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Focus Area: Support Services

Today's support organizations are faced with the task of figuring out how to engage with customers in more proactive ways across more channels than ever before. While support teams are busy focusing on customers, they will be forced to have an even bigger emphasis on streamlining internal tools and processes. Most support organizations already run lean and efficient operations, but they must continue to improve an already highly functioning organization and generate incremental revenue in the process.

TSIA works with hundreds of technology companies to gain unique insights that have allowed us to develop the models, tools, and frameworks for how to:

  • Evolve from reactive break/fix support to proactive and predictive services.
  • Grow service revenues.
  • Continuously improve service margins.
  • Innovate the development of new support services that drive customer outcomes.
  • Attract, train, and retain support talent management.
  • Create channel optimization.
  • Develop meaningful voice of the customer programs.
  • Transform knowledge management systems and processes.
  • Create optimal support organizational structures.
  • Implement SaaS support model best practices.

Top Service Business Challenges

TSIA conducts extensive research so you don’t have to. Our detailed analysis of the industry has identified a top set of customer success and support business issues that we address through our research programs. Topics include key performance indicators, managing multiple support channels, organization structures, delivery models, and much more.
View the SS Top Business Challenges ▶

Judith Platz

SS Research Leadership

An elite group of professionals representing the industry’s top support services organizations advise TSIA executive management on how best to deliver relevant programs, research, and events to its members. Judith Platz is the vice president of research for customer success and support services at TSIA. Who is TSIA? Download our CV

Free Research Report  2016 Technology Spending Report: Support Services  This report offers insight into which areas your peers have adopted solutions  so you can see how your organization measures up.     Download Report The TSIA Evolution Continues  [Press Release] TSIA Announces Transition in Its Largest Membership Program   

TSIA Membership

A membership in TSIA offers the opportunity to learn from our experts as well as your peers in the technology services industry. Join our community of more than 30,000 individual service executives. What are you waiting for?