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Research Report

What B4B Means to Technology Buyers

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TSIA’s latest book, B4B, discusses the evolution of the service industry from a pure product focus to an outcome-based focus, with emphasis on delivering customer value. There are many implications of this shift across the people, processes and technology of service organizations, and this paper will concentrate on key technology investments required to make a shift toward outcome based services.
Though technology spending may impact service margins in the short term, they are required to create the infrastructure for rapid revenue growth in the long term. In particular, companies must accelerate investment in the following areas in order to compete in a value-based/outcome-based world: remote delivery, proactive support, consumption analytics and mobility and video. This paper will discuss how spending in each area can reduce costs and/or increase service revenues. In addition, recommendations for simplifying and streamlining service processes in order to take advantage of lower-cost ondemand tools will also be included.


Authored By:

John Ragsdale

VP Research, Technology and Social, TSIA

Publish Date: December 6, 2017

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