TSIA's TSW 2017 Takeaways
The Technology Services Industry Association (TSIA) is a research, and advisory firm focused on helping tech companies drive profitable growth through strategically leveraging services. Many of the themes from their TSW conference in San Diego this May 2017 focused on the convergence of Customer Success and Services and expanding on how organizations need to tackle LAER (Land, Adopt, Expand, Renew).
Based on their findings, the TSIA Cloud 40 (leading cloud computing public companies), even with a 70% margin, were still unprofitable due to efficiency gaps including frameworks and compensation for customer adoption and redundancies between Marketing, Sales, and Customer Success on who owns the Customer's Experience.
Services teams are critical when it comes to our overall relationship with our clients. Did you realize they interact w/ our customer 10x more than sales? How much time are you investing into understanding their experience with this team and are we underserving our customers when we have opportunities to make mutually beneficial recommendations to better deliver to their goals?
The target organizational structure considers company P&L over the individual lines' P&L especially when you think of Customer Success as a Services motion with a Sales result. Also, looking at our Services teams as a strategic partner beyond implementation and fixes, our customers need us to innovate offerings here as well to surface unmet needs and critical KPIS. Often, we must lead them down this path as a real partner in their long term success.
Lastly, the discussion of differentiation through risk-taking led by bestselling innovation author, Debora Perry Piscione was an excellent way to end our time together there. Based on her findings, game-changing risk-takers (1) don't settle for the status quo (2) believe in a greater purpose (3) are creators, not observers (4) assert that anything is possible (5) have a lower level of fear (6) value talented people and prize collaboration.