning-Chapman on 12/14/17 5:00 AM

What is education services? It sounds like a trick question, but is it? The role and nature of education services (ES) organizations has been morphing over the past few years. However, one consistent element is that education services, or whatever name your company gives to a similar organization, is responsible for customer-facing training. Additionally, 82% of ES functions train channel partners and 75% provide technical training for internal employees, most commonly Sales, Pre-Sales, and Professional Services personnel.

While this describes the common audiences that ES organizations serve, it doesn’t answer the question, which really boils down to the charter of education services. Is it adoption? Is it enablement? Is it revenue? Is it customer success? While there are many things an ES organization can be, I’d venture to say that it is in fact all of these things, which is probably why many education organizations are going through an identity crisis.
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Topics: education services, recurring revenues, Customer Success Maturity Model

Connecting Customer Value with Recurring Revenues: Two Sides of the Same Coin

Posted by Jodie Paxton on 9/27/17 5:00 AM

Have you heard the expression “two sides of the same coin”? It means that there are different ways of looking at or dealing with the same situation. In TSIA’s Service Revenue Generation line of research, we dig deep into the health of recurring service revenue, both from the perspective of the internal operational journey and from the external customer journey. Each point of view offers gateways and insights into how customers connect value to the service offerings that are developed, marketed, sold, and renewed. But as models shift from on-premise to XaaS, or from hardware only to hardware and software, these gateways have become more complex.

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Topics: service revenue generation, recurring revenues, Art and Science of the Customer Journey

The Digital Transformation Journey: Growing Customers Successfully

Posted by J.B. Wood on 9/21/17 5:00 AM

Pivoting your company’s portfolio to subscription-based, recurring revenue offers, either in whole or in part, is a two-step intellectual journey for senior executives. The first step is deciding if customer demand is changing sufficiently enough to warrant making all the changes and facing all the challenges of effectively moving to XaaS offers. The previous five blogs have focused on that decision-making journey. Once you have made that decision, with all its myriad implications, you are ready for the second major step: What changes do I make in my go-to-market (GTM) model? That is the focus of our final blog in "The Digital Transformation Journey" series.

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Topics: customer success, XaaS (x-as-a-service), sales, LAER, customer success manager, recurring revenues, digital transformation, The Digital Transformation Journey

Where Professional Services Fit Into the Customer Journey

Posted by Bo Di Muccio on 9/12/17 5:00 AM

How far the industry has come in the last 5-10 years! At the beginning of this transformation nearly a decade ago, virtually all technology professional services organizations were perfectly content to play a “Level 2” role. That is, they had capabilities and offers that were almost exclusively focused on getting customers up and running on the core technology product. 

Of course, that’s still an important function of professional services (PS) for any tech company. But nowadays, we’re getting a lot more questions indicating that PS is rapidly being pulled and pushed into being more of a Level 3/Level 4 engine, that is to say, a capability that directly helps customer achieve business outcomes. 

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Topics: professional services, LAER, recurring revenues, Art and Science of the Customer Journey

The Digital Transformation Journey: Supplier Keys to Success in Subscription Business Models

Posted by J.B. Wood on 9/7/17 5:00 AM

Successfully transitioning your business model from “CapEx,” where customers pay up front for your solution, to an “OpEx” or subscription model where your customers pay over time and your revenue becomes ratable is not easy. And, it’s not just the transition in your revenue model that’s difficult­—it’s also not simple to generate GaaP profits once you have substantially pivoted. That was the point of the last post in "The Digital Transformation Journey" series. But fortunately, with so many hardware, software, industrial and medical equipment suppliers playing today in the subscription business model, some best practices are emerging. 

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Topics: XaaS (x-as-a-service), subscription-based offers, SaaS (software-as-a-service), recurring revenues, digital transformation, The Digital Transformation Journey, subscriptions

The Digital Transformation Journey: Customer Concerns About Subscriptions

Posted by J.B. Wood on 6/29/17 5:00 AM

In my infographic, “Navigating the World of Digital Transformation,” I outlined 6 key steps to thriving in today’s rapidly changing tech market. In my first blog of this series, I covered the many attractive aspects to customers of consuming enterprise technology on an “as-a-service” (subscription) basis. Today, I’m going to talk about the flip side of the coin—why some customers might object to the concept.

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Topics: cloud, managed services, subscription-based offers, recurring revenues, digital transformation, IT, The Digital Transformation Journey, subscriptions, security

Navigating the World of Digital Transformation [Infographic]

Posted by J.B. Wood on 4/26/17 5:00 AM

With the new generation of business models focusing more on recurring revenue, particularly subscription-based cloud offers, many technology suppliers are finding themselves needing to change certain aspects of their businesses and how they function. This transition is commonly referred to as "digital transformation," and understandably, there is a certain amount of pain that’s associated with this major change. This is why at TSIA, we’ve made it our mission to address those pain points and help technology companies successfully come out the other side of this transformation process as a profitable recurring revenue business.

This infographic outlines 6 key steps along the journey to building a new or refining an existing recurring revenue business from the perspectives of the customer, the shareholder, and how customer success can bridge the gap between the two creating a cohesive roadmap for success.

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Topics: customer success, cloud, subscription-based offers, infographic, recurring revenues, digital transformation, The Digital Transformation Journey

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

Technology Services World is Looking for Speakers!

Posted by Technology Services Industry Association on 11/10/16 5:00 AM

Do you have a business success story you’d like to share with our audience of over 1,300 technology services professionals? We’re now accepting applications to speak at our upcoming spring conference, TSW San Diego 2017! Come join us May 1-3 at the Hilton San Diego Bayfront to establish yourself as an industry thought leader and showcase your company’s achievements.

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Topics: Technology Services World Conference, recurring revenues, services convergence

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