why attend the technology services world conference

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

http://www.technologyservicesworld.com/

New and Exciting TSW Features


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.



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.



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



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

““



Register Early to Save


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.


http://www.technologyservicesworld.com/register/


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


http://www.tsia.com/