December, 2014

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Product Management Tools; Three Questions to Improve Product Management; Happy Holidays 2014

Good Product Manager

SiriusDecisions Field Guide Product Management Tools. I’m pleased to announce the release of the SiriusDecisions Field Guide “Product Planning, Prioritization and Roadmapping 2015.” This is a project that I have been involved in for the past several months with several colleagues at SiriusDecisions. The Field Guide covers 11 vendors whose offerings are designed to assist product managers with developing product plans, prioritizing features and enhancements, and maintaining and

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Good Enough

Tyner Blain

We hear a lot about building products which are “good enough” or “just barely good enough.” How do we know what “good enough” means for our customers? No one really tells us. Different Perspectives of Good Enough. There are several important ways to think about a product being good enough – for this article, we will limit the context for discussion to “good enough to ship to customers” or “good enough to stop making it better (for no

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A Year of Service Industry Transformation: A Look Back at 2014

TSIA

As 2014 draws to a close, the TSIA research team wanted to provide a brief recap of the top trends, lessons learned, and key takeaways the past year had to offer. Let's take a look at what we've learned this year, as well as what's on the horizon for the technology services industry in 2015.

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Why do products need a story?

DISQO

I’m often approached by young, aspiring entrepreneurs who ask some variation of the following: . I’m interested in starting a company in [Industry] that does [Laundry list of features], so where do I start? They usually want introductions to investors and developers – rarely are they seeking advice. So I respond with a question in turn, something I know they can relate to.

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The 25 Types of Innovation Dominating R&D Today

Innovation varies widely across sectors and organizations, creating value in diverse forms. Understanding different types is crucial for R&D teams to foster creativity and uncover missed opportunities. This guide explores 25 key types of innovation in management frameworks.

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How Facebook is messing your quality of life

SidsAvenue

I read this piece of news about Facebook conducting experiment to on people without their knowledge and consent. The experiment was to validate a theory about Human psychology that says "people feel bad when they see others are happy and vice-versa" In simple words the theory says that if you see your friend's awesome Holiday pictures, you will feel bad that are you not having the fun your friend is having.

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Education Services: Building and Maintaining a Successful Subscription-Based Business

TSIA

It used to be that the only thing a subscription bought you was a magazine, the newspaper, or maybe a gym membership. Clearly, times have changed. Products and services now offered via a subscription model abound, and they range from the simple, such as a weekly box of organic snacks, to the sophisticated, such as Amazon Web Services (AWS). With such diversity in the types of companies providing subscription-based offers, what approach should education services (ES) organizations consider in bui

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Technology and the Customer Experience

TSIA

It is clear that customer service is no longer in the silo of the customer support department, housed principally in a contact center. Instead, customer service needs to be implemented across various touch points within a company, including the company’s web platform and on their social media channels. IT departments are adapting to cloud-based and mobile-based platforms to make all these touch points sync together.

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Spare Parts Logistics: Specialized Services

TSIA

Spare parts logistics has quickly become a hot topic in the industry, which is a big reason why I decided to conduct my recent Spare Parts Multi-Member Study. Based on the results of this survey, I was able to outline the current state of spare parts logistics and how B4B will be impacting spares in the future. Here I will share with you how spare parts and logistics is important, expensive, complicated, and fast becoming a very specialized discipline in services.

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Support in the Era of Consumption Economics

TSIA

I've heard quite a few support leaders say that they know they're doing a good job because they're resolving issues quickly and their customer satisfaction surveys are good. Because, you know, that's what support does. Close cases. Quickly. In a way that satisfies customers. Mission accomplished; let's grab a beer! Not so fast. This belief begs the question of why the support organization exists.

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Launching LLM-Based Products: From Concept to Cash in 90 Days

Speaker: Christophe Louvion, Chief Product & Technology Officer of NRC Health and Tony Karrer, CTO at Aggregage

Christophe Louvion, Chief Product & Technology Officer of NRC Health, is here to take us through how he guided his company's recent experience of getting from concept to launch and sales of products within 90 days. In this exclusive webinar, Christophe will cover key aspects of his journey, including: LLM Development & Quick Wins 🤖 Understand how LLMs differ from traditional software, identifying opportunities for rapid development and deployment.

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Breakthroughs, Benchmarking, and the Five Stages of Grieving

TSIA

In his book, Where Good Ideas Come From , Steven Johnson identified principles that served as catalysts for breakthroughs throughout history: Seizing existing components or ideas and repurposing them for a completely different use. Adapting many layers of existing knowledge, components, delivery mechanisms that in themselves may not be unique; but which can be recombined or leveraged into something new that is unique or novel.

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Success in the New B4B Era

TSIA

B4B co-author and TSIA president and CEO J.B. Wood delivered the opening keynote at TSW 2013 Service Transformations conference, where B4B was officially launched to incredible response and enthusiasm. Below is a writeup highlighting many of Wood’s direct passages from that keynote that continue to be relevant to the future of the technology services industry.

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What 2015 Has In Store for Tech Support

TSIA

When it comes to what customers will want in 2015, I have news for you: it hasn’t changed. Here’s a brief overview of what we can expect for the future of tech support and my recommendations for streamlining the way you do business in the New Year.

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2014 Mid Year Trends Recap: Knowledge Management, Social, and PSA

TSIA

At our Spring Technology Services World (TSW) Best Practices conference in Santa Clara, California, any time I wasn’t presenting, I was in one-to-one meetings with TSIA members and partners. Now that we're wrapping up 2014, I wanted to recap with some of the insights I learned mid-year as food for thought going forward into 2015. Here is my account as I originally wrote it this spring.

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An Architect’s Guide for Selecting Scalable, Data-Layer Technologies

There’s no getting around it: selecting the right foundational data-layer components is crucial for long-term application success. That’s why we developed this white paper to give you insights into four key open-source technologies – Apache Cassandra®, Apache Kafka®, Apache Spark™, and OpenSearch® – and how to leverage them for lasting success. Discover everything you’ll want to know about scalable, data-layer technologies: Learn when to choose these technologies and when to avoid them Explore h

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Key Capabilities of Customer Success: Webinar Recap

TSIA

With the ever-growing trend of businesses offering technology as a service, many existing customer support organizations are reinventing themselves as facilitators of “customer success.” These companies still offer support services to fix problems as they crop up, but their main priority has shifted to improving the value they bring to their customers and increase adoption and retention.

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4 Easy Tips to Prepare Your Tech Support Team for the Holidays

TSIA

‘Tis the season to call for help! Caller A wants to install a car stereo for his sweetheart. Caller B can’t seem to coax those party invitations out of the printer. Caller C is “all thumbs” when it comes to assembling a child’s bicycle. Caller “D”… well, you get the picture! Deadlines and seasonal expectations can cause frayed nerves as consumers venture into territory they’re not familiar with or trained to handle, and it’s up to your

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The Reemergence of Managed Services: Capitalizing on the Cloud

TSIA

It just might be the greatest comeback ever. After the heyday of the application service provider (ASP) model in the 90's, managed services (MS) is reemerging as a top priority for many technology companies. A perfect storm of customer demand, technology and cloud maturity, and increased competitive pressure have put managed services back in the spotlight.

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What B4B Means for Technology and Services Organizations

TSIA

B4B co-author and TSIA executive director Thomas Lah delivered a memorable and eye-opening TSW keynote at last month’s TSW Service Transformations conference, discussing what the B4B model means for technology services organizations. Here are some highlights from that important discussion. If you haven’t gotten your copy of the book B4B , it’s a must-have, and it’s available at Amazon.

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Pricing for Profit: How to Set, Negotiate, and Succeed

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

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Why do products need a story?

DISQO

I’m often approached by young, aspiring entrepreneurs who ask some variation of the following: . I’m interested in starting a company in [Industry] that does [Laundry list of features], so where do I start? They usually want introductions to investors and developers – rarely are they seeking advice. So I respond with a question in turn, something I know they can relate to.

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Addressing Common Concerns with Learning-as-a-Service (LaaS)

TSIA

The future of learning is heading toward a cloud-based subscription model that gives people the ability to learn what they want, how they want, where they want, and when they want. This new found accessibility not only benefits users, but also gives education services organizations access to a wider audience of people who otherwise might not have considered training, and that is the real beauty of “Learning-as-a-Service” (LaaS).

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Why do products need a story?

DISQO

I’m often approached by young, aspiring entrepreneurs who ask some variation of the following: . I’m interested in starting a company in [Industry] that does [Laundry list of features], so where do I start? They usually want introductions to investors and developers – rarely are they seeking advice. So I respond with a question in turn, something I know they can relate to.

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[Infographic] Choosing a Professional Services Sales Model That's Right for You

TSIA

Discussions continue in organizations across the globe as they look to optimize their professional services sales models, and for good reason. An optimized professional services sales model helps organizations set realistic goals and put strategies into place that will help them achieve those goals, all while gaining a competitive advantage.

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Maximize Supply Chain Spend & Asset Utilization with Innovative Test Automation

Connected devices are emerging at an explosive rate exerting pressure on larger operators; however, some organizations cannot continue to purchase the latest & greatest devices without ramifications. The introduction of automated test technology drives the optimization of supply chain expenditures leveraging forward & reverse logistics paths. Adopting innovative test automation tools addresses these challenges by providing robust solutions for testing the interoperability, performance, & securit