On-Demand Webcasts

Since 2005, TSIA has been tracking--in our widely-followed Service 50 index--service revenue and profit trends in the technology industry. And the trends have very clearly pointed to an increasing reliance on both service revenues and profits to sustain the health and growth of technology product companies.

Listen as Thomas Lah identifies the latest observations and trends for the technology services industry. Key areas he will cover include:

• Overall revenue and profit trends for technology companies
• Service revenue and margin trends
• How business models for hardware and software companies are shifting

TSIA aggregates the financial performance of these fifty companies each quarter from the public record. We identify service revenue and profitability trends, and provide critical observations based on the current quarterly update of 50 of the largest global providers of technology services.

Today, with TSIA data showing a field service visit costs nearly $800, organizations aren't interested in increasing the size of their mobile workforce, but would rather leverage technology to maximize the utilization of their existing workforce. But where do you begin? There are so many aspects of field operations that need to be considered, how do you ensure that you are on the right path? What are the key trends in the mobile field service market and how might it affect your organization? What are companies doing to improve technician efficiency and drive service revenues?

Join us for an interactive webcast to hear John Ragsdale, VP of technology research at Technology Services Industry Association (TSIA), and Debbie Geiger, VP Marketing with Astea International discuss mobility and scheduling optimization solution trends, best practices and implementation success stories.


Attend this informative webcast to learn:

• Hear about the industry trends in mobility and scheduling optimization solutions.
• Gain visibility into the areas of impact that these solutions are making on overall service operations.
• Understand the nuances that will be critical for enterprises rolling out mobile workforce solutions.

Cloud winners and losers will be defined in the next two-to-four years. Few resources are on the market today to help companies wage their bets and develop their strategies. Consumption Economics, a book that hit the streets in October, is already changing boardroom conversations.

Lori Ellsworth, SVP and GM, Compuware Changepoint and two of the Consumption Economics authors J.B. Wood and Thomas Lah discuss the impact of the cloud on technology companies and the new business model that it's creating in this webcast specifically geared toward fusing the concepts of Consumption Economics with professional services organizations.

Maintenance, support, and subscription revenue streams are increasingly the lifeblood driving growth and profitability of technology-based firms. Yet the industry is dramatically underperforming against the total opportunity.

Listen as John Ragsdale, TSIA's VP of Technology Research, describes the enormous market shift underway as the cloud impacts enterprise technology solutions. He will share data and outline the challenges in how technology companies have historically used disparate systems that were built to support new product selling to manage service revenue within the installed base.

Hear ServiceSource Executive Vice President of Products, Ganesh Bell discuss ServiceSource's vision for the future of cloud applications for Service Revenue Performance and how companies are increasingly using cloud-based applications to further activate highly profitable, recurring revenue streams, drive up earnings and reduce costs, while increasing partner and end customer satisfaction worldwide.

A critical driver of the industry's performance gap is that today's systems are neither integrated nor designed for managing recurring service revenue. Fragmented systems, underinvestment in IT, and a lack of best-in-class processes lead to inaccurate, incomplete, and missing installed base data as well as significant revenue leakage each year.

What are the latest observations and trends for the technology services industry? How can you determine if hardware and software companies are becoming more or less service intensive? Where do you go to find out if technology service margins are trending up or down? If you have questions like these, then you will want to attend the TSIA Service 50 Q3 2011 webcast.

Join Thomas Lah, Executive Director for TSIA as he identifies service revenue and profitability trends, and provide critical observations based on the current quarterly update of 50 of the largest global providers of technology services. TSIA aggregates the financial performance of these fifty companies each quarter from the public record.

Tune in to hear answers to these questions and more:

1. Who are the largest providers of technology services?
2. Are net incomes trending up or down?
3. What is the product service mix for the most profitable companies in the Service 50?
4. What is the product service mix for the largest companies in the Service 50?

Listen now to this informative webcast and get the data you need to stay abreast of the latest industry trends!

Marketing and Sales departments are experts in positioning and selling products. But what about Service organizations? Usually they're too busy delivering service and ensuring customer satisfaction to even think about implementing basic marketing and selling principles. Yet in this economic environment, revenue is king. Listen to this webcast and learn how you can implement marketing and sales best practices to increase your service revenue, upsell new products, and drive revenue for your company.

Listen now as John Ragsdale, VP of Technology Research for TSIA and Stacey Epstein, VP of Marketing for ServiceMax discuss basic tips & tricks as well as sophisticated strategies, including:

• Developing a value proposition and basic marketing materials for services
• Training your service team to sell and upsell
• Maximizing every contract and warranty opportunity
• Using skill-based routing to deploy your best sales oriented people to the biggest revenue opportunities
• Selling new products on service calls

It's the suggestion that anyone proposing a knowledge management initiative fears most. After presenting requirements for a KM tool, almost inevitably someone at the table looks thoughtful and says, "I think you should use our content management system."

How can we make the case for our much-needed KM tool to a skeptical IT audience focused on consolidation? Join us as we help TSIA members build a case for better service and support. We'll explore:

• The differences between knowledge management and content management
• Why searching for answers is different than searching for documents
• How keyword search increases frustration, and escalations
• Why structure matters

Your content management system has its place... but it can kill customer satisfaction when it's used as a replacement for knowledge in the contact center.

Join us for an informative conversation with TSIA's John Ragsdale, and Consona's Tim Hines. We'll capture best practices for harnessing the power or knowledge to provide the ultimate customer service and support experience.