Unconscious bias affects almost every aspect of the workplace. Read to understand the impact unconscious bias has on diversity and ways to reduce its effects.

Technology companies need to effectively follow the LAER model (Land, Adopt, Expand, and Renew) to retain and grow customers by way of facilitating customer outcomes.

Create a customer engagement model that cost-effectively works with customers in each of the four phases of TSIA's LAER model (Land, Adopt, Expand, Renew).

Customer engagement models will need to evolve to better support subscription business models in the technology and services industry. Read more here.

Learn how capturing the right data can help you optimize your customer journey map and provide your customers with a dynamic and individualized user experience.

Customer Use Cases is the first of 6 key steps along the digital transformation journey toward developing a recurring revenue technology business.

Every once in a while, a perfect storm hits a market. Usually it’s when a new trend or concept appeals simultaneously to both customers and suppliers. When that serendipity strikes, even long-standing models are forever transformed. That is what’s going on today in tech sectors, from IT, to industrial equipment, to transportation, to healthcare. Subscription-based offers are eating their old transaction-based siblings at a breathtaking rate. In my infographic, “Navigating the Digital Transformation Journey,” I outlined 6 key steps to thriving in this changing market. Today, I’m going to talk about the most fundamental underpinning of the new subscription economy and the first step on this journey, “Customer Use Cases,” or in other words, why customers love it!

I receive more questions about customer portals, i.e., the web self-service site, than just about anything else. It’s a topic that continues to be top of mind with TSIA members, even prompting quite a few discussions with Technology & Services World conference attendees about their customer portal journey, including some amazing results, and unfortunately, some political, technical and financial challenges. To gather some of these thoughts together and answer some common questions surrounding how your organization can go about creating the ultimate customer portal, I’ll be discussing some key tips and tricks covering design, function, and features.

Consumption analytics ensure you're tracking the right data that brings you the most value in a technology services business