TSIA

DECEMBER 19, 2014

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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TSIA

DECEMBER 19, 2014

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.

Customer Satisfaction 40

Customer Satisfaction 40

TSIA

DECEMBER 18, 2014

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.

Books 40

Books Development 40

TSIA

DECEMBER 17, 2014

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.

Books 40

Books Technology 40

Speaker: Timothy Chan, PhD., Head of Data Science

Are you ready to move beyond the basics and take a deep dive into the cutting-edge techniques that are reshaping the landscape of experimentation? 🌐 From Sequential Testing to Multi-Armed Bandits, Switchback Experiments to Stratified Sampling, Timothy Chan, Data Science Lead, is here to unravel the mysteries of these powerful methodologies that are revolutionizing how we approach testing.

Product Research

TSIA

DECEMBER 16, 2014

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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TSIA

DECEMBER 13, 2014

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.

Webinar 40

Webinar Technology 40

TSIA

DECEMBER 15, 2014

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.

Strategy 40

Strategy 40