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Research Report

How Support Services Can Safely Help Sales

This report is for Customer Growth and Renewal members only

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Support services leaders may have a bit of an instinctively negative reaction when they are presented with the idea of engaging their teams in sales-related activities. They often see sales as an unrighteous or self-serving pursuit. However, TSIA believes, and our member companies have shown, that support teams can indeed engage in activities that help the sales process without compromising their status as trusted advisor. In fact, doing so represents a real opportunity to provide substantial value for your company, your customers, and your support organization.

First, this is good for your company. As you’ll see in this document, the interactions your teams are having with customers are frequent and valuable, and the data generated from those actions is a diamond in the rough. By engaging in the practices suggested in this paper, you can generate hundreds of thousands, or even millions, of dollar’s worth of qualified pipeline for almost no incremental cost. Second, it’s good for your support organization. Being linked to revenue can lift the perception of support within your company and tie your team more tightly to your company’s strategic priorities. Finally, it’s good for your customers. Your team exists to solve their problems. Sometimes, an expanded use of your offerings may be just what the customer needs to get that done, even if that might cost a little more money.

Authored By:

Steve Frost

Vice President, Expand Selling Research, TSIA

John Ragsdale

Distinguished VP, Technology Research, TSIA

Publish Date: August 23, 2019

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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