| Title & Authors | | Publication Date | | Functional Areas | | Download |
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SaaS Technology Enables Customer Intelligence for the Services Industry
Guy Gauvin, Executive Vice President, Global Services - Taleo
Click to view summary | | October 2011 | | Services, Technology, Software | |  |
Guy Gauvin, Executive Vice President, Global Services - Taleo
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services, Technology, Software Keywords: Services, SaaS, SaaS Model, Cloud Computing, Cloud Service Offerings, Customer, Customer Intelligence, Infrastructure, enterprise services, Software-as-a-Service Guy Gauvin will share challenges, insights, and experience from more than a decade of building and managing global consulting, support, training, and other key service areas for Taleo.
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The Impacts of Video on Service's Future
John Ragsdale, VP of Technology Research - TSIA
Click to view summary | | October 2011 | | Services, Strategy, Service Delivery | | |
Expert Panel Discussion John Ragsdale, VP of Technology Research - TSIA
October 2011 Service Disciplines: Education Services, Field Services, Support Services Functional Areas: Services, Strategy, Service Delivery Keywords: Services, Service delivery, Video Assisted Maintenance, Knowledge Management, education, Customer Support Video has already started revolutionizing the way companies train and support customers, but so far we've only touched the tip of the iceberg. In this lively panel discussion, learn about the three primary areas of service being impacted by video, now and in the future: knowledge management, training and education, and one-on-one interactions. Join John Ragsdale, TSIA's VP of Technology Research, along with expert panelists from Yahoo, Salesforce.com, and The Verghis Group, to understand how video is already being leveraged today by innovative firms, and how video will continue to drive change in service and support in the years to come.
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Changes for Service: The Impact of Changing Business Models on Service and Finance
Jack Singer, Advisory Director - PwC
Jasmin Young, Advisory Director - PwC
Click to view summary | | October 2011 | | Services, Finance | | |
Jack Singer, Advisory Director - PwC
Jasmin Young, Advisory Director - PwC
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services, Finance Keywords: Business Model, Services, finance management, Finance, Pricing, Cloud Computing, Cloud Service Offerings, Revenue, Revenue Recognition, Margin, Cloudprem, on-premise offerings Mobile computing, the consumerization of technology, and the adoption of cloud technologies are reshaping software providers' strategies in design, delivery channels, and in the economics of software licensing. Enterprises need to adapt their business models and operations to meet the enhanced expectations of the Digital Consumer and ecosystem. The new business models affect every facet of the enterprise. With new XaaS subscription models, what do the accompanying financial models look like?
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The Price is Right: Winning at the Pricing Game
Maria Manning Chapman, Senior Research Director, Education Services - TSIA
Click to view summary | | October 2011 | | Services, Sales, Marketing | | |
Maria Manning Chapman, Senior Research Director, Education Services - TSIA
October 2011 Service Disciplines: Education Services Functional Areas: Services, Sales, Marketing Keywords: Pricing, Education Services, Education Marketing, Education Sales, Global pricing Too low, too high, how do you know if the price is right? Based on research gleaned from TSIA’s Education Services Global Pricing Survey, this session provides an overview of common pricing practices and policies, average list and realized pricing for the most common education services offerings, comparative information on customer versus partner pricing and a high-level view of pricing in emerging markets. So “come on down†to this informative session and see how you fair in the pricing game.
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The New Realities of Social: A Guide for Tech Services
Shawn Santos, Director, Community & Social Media Programs - TSIA
Click to view summary | | October 2011 | | Services | | |
TSIA Research Uncovers Leading Trends & Best Practices Shawn Santos, Director, Community & Social Media Programs - TSIA
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services Keywords: Social Media, Technology, Services, Social Media Trends, Social Media Best Practices, Strategy, Education Services, Field Service, Professional Services, Support Services We’ll unveil data and trends from the 2011 - 2012 TSIA Social Media Survey and the most illuminating case studies that demonstrate exactly how companies are leveraging social media, and uncover which strategies, tools and processes are being used most successfully by today’s services organizations. This session dismantles the hype surrounding social media and explores real-world examples of how technology companies are successfully using social media in services. We’ll delve into newly released data on channel adoption, operational best practices, attracting participation, integration with corporate infrastructure and processes, ROI, and building an effective social media strategy.
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Best Practices in e-Learning Retention Rates
Peter Broderick, Vice President, Educational Service & Service Business Development - Kronos
LeAnne Gaudio, Manager, Education Operations and Programs - Kronos
Click to view summary | | October 2011 | | Services, Operations | | |
The Four Year Journey of Knowledge Pass® Peter Broderick, Vice President, Educational Service & Service Business Development - Kronos
LeAnne Gaudio, Manager, Education Operations and Programs - Kronos
October 2011 Service Disciplines: Education Services Functional Areas: Services, Operations Keywords: Best Practices, e-learning, Retention, subscriptions, Education Services, education, Virtual classroom, classroom, on-site learning Kronos, Incorporated launched the Knowledge Pass e-Learning portal four years ago with a few pieces of instructor-led content, such as simulations and job aides, and a vision for the future. Today, Knowledge Pass is a strong contributor to our education revenue model and the center piece of our portfolio. Come follow our journey from idea creation to implementation. Hear about the initial rocky road of adoption by sales and customers, the challenges of finding the right value proposition to ensure e-Learning subscription renewal and the quest for fulfilling the vision, as we continue the journey. We'll discuss how to integrate e-Learning subscription renewals into the software maintenance renewal process, how key content decisions can have a dramatic impact on attach rates, but can sometimes complicate e-Learning subscription renewal, as well as how a small team of focused renewal specialists can strongly influence e-Learning renewal rates.
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Consumption Economics The New Rules of Tech
J.B. Wood, President & CEO - TSIA
Thomas Lah, Executive Director - TSIA
Todd Hewlin, Managing Director - TCG Advisors
Click to view summary | | October 2011 | | Operations, Strategy, Sales, Partner Management, Support, Services | | |
Conference Keynote Presentation J.B. Wood, President & CEO - TSIA
Thomas Lah, Executive Director - TSIA
Todd Hewlin, Managing Director - TCG Advisors
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Operations, Strategy, Sales, Partner Management, Support, Services Keywords: Consumption , Consumption Gap, Consumption Economics, Technology, Services, Complexity, Complexity Avalanche Consumption Economics will help you re-imagine how to profitably build, sell, and deliver products in the age of the cloud. It is certain to revolutionize everyone's notion of what serving a customer could mean.
For the first time, the tools are on the table to truly eliminate barriers of cost and complexity created by the last generation of tech. Consumption Economics is the owner's manual for tech company executives who want to drive their company successfully into the next one.
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Consumption Economics Today
Thomas Lah, Executive Director - TSIA
Click to view summary | | October 2011 | | Operations, Strategy, Sales, Partner Management, Support, Services | | |
Thomas Lah, Executive Director - TSIA
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Operations, Strategy, Sales, Partner Management, Support, Services Keywords: Consumption , Consumption Gap, Consumption Economics, Technology, Services, Complexity, Business Model, Economics, Revenue Executive Director Thomas Lah will discuss the impact of “Consumption Economics†in the near term. How can we expect the business models of technology companies to start changing in the next few years? What tactics can service organizations begin pursuing today to help their companies thrive in the new rules of tech?
Leveraging a combination of public data and benchmark data TSIA has been trending for over five years, Thomas will map the current state and projected future state of the technology company business model. Will the business models of the historical super stars of the tech industry survive the impact of consumption economics? Thomas will present the data. You can decide.
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From Services to Customer Trust and Loyalty
Maria Martinez, Global Executive Vice President, Customers for Life - salesforce.com
Click to view summary | | October 2011 | | Technology, Operations, Services | | |
Future Proofing Your Business for the Cloud and for Social Maria Martinez, Global Executive Vice President, Customers for Life - salesforce.com
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Technology, Operations, Services Keywords: Technology, Cloud Computing, Cloud Service Offerings, Services A decade ago, Salesforce.com helped transform the enterprise application industry towards what is now ubiquitously known as Cloud Computing. Today, Salesforce.com is leading companies to leverage the power of the cloud to become social, mobile, and open and to establish the Social Enterprise.
The presentation will cover topics including their current services strategy, priorities, tactics and executive metrics, operational metrics, as well as customer stories to illustrate how our services help customers succeed and grow with Salesforce.com.
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Agents, Answers & Taxes, an Intuit Case Study
Chris Hall, VP, Product Marketing - InQuira
Jody Weir, Knowledge Management Product and Program Manager - Intuit
Patsy Nations, Group Manager, Consumer Group Knowledge Management - Intuit
Click to view summary | | May 2011 | | Services, Technology, Finance | | |
Centralized Knowledge - Better, Faster Answers for Customers Chris Hall, VP, Product Marketing - InQuira
Jody Weir, Knowledge Management Product and Program Manager - Intuit
Patsy Nations, Group Manager, Consumer Group Knowledge Management - Intuit
May 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services, Technology, Finance Keywords: Services, Process Governance, Web Collaboration, community, Knowledge Management, Consumer, Customer Support, Knowledgebase, Knoweldge Community, TurboTax With large successful brands like TurboTax, ProSeries, QuickBooks, Point-of-Sale, and GoConnect, providing fast, accurate and consistent answers to customers is a daunting challenge. Like many large companies Intuit needed to consolidate dozens of legacy knowledge base tools and move to a centralized knowledge platform to meet this challenge. Learn how Intuit broke down organizational silos and consolidated on a single enterprise knowledge platform from InQuira to service 5,000 agents and over 26 million customers in just 6 months.
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