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

Using Predictive Analytics for Cross-Sell and Upsell: Lessons from E-Tailers

Posted by Steve Frost on 12/20/16 5:00 AM

The holidays are upon us once again, and along with them, the corresponding annual shopping season. For dads like me with school-aged children, this is also the time of year when I turn to my favorite e-tailers to fulfill our family's wish lists. It's a tough call as to whether I love my children or hate the mall with more fervor, so in our house, “Santazon.com" with “Reindeer Prime" delivery has saved Christmas like the repentant Grinch at the end of the book. I know that it's certainly made me a lot merrier.

As we proceed to checkout with our shopping carts, we notice the e-tailer's recommendation engine making "frequently bought with" suggestions at the bottom of our screens. If I'm buying my 11-year-old son a new PlayStation 4 (Shhh...it's a secret), I have no problem with the e-tailer making the suggestion that he also perhaps could use an extra controller or might enjoy a specific game to go with it. 

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Topics: B2B, sales, data analytics, expand selling, internet of things (IoT), analytics, cross-sell, upsell, recommendation engine, predictive analytics, machine learning

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 to Increase Sales by Helping Customers

Posted by Steve Frost on 11/3/16 5:00 AM

As the legend goes, early in Google's storied history, the founding team was in a meeting with some of their early investors who asked them how they were planning to make money. The answer seems obvious now, but at the time, it was quite revolutionary. When people search for something, Google could show them ads based on what they were searching for, exactly at the moment they were thinking about it. It was a conversation and a concept that has revolutionized entire industries.

I was privileged to be one of Google's first 700 employees, and heard this story first-hand from the founders. They were committed to the idea that a company could make money without being "evil" about it, and that advertising could indeed be helpful if presented in the right way and at the right time. The AdWords program, and its underlying algorithms, were optimized over time so that the most useful advertisements were promoted to the top of the page. Google prioritized helpfulness over short-term gain, building a fiercely loyal audience, along with the world's most valuable brand, and made billions of dollars along the way. 

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Topics: sales, customer outcomes, field services, expand selling

3 Steps to Leverage Digital Disruption in Your Sales Efforts

Posted by Barbara Geraghty on 9/20/16 6:30 AM

What do landlines, books, postage stamps, greeting cards, and taxis (and the companies that sell them) have in common? Obsolescence! Meanwhile, startup companies like Uber and Airbnb have reached unicorn status with with zero inventories, and Amazon has changed the face of retail forever.

The fact is, there are forces at work that are changing everything. We are in the middle of a strategic reinvention of every industry as a result of cloud computing, mobile apps, social media, data analytics and the Internet of Things. A new study by IBM found that the “Uberisation” trend, or industry disruption caused by an unlikely competitor, has become a dominant concern of the C-suite.

Executives understand that the biggest threat to the future of their company is what they don't know, they don't know. That uncertainty is the lever that opens the door to outside sources of information and ideas. How can you help your prospects and customers become masters of digital disruption?

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Topics: x-as-a-service (XaaS), sales, TSIA Partners, disruption

TSIA is Coming to Europe!

Posted by Technology Services Industry Association on 7/19/16 6:30 AM

We're bringing TSIA insight and thought leadership to Europe this fall in two impactful speaking engagements. Save your seat early to make sure you don't miss out on these unique opportunities! Here are the details for each event.
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Topics: x-as-a-service (XaaS), managed services, sales, LAER, managed XaaS

Calling All Sales Leaders! Hit Your Quota Through Expand Selling

Posted by Mark Middlekamp on 6/9/16 6:30 AM

A refrain I often hear from many of our Expand Selling (ExS) discipline members is that the collaboration between the services and sales functions leaves a bit to be desired in the context of expand selling. TSIA research shows that only 33% of technology companies consider the level of collaboration between sales and services within their organization as “high”, and that's not even in the context of how services helps sales with expand selling!

Suffice it to say, there is certainly much room for improvement in how the sales and non-sales functions like services and customer success work together to systematically drive revenue growth with your existing customers. Therefore, my mission for this post is to explain why sales leaders should actively embrace services and customer success as expand selling partners. The reason is simple: they can help your team achieve quota. 

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Topics: customer success, support services, services, sales, customer support, expand selling, LAER

Economic Disruption for Equipment Manufacturers: Lessons Learned and What Lies Ahead

Posted by Rene Grossrieder on 6/7/16 8:40 AM

Since its inception, the internet has had a monumental impact on the world we live in, from gross domestic product (GDP), gross global value creation and destruction, profit performance, social networks, commerce and cyber security, emergency management, and advertising, just to name a few. 

As a result, equipment manufacturers are facing many new challenges as connected devices are changing the world and old business models are shattering. But, they can possibly learn from other past miscalculations, particularly brick and mortar retailers that have a physical asset to sell while dealing with the commercialization of products and increasing focus on services and the customer experience.

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Topics: sales, remote services, equipment manufacturers, e-commerce

Identifying What “Good” Looks Like in Expand Selling

Posted by Mark Middlekamp on 3/1/16 7:30 AM

Expand selling requires many functions, including sales and services, to work together to accelerate revenue growth with existing customers. However, as a sales or services leader, do you know what it costs for your respective teams to generate every new dollar of revenue growth? Based on our research, TSIA observes that only a fraction do, which has a profound impact on the ability to know what "good" looks like when it comes to effectively driving expand selling initiatives.

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Topics: sales, expand selling, LAER

Challenging Traditional Sales Roles

Posted by Peter Armaly on 12/11/15 6:30 AM

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

The long-running, oft-worshipped, and rarely questioned organizational business structure of Sales and Post-Sales is sick and overdue for some tough medicine. For years, there have been ample talks and thousands of articles written about the dysfunction of Sales and Marketing, but an even bigger argument can be made that the graver threat to a company is what isn’t working between the two major organizations, Sales and Post-Sales, that (sadly) often meet only at that line in the contract where the customer signs.

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Topics: customer success, sales, 12 Days of Insights, marketing

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