How well is your organization performing compared to your peers and industry leaders? Do you know where to focus your efforts for the most significant impact?
If you want answers to those questions, meet TSIA’s Performance Optimizer—a groundbreaking benchmarking tool designed to help you measure, diagnose, prescribe, and transform your business performance.
Smart Tip: Embrace Data-Driven Decision Making
Making smart, informed decisions is more crucial than ever. Leveraging TSIA’s in-depth insights and data-driven frameworks can help you navigate industry shifts confidently. Remember, in a world driven by artificial intelligence and digital transformation, the key to sustained success lies in making strategic decisions informed by reliable data, ensuring your role as a leader in your industry.
What Is the TSIA Performance Optimizer?
The TSIA Performance Optimizer is a digital platform that goes beyond traditional benchmarking. It empowers you with actionable insights to pinpoint your organization’s strengths and weaknesses, prioritize improvement initiatives, and align your strategies with industry best practices. Whether you're in support services, professional services, customer success, or beyond, the Performance Optimizer is your key to making data-driven decisions that drive results.
Key Features of the TSIA Performance Optimizer
Here’s what sets the Performance Optimizer apart:
- Benchmarking excellence: Compare your performance against the most relevant industry peers based on over 20 years of TSIA’s proven benchmarking methodologies.
- Triple-verified data: Trust that your benchmarking results are accurate, complete, and reliable—ensuring you make smart, data-backed decisions.
- Tailored recommendations: Receive customized action plans designed to address your specific challenges and opportunities.
- Collaborative and flexible process: Empower your team to contribute and work together seamlessly in the TSIA Portal.
Tailored insights across the following TSIA Research Areas:
Customer Success
Uncover gaps in your Customer Success metrics, and turn them into growth opportunities by addressing key performance drivers.
- Churn rate: Benchmark your churn rates to identify retention gaps, set goals, and improve customer loyalty.
- Corporate NPS: Measure NPS to assess your initiative success, improve customer satisfaction, and boost loyalty.
- Digital Touch Accounts: Optimize your digital touch accounts to reduce waste and improve productivity.
- Dollar Expansion Rate: Compare expansion rates to find growth opportunities and outpace your competitors.
Customer Growth and Renewal
Optimize expansion, improve customer renewal, and maximize customer growth performance with TSIA’s industry-leading benchmarking.
- Contract renewal rate: Measure renewal performance to identify gaps and boost contract retention.
- Customer expansion rate: Track expansion to uncover growth opportunities and improve customer value.
- Net dollar renewal rate: Pinpoint inefficiencies to optimize revenue retention and drive profitability.
- On-time renewal rates: Benchmark renewal efficiency to align with industry standards and reduce costs.
Education Services
Drive better content consumption, optimize impact, and enhance your strategies with TSIA’s industry-leading benchmarking.
- Content development time spent: Benchmark your development time to streamline processes and focus on impactful content creation.
- Gross profit margin: Evaluate your margins to ensure initiatives are driving profitability and delivering desired results.
- Install base penetration rate: Track penetration rates to uncover growth potential and maximize efficiency.
- Learner time on platform: Enhance your learner experience and stay ahead of industry trends.
Field Services
Improve first-time fix rates, increase field efficiency, evolve talent, and decrease costs with TSIA’s industry-leading benchmarking:
- Average revenue growth rates: Benchmark your revenue growth to identify trends and accelerate performance.
- First visit on-site resolution rate: Measure first-visit success to improve efficiency and your customer outcomes.
- On-site customer satisfaction: Track satisfaction metrics to address inefficiencies and boost client loyalty.
- On-site labor cost & utilization: Compare labor metrics to optimize costs and maximize your workforce efficiency.
Managed Services
Optimize offer design, improve sales capabilities, evolve delivery operations, and drive profitable growth with TSIA’s industry-leading benchmarking.
- Client onboarding time: Benchmark your onboarding efficiency to streamline processes and improve client satisfaction.
- New offer days-to-market: Track your time-to-market to evaluate initiative effectiveness and drive innovation.
- Proactive incident detection: Measure your detection rates to reduce inefficiencies and prevent reactive incident management.
- Recurring revenue growth and sales deal time: Compare and evaluate sales metrics to accelerate revenue growth and optimize deal cycles.
Professional Services
Improve margins, optimize resources, modernize operations, and increase project success with TSIA’s industry-leading benchmarking.
- Attach rates: Benchmark attach rates to uncover gaps and maximize cross-sell and upsell opportunities.
- Billable utilization: Measure utilization to evaluate efficiency and drive the impact of new initiatives.
- Net operating income (NOI): Identify inefficiencies to improve profitability and boost net income.
- Repeatable revenues: Track repeatable revenue metrics to align with industry trends and ensure sustainable growth.
Support Services
Modernize delivery operations, improve resolution times, and customer satisfaction with TSIA’s industry-leading benchmarking.
- Cost per incident: Benchmark your CPI to identify inefficiencies, control costs, and optimize support operations.
- Gross profit margin: Measure your margins to evaluate the impact of initiatives and improve profitability.
- Incident resolution time: Track your resolution time to boost efficiency and enhance customer satisfaction.
- Self-service success rate: Refine your self-service options and align with customer needs.
How Does the TSIA Performance Optimizer Work?
Getting started with the Performance Optimizer is simple and designed to fit your schedule. Here’s what the process looks like:
Step 1: Initiate and Align
- Join a kickoff meeting (optional) to align expectations and introduce your team to the TSIA platform.
- Add stakeholders to your Benchmark Team and get everyone ready to contribute.
Step 2: Gather and Input Data
- Collect and input data directly into the TSIA Portal at your own pace.
- Collaborate with team members in real time to avoid duplication or overwriting answers.
Step 3: Validate and Refine
- TSIA research analysts meticulously validate your data to ensure accuracy and completeness.
- Collaborate with your TSIA team to address discrepancies and finalize your benchmark responses.
Step 4: Assess and Plan
- Access your results in the TSIA Portal, where your benchmarking insights are ready for review.
- Attend a detailed results presentation led by a TSIA research executive to receive in-depth analysis and actionable recommendations.
Why Use the TSIA Performance Optimizer?
The Performance Optimizer isn’t just a benchmarking tool—it’s a strategic resource that helps you turn insights into action. Here’s what you gain:
- Clarity on your performance: Understand precisely where you stand compared to industry standards and peers.
- Actionable insights: Pinpoint areas for improvement and adopt best practices that drive growth.
- Strategic guidance: Receive expert recommendations to help your team prioritize initiatives and optimize resource allocation.
Here’s what some TSIA members have said about their benchmarking experience:
“TSIA gave us not only breadth but also necessary depth and industry benchmark information to enhance our services strategy and, in some cases, even change our trajectory!” — Global Subscription Services Lead, Dell Technologies.
“The benchmarking service really allows us to honestly assess our performance and pinpoint the top focus areas to take our offerings to the next level.” — VP, Success Operations, AVEVA Software, LLC.
Ready To Benchmark Your Business for Free?
Are you curious about how your organization stacks up? The TSIA Performance Optimizer offers you a free initial assessment with just 10 quick questions. You’ll receive expert recommendations and an actionable plan to kick-start your performance improvement journey.
Your Key Takeaways
- Understand your performance: The TSIA Performance Optimizer allows you to benchmark your organization against industry peers, clearly showing where you stand and where to improve.
- Turn insights Into action: With tailored recommendations and actionable plans, you can address specific challenges, prioritize initiatives, and optimize resource allocation for maximum impact.
- Leverage expert guidance: Backed by TSIA’s proven methodologies and deep industry knowledge, the Performance Optimizer equips you with reliable data and expert insights to drive smarter, data-informed decisions.
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