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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 summer's TSIA Pulse webinars, in case you missed them! 

Customer Success

"Customer Health Tracking: Past, Present, and Future"
Presented by Phil Nanus, Vice President of Research, TSIA

What if you could gain early insight that could help prevent customer churn? Join Phil Nanus, TSIA's new VP of Research, Customer Success, as he shares how customer success organizations can retain more customers by using customer health scores to spot problem areas before they arise. Using examples of TSIA Member Health Score models, you'll learn about the recent evolution of customer adoption analytics, why it's important to track customer health scores, and the role the “expand” function of TSIA's LAER model will play in monitoring customer health scores.

Watch this webinar On-Demand here. 

Education Services

"Leveraging Certification Best Practices to Drive Adoption"
Presented by Maria Manning-Chapman, Vice President of Research, TSIA

Assessing competency has always been a key factor in the education process, and as Education Services (ES) organizations continue to explore ways to promote adoption, certification becomes an obvious choice. It facilitates effective adoption by assessing skills, competencies, and knowledge related to a particular role and product. 

Join TSIA's Maria Manning-Chapman to learn what you need to do to make your company's certification program the best of the best and how to leverage it to drive adoption. This webinar covers: 

• Certification best practices.
• Leveraging those best practices to drive adoption.
• How to use a TSIA outcome chain to improve your ES organization's certification program.

Watch this webinar On-Demand here. 

certification roles  

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For each position that requires a distinct set of skills and capabilities, you'll want to establish competency based specifically on the requirements within that role through role-based certification programs.

Expand Selling

"Expand Selling Lead Generation Programs: A Golden Opportunity"
Presented by Mark Middlekamp, Vice President of Research, TSIA

Although lead generation programs are quite common for new customer pursuits, it may come as a surprise to you that many technology companies do not have such programs targeted at their existing customers. Those that do, still lack a structured, systematic approach in how they approach this type of lead generation.

In this 30-minute webinar, you'll gain perspective on expand selling lead generation programs, and how companies can begin to implement programs that will drive expand selling revenues. Whether you're in sales, services, customer success, or marketing, watch this webinar to explore the untapped, golden revenue opportunity of expand selling lead generation.

Watch this webinar On-Demand here. 

Field Services

"Best Practices for Reducing On-Site Incident Costs"
Presented by Vele Galovski, Vice President of Research, TSIA

With the advent of smart, connected products that can generate automated service requests for a customer-replaceable unit as part of an advanced exchange program, the face of field service may change. However, hardware companies will always have a need for a field service engineer to go on-site at a customer's location. 

Learn from TSIA's Vele Galovski about how to effectively manage this important service delivery channel as he provides pacesetter practices to reduce the cost per on-site incident. You will also have the opportunity to see a new field services TSIA outcome chain: Reducing On-Site Incident Costs.

Watch this webinar On-Demand here. 

Managed Services

"TSIA Managed Services Trend Analysis"
Presented by George Humphrey, Vice President of Research, TSIA

Managed services (MS) continues to be the fastest growing line of service in the tech industry. With so much growth and activity, it is crucial to understand critical metrics and key performance indicators as well as how figures evolve over time.

managed services service line is growing  

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The amount of service revenue coming from managed services has grown significantly over the past few years.

To track those metrics, TSIA's comprehensive MS benchmark survey has collected data from over 50 hardware, software, and non-OEM member companies on:

• Total Recurring Revenue Growth
• Top-Line (Net New) Revenue Growth
• Total Contract Value Bookings Growth
• Gross Margin
• Net Margin (Operating Income)
• Revenue Renewal Rate
• Contract Renewal Rate

This webinar takes a deeper dive into that data at both an industry level and by peer group, as well as provide an update on the top metrics every MSP should measure, how they compare by industry, and how they have evolved over the past year.

Watch this webinar On-Demand here. 

Professional Services

"Crossing the Project Management Chasm"
Presented by Bo Di Muccio, Ph.D., Vice President of Research, TSIA

For many professional services (PS) organizations, one of the key chasms to be crossed has to do with project management. The PS function itself might passionately understand the value that their project management skills can bring to client engagements, but it has yet to develop a value proposition sufficient to consistently sell PM with other project delivery activities. Without that business case, PM capabilities can languish in a self-reinforcing cycle of underdevelopment and underinvestment.

TSIA believes that one of the root causes of this chasm has been the lack of industry project performance data with sufficient specificity and depth to help PS businesses make a better case that customers should include project management when they buy professional services from technology vendors. The TSIA 2016 Project Performance Study closes this gap using our vast storehouse of data on project performance.

In this 30-minute webinar, you'll learn some of the best business case data points from the study so you can:

  • Fully understand the importance of selling project management with professional services.
  • Develop a project management value proposition.
  • Create a business case to cross the project management chasm.

Watch this webinar On-Demand here. 

Service Revenue Generation

"Moving From Hardware to Hardware+Software+Services"
Presented by Julia Stegman, Vice President of Research, TSIA

As companies increasingly shift from providing hardware to providing a broader solution that includes hardware, software, and services, executive teams are faced with a broad array of strategic and operational challenges. Some providers have managed through those challenges well, while others have struggled, and many more are in the midst of this transition.

In this webinar, Julia Stegman, TSIA's VP of Research, Service Revenue Generation and Neil Jain of Waterstone Management Group will highlight some of the key benefits of making this transition, discuss key challenges, and present an approach for every company to start thinking through as to what a transition like this could mean for them. 

Watch this webinar On-Demand here. 


Register for Upcoming TSIA Webinars

We also have some upcoming TSIA webinars in the area of support services as well as two quarterly reviews by TSIA's executive director, Thomas Lah, so be sure to register! Here's what you can look forward to. 

Support Services

"August 2016 TSIA Pulse Session: Support Services"
Presented by Judith Platz, Vice President of Research, TSIA
Fri, August 26th at 8:00 AM PT / 11:00 AM ET

The technology services industry is rapidly changing. Are you keeping pace? Listen to this interactive discussion of the latest trends and challenges in technology Support Services and how TSIA is helping its members address them.

Our August 2016 session will be led by TSIA's Judith Platz, VP Research, Customer Success & Support Services, who will bring us up to date on some of the exciting developments in the world of technology Support Services:

  • TSIA's take on emerging trends in Support Services.
  • How participation in TSIA's Support Services Benchmark Survey can accelerate your understanding of strengths, weaknesses, and opportunities for investment. Recent industry findings will be shared.
  • Recent TSIA Support Services Research—tools that can assist you in staying on top of your business and the market.
  • The TSIA Research Agenda for 2016, including our list of the "15 hottest topics" in Support Services.

Register here to join us for this 30-minute session on Friday, August 26th at 8:00 AM PT / 11:00 AM ET.

TSIA Quarterly Webinars

"Technology & Services 50 Q2 2016"
Presented by Thomas Lah, Executive Director, TSIA
Thurs, August 11th at 9:00 AM PT / 12:00 PM ET

Since 2005, TSIA has been tracking—in our widely-followed Service 50 index—service revenue and profit trends in the technology industry. And the trends have very clearly pointed to an increasing reliance on both service revenues and profits to sustain the health and growth of technology product companies.

Join Thomas Lah as he identifies the latest observations and trends for the technology services industry. Key areas he will cover will include:

  • Overall revenue and profit trends for technology companies.
  • Service revenue and margin trends.
  • How business models for hardware and software companies are shifting.
  • The growing influence of cloud computing on the financial results of the T&S50.

TSIA aggregates the financial performance of these fifty companies from the public record. We identify service revenue and profitability trends, and provide critical observations based on the current quarterly update of 50 of the largest global providers of technology services. Join us for this informative webinar and get the data you need to stay abreast of the latest industry trends! 

Register here to attend this webinar on Thursday, August 11th at 9:00 AM PT / 12:00 PM ET.

"TSIA Cloud 40: 2016"
Presented by Thomas Lah, Executive Director, TSIA
Thurs, September 15th at 9:00 AM PT / 12:00 PM ET

Cloud computing continues to gain momentum and mindshare with technology customers. But how fast are cloud computing revenues growing? And what does this new consumption model mean to the business models of traditional technology companies?

On September 15, 2016, join us for an engaging presentation by Thomas Lah, Executive Director of TSIA as he reviews 40 companies with cloud computing offerings that TSIA is tracking. In this live 60-minute webinar, we will:

  • Review the growth rate and market caps of the pure cloud computing companies.
  • Review the financial business model of pure cloud computing business models.
  • Contrast the traditional hardware and software business models against the emerging cloud computing business models.
  • Contrast services strategies of the cloud companies vs. traditional product providers.
  • Identify and discuss key trends in cloud computing business models.

Register here to attend this webinar on Thursday, September 15th at 9:00 AM PT / 12:00 PM 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.