Good Product Manager

DECEMBER 8, 2014

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

Reporting Tools 74

Reporting Tools Research Software Data Visualization Product Management 74

Tyner Blain

DECEMBER 10, 2014

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

User Testing 74

User Testing Feedback Software Customer Experience Framework 74

SidsAvenue

DECEMBER 28, 2014

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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TSIA

DECEMBER 23, 2014

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.

Research Software 40

Research Software Technology 40

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Finance

DISQO

DECEMBER 9, 2014

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.

Product Research 40

Product Research Weak Development Team Feedback Software Magazine 40

TSIA

DECEMBER 22, 2014

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

Education 40

Education Magazine 40

TSIA

DECEMBER 20, 2014

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.

Customer Experience 40

Customer Experience Technology 40

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

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Data Visualization

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

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 16, 2014

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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Presentation Technology Management Management 40

Speaker: David Warren and Kevin O’Neill Stoll

Transitioning to a usage-based business model offers powerful growth opportunities but comes with unique challenges. How do you validate strategies, reduce risks, and ensure alignment with customer value? Join us for a deep dive into designing effective pilots that test the waters and drive success in usage-based revenue. Discover how to develop a pilot that captures real customer feedback, aligns internal teams with usage metrics, and rethinks sales incentives to prioritize lasting customer eng

User Testing

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

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 12, 2014

‘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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TSIA

DECEMBER 12, 2014

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.

Management 40

Management Management Technology 40

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Data Visualization

TSIA

DECEMBER 11, 2014

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.

Technology 40

Technology Books 40

DISQO

DECEMBER 9, 2014

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.

Product Research 40

Product Research Weak Development Team Feedback Software Magazine 40

TSIA

DECEMBER 9, 2014

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).

Education 40

Education 40

DISQO

DECEMBER 9, 2014

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.

Weak Development Team 40

Weak Development Team Magazine Enterprise Vision 40

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