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Research Agenda

TSIA has identified eight core categories that provide the framework for service organizations to deliver outstanding customer experience and achieve desired financial and operational results:

  1. Strategy and Planning
  2. Offer Development
  3. Sales and Marketing
  4. Talent Management
  5. Service Operations
  6. Partner Management
  7. Technology Infrastructure
  8. Performance Management

Within each category, there are specific capabilities that service organizations must have to scale and optimize their business. TSIA defines capabilities as “the ability to perform actions that achieve desired results.”

TSIA research is 100% focused on how to optimize these capabilities and the underlying service business processes that enable services leaders to produce desired results.


Free Research Report  2017 Service Capability Heatmap  Get insight into the organizational capabilities your services business needs  to master in order to improve its operational and financial performance in 2017.     Download Report