The Internal Tug-of-War for Service Dollars

Posted by Julia Stegman on 5/25/17 5:00 AM

The technology industry has been creating service offers for decades. These service offers have helped customers stand up technology and make it available for use. At TSIA, we call this the "technology availability" value proposition.

However, customers want more. They don’t just want the technology to be available, they want technology providers to accelerate their ability to unlock value. In particular, customers want us to help them achieve their desired business outcomes around:

  • revenue growth
  • cost optimization
  • regulatory compliance/risk management
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Topics: service revenue generation, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

TSW San Diego: Day 1 Recap

Posted by John Ragsdale on 5/2/17 11:35 AM

The Hilton San Diego Bayfront is an amazing place for a conference. Overlooking the water, you can sit in meetings and breakout sessions and watch sailboats cruise by, or take your lunch out on a patio and enjoy the breeze. Unfortunately, I was a bit too busy yesterday—the first day of Technology Services World—to enjoy the breeze. Here’s a recap of what went down yesterday. 

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Topics: Technology Services World Conference, customer portal, services convergence, organizational convergence

How Field Services is Transitioning to the As-A-Service Model

Posted by Vele Galovski on 4/19/17 5:00 AM

At TSIA, we receive a steady stream of inquiries from our members, which give us insight into the most pressing business challenges technology companies are facing across the industry. We then translate these challenges into a list of capabilities organizations will need to embrace in order to succeed in the coming years. One of these key capabilities is something that has become so prevalent across the industry that we've dedicated an entire blog series to it: organizational alignment and convergence.

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Topics: XaaS (x-as-a-service), field services, industrial equipment, TSIA Organizational Convergence Series, services convergence, organizational convergence

The Importance of Organizational Convergence in a Recurring Revenue World [Infographic]

Posted by Thomas Lah on 4/6/17 5:00 AM

When we talk about “organizational convergence,” we’re referring to the blending of traditional service lines. Encouraging better collaboration between functions within your company can have many benefits, including increased recurring revenues, a more streamlined service offer portfolio, improved resource utilization, and more!

In this infographic, you’ll get a glimpse at three tactics for breaking down silos within your organization and achieving successful organizational convergence.

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Topics: infographic, Technology Services World Conference, services convergence, organizational convergence

Where is the Line Between Products and Services?

Posted by Judith Platz on 3/31/17 5:00 AM

The rate of change and disruption in technology has quickly caused a blurring of the line between products and services. Where does the product stop and the service of the product start? Customers honestly don’t care, they just want a better customer experience and a lower effort to achieving their goals with their purchase.

The long-standing silos between support organizations and other business units (consulting, engineering, field services, education services, sales, etc.) are one of the major inhibitors to support organizations being able to provide the type of experience their customers expect. Add to that the increased focus on support executives to lower cost and improve profits and you have a perfect storm. 

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Topics: support services, TSIA Organizational Convergence Series, services convergence, organizational convergence

The Data Handshake: Tearing Down Data Silos with Trust

Posted by Jeremy DalleTezze on 3/23/17 5:00 AM

When J.B. Wood and Thomas Lah first introduced the concept of the “data handshake” in their book, B4B, it mainly focused on how it occurs between the technology supplier and customer. The basic premise of the data handshake is that in order for your company to provide data-driven, value-add services to your customers, you need their data. They give you some of their data, and in return, you give them enriched data insights. Depending on the vertical and geographical region, the handshake might be chock full of rich user-level information, or it might be mitigated to metadata and aggregated information. Either way, the supplier had to provide a compelling value proposition to gain the trust of its customers, and then deliver. 

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Topics: B4B, data analytics, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence, data handshake

3 Examples of Customer Success Convergence

Posted by Phil Nanus on 3/9/17 5:00 AM

Convergence, a term meaning "to come together," is a common theme that has impacted various service lines within the technology industry, and customer success is no exception. As more technology suppliers pivot towards new XaaS offerings, they are finding themselves in a constant cycle to deliver against the promise of their technology solution, which is how we define customer success. In their efforts to ensure that their customers achieve specific business outcomes, these organizations are seeing traditional services capabilities and organizational boundaries beginning to blur, or "converge." At TSIA, we've observed three areas within today's organizations that are seeing the most convergence with customer success: sales costs, service portfolios, and service organization structures.
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Topics: customer success, organizational structure, TSIA Organizational Convergence Series, services convergence, organizational convergence

Learn Online Customer Engagement Strategies from John Ragsdale at TSW

Posted by Nicole Dornsife on 3/2/17 5:00 AM

At our spring Technology Services World conference, we have a great lineup of inspiring keynote speakers who will be sharing their expertise on this year's theme, “Organizational Convergence in a Recurring Revenue World.” Kicking off the event with his pre-conference keynote is TSIA's VP of Technology and Social Research, John Ragsdale, with his session entitled, “Creating a Converged Online Customer Engagement Strategy.” In this Q&A interview, John gives us a sneak peek at what he plans to present in his keynote, as well as his thoughts on the convergence trend we're seeing across the technology and services industry.  

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

The Year of Convergence

Posted by Thomas Lah on 1/12/17 5:00 AM

Our industry has been debating the pros and cons of converging service organizations for years. And for good reasonthere are so many obvious and truly meaningful benefits that can be realized by breaking down the silos:

  • A more streamlined service offer portfolio
  • Improved resource utilization
  • Elimination of redundancies in skills and capabilities
  • Improved economics achieved through cost optimization

Yet to date, there has been little more than lip service paid to the idea of collapsing and blending service organizations and capabilities. Understandably so, as there are careers and jobs at stake, not to mention just how daunting a task it is to dismantle and reassemble longstanding and highly stable structures and processes.

But in spite of the inherent forces of resistance, we at TSIA believe that 2017 is the year where we will see widespread and meaningful progress made on services convergence. Here's why.

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Topics: organizational change, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

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