Designing A Free-to-Fee Offer Strategy for Education Services

Posted by Maria Manning-Chapman on 11/7/17 5:00 AM

Getting your foot in the door of a prospective education services (ES) customer is often as simple as offering a free sample of the value you can bring to their organization. But, free offers shouldn’t just be given away without a strategy. While a free strategy is most commonly employed with new customers, free offers can be sprinkled throughout the customer lifecycle. In this post, I’m going to share some best practices to keep in mind when developing your free-to-fee strategy. 

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Topics: education services, training, expand selling, free offers

3 Service Lines That Can Benefit from Partnering with Education Services

Posted by Maria Manning-Chapman on 4/27/17 5:00 AM

Convergence, what does it mean? In the literal sense, convergence is when two, or more, things come together and unite in a common interest or focus. Why are service lines and other internal organizations considering convergence, and why now? The short answer is: recurring revenue models (think subscriptions). Recurring revenue models require companies to think differently than they have in the past, with particular focus on driving product adoption, subscription renewal rates, and expansion of the company footprint in each account.

This shift of focus requires organizations that have functioned independently in the past to come together to ensure the success of the customer. A step in the convergence direction begins with partnership, and there are three organizations with whom education services should consider partnering: customer success, professional services and support services. 

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Topics: customer success, education services, support services, professional services, training, LaaS (learning-as-a-service), TSIA Organizational Convergence Series, convergence

Are You Providing Regular Soft Skills Training?

Posted by Kari Dodge on 1/5/17 5:00 AM

Even if they have years of experience, your support staff needs to be trained on their soft skills on a regular basis. The expectations of today's customers are constantly changing, and what made them happy last year won't necessarily cut it this year. It's up to your staff to stay current and be ready to deliver the highest level of customer satisfaction in this highly competitive climate. In this post, I'll share how you can make sure your support services team can stay on top of the latest support techniques to continue delighting your customers.

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Topics: support services, customer satisfaction, training, customer support, TSIA Strategic Services, soft skills, support staff excellence

7 Ways Education Services Fits into Customer Success

Posted by Maria Manning-Chapman on 11/8/16 5:00 AM

As more traditional businesses migrate to the cloud, they are quickly discovering what companies who were “born-in-the-cloud" have known for a while: you have to manage customer engagement to drive adoption, retention, and renewal. It's these three elements that led to the inception and growth of the customer success concept, but what exactly is customer success and what role can other service lines play in its execution? At TSIA, this is a question that is top of mind for many of our members. To provide some insight on how customer success relates to my specific area of research, education services, I'd like to provide an overview of the primary responsibilities of customer success and 7 ways education services can contribute to these activities.

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Topics: adoption services, customer success, education services, training, customer adoption, LAER, customer health score

5 Reasons To Invest in Training for Your Service Team

Posted by Jodi Beuder on 10/30/14 6:30 AM

It’s tough to get much return on investment (ROI), these days, so the recommendation to invest in customer service is often met with “Yes, I know we should, but…” And then there are the excuses “too expensive”, “not in the budget” or “the money is better spent elsewhere”. So why invest in training? By definition, “invest” means to put valuable resources into something you expect will give a personal or financial gain; to spend or devote for future advantage or benefit. So let’s look at how and why an investment in your customer and technical service team can pay off.

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Topics: return on investment (ROI), training, customer service, TSIA Partners

Leveraging Your Consultants to Capture Untapped Revenue Potential

Posted by Kyle Andrews on 9/27/13 8:26 AM

For good reason, using services delivery resources to extend the sales reach is a strategy employed by many companies. But in doing so, there are challenges to be considered. Utilizing a framework for creating and enabling the high-value sales force will help ensure that all bases are covered.

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Topics: consulting, revenue growth, professional services, training, sales

Five Things That Are Changing Software Education

Posted by Suzanne Hite on 8/1/13 8:40 AM

TSIA’'s Maria Manning-Chapman was recently featured in a great new HP Software Education blog article. We thought we would share this with our readers as well. It’'s a spot-on discussion regarding five key trends that shaping the way IT education is delivered.

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Topics: mobile learning, education services, training

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