4 Phases of Becoming LAER Efficient, Summarized

Posted by Thomas Lah on 4/10/18 5:00 AM

TSIA’s LAER model is a framework that breaks the supplier’s perspective of the traditional customer engagement journey into four distinct phases: Land, Adopt, Expand, and Renew. As more companies begin to make the pivot to managing annual recurring revenue streams, there’s an industry-wide increase in the creation of LAER initiatives in order to follow a customer engagement plan that works with a subscription-based business model. I recently wrote an upcoming paper for TSIA members called, “4 Phases of Becoming LAER Efficient” that aims to help them assess where they are in efforts to creating a customer engagement model that cost-effectively works with customers in each of the four phases of LAER. Here’s a quick look at those four phases that can help you start thinking about where your company is in this process and where you need to be.

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Topics: renewal, customer adoption, expand selling, LAER, TSIA Research, contract renewal

Upcoming TSIA Webinars: April 2018

Posted by Nicole Dornsife on 4/6/18 5:00 AM

Stay on top of the latest best practices for growing and advancing your business with these upcoming TSIA webinars! Hear directly from our research team and partner community about topics relevant to your business, whether you’re looking to solve a specific challenge or just want to stay current on industry trends. Here is a list of webinars we have coming up on the calendar that you can still register for, as well as a look at past webinars you can watch on-demand.
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Topics: webinars, TSIA Research, TSIA Partners

3 Ways to Get the Most from Your TSIA Membership

Posted by Jasmine Pilar on 1/18/18 8:46 AM

TSIA has the world’s largest vault of board-ready data insight in the technology and services industry. But, with the busy schedule of the average service executive, it’s up to our dedicated Member Success team to ensure that our members are absorbing the most relevant content they need to solve their top business challenges, from research reports, business frameworks, quick tools, and more. The relationship between TSIA and our members is founded on open communication and trust, and aims to deliver the results-driven, customized attention that is the core mission of our Member Success team. Here’s a glimpse into how that relationship works, from member onboarding, developing customized success plans, and engaging our large community of services professionals to ensure your tech organization gets the results you want, even faster.

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Topics: customer success, TSIA Research, member success, customer success manager

TSIA’s 5th Annual Knowledge Management Survey is Now Open!

Posted by John Ragsdale on 8/3/17 5:00 AM

In my role as TSIA’s technology research analyst, I cover 42 different technologies across our 8 areas of research. But when you look at the inquiries I receive from members, over half are related to knowledge management, self-service, and improving collaboration with both employees and customers. Spending on knowledge management is very high as well, with 68% of support services members planning additional investments in the next 1-2 years. To better understand emerging trends and pacesetter practices, each year I conduct a knowledge management survey.

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Topics: knowledge management, TSIA Survey, self-service support, TSIA Research, Open TSIA Surveys

Catch Up on Top Technology Spending Trends for 2017 [SlideShare]

Posted by Nicole Dornsife on 7/11/17 5:00 AM

TSIA’s annual Technology Spending reports closely examine technology and services trends that are making the biggest impact on businesses across the industry. View this SlideShare to get 3 highlights from all 8 of these reports, which cover our research areas of Customer Success, Education Services, Expand Selling, Field Services, Managed Services, Professional Services, Service Revenue Generation, and Support Services.

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Topics: customer success, education services, managed services, support services, service revenue generation, professional services, field services, expand selling, slideshare, TSIA Research

3 Technology and Services Industry Trends for Profitable Growth [SlideShare]

Posted by Thomas Lah on 5/18/17 5:00 AM

For over a decade, TSIA has closely tracked the product and service revenue as well as the profit trends of 50 of the largest technology solutions providers in the world through our Technology & Services 50 index. This valuable information, which we aggregate from publicly reported data from a diverse list of hardware, software, and pure service companies, allows us to get an accurate view of the performance and overall state of the industry. This quarter, we’ve observed some key trends that are clearly pointing to an increasing reliance on both service revenues and profits to sustain the health and growth of most technology product companies. This SlideShare highlights 3 of these trends that can help you stay on the right path to profitable growth.

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Topics: Technology and Services 50, slideshare, TSIA Research

Meet with TSIA Experts at 5 Upcoming Technology Industry Events

Posted by Technology Services Industry Association on 2/21/17 5:00 AM

Whenever a new trend emerges in the world of technology and services, TSIA is already on the front lines developing new research, frameworks, and expertise around what that trend can mean for your business and the future of our industry. To share some of their latest findings in the areas of customer success, field services, smart services and the Internet of Things (IoT), and recurring revenue, TSIA executives will be attending several upcoming conferences and speaking engagements, including: 2017 Customer Success Summit – Presented by Totango, TSIA International Field Services Summit, Executive Symposium, Technology Services World, and Gainsight Pulse 2017. 

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Topics: customer success, XaaS (x-as-a-service), field services, internet of things (IoT), summit, Technology Services World Conference, TSIA Research, smart services, speaking engagements

Participate in TSIA Research! Currently Open Surveys

Posted by Technology Services Industry Association on 2/17/17 5:00 AM

In order to keep providing the latest in fact-based insight your company can use to elevate your success, TSIA conducts dozens of custom surveys that collect detailed data on the most current industry performance metrics and best practices. From in-depth market rate studies, to questionnaires on common practices related to reporting structures for service lines of business, our surveys shed light on what's really happening in the industry, how to address common challenges, and spot up-and-coming trends. Here is a list of both the public and members-only surveys that we currently have running, how the data collected will be used to benefit technology and services organizations like yours, and how your company can contribute to this important research. 

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Topics: customer success, support services, professional services, TSIA Survey, TSIA Research, service technology, Open TSIA Surveys

Learn About Smart Services and IoT from TSIA in Switzerland!

Posted by Technology Services Industry Association on 1/19/17 5:00 AM

As the rise of smart, connected products continues to influence how today’s businesses are run, it’s imperative to understand exactly how smart services and the Internet of Things (IoT) are impacting your business and the technology and services industry as a whole. To answer common questions on this topic and offer a forum for constructive discussion, TSIA will be hosting a one-day Field Services summit called, “Transforming Your Field Service Organization with Smart Services and the Internet of Things” in Basel, Switzerland this March. 

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Topics: field services, internet of things (IoT), summit, TSIA Research, TSIA Strategic Services, smart services

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

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