Take Part in TSIA Social Support Research!

Posted by John Ragsdale on 12/2/16 5:00 AM

Today's customer is demanding support via their preferred channels, which means that online communities and Twitter are now being used as often as phone and email. No longer just a consumer phenomenon, social support has become a common practice in enterprise support, with the majority of B2B companies offering customer discussion forums. In fact, more than half of TSIA members are now offering some level of support via social media channels. But, that doesn't mean that we, as an industry, have it all figured out just yet.

You're invited to participate in TSIA's annual Social Support Survey, which tracks year-over-year trends in social channels offered for customer support, program ownership, performance metrics, service level agreements (SLAs), and staffing for both online communities and social media support. This year, we've added some new questions that will help us gain additional insight into community activity, including the role of customers vs. employees vs. partners in answering forum questions.

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Topics: social media, support services, service level agreement (SLA), social support, customer support, TSIA Survey, online communities, multi-channel support, online support, TSIA Research

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

OK, Our Metrics Are Broken. So What Can I Do?

Posted by David Kay on 8/8/13 6:28 AM

 

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Topics: customer success, metrics, customer satisfaction, service level agreement (SLA), TSIA Partners

Seven Deadly Sins of Services Pricing

Posted by Tim Matanovich on 7/12/13 7:37 AM

In working with tech companies and talking to service leaders, seven common pricing shortcomings emerge again and again. These pricing sins cost companies revenues and margins, lengthen sales cycles, and annoy both sales directors and customers. These sins occur in both essential and value-added services, whether revenues are recurring or not, and have both strategic and executional impacts.  

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Topics: service level agreement (SLA), professional services, value-added services, services pricing

Managing the Complexities of Service Parts Management

Posted by Ravi Naidu on 5/3/13 2:19 PM

The business of managing spare parts is complex and under constant pressure to become leaner and more efficient while maintaining, or improving, key performance indicators and service level agreements. Not an easy task, by any means. Why is the business of service spare parts under this continual pressure? Well, there are three main reasons for this.

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Topics: service revenue, spare parts logistics, key performance indicator (KPI), service level agreement (SLA), field service engineer, field services

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