Conference Presentations
Conference Presentations on Benchmarking
How to Participate and Get Value from the Improved TSIA Benchmark Survey
The Field Service, Professional Services, and Support Services TSIA benchmark surveys were recently redesigned, improved, and launched to TSIA corporate members. Attend this session in to understand what changes have been made to the TSIA benchmark surveys, to learn about the new TSIA benchmark survey application, and to get the most value from this core research offering.
PS Benchmark 2.0
The status of the comprehensive refresh, redesign, and update of the TSIA PS benchmark survey, database, and survey tool is reviewed. The benchmark database has undergone a significant redesign and upgrade. TSIA's Bo Di Muccio reviews the purpose and state of the new survey, the resulting database, and the survey tool.
TSIA Benchmark Survey and Database Refresh Project
The status of the comprehensive refresh, redesign, and update of the TSIA Field Services and Support Services Benchmark survey, database, and survey tool is reviewed. The benchmark database is in the process of undergoing a significant redesign and upgrade. Also discussed is the new survey tool being developed for this purpose.
Benchmarking the SMBs: Mining the TPSA Benchmark Survey 
This session shines a bright light on the unique characteristics and challenges of executing embedded professional services in small and medium-size businesses, using the Q108 benchmark survey snapshot as a basis.
The SSPA/AFSMI Benchmark Study: How Does Your Support Organization Measure Up?
This session explores all of the intimate details of the online SSPA/AFSMI combined benchmarking tool. With over 300 participating companies and nearly 200 data points, this is the most detailed collection of service and support data in our industry. Current benchmark results, new revisions designed to enhance future use of the tool, and major trends in our industry that determine our future direction will be discussed. Key data in the areas of operations, service marketing and sales, financial performance, and customer satisfaction will be reviewed.
Balanced Scorecard Approach to Support Metrics
This session show how you can build real knowledge by using a few key performance metrics. Learn about commonly used measurements that can be misleading, and how to keep these deceptive metrics from leading you astray. Find out how you can successfully apply a three-tier approach to performance measurement that covers the executive level, the support management team, and the individual support reps.