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At TSIA, we are dedicated to helping technology services organizations of all sizes stay on top of the latest best practices for growing and advancing their business. Our 30-minute TSIA Pulse webinars are a great way to hear directly from our research team about how emerging industry trends are affecting their respective service discipline, and what you can do to stay current. Here's a recap of this fall's TSIA Pulse webinars, in case you missed them! 

Customer Success

"4 Common Practices of Successful Customer Success Organizations"
Presented by Phil Nanus, Vice President of Research, TSIA

TSIA's Phil Nanus discusses the results of TSIA's Customer Success Baseline Survey, which provided a baseline performance on key metrics, current staffing and expense models, and common emerging practices in the industry. In this webinar, he focuses on 4 common practices based on evaluating the top quartile of customer success organizations with the highest renewal and expansion rates, which include:

customer segmentation for customer success  

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79% of successful customer success organizations segment their customers. Here are some examples of the types of segments they use.

Tune in to this 30-minute session and use these survey findings to identify areas of improvement within your organization.

Watch this webinar On-Demand here. 

Education Services

"Creating Diversified Offers that Your Customers Actually Want"
Presented by Maria Manning-Chapman, Vice President of Research, TSIA

Offer diversification is fundamental to any business, and the reason why some companies prosper and others do not. In this webinar, you'll hear TSIA insights on how to effectively create diversified offers that are designed to close the gap between what your customers want, and what education services is producing, including: 

  • More e-Learning opportunities
  • Advanced training topics
  • Standalone virtual lab access

You will also get a list of common practices to measure your education services offer development program against, and identify those which you can readily implement.

Watch this webinar On-Demand here. 

Field Services

"Big Data, Big Change: The Impact of IoT on the Industrial Equipment Industry”
Presented by Vele Galovski, Vice President of Research, TSIA

When GE's Jeff Immelt said, “You went to bed last night as an industrial company. You will wake up in the morning as a software and analytics company,” it marked a pivotal moment for the industrial equipment industry. The age of the Internet of Things (IoT), Smart Services, and Big Data is here, and there's no turning back.  

TSIA remote services continuum iot ebook  

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Join Vele Galovski, TSIA's VP Research, Field Services, as he introduces material from his new ebook on the Internet of Things as well as the latest TSIA insights on how smart, connected products have changed hardware manufacturers forever, and what they need to do to succeed in the era of IoT. 

Watch this webinar On-Demand here. 

Managed Services

"Managed Services Pulse Session: Managed Services and the Unavoidable Pull Toward XaaS"
Presented by George Humphrey, Vice President of Research, TSIA

As the markets evolve and change, so do buying behaviors, which is causing many tech companies to move to the cloud to meet customer demands. TSIA's most recent book, Technology-as-a-Service Playbook, discusses how managed services is a critical first step toward being profitable in the cloud economy. Data has shown that there is a major intersection between XaaS and managed services, which is one of the few profitable growth segments of the technology industry. 

In this 30-minute webinar, George Humphrey, TSIA's VP of Research, Managed Services, will analyze the financial performance of three segments of the tech industry and answer:

  • What's growing, what's shrinking and what's happening to profit for the top 50 technology and services companies.
  • Why the top 40 cloud companies are experiencing high growth and no profit.
  • Which practices in managed services have a direct impact on growth and profit.

Watch this webinar On-Demand here.

Service Revenue Generation

"Health Check for Your XaaS Subscription Renewals"
Presented by Julia Stegman, Vice President of Research, TSIA

The cloud and XaaS are fundamentally transforming technology business models. That's why it's time to take a good look at the metrics behind your subscription renewals. How effectively are you measuring the health of your XaaS subscription renewals? Are there blind spots in your metrics? 

Listen to Julia Stegman, TSIA's Vice President of Research, Service Revenue Generation, where she'll explore:

  • The top metrics you need for assessing the health of your subscription renewals
  • Industry definitions for top metrics
  • How to assess both the negative and positive forces affecting your subscription revenues

Watch this webinar On-Demand here.

Support Services 

“Customer Effort: How to Drive the Experience Your Customers Expect"
Presented by Judith Platz, Vice President of Research, TSIA

One way for support organizations to improve their overall customer experience is to measure and reduce customer effort, which is defined as the amount of effort that customers must expend to do business with, or get support from, a company. TSIA research shows that organizations that measure customer effort have higher loyalty and higher overall customer satisfaction. 
In this 30-minute webinar, you'll learn key practices and metrics for measuring customer effort including:

  • Ways TSIA member companies are measuring Customer Effort Score (CES) today.
  • How reducing customer effort will grow loyalty.
  • How to move toward customer effort measurement with little effort on the part of your organization.
  • How to stop transferring your internal processes onto the customer experience journey.
  • How asking one question can drive the most process change in your support organization.

 Watch this webinar On-Demand here.

Register for Upcoming TSIA Webinars

We also have some upcoming TSIA webinars in the areas of expand selling, professional services, as well as a webinar explaining TSIA's new Strategic Services offers presented by Executive Director, Thomas Lah, so be sure to register! Here's what you can look forward to. 

Expand Selling

“The Business Case for Expand Selling”
Presented by Steve Frost, Vice President of Research, TSIA
Fri, November 18 at 8:00 AM PT/11:00 AM ET 

Across the technology industry, revenues are shrinking and margins are under pressure. Compounding the situation is the movement toward technology-as-a-service, which is leading to smaller initial contracts and lower upfront payments. As a result, it's taking longer and longer for companies to recoup their sales and marketing costs for net new customers.

TSIA's Expanding Selling is a systematic approach to mitigating this road block to profitability. Join Steve Frost, TSIA's VP of Research, Expand Selling, for this 30-minute webinar, where he'll provide insight into:

  • How Expand Selling leverages services touch points to generate leads, drive revenue growth and provide better outcomes with existing customers.
  • The numbers behind customer acquisition cost (CAC) vs. customer expansion cost (CEC).
  • Why driving new annual recurring revenue (ARR) from existing customers is the clearest path to growth and profitability.
  • Examples of how companies are impacting their top and bottom line through Expand Selling motions.

Don't miss this opportunity to get direct insight to this line of business and turn existing customers into profit centers!

Register here to join us for this 30-minute session on Friday, November 18th at 8:00 AM PT/11:00 AM ET.

Professional Services

"Best-in-Class Professional Services Found ‘In Nature'"
Presented by Bo Di Muccio, Ph.D., Vice President of Research, TSIA
Fri, December 9 at 8:00 AM PT/11:00 AM ET

As the tech industry undergoes transformation to XaaS and the world of Big Data, new professional services capabilities are becoming mandatory. 

TSIA's Professional Services Operational Best Practices (OBP) program provides a uniquely broad and deep view into how tech companies are organizing, operating, engineering, selling and delivering professional services.

In this 30-minute webinar, Bo Di Muccio, TSIA's VP of Research, Professional Services, will share our latest observations from over 50 of these assessments about what's happening “in nature,” including:

  • Where are PSOs struggling the most?
  • Where is the most convergence happening around best practices?
  • What are some of the most interesting best in class practices we have found?

Register for the webinar even if you're unable to make it and we'll send you the presentation slides and recording.

Register here to join us for this 30-minute session on Friday, December 9 at 8:00 AM PT/11:00 AM ET.

TSIA Strategic Services

“Unlocking the Full Potential of TSIA's Research and Data”
Presented by Thomas Lah, Executive Director, TSIA
Fri, December 13 at 8:00 AM PT/11:00 AM ET

At TSW Las Vegas 2016, we announced TSIA Strategic Services to show members how they can unlock the full potential of our platform. With speaking, workshops and advisory sprints, TSIA Strategic Services provides a deeper level of membership engagement that aligns leadership and working teams on a clear path to increasing service revenue. 
Join Thomas Lah, Executive Director of TSIA, in this 30-minute webinar to discover what he's learned from member engagements, including the top challenges in aligning leadership and what member organizations are doing to leverage industry trends – all in an effort to accelerate their transformational initiatives. You'll also learn from:  

  • Joel Hofman, Global Vice President of Professional Services and Technical Education at Riverbed Technology, who will speak to his experiences in securing leadership buy-in and how Riverbed has engaged Strategic Services to help pave the way for their transformational journey.
  • Tom Pridham, SVP & GM Strategic Services, who will share with the audience the tough questions that members ask every day.

Register here to join us for this 30-minute session on Friday, December 9 at 8:00 AM PT/11:00 AM ET. 

Want More Webinars on Your Service Discipline?

Be sure to check out our complete list of on-demand webinars, which also feature guest speakers from some of the world's leading technology solutions providers. Want to be notified of upcoming sessions? Sign up for our mailing list and select your areas of interest to receive advanced notice of all of TSIA's upcoming webinars.

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Nicole Dornsife

About Author Nicole Dornsife

Nicole Dornsife is the former senior content manager for TSIA. She has over 10 years of experience writing for the software and SaaS industries, and joined TSIA in 2014. She managed the TSIA blog and regularly collaborated with TSIA's research team and partner companies to publish their insights on the latest news in the technology and services industry. She also provided editorial support for TSIA’s conferences.

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