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The switch to virtual events in 2020 has created new opportunities for you to experience events like never before. It was a bummer the TSIA community couldn’t come together in person for the Technology Services World conference this fall, but the switch to a virtual event allowed us to create a large library of valuable video assets. Now you can watch everything you may have missed during TSIA Interact.

For the first time ever, we recorded every session that occurred at a TSIA conference. If you signed up for this event, you can view all these presentations by logging into the on-demand sessions.

In addition, TSIA researchers, members, and partners recorded several pre-conference videos that helped explain key concepts that were being discussed interactively at the conference. Attendees can view all of these assets in the TSIA Interact Resource Library.

But there were a few presentations that were especially important and insightful. They should be seen by everyone, both attendees and non-attendees. For that reason, we are making these videos public:

Company Presenting: Google Cloud

Presenter: Carlos Granda, VP of Customer Success

Topic: Accelerating Results: How Consumption-Based Customer Success Is Changing the Game

Comments: Carlos does a very good job of explaining how Customer Success models are different in SaaS vs. IaaS business models.

Company Presenting: Sensiba San Filippo

Presenters: Jeff Stark, Audit Partner; Emma Castanedo, Experienced Sr. Audit Associate

Topic: Value Judgements, Lumps and Revenue Recognition: The Do’s and Don’ts

Comments: Jeff and Emma deliver a master class on how to apply the relatively new revenue recognition guidelines.

Company Presenting: Informatica

Presenter: Neha Mehta, Sr. Manager, Digital Experience

Topic: Accelerating Business Outcomes: How Informatica is Driving Product Adoption

Comments: Neha provides a very detailed, twenty-minute presentation on Informatica’s journey to focus solutions on value realization.

Company Presenting: TSIA

Presenter: Phil Nanus, VP of Research, Customer Success

Topic: Creating Predictive Customer Health Scores

Comments: Phil overviews a succinct approach for developing a relevant customer health scoring system.


Company Presenting: TSIA

Presenter: Thomas Lah, Executive Director

Topic: Building Revenue Across the Customer Lifecycle (LAER Economics)

Comments: In this explainer video, I introduce the key variables of LAER economics and why management teams need to focus on these variables.

Company Presenting: Method Garage

Presenter: Justin Zacks, Co-Founder & Managing Partner, Method Garage

Topic: How to Reframe Customer Success from the Outside In

Comments: In this explainer video, Justin provides a straightforward and compelling example of building a customer journey map.


These are just six examples of the high-quality conversations that occur when the TSIA community huddles. Even in this virtual business environment, we are committed to making sure these conversations continue to happen. Make your plans to be part of the next TSIA Interact conference.

You can also be a speaker at an upcoming TSIA conference by submitting a speaking proposal. This is a great opportunity to share your thought leadership, receive professional recognition, and have some fun with your industry peers.

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Thomas Lah

About Author Thomas Lah

Thomas Lah is executive director and executive vice president of TSIA. Since 1996, he has used his incisive analysis, strategic thinking, and creative solutions to help some of the world’s largest technology companies improve the efficiency of their daily operations. He has authored several books, including, Bridging the Services Chasm (2009), Consumption Economics (2011), B4B (2013), and Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business (2016), and Digital Hesitation: Why B2B Companies Aren’t Reaching Their Full Digital Potential (2022). He is also the host of TSIA’s podcast, TECHtonic: Trends in Technology and Services.

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