Announcing the 2010 Member Technology Survey: Please Join In!

Friday we launched the 4th annual Member Technology Survey, which tracks adoption, satisfaction and planned spending for enabling service and support technology across 20+ functional areas. This survey data is critical to my research efforts, providing data I will use all year long to:

• Create the 2010 Heatmap. The Heatmap is a graphical display of member technology adoption, showing “hot” product areas across technical support, professional services, and field service operations. The Heatmap is used throughout the year in published research and at our TSW events.
• Publish the 2010 Member Spending Report. This report will highlight top areas for member spending across all three service disciplines for 2010-2011, as well as showing adoption trends for emerging technology areas.
• Answer member inquiries. I receive approximately 200 inquiries a year from TSIA members on technology, and having access to which products are most commonly used, and member satisfaction with particular products, is extremely helpful in guiding members toward ‘best fit’ solutions.

What’s new in this year’s survey:

• I’m tracking use of some technology across all three service disciplines for the first time, so I can understand cross-service adoption of Enterprise CRM, Intelligent Search and Web collaboration.
• New categories: I added 3 new technology categories: Education/Learning Management, Reporting/Analytic Platform, Telephony Platform
• New services categories: For the first time I am surveying about Outsourcers/Service Providers and business consultants–which will be hugely helpful in answering inquiries.

This survey is open to all TSIA corporate and community members. Everyone who responds to the survey—including community members—will receive a copy of my 2010 Member Spending Report when it is published in May. And, the first 50 people who complete the survey will receive a Starbucks gift card!  Here’s the link.

Thanks to all of you for your ongoing help and support. I know you are very busy, and I appreciate you taking a few minutes to complete this survey. Please let me know if you have any questions.

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