SERVICE REVENUE GENERATION RESEARCH REPORTS

This report launches the 2012 TSIA Heatmap, an annual report tracking the adoption of technology and services by TSIA member companies. The Heatmap is based on the findings of the 2012 TSIA Services Technology Survey, which asked members what technology and services they are using, how satisfied they are with them, and in what areas they have plans for additional investments in 2012–2013.

TSIA’s sixth annual member technology survey is complete, documenting member adoption, satisfaction, and planned spending across 24 areas of services and technology. This report documents details for technology used for service revenue generation.

TSIA’s sixth annual member technology survey is complete, documenting member adoption, satisfaction, and planned spending across 24 areas of services and technology. This report provides adoption and spending trends for EMEA as compared to North America.

TSIA’s sixth annual member technology survey is complete, documenting member adoption, satisfaction, and planned spending across 24 areas of services and technology used by education services, professional services, field services, support services, and service revenue generation. Planned spending is very high for 2012–2013, with double-digit percents of members planning additional purchases in every single category covered by the survey.
When TSIA members are shopping for new technology or services, the first question they ask via the TSIA inquiry process is, “What are other TSIA members using for this?” This report is intended to answer that question, providing a list of the top installed products, or top adopted service providers, for each category for the 2012 services technology survey. Focusing on providers with expertise in technology services is critical to success, as this industry has special requirements not found in financial services, healthcare or telecommunications. Picking a vendor with a track record of success for technology services is great way to ensure success for the project.

Technology companies are rapidly evolving to provide some type of offering that is "subscription" based. And one thing every company agrees with is that subscriptions are a challenging business model. This publication is Part I of a two-part series. It highlights new customer engagement models that ensure customer success and revenue growth. ServiceSource also provides case studies on the role their Account Managers / Renewal Specialists play for two of their subscription-based clients.

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.

This Executive Insight reviews the programs service organizations can leverage to optimize service processes: ISO 9000, ISO 20000, CMM, ITIL, Six Sigma, and TSIA ODP. The paper also discusses what program makes sense when.

While enterprise technical support centers remain slow to adopt upsell and cross-sell for inbound customer calls, according to data from TSIA's Consumer Home Services Survey, field service engineers are having great success selling additional products, services, and extended warranties to customers while on-site for home theatre or home office installations. While the examples are consumer focused rather than enterprise focused, B2B service organizations should look to their consumer counterparts for guidance, and recognize that revenue generation from technical support interactions is not only possible, offer extensions are perceived by customers as part of the service process when the offers are in context of the service visit.

Many organizations in our industry are rapidly approaching a tipping point—one where the proliferation of social media is in stark contrast to most organizations' ability to operationalize these emerging channels.

Over the past several years, TSIA research has described a definitive "up and to the right" movement for all things social media; except for critical factors such as meaningful metrics, business outcomes and tools & processes that integrate social media into the enterprise.

This report details findings from TSIA's 2011 - 2012 Social Media survey, and outlines the four new realities that technology services organizations must contend with.

Annual overview of industry trends, industry topics, the research reports TSIA will be publishing in the upcoming year and the research studies TSIA will be conducting in the upcoming year.