For Department Leaders

Want to stay up to date on the latest industry trends and developments impacting the technology and services space? You’re in the right place.
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Enhancing Professional Services With AI

Discover key strategies for integrating AI into professional services operations to improve resource management, customer experiences, and gain a competitive edge. Learn how to embrace AI while effectively maintaining a human-centric approach.
Dave Young
October 8, 2024
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How to Increase Revenue Responsibility Within Customer Success

How to Increase Revenue Responsibility Within Customer Success

Should Customer Success own some portion of your company’s revenue? In this post, I’m going to share the reason why, and offer 3 tips you can use to get started.
Customer Success
For Department Leaders
Stephen Fulkerson
April 4, 2019
3 Plays to Creating a Premium Service Offering

3 Plays to Creating a Premium Service Offering

Learn three effective plays technology companies can use for creating premium service offering customers will find valuable.
Customer Growth and Renewal
For Department Leaders
Hal Stanley
February 28, 2019
Aligning Services, Customer Success, and Sales to Boost Revenue

Aligning Services, Customer Success, and Sales to Boost Revenue

How Service leaders can increase revenue through upsell and cross-sell with the Service and Customer Success resources they already have.
Customer Growth and Renewal
For Department Leaders
Jack Johnson
January 22, 2019
3 Steps to Aligning Your Professional Services Organization

3 Steps to Aligning Your Professional Services Organization

Learn how to align your professional services organization with your company objectives. The most common problems stem from misalignment
Professional Services
For Department Leaders
Bo DiMuccio
November 29, 2018
9 Ways to Transform Your Support Services Organization

9 Ways to Transform Your Support Services Organization

Transforming support services organizations. Nine areas customer support service organizations can transform in order to keep up with changing customer demands.
Support Services
For Department Leaders
Vele Galovski
August 21, 2018
4 Markers of a LAER Effective Company

4 Markers of a LAER Effective Company

Technology companies need to effectively follow the LAER model (Land, Adopt, Expand, and Renew) to retain and grow customers by way of facilitating customer outcomes.
Cross-Functional
For Department Leaders
Thomas Lah
June 28, 2018
Education Services Delivery Options You Should Explore

Education Services Delivery Options You Should Explore

Learn more about what education services is and which types of education services delivery options your organization can use to increase product adoption.
Education Services
For Department Leaders
Maria Manning-Chapman
February 8, 2018
Designing A Free-to-Fee Offer Strategy for Education Services

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
Maria Manning-Chapman
November 17, 2017
5 Phases of Customer Experience Strategy Maturity

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
Vele Galovski
October 12, 2017

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Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

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For Department Leaders

Want to stay up to date on the latest industry trends and developments impacting the technology and services space? You’re in the right place.

The Metrics That Matter: How AI Is Reshaping Sales in Tech

Discover how AI transforms tech sales in this insightful blog post based on the TSIA Podcast TECHtonic. Learn how verticalization, data-driven strategies, and digital-first sales approaches reshape sales models. Listen to the full podcast episode to gain actionable insights and stay competitive.
Thomas Lah
October 29, 2024

Enhancing Education Services with AI: How to Improve Content and User Experience

Discover how AI transforms education services with real-world insights from industry leaders like Blue Prism and SAP. Learn practical AI strategies to enhance content creation, improve user experience, and drive operational efficiency.
Education Services
For Department Leaders
Maria Manning-Chapman
October 2, 2024

Transforming Challenges into Success: A TSIA Member’s Journey With Braze

Discover how Braze, a leading customer engagement platform, overcame pricing and compliance challenges with the help of TSIA. Learn how leveraging TSIA's insights transformed their operations, enhanced pricing strategies, and drove business success.
Professional Services
For Department Leaders
TSIA
September 4, 2024

TSIA Takes: Gainsight on How to Redefine Customer Success

Explore key insights from the TECHtonic Podcast episode with Nick Mehta, CEO of Gainsight, and Thomas Lah, Executive Director of TSIA. Learn about the evolving role of Customer Success, integrating AI and strategic practices to enhance your customer success initiatives.
Customer Success
For Department Leaders
July 31, 2024

NPS versus KORE: Why the KORE Score Is the Future Metric of Customer Success

Discover why the KORE Score Framework reshapes customer success strategies and leaves NPS behind. Learn how this data-driven approach with precise metrics enhances retention, renewals, and brand awareness.
Customer Success
For Department Leaders
Stephen Fulkerson
July 3, 2024

Podcast: Unleashing the Power of AI in Educational Content Creation

Want to create engaging learning experiences faster? Explore the power of AI in educational content development. Uncover how companies like OpenText use AI to transform raw content into polished courses in a fraction of the time.
Education Services
For Department Leaders
Thomas Lah
June 26, 2024

The AI Revolution in Customer Support

If you’re ready to improve your customer support, keep reading to discover the power of AI.
Support Services
For Department Leaders
Vele Galovski
June 11, 2024

Operationalizing AI: A Strategic Guide for Department Leaders

As a department leader, you hold the key to bridging the gap between AI’s vast potential and its successful implementation in the real world.
Cross-Functional
For Department Leaders
TSIA
May 29, 2024

AI Adoption and Innovation: Top Takeaways from TSIA World INTERACT 2024

TSIA World INTERACT 2024 was designed to be more than just a conference—it was an immersive experience where AI’s potential was not just discussed but demonstrated.
Cross-Functional
For Department Leaders
TSIA
May 22, 2024

Unlocking AI’s Power in Managed Services: Insights from Logicalis on the TECHtonic Podcast

Are you interested in understanding how AI can revolutionize your business operations and competitive edge? In the latest episode of TSIA’s TECHtonic podcast, Justin Cawood, Vice President of Global Service Transformation at Logicalis, joins host Thomas Lah to unpack the transformative journey of implementing AI-driven solutions within the managed services space.
Managed Services
For Department Leaders
Thomas Lah
May 7, 2024

What Is the Fish Model?

Let’s explain what the SaaS fish model is and how you can negotiate your way through the fish as a SaaS business.
Cross-Functional
For Department Leaders
Thomas Lah
April 25, 2024

Transforming Field Services with AI-Driven Strategies

Throughout 2023, field service leaders faced many challenges influenced by economic uncertainties, the omnipresence of artificial intelligence (AI), and the day-to-day intricacies of overseeing essential organizations.
Field Services
For Department Leaders
Vele Galovski
April 12, 2024

TECHtonic Podcast: Customer Success and the Fight for Survival

Check out the latest episode of TECHtonic, the TSIA podcast. In this episode, you’ll learn all about recent trends in Customer Success from experts Thomas Lah and Stephen Fulkerson, TSIA’s VPs of Customer Success Research.
Customer Success
For Department Leaders
Thomas Lah
March 28, 2024

The State of Field Services 2024

Staying ahead of the curve is essential for business success in 2024. “The State of Field Services 2024” report delves into the crucial trends shaping the field services industry this year so that you have the insights you need to succeed.
Field Services
For Department Leaders
Vele Galovski
March 20, 2024

Busting Silos and Embracing Change

Let's dive into the key takeaways from TSIA's ENVISION 2023 conference, where industry experts explored how to dismantle silos, drive innovation, and thrive in an ever-changing landscape.
Cross-Functional
For Department Leaders
November 2, 2023

Thriving in the Future: Alignment in Professional Services

Aligning subscription offers with customer needs, metrics with business goals, and services and consulting portfolios with market demands.
Professional Services
For Department Leaders
Erin Horowitz
July 20, 2023

The Vital Role of Renewal Specialists in Driving Profitable Revenue Growth

The renewal specialist serves as a central point of contact for clients, vendors, and internal teams responsible for managing technology subscriptions. T
Customer Growth and Renewal
For Department Leaders
Jack Johnson
May 25, 2023

Customer Success and Product Management Collaboration

With the rise of recurring revenue models in B2B, comes the rise of customer success’ role in helping customers realize value from their technology purchases.
Offering Management
For Department Leaders
Hal Stanley
August 11, 2022

How Artificial Intelligence Impacts Customer Engagement

The customer experience guides the direction of many key performance indicators (KPIs).
Cross-Functional
For Department Leaders
Erin Horowitz
February 24, 2022

How to Improve the Customer Training and Learning Evaluation Process

Evaluation is the process of determining the value, character, or quality of something or someone. It is both an art and a science, and has long been a shortcoming of most customer training organizations.
Education Services
For Department Leaders
Maria Manning-Chapman
January 13, 2022

What Is Swarming Collaboration and Why Should I Use It?

Collaborative case swarming, or swarming collaboration, is a great way to improve the customer experience with support organizations.
Support Services
For Department Leaders
December 21, 2021

Connecting Service Offers to Tangible Customer Value

The responsibility for customer value realization has shifted rapidly toward technology providers, an effect accelerated by the shift to cloud-based technologies and outcome-based business models in B2C markets.
Offering Management
For Department Leaders
Hal Stanley
December 7, 2021

How to Grow Your Customer Base In House

Customer Growth is something that often gets ignored when it comes to strategy, but critical for growing revenue. Here are 5 best practices for in-house customer expansion.
Customer Growth and Renewal
For Department Leaders
Jack Johnson
September 30, 2021

Customer Success Is the Key to Digital Transformation

Let’s take a moment to understand the value the customer success data scientist brings in your journey for digital transformation.
Customer Success
For Department Leaders
Stephen Fulkerson
September 28, 2021

Better Incorporate Third-Party Providers in Field Services

Outsourcing field services to third-party providers is a hot topic that’s here to stay. Read this blog post for guidance on how to do more with less.
Field Services
For Department Leaders
Kevin Bowers
July 27, 2021

Digital Content Is Not Digital Transformation

Differentiating digital content from digital experience. Assessing digital transformation within the customer training organization.
Education Services
For Department Leaders
Maria Manning-Chapman
July 8, 2021

How to Improve Support Service Organizational Performance

When practice adoption and/or performance of metrics and results is less than the industry median values, member organizations experience many common challenges.
Support Services
For Department Leaders
Dave Baca
June 15, 2021

How To Improve Customer Success Manager Status Updates

Never read a meaningless Customer Success Manager update again with these steps that will empower your team to produce informative, actionable updates.
Customer Success
For Department Leaders
Stephen Fulkerson
November 10, 2020

Applying the LAER Model to Education Services

LAER is TSIA’s customer engagement model and it consists of four distinct groups of activities: Land, Adopt, Expand, and Renew.
Education Services
For Department Leaders
Maria Manning-Chapman
October 19, 2020

Product Management Collaboration Not Competition

Understand how collaboration between product management and service portfolio management allows tech companies to master the complete XaaS offer lifecycle.
Offering Management
For Department Leaders
Hal Stanley
September 17, 2020

Developing Vertical Capabilities to Drive Revenue Growth

Vertical revenue growth: Find out why technology sales leaders are changing their sales strategy to be more focused on customer outcomes.
CRO Council
For Department Leaders
Steve Frost
February 11, 2020

6 Top Elements of an Effective Employee Retention Program

Employee Retention Programs: 6 elements you need to have in your employee retention program in order to keep your top talent.
Support Services
For Department Leaders
Dave Baca
January 30, 2020

How to Build a Service Portfolio Management Function

Service portfolio optimizations: Learn how to build a service portfolio management function within your organization, starting with these 5 tips.
Customer Growth and Renewal
For Department Leaders
Hal Stanley
January 14, 2020

A Brief Guide to Customer Success

Customer success program basics: Get a quick guide to all things customer success, including what a customer success organization looks like.
Customer Success
For Department Leaders
Stephen Fulkerson
December 10, 2019

Increase Revenue Through a Segmented Renewal Sales Strategy

Renewal sales strategy recommendations for technology companies to drive more revenue through a segmented renewal strategy.
Customer Growth and Renewal
For Department Leaders
Jack Johnson
July 18, 2019

3 Tips for a Successful Professional Services Organization

Find out how successful professional services organizations are defending their existing product-focused business while adapting to industry trends.
Professional Services
For Department Leaders
Bo DiMuccio
July 10, 2019

Scaling B2B Customer Success Operations

Digital Customer Success: Six opportunities for scaling your B2B customer success organization. Technology, Partners, and more.
Customer Success
For Department Leaders
Stephen Fulkerson
May 16, 2019

How to Increase Revenue Responsibility Within Customer Success

Should Customer Success own some portion of your company’s revenue? In this post, I’m going to share the reason why, and offer 3 tips you can use to get started.
Customer Success
For Department Leaders
Stephen Fulkerson
April 4, 2019

3 Plays to Creating a Premium Service Offering

Learn three effective plays technology companies can use for creating premium service offering customers will find valuable.
Customer Growth and Renewal
For Department Leaders
Hal Stanley
February 28, 2019

Aligning Services, Customer Success, and Sales to Boost Revenue

How Service leaders can increase revenue through upsell and cross-sell with the Service and Customer Success resources they already have.
Customer Growth and Renewal
For Department Leaders
Jack Johnson
January 22, 2019

3 Steps to Aligning Your Professional Services Organization

Learn how to align your professional services organization with your company objectives. The most common problems stem from misalignment
Professional Services
For Department Leaders
Bo DiMuccio
November 29, 2018

9 Ways to Transform Your Support Services Organization

Transforming support services organizations. Nine areas customer support service organizations can transform in order to keep up with changing customer demands.
Support Services
For Department Leaders
Vele Galovski
August 21, 2018

4 Markers of a LAER Effective Company

Technology companies need to effectively follow the LAER model (Land, Adopt, Expand, and Renew) to retain and grow customers by way of facilitating customer outcomes.
Cross-Functional
For Department Leaders
Thomas Lah
June 28, 2018

Education Services Delivery Options You Should Explore

Learn more about what education services is and which types of education services delivery options your organization can use to increase product adoption.
Education Services
For Department Leaders
Maria Manning-Chapman
February 8, 2018

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
Maria Manning-Chapman
November 17, 2017

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
Vele Galovski
October 12, 2017

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
Maria Manning-Chapman
September 22, 2017

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
Stephen Fulkerson
September 15, 2017

Generating Cost-Effective B2B Opportunities Through Services

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.
Customer Growth and Renewal
For Department Leaders
Jack Johnson
August 15, 2017

The Customer Success Maturity Model in 4 Phases

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.
Customer Success
For Department Leaders
Stephen Fulkerson
June 13, 2017

Customer Success: 5 Frequently Asked Questions

5 frequently asked questions about customer success: What is customer success? Why is it important? How is it executed? When does it happen? Who makes it happen?
Customer Success
For Department Leaders
Stephen Fulkerson
February 10, 2017

5 Metrics to Measure Maintenance and Support Revenue Health

Learn how to assess the health of your existing maintenance and support contracts so that you can be better prepared to grow those revenues year over year.
Customer Growth and Renewal
For Department Leaders
Jack Johnson
December 1, 2016

7 Ways Education Services Fits into Customer Success

Including education services as part of your customer success strategy can further drive customer engagement, adoption, retention and renewal.
Education Services
For Department Leaders
Maria Manning-Chapman
November 8, 2016

3 Skills to Look for When Hiring a Customer Success Manager

Wondering what skills to look for when hiring a customer success manager for your technology organization? Discover TSIA's top 3 must-have skills here.
Customer Success
For Department Leaders
Stephen Fulkerson
August 31, 2016

3 Steps to Determining Your Customer Health Score

A properly calculated customer health score can predict customer churn and help you better align your customer success processes with customer outcomes.
Customer Success
For Department Leaders
Stephen Fulkerson
June 30, 2016

5 KPIs That Can Help You Reduce On-Site Support Costs

Learn 5 ways your field services organization can reduce on-site support costs based on a TSIA outcome chain built to solve this common business challenge.
Field Services
For Department Leaders
Vele Galovski
June 21, 2016

4 Critical Areas Support Organizations Need to Transform

Improve your customer support by focusing on customer experience rather than just CSAT, providing self-service, and modernizing your technology and processes.
Support Services
For Department Leaders
Vele Galovski
March 22, 2016

[Case Study] How Salesforce Monetizes Adoption Services

A case study of Salesforce's approach to monetizing support and adoption services through fee and premium support bundles.
Customer Growth and Renewal
For Department Leaders
Jack Johnson
January 28, 2016

3 Levels of Customer Adoption Explained

To unlock a customer's potential for contract renewal and expanded spending you must ensure they've effectively adopted your technology.
Cross-Functional
For Department Leaders
Stephen Fulkerson
January 14, 2016

7 Steps to Building a Managed Services Business

TSIA Seven Step Framework: Find out how to build a successful managed services business using these seven key steps. We discuss strategy, sales, and operations.
Managed Services
For Department Leaders
George Humphrey
December 9, 2015

The Education Services Adoption Playbook

2 Days of Insights: Here's a list of ways education services organizations can improve customer adoption of their products and services.
Education Services
For Department Leaders
Maria Manning-Chapman
December 8, 2015

Your Guide to Creating the Ultimate Customer Portal

I receive more questions about customer portals, i.e., the web self-service site, than just about anything else. It’s a topic that continues to be top of mind with TSIA members, even prompting quite a few discussions with Technology & Services World conference attendees about their customer portal journey, including some amazing results, and unfortunately, some political, technical and financial challenges. To gather some of these thoughts together and answer some common questions surrounding how your organization can go about creating the ultimate customer portal, I’ll be discussing some key tips and tricks covering design, function, and features.
Cross-Functional
For Department Leaders
John Ragsdale
December 1, 2015

How to Connect Your Service Offers to Business Value: Part 3

Use adoption services helps your customers achieve their desired outcomes with your technology, connecting your service offers to business value.
Customer Growth and Renewal
For Department Leaders
Hal Stanley
September 24, 2015

How to Structure Your Managed Services Organization

Learn more about the roles within an ideal managed services organizational structure and their key functions. Structuring a managed services organization.
Managed Services
For Department Leaders
George Humphrey
July 23, 2015

Customer Onboarding: What's Next?

So you've on-boarded your customer onto your product or service. What's next? Here's a look at how you can improve your customer on-boarding process.
Customer Success
For Department Leaders
Vele Galovski
July 14, 2015

How to Connect Your Service Offers to Business Value: Part 2

Improve your service revenue generation by finding out how your customers measure success to better help them achieve their business outcomes.
Customer Growth and Renewal
For Department Leaders
Hal Stanley
July 7, 2015

How to Connect Your Service Offers to Business Value: Part 1

In this three part blog series, you'll learn how to painlessly connect your service offers to business value in the emerging B4B climate.
Customer Growth and Renewal
For Department Leaders
Hal Stanley
January 9, 2015

Escalation vs. Collaborative/Swarming Support Models

Comparison of common escalation and collaborative/swarming support models: which is ultimately better for the customer experience?
Support Services
For Department Leaders
Vele Galovski
October 13, 2014

Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

Breaking Down the Barriers

The TSIA World ENVISION 2023 conference is around the corner, promising insights and new ideas. This year, at the ARIA Resort & Casino, from October 16-18, we're honing in on the theme: "Silo Busting for Profits and Growth.
Steve Frost
November 30, 2023

Want our latest trends and blog insights delivered straight to your inbox?

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I’m interested in content for:
Thank you for your submission
Oops! Something went wrong while submitting the form.
By supplying my contact information, I authorize TSIA to contact me. Learn more or opt out.