About
Welcome to my blog! I am Vice President of Technology Research for the Technology Services Industry Association (TSIA), and this blog is my avenue to share:
- Key information from our association benchmark databases, as well as other member and industry surveys we execute, in order to point out trends and best practices.
- Technology information on customer service, field service and professional services automation applications, derived from vendor/partner briefings and independent research.
- Significant industry events, such as mergers and acquistions, within the service and support technology market.
While I publish formal research reports on the association websites, my blog postings are shorter, less formal, and hopefully a bit of fun. I encourage everyone to submit comments and questions, and I will do my best to respond to all as soon as possible.
If you want to send private comments, you can email me at john.ragsdale@tsia.com.
Thanks for reading!
Ragsdale’s Eye on Service 
March 22, 2010 at 8:37 pm
John,
My name is Tobin Wagner and I work in the finance department of a software and consulting company. I would like to know if, for consulting agreements, what the practice is for billing employee expenses back to the customer. I would like to know what is typical in Japan and globally. Do you have any statistics around this issue, or could you direct me to a person or group where I could post questions?
Regards,
Tobin Wagner
May 11, 2010 at 5:21 am
[…] us for an interactive Webinar with John Ragsdale of TSIA to learn which qualitative, quantitative and cost metrics to include in a dashboard for […]
May 13, 2010 at 8:48 pm
Hi John
I had a question for clarification on your presentation today: one of the benchmark data items you presented was Average Response Time for Web. What is the scenario in this case? When I think of web response time I typically think of web self-service, which would have an instant response time. Is this something like submitting an “ask a question” from a web page?
Thanks
Steve
November 4, 2011 at 6:16 pm
[…] instrumental in helping re-cast how organizations rally around customer needs in the 21st century. John Ragsdale will be moderating this […]
November 8, 2011 at 2:22 am
[…] instrumental in helping re-cast how organizations rally around customer needs in the 21st century. John Ragsdale will be moderating this […]
March 23, 2012 at 1:01 pm
[…] just didn’t work that well. “To be honest, most field techs refused to use the software,” Ragsdale, the vice president of technology research for TSIA, said during a webinar Thursday titled “The 5 […]