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The Art and Science of IT Capacity Planning: Best Practices
What is resource capacity planning and why is it important? Discover the latest best practices in capacity planning here, including process and strategy!
Professional Services
For executives
Changing Customer Engagement Models
Customer engagement models will need to evolve to better support subscription business models in the technology and services industry. Read more here.
Cross-Functional
For executives
Designing A Free-to-Fee Offer Strategy for Education Services
Get paid to train your customers. How to build a strategy to move your customer training program from free to fee-based.
Education Services
For Department Leaders
5 Phases of Customer Experience Strategy Maturity
Improving your business' customer experience means having a solid customer experience model in place. Learn the 5 phases of strategy maturity.
Support Services
For Department Leaders
Managed Services and the MSP Customer Journey
Because managed services runs some or all of a company's infrastructure and/or applications, this function plays a critical role in the MSP customer journey.
Managed Services
For managers
Managed Services as an Organizational Orchestra
Like an orchestra, managed services requires many functions within an organization to work together in order to run some or all of a company's infrastructure.
Managed Services
For executives
3 Ways Education Services Can Advance the Customer Journey
Compared to other service lines, education services is in the best position to advance the adoption, engagement, and partnership stages in the customer journey.
Education Services
For Department Leaders
How Customer Journey Mapping Improves the Customer Experience
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.
Customer Success
For Department Leaders
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