[Events] Learn from TSIA Experts at These Industry Summits and Conferences

Posted by Tom Anderson on 2/15/18 5:00 AM

Whenever a new trend emerges in the world of technology and services, TSIA is already active in developing new research, frameworks, and expertise around what that trend can mean for your business and the future of our industry. To share their latest insights on customer success, growing customers, improving the customer journey, and improving cross-functional communication within your organization, TSIA executives will be presenting at several upcoming conferences and speaking engagements, including: CCO Summit, Totango’s 2018 Customer Success Summit, Technology Services World San Diego 2018, and Gainsight Pulse 2018. 

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Topics: customer success, technology services, sales, summit, marketing, Technology Services World Conference, TSIA events

Are 67% of Customer Success Organizations Wrong?

Posted by Phil Nanus and John Ragsdale on 8/24/17 5:00 AM

TSIA asks our membership about different metrics and practices through various inquiries, surveys, and benchmarks. One statistic that has surprised us is the number of Customer Success organizations that use a dedicated customer success platform. According to our data, we found that 67% of Customer Success organizations do not use a dedicated customer success platform. 

While the data is consistent, we continue to be amazed. Between the two of us, we have direct experience with customer success platforms, and remain connected with new technologies that continue to hit the marketplace. We have also observed how other Customer Success organizations benefit from this kind of technology with efficient results. But none of the oft-quoted benefits have carried over to moving the needle on whether Customer Success organizations will purchase dedicated tools or applications for their teams.

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Topics: customer success, technology services, customer relationship management (CRM), machine learning, healthcare technology, artificial intelligence (AI)

7 Steps to $7 Leads: Generating Cost-Effective B2B Opportunities Through Services

Posted by Steve Frost on 8/15/17 5:00 AM

At most technology companies, Services teams interact with customers at a rate of 5-15 times as often as their Sales counterparts. TSIA member companies are utilizing expand selling best practices to leverage these interactions to generate hundreds of millions of dollars in qualified upsell and cross-sell opportunities with their existing customers.  

This past spring, TSIA launched an in-depth survey on the practice of generating leads through Services touchpoints. It was the first study to go into depth around the practices and key metrics that are most tightly connected with success in this effort. While the specific findings of the survey are only available to TSIA members, I’d like to share one of the more interesting pieces of information that came to light from the survey data. We discovered how remarkably low-cost these Services-generated leads are. In the hopes of helping companies like yours understand what an incredible opportunity there is to be had in this area, we’re making this cost-of-lead data public. 

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Topics: technology services, sales, expand selling, lead generation, sales costs

Rethinking the Sales Funnel for Existing Customers

Posted by Steve Frost on 7/14/17 5:00 AM

This fall, TSIA will be digging deep into the topic of the Art and Science of the Customer Journey at our annual Technology Services World conference in Las Vegas. To introduce this theme, the rest of the TSIA research team and I will be sharing our thoughts on how it relates to our specific area of research, which in my case is expand selling. In this entry, I’ll be sharing a look at the journey from lead to closed deal for new opportunities with existing customers, how this process is different than it is for new customers, and why Services touchpoints have to be accounted for in the process.

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Topics: technology services, sales, expand selling, marketing, lead generation, sales costs, Art and Science of the Customer Journey, lead generation for expand selling

The Reemergence of Managed Services: Capitalizing on the Cloud

Posted by Dhaval Moogimane, Neil Jain, and Andrew Clark on 12/12/14 9:30 AM

12 Days of Insights 2014: Day 3

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.

It just might be the greatest comeback ever. After the heyday of the application service provider (ASP) model in the 90's, managed services (MS) is reemerging as a top priority for many technology companies. A perfect storm of customer demand, technology and cloud maturity, and increased competitive pressure have put managed services back in the spotlight.
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Topics: XaaS (x-as-a-service), B4B, cloud, managed services, technology services, technology maturity, service delivery channels

What the Top 50 Tech Services Companies Can Tell Us About The Industry

Posted by Thomas Lah on 8/22/14 6:30 AM

Since 2005, TSIA has been tracking service revenue and profit trends for the technology industry in our widely followed Service 50 index. We aggregate the financial performance of 50 of the largest global providers of technology services to identify service revenue and profitability trends, while also providing critical observations based on the current quarterly update.

In recent history, these trends have very clearly pointed to an increasing reliance on both service revenues and profits to sustain the health and growth of technology product companies.

Watch our recent Service 50 Q2 webinar, in which we identify the latest observations and trends for the technology services industry, complete with detailed data on how these top 50 companies are currently performing in Q2. Here’s a recap of some of the key points we covered. 

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Topics: service revenue, technology services

Corporate Growth in the Age of Services

Posted by Technology Services Industry Association on 5/27/14 3:34 PM

"The key to evolving a successful corporate strategy is to ensure that every decision that is made is based on growth. Every strategic principle must have growth as its fundamental goal, whether that growth comes in the near term, or if it will be a bit further down the road."

By its very own definition, “corporate growth” requires a continuous state of evolution. That evolution is based heavily (but not solely) on assessment and analysis of internal processes―we analyze the practices that have worked in the past, determine why specific practices worked during specific time frames, and draw conclusions as to their efficacy as we move ahead into an evolving business market.

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Topics: B4B, technology services

Customer Experience Journey Mapping

Posted by David Kay on 4/24/14 5:06 PM

“In the technology services business, our workdays are consumed with the things we do: closing cases, escalating, shipping replacement parts, improving knowledge and self-service, dispatching field staff, preparing for new product introductions…the list goes on and on. But it turns out, this isn’t what your customers are experiencing, at all.” 

Why Journey Map?
“O wad some Pow'r the giftie gie us
To see oursels as ithers see us!”

-- Robert Burns


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Topics: technology services, customer service, customer experience journey mapping, TSIA Partners

What Is Really Happening to the B2B Tech Industry? It's a Movement We Call B4B. And Here’s Why You Need to Be a Part of It.

Posted by Suzanne Hite on 2/12/14 4:40 PM

With the introduction of the new B4B model, there’s never been a more promising time to be in tech services. Find out why you need to be a part of the B4B movement. 

You've likely heard the buzz about B4B, or business for business. Since the new model was introduced by TSIA last fall, it has taken off like wildfire, sparking dialog in C-suites in tech companies around the globe. In case you haven't had a chance to read the book based on the concept―B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship, by tech industry pundits J.B. Wood, Thomas Lah, and Todd Hewlin―we've encapsulated the main concepts in a short five-minute video. It’s a video that will change your organization’s future. 

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Topics: B4B, big data, customer-supplier relationship, technology services, customer outcomes

When It Comes to Tech Services Innovation, It’s No Longer the Status Quo

Posted by Technology Services Industry Association on 12/20/13 1:57 PM

“Services are transforming within technology providers―and disrupting the status quo. And it’s important to be made aware of these trends, as they will come to impact all of our jobs at some point.”

At Technology Services World (TSW) Service Transformations held in Las Vegas this past October, Infor Global Solutions CEO Charles Phillips shared important insights and real-world examples of how services are transforming within technology providers―and disrupting the status quo. And it’s important to be aware of these trends, as they will come to impact all of our jobs at some point.

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Topics: cloud, technology services, data analytics, service delivery channels, SaaS (software-as-a-service)

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