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Research Report

TSIA Support Services Benchmarking

Is Your Support Services Organization Reaching Its Full Potential? 

Benchmarking is an integral part of every business transformation effort. TSIA has been benchmarking technology companies for decades. Over time, we have built up our gold-standard database, refined validation processes, developed correlation tactics that scale, improved customer experience, and enhanced our ability to mine actionable insights. 

In this report, you will learn more about how the TSIA Support Services Benchmarking process helps members answer the following questions: 

  • How does your performance compare with the industry and your peers? 
  • What are your strengths? 
  • If your performance is different, how is it different? 
  • What can you learn and implement from pacesetters in the industry? 

The TSIA Support Services Benchmark is the most comprehensive benchmark in the industry for a number of reasons: 

  • It focuses on providing real insights on correlation and causality that can be used to make a business case and transform your business. 
  • It employs the use of scorecards and outcome engineering to prioritize key opportunities. 
  • It provides an objective assessment of performance against both industry and peer groups. 
  • It identifies best practices to drive breakthrough performance. 

Download your copy of our “TSIA Support Services Benchmark Report” for more insight into the benefits of benchmarking and what you can expect when you benchmark your Support organization with TSIA.

Authored By:

Judith Platz

Vice President, Support Services Research, TSIA

Publish Date: April 28, 2019

The TSIA Benchmark process provides the structure to collect your end-to-end operational and financial data, compare your results with your industry peers, and provides expert insights for continuous improvement.

Patricia Lughezzani, Global Head, Customer Support & Advocacy, Marketo, an Adobe Company

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