SERVICE REVENUE GENERATION RESEARCH TOPICS
The TSIA Research team is committed to maintaining content on a list of topics that are important to our Service Revenue Generation members. Here are the Service Revenue Generation topics that TSIA is pursuing in 2012:
|
TOPIC |
DESCRIPTION |
|
Attach and Renewal of Support Contracts |
Best practices in attaching and renewing support contracts. |
|
Consumption Analytics |
The discipline of analyzing actual customer usage data to create new service offerings and sales opportunities. |
|
Contract/Entitlement Management |
Tools used to manage customer warranties and maintenance contracts, and provide fast and accurate entitlement for customers seeking assisted service. |
|
Cross-Sell/Upsell |
Best practices in how service employees can help cross-sell and upsell other company offerings during a service engagement/incident. |
|
Customer Management Technology |
Tools for customer management, including incident or case tracking and customer relationship management (CRM) software. |
|
Customer Satisfaction/Enterprise Feedback Management |
Customer satisfaction and loyalty tracking, sometimes part of a larger Enterprise Feedback Management program. |
|
Minimizing Discounting of Support Contracts |
Best practices to minimize support contract discounting. |
|
Offering Pricing: Support Services |
How support organizations can structure the number of support offerings and the pricing levels to maximize service revenues. |
|
Renewing Subscriptions |
Best practices in renewing software subscriptions. |
|
Selling Non-Attached Services |
Best practices in selling service offerings that are not directly attached to a product sale. |
|
Service Revenue Generation |
Attaching services. Minimizing discounting. |
|
Multichannel Service and Self-Service |
Moving customer traffic away from more expensive and less effective channels toward channels with higher sat scores and lower cost, typically migrating phone and e-mail traffic toward chat and the online community. |
|
Support Pricing |
How to price support offerings. |
|
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.