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We’re excited about our upcoming Technology Services World conference this fall in Las Vegas. This year’s theme is the Art and Science of the Customer Journey, and within my area of research, customer success, many attendees will realize this theme is definitely in our wheelhouse. As part of the customer journey, we usually see two bigger phases of customer success maturity. The first is when we observe a group of professionals working across a company on projects and initiatives that improve the customer’s experience, which we refer to as the “thematic” view of customer success. The second is an organization that has one or more of three common charters of customer success: adoption, retention, and expansion. Regardless of maturity of your customer success and customer experience initiatives, being able to improve your customer’s experience should be a top priority for these teams.

Find out where professional services fit into your overall customer journey and how your professional services team can overcome challenges with finding that role.

Learn how capturing the right data can help you optimize your customer journey map and provide your customers with a dynamic and individualized user experience.

Why you should have a dedicated Sales team for selling professional services, from key benefits to industry data on the positive impact to revenue growth.

Your Sales team can get new opportunities for just under $7 per lead from an already-existing lead-generation resource within your company: your Services teams.

Find answers to the question what is managed services? and learn about the different types of managed service offers your company can be providing.

In TSIA's definition, managed services is the practice of outsourcing day-to-day technology management responsibilities to a third party as a strategic method for improving operations and accelerating a return on their technology investment, but the truth is, “managed services” is an umbrella term for a variety of different kinds of offers.

A customer success maturity model can help you find out how developed your current customer success function is and identify which capabilities still need to be established.

Every once in a while, a perfect storm hits a market. Usually it’s when a new trend or concept appeals simultaneously to both customers and suppliers. When that serendipity strikes, even long-standing models are forever transformed. That is what’s going on today in tech sectors, from IT, to industrial equipment, to transportation, to healthcare. Subscription-based offers are eating their old transaction-based siblings at a breathtaking rate. In my infographic, “Navigating the Digital Transformation Journey,” I outlined 6 key steps to thriving in this changing market. Today, I’m going to talk about the most fundamental underpinning of the new subscription economy and the first step on this journey, “Customer Use Cases,” or in other words, why customers love it!