Conference Presentation

Keynote: Clarifying Success in a Blurry World

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The traditional responsibilities of Sales and Service roles are blurring for technology providers. This question was once easy to answer: "Who owns the customer?" Almost every technology company could comfortably respond: "Sales." But in today's world of subscription services and business outcomes, that answer is not always so obvious. Services most likely has the responsibility for helping the customer achieve specific business outcomes. Services may even be given the responsibility for renewing and expanding specific customer contracts. Who "owns" those customers?  

As companies work through the ramifications of new engagement models, traditional success metrics will no longer be enough for service organizations. Hanging success on high customer satisfaction scores, improving Net Promoter scores, or meeting customer SLAs will prove hollow victories in the face of anemic account growth. 

The changing engagement models and changing account economics are forcing new success metrics. In this keynote, Executive Director Thomas Lah will review how technology service organizations have historically defined their success for executive teams and board rooms. He will then make the case for why those metrics will not serve companies well when the responsibilities of Sales and Services organizations have blurred. Finally, he will outline a framework connecting Services activities directly to the success metrics every CEO and CFO should be watching in today's technology marketplace: Account retention and account expansion. 

If your company is debating the role of Sales and Services at the account level. If Sales and Services leaders within your company are struggling to align incentives for their organizations. If you are struggling to validate the economic value of your service investments. If you are finding your improving customer satisfaction scores are not keeping budget cuts at bay. This is the session for you.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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