Post on 18-Jan-2017
transcript
Organizational Convergencein a Recurring Revenue WorldSA
N D
IEGO • 2017
Join thousands of other service practitioners to learn about current trends, see the latest innovations, and engage with the best and the brightest minds the technology industry has to offer. You’re sure to come away from the
conference with a wealth of knowledge, inspiration, and the tools you’ll need to help your business grow.
WHY ATTEND THE TECHNOLOGY SERVICES WORLD CONFERENCE
May 1-3, 2017 | Hilton San Diego Bayfront
The technology industry continues to experience major transformation as everything from business models to customer expectations continue to evolve. At Technology Services World San Diego 2017, we will explore the latest trends affecting the technology industry and share insights for how to capitalize on the exciting opportunities these changes are creating for service organizations and beyond.
About Technology Services World San Diego 2017 Conference
www.technologyservicesworld.com
New and Exciting TSW Features
www.technologyservicesworld.com
Gorgeous new bayfront venue provides a spectacular backdrop for the week’s networking and learning.
An evening of networking with peers while enjoying America’s favorite past time – a baseball game at Petco Park!
Speed networking events will help you get matched up with new industry contacts who share similar interests and challenges.
VP track on Monday will allow senior executives to spend quality time discussing common industry issues by discipline.
Who Benefits from Attending TSW
SERVICE LEADERSService leaders responsible for building service capabilities that scale with the business and deliver business outcomes.
SALES LEADERSSales leaders that are looking for ways to re-engineer their selling motion to cost effectively land and expand customers.
PRODUCT DESIGNERSProduct designers that are working to develop competitive offers that are both sticky and profitable.
CFOsCFOs that are working to identify the target financial model for the new tech-as-a-service model.
www.technologyservicesworld.com
What Will Be Covered
CUSTOMER SUCCESS• How Customer Success is eating the traditional services model.• Customer Success offerings built off of existing service and
support capability.• Driving customer experience initiatives throughout the services
organization.• Funding Customer Success at scale.• Successful partnerships between Sales and Customer Success teams.• Identifying talent and resource throughout services for your Customer
Success initiatives and teams.• Optimizing the Customer Success and Professional Services handshake.
EDUCATION SERVICES• Working with other service lines to drive revenue and adoption.• The role of Education Services in Customer Success.• Shared services/centers of excellence in a converged services model.• A collaborative approach to service fulfillment in the age of customer
success.• The evolving role of the training partner in a subscription (recurring
revenue) world.• Leveraging learning analytics to assess student engagement.
EXPAND SELLING• Sympathy for the Devil - Understanding the sales mindset to gain
organizational alignment.• Post-it Notes, Pilots and Proof Points - Getting started with Expand Selling.• Emerging best practices in utilizing automation for real-time contextual
selling to your install base.• Compensating (or not) and rewarding support personnel for lead generation.• Say it five times fast - Can you calculate your company’s CAC, CEC and CRC?
• Quota and measurement for professional and field services for sales-related activities.
• Blurred Lines - Where does sales end and services begin in a XaaS world?
FIELD SERVICES• Leveraging Field Services in the LAER Model: driving adoption, expand
selling, delivering higher value added services.• Service Delivery Channel Optimization: finding the right channel/
channel partners to deliver the best service at the lowest cost.• Developing value added hardware service offers: from break fix, to
dedicated service engineers, to managed services.• Managing the install base throughout the life of the product: asset
management and spare parts.• Creating a new “service engineering” function that ensures consistent,
efficient delivery of services.• Connecting the dots: developing internal process capability to deliver
outcome based service offers.• Services and IoT: bringing delivery, product life cycle, and services
marketing to the same table.
MANAGED SERVICES• The relationship between Professional, Support and Managed Services.• The Managed Services financial model.• Shifting sales models when Managed XaaS is the product and the
product is the service.• Compensating all the players.• End-to-end delivery automation from service strategy to continual
service improvement.• Reducing internal friction and fighting when managed services eats
everything.
www.technologyservicesworld.com
What Will Be Covered
PROFESSIONAL SERVICES• Building new offers to generate recurring Professional Services
revenue streams.• Optimizing the Professional Services and Managed Services handshake.• Optimizing the Professional Services and Customer Success handshake.• Removing organizational barriers to converged customer engagement
models.• Resource management best practices in an era of converging services
and recurring revenue offers.• Tech industry transformation and emerging PS talent management
best practices• Defining the PS role across LAER.
SERVICE REVENUE GENERATION• Converging support and professional services in a single offer.• Implementing points and credit programs to keep premium offers
dynamic.• Gathering insights on unmet customer needs.• Sizing the market opportunity for outcome-based service offers.• Getting through the revenue recognition knot hole.• Launch practices for new service offers.• Leveraging Renewal Specialists to renew all recurring revenues.
SUPPORT SERVICES• The blurring services lines: what does the new support organization
look like? Where are the lines between Professional Services, Field Services, Education Services, Customer Success and Managed Services
• The Support Services financial model: how and why to move beyond cost centers
• Evolving Support Services talent practices and compensation models• Proactive Support: how Support and Customer Success can align to
accomplish• Navigating the transition from on-premise product support to SaaS
support• Converging service delivery resource pools• Achieving customer outcomes with outsourced support and/or partners
CROSS-DISCIPLINE• Creating a firm handshake between Professional Services and
Customer Success• Partnering between Support and Customer Success• Leveraging the Channel for your XaaS offers• Swallowing the Fish: Navigating the transition from product to
subscription revenue streams• Converging service portfolio management• Converging service delivery resource pools
SOCIAL• Ensuring customer success through collaboration • Are you listening to the increasingly social customer? • Improving success of customer communities • Should I care about Snapchat? • Crowdsourcing knowledge
www.technologyservicesworld.com
What People Think About TSW
Great 3 days. Valuable conference and break-out sessions; simplified some very difficult execu-tion challenges. We are going back excited with some valuable lessons and playbooks on portfo-lio and pricing to deliver profitable services.
Dilip Kumar, Dimension Data
““
This is my first time at-tending and it has been wonderful. I am tasked with generating reve-nue for elite support outcome-based results. The meeting gave me direction, education, new ideas, and just what I need to successfully trans-form my company and the customer to achieve the goal. Can’t wait to get started. Feet on the ground running to win first place!
Debbie Salladay, Infor
““
Prior to coming to these conferences, there was somewhat of an “isolat-ed” perspective to services within our company. Coming to these conferences has provided me two things: (1) an ability to network with other services colleagues, and (2) a feeling of belonging to a community.
Jim Morgan, ARRIS
““
www.technologyservicesworld.com
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TSW Attendee Profile
17%OPERATIONS
10%STRATEGY
37%SERVICEDELIVERY
13% OTHER
6% MARKETING
11% SALES
6% OFFER MGMT.
JOBFOCUS
www.technologyservicesworld.com
27%MANAGER
27%VP & ABOVE
33%DIRECTOR
JOB LEVEL
13%INDIVIDUAL
Register Early to Save
www.technologyservicesworld.com
REGISTER NOW!
CONFERENCEPASS
SAVE 30% (thru Nov 18)
SAVE 20% (Nov 19-Jan 31)
SAVE 10% (Feb 1-Mar 11)
FULL PRICE (Mar 13-Apr 28)
ON-SITE (Mar 13-Apr 28)
MEMBER $1,607 $1,836 $2,066 $2,295 $2,395
NON-MEMBER $1,887 $2,156 $2,426 $2,695 $2,795
DAY PASS* $995 $995 $995 $995 $1,095
TSIA members may also register using available conference vouchers.
www.technologyservicesworld.com
POWERED BY TECHNOLOGY SERVICES INDUSTRY ASSOCIATION
© Technology Services Industry Association | 17065 Camino San Bernardo, Ste. 200 | San Diego, CA 92127 | Tel. 1.858.674.5491
May 1-3, 2017 | Hilton San Diego Bayfront
Organizational Convergencein a Recurring Revenue WorldSA
N D
IEGO • 2017