I’m pleased to announced that my 9th annual TSIA Technology Survey is now open! This survey covers 24 categories of tools and services used by customer support, professional services, education services, managed services and field service. The survey is open to everyone (not just TSIA members), and if you complete the survey, you will receive a copy of the resulting research report, “The 2014 TSIA Heatmap,” which discusses adoption levels of each category and top technology trends related to service organizations.
The survey addresses adoption, satisfaction, and planned spending for commonly used technologies including CRM, knowledge management, enterprise search, web collaboration, online communities, social media monitoring, analytic platforms, learning management, etc. The survey asks which line of service you work for, then only prompts you with categories that apply. For example, if you work in Field Service, you will be asked about scheduling and dispatch tools, and if you work in Professional Services, you will be asked about professional services automation. So you won’t have to answer all 24 categories!
There are 2 new categories in the survey this year:
- Recurring Revenue Management: These tools are used by service professional to manage the sales and renewals processes for maintenance and service contracts. Functionality includes automating renewals, renewal dashboards, and analytics to predict likelihood of renewal and manage profitable contract/maintenance programs.
- Consumption Monitoring/Analytics: These tools are used to measure and monitor customer consumption of technology, gauging how quickly customers are adoption new tools, common process flows, top used features, number of users and length of session time, etc. Consumption Monitoring is a key piece of shifting toward outcome based services.
I also use the data to create several other reports, including a spending trends report by discipline, a special report for EMEA, and a report showing top installed products in each category, which always ends up as one of the top downloaded research reports of the year. In addition, the survey results provide the winners to 2 awards we present to TSIA partners, TechBEST Best in Satisfaction at our Spring TSW conference in Santa Clara, and TechBEST Best in Adoption at our Fall TSW conference in Las Vegas. If you are a TSIA partner, ask your customers to take the survey!
The survey is open until March 31st. It should take less than 10 minutes to complete the survey. Your responses are kept confidential, and are only reported in aggregate. Here is the link to the survey: https://survey.vovici.com/se.ashx?s=7E212C591306D9B1
Thanks in advance for your support, and after you take the survey, pass along the link to your friends in service organizations! The more responses, the better. And as always, thanks for reading!