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When Field Service organizations effectively implement industry best practices to drive customer adoption of products and services, account renewal rates increase by up to 7 percentage points and significant cross sell/upsell opportunities are generated. With the help of smart, connected products, adoption has become a data and process-driven effort that provides field service engineers with the right information to present new and exciting ways to help customers while on-site. During this Power Hour, TSIA will share research insights on how field service organizations are playing this new, critical role for hardware and equipment manufacturers: New KPIs that include customer health and annual contract value. New industry best practices including assessing customer utilization, providing information on new features, soliciting desired enhancements, and establishing a success science process to capture customer best practices. New technology enablers including knowledge management platforms and the best mobility platform features. New compensation practices to support this important role played by field service engineers. Strategic alignment and it’s impact on organizational structure.
VP, Field Services Research, TSIA
Publish Date: October 16, 2018
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
The Technology Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.