FIELD SERVICES 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.

Too often field service is seen as a cost center. But the truth is your field service technicians walk the front lines every day. They are the face of your brand and your company. Delight your customer with excellent, proactive service and you'll have a loyal, grateful customer. Drop the ball and -- in today's hyper-connected world -- see your brand suffer.

In this webcast, TSIA's VP of technology research, John Ragsdale, will share research proving the link between response and resolution time and customer loyalty, and discuss how innovative technology such as mobile tools and social media can be harnessed to delight your customer on every interaction.

Join TSIA and ServiceMax for this insightful webinar on how proper enablement of your field service technicians can make a difference for your brand and your success.
Register to View

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.

Register to View

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

Register to View

Cloud computing continues to gain momentum and mindshare with technology customers. But how fast are cloud computing revenues growing? And what does this new consumption model mean to the business models of traditional technology companies? Listen to this engaging presentation by Thomas Lah, Executive Director of TSIA as he reviews 20 companies with cloud computing offerings that TSIA is tracking.

In this 60-minute TSIA webcast, we will:

• Review the financial performance of pure cloud computing business models
• Contrast the traditional hardware and software business models against the emerging cloud computing business models
• Contrast services strategies of the cloud companies vs. traditional product providers
• Review the growth rate and market caps of the pure cloud computing companies
• Introduce the emerging discipline of "Consumption Economics"

The Service 50 is an index of 50 of the largest and most influential technology solution providers in the marketplace. From the public record, TSIA aggregates and analyzes the financial outcomes of these fifty companies from quarter to quarter, with an emphasis on trends in the performance of their services lines of business.

Join us for this presentation by Thomas Lah, Executive Director of TSIA, as he delivers the next quarterly snapshot of the services landscape. Among other insights, you'll find out if technology service margins are trending up or down, and whether or not hardware and software companies are becoming more or less service-intensive. Register now and stay abreast of the latest industry trends!

Are you leveraging social media tools in your field service efforts? If not, you should join John Ragsdale of TSIA and learn what your peers and competitors are up to. John will discuss the current state of social media in field service and share early results of TSIA’s annual member technology survey, including adoption and planned spending on social media by field service organizations.

Further, Dave Hawley, Director of Marketing at ServiceMax will provide a demonstration of the ServiceMax Suite. He will show how tools such as Chatter and Knowledgebase combine to enable your teams to collaborate in real-time, access a rich media knowledgebase to solve customer problems quickly and leverage your company\\\\\\\'s \\\\\\\"tribal knowledge,\\\\\\\" across field service, customer support and sales teams.

You will learn:

• Why 21% of field service members say they are leveraging social media channels to communicate with customers and/or field employees—up from 1% last year.
• How to enable field technicians to collaborate and leverage \\\\\\\"tribal knowledge\\\\\\\" in the field to more effectively resolve customer problems
• How to enable sales, service and marketing to leverage collaboration tools to drive customer satisfaction and company growth.
  

Register to View

Listen as we give an overview of the TSIA STAR Awards program and discuss the four easy steps that you need to perform to apply for a STAR Award. We also give the top 10 tips on what STAR Award judges look for in an application.

You will not need to register to view the webcast.

TSIA recently concluded a first-of-its-kind study to identify key findings and best practices for managing a career in technology services. Based on survey data collected from hundreds of incumbent services employees in both individual contributor and management roles, this session will reveal gender-specific and aggregate data about common career paths, key enabling factors for making progressive job changes, and insights around active vs. passive career management.

Join Maria Manning-Chapman, TSIA's Sr. Research Director, Education Services, to learn about common career management practices being used in our industry. Use the information to assess your own career progress or to benchmark your company's employee development program.

Attend this informative webcast to learn:

• What key factors influence an individual's ability to make desired career changes
• The differences between men and women for career management
• The rate at which individuals in technology services are changing jobs

Register to View