EDUCATION SERVICES RESEARCH TOPICS
The TSIA Research team is committed to maintaining content on a list of topics that are important to our Education Services members. Here are the Education Services topics that TSIA is pursuing in 2012:
|
TOPIC |
DESCRIPTION |
|
Analytics Everywhere |
A key concept in Consumption Economics is leveraging analytic platforms to mine customer data and interactions for business insight. |
|
Benchmarking Technology Services |
Development of general concepts and unique TSIA approach to benchmarking technology services. Emphasis on the practice business application of benchmarking. |
|
Best Practices in Content Development |
Multigenerational considerations, multicultural/localization aspects, community-based tools, processes, and practices. |
|
Business Model for Emerging Markets |
Incident management, entitlement, enterprise integration |
|
Consumption Analytics |
The discipline of analyzing actual customer usage data to create new service offerings and sales opportunities. |
|
Customer Management Technology |
Tools for customer management, including incident or case tracking and customer relationship management (CRM) software. |
|
Customer Satisfaction |
Establishing customer sat process. Optimizing customer sat process. |
|
Customer Satisfaction/Enterprise Feedback Management |
Customer satisfaction and loyalty tracking, sometimes part of a larger Enterprise Feedback Management program. |
|
Economic Impact of ES |
How ES offerings impact account revenue and success. |
|
Enterprise Knowledge/Content Management |
Tools and processes for capturing, sharing, and retrieving tacit and problem-resolution data. |
|
Enterprise/Intelligent Search |
Search technology that leverages linguistic analysis to better understand customer questions, and the ability to reach content stored in any system to retrieve results. |
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ES and Mobile/Social Platforms |
How ES offerings are being delivered through mobile and social platforms. |
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ES Bundling |
How are companies bundling ES offerings with other service offerings. |
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ES Channel Strategy |
The role of partners in selling and delivering ES offerings. |
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ES in Emerging Markets |
The business model for education services in emerging markets such as China, India, etc. |
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ES Metrics |
What are the key metrics ES organizations use to manage the business? |
|
ES Pricing Models |
How ES organizations are pricing their service offerings. |
|
Learning Management Systems/Learning Content Development |
Technology used to create and distribute learning modules to customers or employees. |
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Leveraging E-Learning |
Migrating from macro training to micro training. |
|
Mobile and Video in Service |
New technology and processes enabled by new mobile and video capabilities offer dramatic improvements to productivity and operational costs. |
|
New Major Markets |
Delivering services in new major markets such as India, China, and Brazil. |
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Online Communities/Discussion Forums |
Online communities for customers and employees. |
|
Organizational Design |
How service organizations are structured. |
|
Professional Services Automation (PSA) |
Platform used to manage consulting projects and resources. |
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Revenue Recognition |
Changes in revenue recognition rules. |
|
Service Business Model |
Tracking and benchmarking margins and investment levels for a service line. |
|
Service Revenue Generation |
Attaching services. Minimizing discounting. |
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Subscription Pricing for Education Services |
How education service organizations can implement subscription-based pricing models. |
|
The ES Business Model |
Industry averages and trends in ES financial business models. |
|
The ES Sales Model |
The sales models used by embedded ES organizations. |
|
Vertical Go-to-Market |
Restructuring the company to take products and services to market by vertical industry. |
Click here to read more about TSIA’s 2012 Research Agenda and the industry trends that are impacting technology services.