| Title & Authors | | Publication Date | | Functional Areas | | Download |
|---|
SaaS Technology Enables Customer Intelligence for the Services Industry
Guy Gauvin, Executive Vice President, Global Services - Taleo
Click to view summary | | October 2011 | | Services, Technology, Software | |  |
Guy Gauvin, Executive Vice President, Global Services - Taleo
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services, Technology, Software Keywords: Services, SaaS, SaaS Model, Cloud Computing, Cloud Service Offerings, Customer, Customer Intelligence, Infrastructure, enterprise services, Software-as-a-Service Guy Gauvin will share challenges, insights, and experience from more than a decade of building and managing global consulting, support, training, and other key service areas for Taleo.
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Focused On Improvement and Excellence
Thomas Pridham, Vice President & General Manager, Organizational Development Services - TSIA
Click to view summary | | October 2011 | | Service Delivery | | |
The Value of a 3rd Party Practice Assessment Comparing Your Service Businesses to Best-in-Class Thomas Pridham, Vice President & General Manager, Organizational Development Services - TSIA
October 2011 Service Disciplines: Professional Services, Field Services, Support Services Functional Areas: Service Delivery Keywords: improving operations, Organizational development, Professional Services, Services, Best Practices, Service Delivery Model, Service delivery In 2011, TSIA took the proven approach of the support services organizational development program, and applied it to professional services. Over the past six months, executive director, Thomas Lah, and vice president and general manager ODS, Thomas Pridham, have been working with a select group of global professional service organizations to develop a robust set of criteria for PS practice diagnostic evaluation and potentially future PS operational certification. In a follow-up breakout session on Wednesday, Thomas Lah will overview the approach used in the PS focused ODP "Pilot" Diagnostic program. He will also overview the test criteria and provide examples of how companies are applying the criteria to improve PS performance.
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The Impacts of Video on Service's Future
John Ragsdale, VP of Technology Research - TSIA
Click to view summary | | October 2011 | | Services, Strategy, Service Delivery | | |
Expert Panel Discussion John Ragsdale, VP of Technology Research - TSIA
October 2011 Service Disciplines: Education Services, Field Services, Support Services Functional Areas: Services, Strategy, Service Delivery Keywords: Services, Service delivery, Video Assisted Maintenance, Knowledge Management, education, Customer Support Video has already started revolutionizing the way companies train and support customers, but so far we've only touched the tip of the iceberg. In this lively panel discussion, learn about the three primary areas of service being impacted by video, now and in the future: knowledge management, training and education, and one-on-one interactions. Join John Ragsdale, TSIA's VP of Technology Research, along with expert panelists from Yahoo, Salesforce.com, and The Verghis Group, to understand how video is already being leveraged today by innovative firms, and how video will continue to drive change in service and support in the years to come.
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Changes for Service: The Impact of Changing Business Models on Service and Finance
Jack Singer, Advisory Director - PwC
Jasmin Young, Advisory Director - PwC
Click to view summary | | October 2011 | | Services, Finance | | |
Jack Singer, Advisory Director - PwC
Jasmin Young, Advisory Director - PwC
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services, Finance Keywords: Business Model, Services, finance management, Finance, Pricing, Cloud Computing, Cloud Service Offerings, Revenue, Revenue Recognition, Margin, Cloudprem, on-premise offerings Mobile computing, the consumerization of technology, and the adoption of cloud technologies are reshaping software providers' strategies in design, delivery channels, and in the economics of software licensing. Enterprises need to adapt their business models and operations to meet the enhanced expectations of the Digital Consumer and ecosystem. The new business models affect every facet of the enterprise. With new XaaS subscription models, what do the accompanying financial models look like?
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The Growth Engine: Service Revenue Generation
Julia Stegman, Vice President, Research Service Revenue Generation - TSIA
Click to view summary | | October 2011 | | Services, Sales, Marketing | | |
Julia Stegman, Vice President, Research Service Revenue Generation - TSIA
October 2011 Service Disciplines: Field Services, Support Services Functional Areas: Services, Sales, Marketing Keywords: Service Revenue, Service Revenue Generation, Revenue, Sales, Marketing, Services Technology companies have increasing reliance on service revenues to fuel top line growth as well as increased profitability. In particular, optimizing today's maintenance revenues will provide companies flexibility to invest in the services of the future. TSIA conducted research with its members on Maintenance Pricing Practices and we'll be communicating a summary of those findings in this session. In addition, we'll provide an update on the agenda for TSIA's newest discipline, Service Revenue Generation. Julia Stegman, vice president of research for this new practice, will offer her insights on the Top 10 Practices & Metrics to optimize today's maintenance revenues. Attend this session so you can assess how your maintenance business stacks up to the practices of top technology companies as well as take back a few ideas for your company to grow its maintenance revenues.
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The New Realities of Social: A Guide for Tech Services
Shawn Santos, Director, Community & Social Media Programs - TSIA
Click to view summary | | October 2011 | | Services | | |
TSIA Research Uncovers Leading Trends & Best Practices Shawn Santos, Director, Community & Social Media Programs - TSIA
October 2011 Service Disciplines: Education Services, Field Services, Professional Services, Support Services Functional Areas: Services Keywords: Social Media, Technology, Services, Social Media Trends, Social Media Best Practices, Strategy, Education Services, Field Service, Professional Services, Support Services We’ll unveil data and trends from the 2011 - 2012 TSIA Social Media Survey and the most illuminating case studies that demonstrate exactly how companies are leveraging social media, and uncover which strategies, tools and processes are being used most successfully by today’s services organizations. This session dismantles the hype surrounding social media and explores real-world examples of how technology companies are successfully using social media in services. We’ll delve into newly released data on channel adoption, operational best practices, attracting participation, integration with corporate infrastructure and processes, ROI, and building an effective social media strategy.
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Service Executive’s View on Benchmarking
Sally Foster, Vice President - Research, Support and Field Services - TSIA
Click to view summary | | October 2011 | | Services, Support, Field Service | | |
Sally Foster, Vice President - Research, Support and Field Services - TSIA
October 2011 Service Disciplines: Field Services, Support Services Functional Areas: Services, Support, Field Service Keywords: Benchmarking, Benchmark, methodologies, Process Overview, Process, Field Service, Support Services Have you ever been asked a question by an executive of your company asking how do other companies measure their success in providing support or what are the best practices that other companies use to decrease cost, add more value and not sacrifice customer satisfaction? If you want to hear a perspective of how one service executive used benchmarking to provide real answers to such probing questions you should attend this session. Benchmarking is the foundation for building our success as a support organization and is critical to establishing credibility with our customers. Come hear how you can transform your organization to a thriving and not just surviving customer support center by using benchmarking.
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Supporting Applications in the Cloud: Are you Prepared for the Unexpected?
David Parker, Vice President, Support - CA Technologies
Click to view summary | | October 2011 | | Service Delivery | | |
David Parker, Vice President, Support - CA Technologies
October 2011 Service Disciplines: Support Services Functional Areas: Service Delivery Keywords: Cloud Computing, Cloud Service Offerings, on-premise offerings, Complexity, SaaS, IaaS, PaaS, Support Services, Support Cloud customers expect to configure, control, and customize the application like it were onsite, while enjoying a higher level of support. Customers can be disappointed to learn that you're at the controls, and customizations increase your risk and add to your workload--a workload that encompasses provisioning, upgrades, and day-to-day tuning. In this session, you'll learn how to design a cloud support model that balances your needs with your customers' needs.
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Straight Talk: A Perspective on Support Renewals
Juan Jones, Senior Vice President, Customer Support Services, North America - Oracle
Click to view summary | | October 2011 | | Services, Finance | | |
Juan Jones, Senior Vice President, Customer Support Services, North America - Oracle
October 2011 Service Disciplines: Field Services, Support Services Functional Areas: Services, Finance Keywords: Services, Finance, Support, Life Cycle, Services Lifecycle, Revenue, Revenue Generation, Service Revenue Generation, Sales, Partner With a significant portion of Oracle’s revenues coming from Support renewals, it’s no surprise that this industry leader has invested heavily in optimizing the systems, processes, and people around this critical business function for success. Learn how Oracle approaches renewal sales coverage and compensation, discount management, customer segmentation, business metrics, and more. Participate in this open dialogue to discover and share practical and actionable new insights into managing support renewals.
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A Strategic Approach To Knowledge Management
John Blakeman, Vice President of Customer Support - Taleo
Olivier Bouchard, Senior Director, Global Support Operations - Taleo
Paul Pianta, Knowledge Manager - Taleo
Click to view summary | | October 2011 | | Services, Operations | | |
John Blakeman, Vice President of Customer Support - Taleo
Olivier Bouchard, Senior Director, Global Support Operations - Taleo
Paul Pianta, Knowledge Manager - Taleo
October 2011 Service Disciplines: Support Services Functional Areas: Services, Operations Keywords: Knowledge Management, operations, improving operations, Value Added Support, Technology, Collaboration, Support Services Service leaders will learn how the right knowledge management strategy can help you go from zero all the way beyond KCS by leveraging the ISN (Integrated Solutions Network) methodology. The presentation will highlight important activities to consider when building your knowledge management strategy. It will provide you with best practices on structuring and organizing your knowledge, not only once, but on an ongoing basis. It will help you create dynamic interactions across teams to solve new problems using the right incentives. This presentation will show you how to capture incident value from the customer perspective and recognize user performance based on value-added rather than case volume. Attendees will also learn about the analytical benefits of applying a global taxonomy model to case management, collaboration, knowledge creation and beyond.
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