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Dave Baca is the director of support services research for TSIA. In this role, he provides membership and advisory designed to help member companies optimize their Customer Support organizations (including help desks, call center, and tech support) to achieve and deliver desired customer and organizational outcomes.
Prior to joining TSIA, Dave held various senior leadership roles at basys, a benefits administration software company. In his most recent role as their vice president of customer experience and consulting services, he led basys’ Customer Experience and Software Support/Help Desk teams, collaborating with internal Product Management, Technology, and New Customer Implementation teams to enhance the customer experience by building more in-depth customer-supplier relationships.
Dave was also previously the senior vice president of customer success at ANCILE Solutions. During his time at ANCILE, he led team members in a $56M+ global Customer Success and Support Services organization to deliver software solutions to over 4,600 lifetime customers, including 50 of the Fortune 100 companies, with 20 million end-users.
Throughout his career, Dave has demonstrated an ongoing passion for helping Customer Support organizations transform and achieve industry-leading results. He holds a Bachelor of Sciences from the U.S. Naval Academy and honorably served as a Naval Nuclear Submarine Officer.
How to Be an Efficient Support Organization in a Subscriptionbased World
As companies continue to transform their technology from legacy on-premise products to XaaS subscription solutions, support organizations often strugg
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2021 Support Organization Structure
Summary report of the TSIA 2021 Support Organizational Structure Survey.
TSIA Self-Service Best Practices
This report discusses TSIA self-service success and deflection best practices and related foundational KM practices.
Using ML-Powered Search to Fuel Customer Self-Service Success
Understand how ML-powered search really works, and how you can make the most of the latest innovations, both today and into the future.
Create an Exceptional Self-Service Customer Experience with Knowledge Management
Get best practice recommendations for knowledge management and self-service performance to take your self-service program to the next level.
Beyond Deflection: How Communities Add Company and Customer Value! (sponsored by
While the big push for communities came in the early 2000’s, many companies have continued to invest in their communities by expanding their initial . . .
Collaboration Between Education Services and Support Services
Analysis of five key questions that were asked about collaboration between education services and support services organizations.
Bridging the Gap Between Education and Support Services Organizations
Join us to learn how to improve collaboration between Education and Support organizations to enhance customer experience and drive product adoption.
The Layers of Customer Loyalty
Join TSIA’s team of support services research executives as they share benchmark data to provide insights on the three layers of customer loyalty.
On-Premise to Cloud
This report discusses the role of support in transitioning from on-premise to the clould.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.