TSIA

🔥 The latest TSIA Tech Trends is here—showing how AI is transforming tech services in 2025. 📢 AI is more than just an option—it’s essential for staying competitive. Yet, many organizations still face challenges moving from experimentation to scalable, real-world success. In this edition, we cover: 1️⃣ AI Strategies: Practical frameworks and success stories 2️⃣ Research Journey Blogs: Insights on Professional Services, Customer Success, Managed Services, Support Services, and Field Services 3️⃣ TSIA Intelligence: Our new AI-powered tool for real-time data and smarter decisions 💡 Stay ahead with insights from industry leaders, learn how to leverage AI effectively, and subscribe to TSIA Tech Trends today: https://bit.ly/4i16uKV #AI #TechTrends #CustomerSuccess #ManagedServices #DigitalTransformation

How are organizations protecting renewal revenues? 💰 TSIA is running a new Quick Poll by Thomas Lah to explore how companies track and manage renewals and retention strategies. This poll examines best practices around forecasting, demonstrating value, measuring tech adoption, and leveraging data. By participating, you’ll be better equipped to: ✅ Systematically identify at-risk accounts before renewal conversations begin ✅ Implement strategies that provide a clear picture of renewal likelihood ✅ Conduct regular value reviews to reinforce the benefits of your solution 📊 Take the Quick Poll now and join the conversation: https://bit.ly/4dxa8dV #Renewals #CustomerRetention #CustomerSuccess #TSIAInsights

In a critical outage, the customer doesn’t just need answers. They need empathy. 💬 Phil Nanus, EVP of Customer Success at Salesforce, challenges support teams to show up differently in moments that matter. It’s not about the technical response—it’s how you make people feel during disruption. At #INTERACT2025, Nanus shares how Salesforce is merging AI with human intuition through Agentforce, and why the service and knowledge cycles must start from day one. 👉 Watch the full keynote: https://bit.ly/4kx4iM3 #CustomerExperience #AIinSupport #ServiceLeadership #Salesforce #TSIA #INTERACT2025

3 must-read TSIA ebooks to fuel your weekend learning ⬇️ 📌 Your Survival Guide: State of Revenue 2025: https://bit.ly/3FpcKOp 📌 Data-Driven Benchmarking for Tech Companies: Insights to Optimize Performance and Growth: https://bit.ly/3H8yVZI 📌 The State of Managed Services 2025: https://bit.ly/3YSXsIs 💡 Learn more about TSIA: https://bit.ly/m/TSIA #Benchmarking #ManagedServices #AI #RevenueGrowth #B2BTech

At #TSIAWorldINTERACT, industry leaders shared powerful insights on AI, agility, and building lasting customer value. We’re reflecting on the five standout quotes from executives who are helping shape the future of tech and services. ⚡ Heather Engen, Chief Customer Officer, Netradyne Phil Nanus, EVP of Customer Success, Salesforce Sarah Wright, Director, Modern Experiences Platforms & Analytics, Microsoft J.B. Wood, President & CEO, TSIA Sanjeev Balakrishnan, EVP of Customer Success, Salesforce ✨ Hearing all these powerful insights and perspectives? Try TSIA Intelligence—your on-demand hub for connecting strategy to execution: https://bit.ly/3SdTKW5 💬 Missed the keynotes at #TSIAWorldINTERACT 2025? You can now watch them on demand: https://bit.ly/4j9n1fn #AIinTech #CustomerSuccess #TechLeadership #DigitalTransformation #B2BInnovation

🔄 Digital-first support requires an omnichannel strategy that meets customer expectations. Vele Galovski, Vice President of Support Services Research at TSIA, explains how to build systems that deliver consistent, seamless experiences across platforms. Staying connected with customers wherever they are keeps them engaged and loyal. Leading companies are adopting digital-first strategies to deliver smarter support. Explore how to make your approach more efficient with insights from our latest research: https://bit.ly/4krqCGF #SupportServices #DigitalFirst #Omnichannel #CustomerExperience #B2B

Customer success is no longer a support function—it’s a strategic driver of recurring revenue. But most teams are still stuck in early phases, running disconnected pilots and reacting to churn. TSIA’s Customer Success Maturity Model outlines four clear phases: forming, storming, norming, and performing. Each phase helps teams benchmark their current state, identify capability gaps, and build toward scalable, outcome-driven programs. The goal? A proactive, measurable, and monetized CS function that’s tied to adoption, retention, and expansion. 👉 If your CS team is ready to grow into a revenue engine, this is your roadmap: https://bit.ly/4kiKTys #CustomerSuccess #SaaS #RecurringRevenue #B2BStrategy #TechServices #CSLeadership

If your contract renewal rates are lagging, customer expansion is slow, and revenue retention isn’t hitting the mark, your Customer Growth and Renewal strategy might be missing the metrics that matter. 👀 TSIA’s Performance Optimizer for Customer Growth and Renewal gives you free access to benchmarking data that shows where you stand—and what to fix first. You’ll gain insights into critical performance drivers: ✔️ Contract Renewal Rate: Measure renewal performance to identify gaps and boost contract retention. ✔️ Customer Expansion Rate: Track expansion to uncover growth opportunities and improve customer value. ✔️ Net Dollar Renewal Rate: Pinpoint inefficiencies to optimize revenue retention and drive profitability. ✔️ On-time Renewal Rates: Benchmark renewal efficiency to align with industry standards and reduce costs. They’re key to driving growth, boosting retention, and delivering impactful customer experiences. 👉 Start your free benchmark now: https://bit.ly/4kAp5hT #CustomerGrowth #RenewalStrategy #Benchmarking #PerformanceOptimizer #B2B #RevenueRetention

There are four ways work is getting done in tech companies today. Only one still looks like the old model. 🔁 In this clip from #INTERACT2025, Thomas Lah, Executive Director and EVP at TSIA, introduces what he calls the great workflow migration—a key shift driving how services organizations operate. From GenAI-augmented teams to fully autonomous workflows, the rules of productivity are being rewritten. 🎧Listen to the full #TECHtonic episode: https://bit.ly/4jfYUfk  🎥 Watch the keynotes from #TSIAWorldINTERACT: https://bit.ly/44OQp7o  📘 See how this shift fits into the “Four Forces” redefining tech business models in our AI in Tech Services ebook: https://bit.ly/3F5zanU #AI #TechLeadership #DigitalTransformation #TSIA #TECHtonic

The managed services market is projected to explode—reaching $731 billion by 2030, with a 13.6% annual growth rate. Yet many software companies are pulling back, just as the opportunity accelerates. The best in the business aren’t hesitating. ✅ They’re retaining 99% of recurring revenue ✅ Monetizing high-value support work ✅ Deepening customer loyalty ✅ Using pricing models built around outcomes, not hours Managed services aren’t just viable—they’re a proven path to sustainable revenue and strategic advantage. 👉 Here’s how to build a model that works: https://bit.ly/4doYz8x #ManagedServices #SoftwareCompanies #RecurringRevenue #CustomerSuccess #TechStrategy #B2B