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  • Resource Title
  • Content Type
  • customer maturity framework
  • Customer Success Maturity Model
    Learn the top 5 questions asked as companies work to define customer success and how those relate to TSIA's customer maturity model framework.
  • Research Report
  • trends for outsourcing support
  • 2016 Outsourcing Support Trends
    This report includes findings from TSIA's Support Services Benchmark Survey, such as the percentage of member organizations that outsource support.
  • Research Report
  • 2016 Technology Services Heatmap
  • 2016 Technology Services Heatmap
    Download this report and follow the heatmap's color-coding to make simple, high-level assessments of the sophistication of your company's technology infrastructure.
  • Research Report
  • TSIA 2017 Service Capability Heatmap
  • TSIA Service Capability Heatmap
    Get insight into the organizational capabilities your services business needs to master in order to improve its operational and financial performance in 2017.
  • Research Report
  • Technology Spending Report: FS
  • Technology Spending Report: Field Services
    Download the report and start taking the necessary steps to meet and exceed customer expectations for service levels and improve overall satisfaction.
  • Research Report
  • State of KM
  • The State of Knowledge Management
    Get findings from TSIA's third annual Knowledge Management survey and gain valuable insight to help increase your likelihood of KM success.
  • Research Report
  • State of Customer Success
  • The State of Customer Success 2017
    This report highlights trends affecting customer success and provides recommendations for optimizing your organization.
  • Research Report
  • State of ES
  • The State of Education Services
    Discover how current industry trends are impacting education services and which service capabilities your organization should be investing in.
  • Research Report
  • State of ExS
  • The State of Expand Selling
    This report details how expand selling is a critical and integral piece of the puzzle to enable technology companies to reignite profitable revenue growth.
  • Research Report
  • State of FS
  • The State of Field Services
    This report identifies the top business challenges affecting field services organizations as well as service capabilities you should be investing in.
  • Research Report
  • The State of Professional Services: 2015
  • The State of Professional Services
    Read about what professional services leaders can expect from current industry trends, as well as how to generate more revenue and growth.
  • Research Report
  • State of SRG
  • The State of Service Revenue Generation
    This report outlines the key industry trends that are impacting service revenue generation organizations as well as the best service capabilities to invest in.
  • Research Report
  • State of SS
  • The State of Support Services 2017
    Learn industry trends impacting support services and new capabilities needed to create the differentiated support experience your customers expect.
  • Research Report
  • The State of Social Support
  • The State of Social Support
    Find out how your company can offer better support via social media, including the top social media channels, strategies, and best practices.
  • Research Report
  • Business for Education Services Business
  • The Impact of B4B on Education Services
    Discover the impact of B4B (business for business) on education services organizations, and the critical capabilities executives should focus on.
  • Research Report
  • Business for Field Services Business
  • The Impact of B4B on Field Services
    Discover the impact of B4B (business for business) on field services organizations, and the critical capabilities executives should focus on.
  • Research Report
  • Business for Managed Services Business
  • The Impact of B4B on Managed Services
    Discover the impact of B4B (business for business) on managed services organizations, and the critical capabilities executives should focus on.
  • Research Report
  • Business for Support Services Business
  • The Impact of B4B on Support Services
    Discover the impact of B4B (business for business) on support services organizations, and the critical capabilities executives should focus on.
  • Research Report
  • TSIA Member Success Stories
  • TSIA ROI Case Studies
    See how services organizations were able to utilize their TSIA membership to solve their top business challenges.
  • SlideShare
  • Customer Success Benchmark Trends
  • Customer Success Benchmark Trends
    Here's a look at 3 key research findings from TSIA's Customer Success Benchmark Study that can help you make incremental improvements to your business.
  • SlideShare
  • Education Services Benchmark Trends
  • Education Services Benchmark Trends
    Here's a look at 3 key research findings from TSIA's Education Services Benchmark Study that can help you make incremental improvements to your business.
  • SlideShare
  • PS Benchmark Trends
  • Managed Services Benchmark Trends
    Here's a look at 5 key research findings from TSIA's Managed Services Benchmark Study that can help you make incremental improvements to your business.
  • SlideShare
  • PS Benchmark Trends
  • Professional Services Benchmark Trends
    Here's a look at 4 key research trends from TSIA's Professional Services Benchmark Study that can help you make incremental improvements to your business.
  • SlideShare
  • SS Benchmark Trends
  • Support Services Benchmark Trends
    Here's a look at 3 key research findings from TSIA's Support Services Benchmark Study that can help you make incremental improvements to your business.
  • SlideShare
  • Customer Onboarding Readiness Assessment
  • Field Services Member ROI Case Studies
    The following case studies are an example of positive outcomes achieved by field services organizations through leveraging their TSIA membership benefits.
  • SlideShare
  • Customer Success Checklist
  • Customer Success Checklist
    This checklist outlines the top five actions your company can take to begin optimizing for customer success and boost revenue potential.
  • Quick Tool
  • Market Rates Highlights
  • Market Rates Highlights
    Download your copy of the market rates study and find out how your pricing strategy measures up to the industry.
  • Quick Tool
  • Land and Expand Selling
  • What is Expand Selling?
    Download this two-page overview of expand selling and find out how your business can achieve more cost-effective revenue growth.
  • Quick Tool
  • Benchmark Preview FS
  • Field Services Benchmark Preview
    Download this free preview to see how your organization could benefit from TSIA's Field Services Benchmark Survey.
  • Quick Tool
  • Benchmark Preview MS
  • Managed Services Benchmark Preview
    Download your free copy to find out how participating in TSIA's Managed Services Benchmark Survey can help improve your organization.
  • Quick Tool
  • B4B: Chapter 1 download
  • B4B: Chapter 1 Download
    Download the first chapter of TSIA's latest book, B4B, to discover what's required for sustainable growth and profitability in a pay-per-use world.
  • Book
  • Education Services Success
  • Member Testimonial with Autodesk
    Callan Carpenter, VP, Global Named Accounts, Autodesk, talks about TSIA membership benefits like research, expert insight, and peer networking.
  • Video
  • TSIA Member Testimonail
  • Member Testimonial with HP Enterprise
    Kathy Eastwood, Director, SW Support Strategy and Operations, HP Enterprise, explains how TSIA membership helps her receive validation for new ideas.
  • Video
  • TSIA Member Testimonails
  • What Our Members Love About TSIA
    Don't take our word for it...at TSIA, we drive business outcomes—and help you to do the same. Here’s what members are saying about TSIA.
  • Video
  • Primer on Services Convergence
  • Primer on Services Convergence
    Get insights into drivers and benefits of services converge, see industry examples, and learn what a highly converged organization looks like.
  • White Paper
  • Achieving Project Performance
  • Achieving Extreme Project Performance
    Get best practices that your professional services organization can employ to improve your overall project performance results on a four-metric scale.
  • White Paper
  • Achieving Project Performance
  • Driving Customer Success at Scale
    This white paper details how technology companies can establish and scale customer success by leveraging TSIA's seven-step framework.
  • White Paper
  • Three Charters of Customer Success
  • Three Charters of Customer Success
    Identifying your charter is the first step to customer success optimization. This paper outlines three charters: Adopters, Expanders, and Renewers.
  • White Paper
  • Outcome Engineering
  • A Primer for Outcome Engineering
    Find out how to take the idea of Outcome Engineering from concept to execution, and deliver business outcomes for your customers.
  • White Paper
  • Customer Engagement Life Cycle
  • Defining the Customer Engagement Life Cycle
    The key is a customer engagement life cycle approach that starts with the purchase of the technology, grows into the customer truly leveraging the technology, and ends with the customer buying more technology.
  • White Paper