Name: The State of Customer Success 2022
Start: 2022-04-27T17:00:00Z
End: 2022-04-27T17:00:44.000Z
Location: BrightTALK
Rating: 5

The Technology & Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. Services, Sales, Product, and Channel organizations at technology companies large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, and exceptional peer networking opportunities. 

TSIA tracks an index of fifty of the largest, publicly traded, global providers of technology services named The Technology and Services 50. TSIA also tracks an index of forty of the largest born in the cloud companies named the TSIA Cloud 40.

Join Thomas Lah, TSIA’s Executive Director and Executive Vice President, for this 1-hour webinar as he reviews the quarterly performance of both indexes.

During this 1-hour webinar, Thomas will:

- Review revenue and profit trends for technology companies in the TSIA 50 and TSIA Cloud 40 for the most recent quarter.
- Compare the performance of the two indexes.
- Review key quarterly trends.
- Discuss the attributes that are driving growth and profitability in tech business models today.

Tech Industry Review: Growth and Profitability Factors in Top Tech Companies

Product led growth takes a product experience approach to the go-to-market strategy by building the methods of acquisition, retention, and expansion directly into that product experience.

There are many myths and truths about the product led growth strategy. One such popular myth is that this strategy is mainly viable for early-stage startups with simple cloud products in massively horizontal markets. Nothing could be further from that truth.

In this impactful webinar, we'll review:

- Myths and realities of product led growth strategies.
- The tailwinds that fuel your product led growth plans.
- The headwinds that put sand in the gears of your product led growth aspirations.
- How well-established businesses with complex technologies are driving forward with product led growth.

Product Led Growth: Myths and Realities

Digital technologies and changing customer preferences continue to disrupt established business models with huge implications for Support organizations. As they are forced to move from reactive support to enabling XaaS subscription offers, Support organizations must objectively know how they compare to the industry, where the industry is heading, and how to map out a path to get there.

Join Vele Galovski, TSIA’s VP, Support and Field Services Research, for this 45-minute webinar as he walks through the four quadrants of TSIA’s Support Services Maturity Model, which is based on results and metrics from over 10 years of extensive Support organization benchmark data.

Key topics will include:

- An overview of industry trends.
- Benchmarking the maturity of your Support organization.
- The evolution of support services: strategic alignment and support operations.
- Designing your organization for the transformation journey.

Designing Your Support Organization for XaaS Transformation

The partner ecosystem has evolved a great deal as they support their customers in their journey of their digital transformations. There are partners that are at the forefront of the evolution, those that are in the midst of their business model transformation, and those that are in the early stages, just creating business plan options and determining which strategic course to take.

Vendors too, are encouraging the partner ecosystem and channel transformation, by creating enablement, infusing sensors in XaaS technology to collect data and pass it to their partners, and revisiting the partner economic model assumptions for their platforms in order to attract the most viable partner ecosystem possible to help their customers take their business outcomes to the next level.

Join Anne McClelland for this annual discussion on the State of XaaS Partner Channel Optimization. During this 45-minute webinar you will learn:

- The four steps to assure success of partners in the XaaS transition.
- Which is the most difficult of the four steps for partners and why.
- How vendors can enable partner success in the transition.

The State of Partner Channel Optimization 2022

"If you can measure it you can manage it.” These are words of wisdom often repeated in the business world. Yet , frequently there is confusion about what is important to measure and even what the common definition of a measurement should be.

In this interactive webinar, Jack Johnson, VP of Research for the Customer Growth and Renewal Practice, will hold a discussion about the evolving performance metrics that matter in an As-a-Service business and the implications operationally and financially.

Other topics discussed will include:

- Common performance results, and what “good” looks like
- On-Premise vs. Technology Subscription
- Segment impacts on performance

Measuring Success: Evolving KPIs for Growing Revenue in an As-a-Service Business

During this webinar, Executive Director Thomas Lah will present the key concepts of TSIA’s latest book: Digital Hesitation: Why B2B Companies Aren't Reaching Their Full Digital Potential. 
Back in 2018, Forbes published an article titled: Digital Transformation Four Years On: Hype Or Reality? In the following three years, the skepticism has mounted. Everyone is talking about digital transformation, but is there any “there there?” TSIA asserts that technology companies have just begun to tap into the true potential of digital transformation. Thomas will outline the key levers of digital transformation that technology companies should aggressively be pursuing: 
- The Digital Customer Experience
- Products that climb the value ladder
- Outcome aligned pricing
- Data driven sales
- Customer Success at scale
- Digitally enabled partners  
Thomas will also review the friction points that are creating this phenomenon of digital hesitation.

Digital Hesitation: Why B2B Companies Aren't Reaching Full Digital Potential

If your company has equipment on customer premise that you service, this “State of Field Services” webinar is for you.

Every company is a technology company today. The ability to digitally capture any product performance attribute with sensors and send the data to low-cost storage in the cloud where it can be analyzed is truly disrupting the business and operating models of multiple industries. As a result, every equipment manufacturer is riding one of two digital transformation waves: one that is focused on the product and the other that is focused on the customer’s processes.

Join Vele Galovski, TSIA’s VP, Support and Field Services Research, as he shares his findings based on TSIA’s benchmark data and discusses which key field service trends and core capabilities your organization needs to embrace in order to succeed in 2022 and beyond, including:

- An overview of industry trends impacting equipment manufacturers.
- Top business challenges faced by field services organizations.
- Three key concepts to embrace digital acceleration: 1)Overcoming “digital hesitation”; 2) Emerging trends in digital transformation; 3) The Digital Acceleration Action Plan.
- The top field services digital transformation capabilities.

The State of Field Services: 2022

TSIA tracks an index of fifty of the largest, publicly traded, global providers of technology services named The Technology and Services 50. TSIA also tracks an index of forty of the largest born in the cloud companies named the TSIA Cloud 40.

Join Thomas Lah, TSIA’s Executive Director and Executive Vice President, for this data-packed webinar as he reviews the quarterly performance of both indexes.

During this 1-hour webinar, Thomas will:

- Review revenue and profit trends for tech companies in the TSIA 50 and TSIA Cloud 40.
- Compare the performance of the two indexes.
- Review key quarterly trends.
- Discuss attributes that are driving growth and profitability in tech business models today.

If you want to stay on top of industry financial trends and be an informed tech leader, this is the webinar for you.

Technology Industry Quarterly Review Q1 2022

The continuing pandemic in 2021 forced many to accelerate investment in digital transformation, driving a rise in total revenues near levels not seen since 2008 and a continuing shift from technology revenue toward service revenue. The responsibility for customer value realization has shifted rapidly toward technology providers, an effect accelerated by the shift to cloud-based technologies and outcome-based business models in B2C markets.

As companies shift toward service intensive economic engines, the role of service offer management has expanded in scale and strategic import. Service offer leaders are increasingly expected to deliver services revenue growth with a healthy margin. With a global pandemic accelerating the market toward digitization and customer-outcome-based offers, having a well-designed service portfolio is more critical than ever. 

During this 45-minute webinar, Hal Stanley, TSIA’s Sr. Director of Service Portfolio Research, will address the following key questions: 
- What are the top business challenges facing service portfolio leaders in this time of massive industry transformation?
- What current trends in service offer management practices can offer leaders leverage for competitive advantage?
- How can companies rapidly tune their offer-market fit and deliver more tangible value to their customers?
- How is the role of service offer management evolving? How are companies organizing to create more complete offers?

The State of Service Offer Management 2022

The level of dissatisfaction that education organizations have with their learning management system (LMS) has been persistent for years. In fact, in the 12 years that I’ve been the VP of Education Services Research, I have never had a single member say, “I love my LMS.”  Why is that?

Interviews conducted with TSIA Education Services members reveal that there are a cadre of features and functions education organizations expect their LMS to provide. The reality is, to fulfill all these feature/function requirements, multiple, different systems, not just an LMS, are required. Yet, the unrealistic expectation is that the LMS should do it all, thus resulting in current and ongoing dissatisfaction levels. 

In this webinar, four functional categories, which materialized from the interview process, will be discussed:  
1. Learning management systems
2. Learning content management systems
3. Learning experience platforms 
4. e-Commerce integration

This is a great webinar for education and customer training organizations. Learn more about what it is you want your learning management system to do and other systems required to meet those needs.

Learning Management Systems: The System Customer Training Orgs Love to Hate

If you want to stay on top of industry financial trends and be an informed tech leader, this is the webinar for you.

TSIA tracks an index of fifty of the largest, publicly traded, global providers of technology services named The Technology and Services 50. TSIA also tracks an index of forty of the largest born in the cloud companies named the TSIA Cloud 40.

TSIA's analysis of these indexes provides valuable insights into how technology business models have been changing over the past decade.

Join Thomas Lah, TSIA’s Executive Director and Executive Vice President, for this 1-hour webinar as he reviews the quarterly performance of both indexes.

During this 1-hour webinar, Thomas will:

- Review revenue and profit trends for technology companies in the TSIA 50 and TSIA Cloud 40 for the most recent quarter.
- Compare the performance of the two indexes.
- Review key quarterly trends.
- Discuss the attributes that are driving growth and profitability in tech business models today.

Higher performance companies have the ability to design expansion and renewal workflows that are optimized for their specific customer segments.  Join Jack Johnson, TSIA VP, Customer Growth and Renewal Research and Advisory, as he discusses how to build efficient Sales cadences to grow revenue in the customer base.  Additionally, you’ll discover:  - TSIA's LAER (Land, Adopt, Expand, Renew) framework and why it is important. - Common workflow cadence approaches. - Components of off cycle expansion. - How to set up the renewal for growth.

Build a Winning Customer Growth Playbook

How well do you understand your customers’ business problems? What does your organization do to ensure the customer’s voice is reflected in your new service offers? Have you established a customer advisory council to inform your service portfolio decisions? Do you deeply mine customers’ service records for trends and insights? Do you use outcome engineering and value journey mapping to boost creativity in your market discovery efforts?

In this webinar, we'll discuss the tactics service offer and portfolio managers typically use to capture the customer’s voice, and which straightforward customer listening activities continue to deliver value to offer leaders.

Key topics will include:

- Summary of common customer inputs used by service offer managers.
- High-level recommendations to boost the customer voice in your service offer development organization.
- How using outcome engineering and offer journey mapping can unlock creativity in the market discovery process.

Create Service Offers that Reflect the Customer's Voice

The movement to subscription and XaaS is forcing companies to transform their business approaches and customer engagement models.

The rapid adoption of “low-friction land” and freemium models, along with the rise of customer success, is throwing this long-standing partnership into even greater turmoil.

Companies are trying to figure out the roles, responsibilities, and compensation for each of their customer-facing roles. In order to make this work, they can’t just take the new requirements and force them into their old processes.

A new partnership is needed and those who can get it right will be positioned to thrive.

In this webinar, Steve Frost, VP & Managing Director, Revenue Research and Advisory, will cover:

- The rapid evolution of the sales process in true XaaS
- How Sales and Services have to work together to make LAER work
- The emergence of outcomes as the driving force for the Sales/Services partnership
- How Services can help their sales counterparts make the XaaS transformation

The New Partnership Between Sales and Services

For customer success, 2021 was about focusing on digital customer engagement and experience while continuing to navigate the continued challenges of uncertain global events. What does 2022 have in store for the customer success community? Join us for this annual “State of Customer Success” webinar to find out!

During this 45-minute session, Stephen Fulkerson, TSIA’s VP, Customer Success Research, will:

- Identify the top trends within customer success organizations resulting from reactive actions in 2021 and proactive steps to prepare for 2022.  
- Examine the importance of customer success and the primary charters of responsibilities assumed as a result of the challenging global pandemic and subsequent economy.  
- Explore how the role of digital is transforming customer success organizations.
- Look at the top business challenges customer success executives focused on for 2021, showing where the concentration will be for 2022. 
- Help ensure you are investing in the right areas of customer success operations.

The State of Customer Success 2022

Customer Success

Customer Engagement

Customer Experience

SuccessFactors

Digital Transformation

Customer Experience Transformation

Customer Insight

Customer Growth

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Channel Sales

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Sales Strategy

In this SaaS and subscription economy, the key to success is customer success. This is much easier said than done as client ecosystems are constantly evolving and their needs and aptitudes vary. Join this community to engage with leaders who are prioritizing and pioneering customer success by helping clients maximize ROI, inspiring account growth and strong client retention.

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Get powerful sales management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on the sales strategies that are generating record-breaking booking, revenue and retention numbers.

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The State of Customer Success 2022

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