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Luke Ronkowski is the director of managed services research for TSIA. In his role, Luke is responsible for leading and delivering TSIA member organizations with operational best practices, fact-based education, and insight into the performance and operations of their managed services business.
Luke is an experienced IT Services executive with 15+ years of experience in IT and Managed Services businesses, serving in multiple leadership roles. In his most recent role, as Leader of Client Services for Enavate, Luke oversaw all Managed Services in North America, and led the transformation of his organization in designing, planning, and building a Managed Service team, while also increasing gross profits and retention.
Luke has also served as Leader of Managed Services for Columbus Global, a professional and managed services software organization, where he had direct responsibility for Customer Success. He honed his services expertise with previous leadership roles at Biz Technology Solutions.
Luke frequently writes about these topics on the TSIA blog: managed services, managed services mistakes, what makes for a successful managed services provider, defining a managed services org structure, creating an executable and measurable managed services strategy, operational processes, and customer engagement.
The State of XaaS Product Management 2023
Join us to discover the top B2B tech industry trends of 2023 and solutions for overcoming business challenges impacting product management teams.
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Digging Economic Moats for XaaS Business Models
This report is designed to help TSIA members successfully pursue sustainable, predictable, and profitable revenue growth.
TSIA Quick Poll Results: Customer Success-Product Management Handshake
This research explores the aspects of an effective product management and customer success handshake.
Operationalizing the Flow of Work Along the XaaS Value Stream
This report defines the value stream and offers a framework to identify the most critical integrations and information flow.
Technology Upgrade and End-of-Life Management
This paper provides framing for how a technology provider can segment their existing install base for effective upgrade or upgrade execution.
The Digital Customer Experience (DCX) Maturity Model
This report addresses the four phases of maturity in TSIA's Digital Customer Experience (DCX) Maturity Model.
The Secrets to Fueling Product Adoption with In App Guidance
Discover TSIA’s recommended maturity framework for an effective in-application guidance strategy backed by industry data and case examples.
Defining and Measuring Value and Outcomes
Survey findings on the practice of defining and measuring customer business outcomes and vendors' value contribution to those outcomes.
Customer Success and Product Management Collaboration
A look at how a company’s product management and customer success organizations can collaborate for the benefit of the customer and business growth.
Trends in Technology and Service Pricing
Are technology prices increasing? Are technology services prices increasing with inflation?
Building a Successful Product Management–Customer Success Relationship
This report looks at how product management can work better with customer success and how customer success is dependent on product management.
The Essential Handshake Between Customer Success and Product Management
This report documents the first three first steps that should characterize any product management partnership with customer success.
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.