2012 TSIA Member Technology Spending Report: Results Live Today!

Today at TSIA’s Technolgy Services World (TSW) Conference at the Santa Clara Convention Center, I am presenting the findings of my 2012 Member Technology Survey at 4:15 in my Power Hour session, “The 2012 TSIA Technology Heatmap: Service Technology Spending and Adoption Trends.”

TSIA’s sixth annual member technology survey is complete, documenting member adoption, satisfaction, and planned spending across 24 areas of services and technology used by education services, professional services, field services, support services, and service revenue generation. According to the survey, TSIA members have an average annual budget of $2.99 million to purchase, implement, and maintain service technology. Several areas of technology saw increased adoption over the last year, particularly enterprise mobility and reporting/analytic platforms, which are now seeing adoption across all service divisions. Satisfaction scores for technology and services in place were unimpressive again this year: only one category averaged above a 4.0 on a five-point satisfaction scale (1 being very unsatisfied; 5 being very satisfied), and multiple categories saw averages below 3.5.

Planned spending is very high for 2012–2013, with double-digit percents of members planning additional purchases in every category covered by the survey. Top spending categories include online communities, knowledge and content management, and reporting platforms, with all TSIA disciplines planning investment.

The survey findings are also being released to the TSIA.com website today with mulitple research reports targeting different audiences. For the very first time, this year’s survey targeted Europe, and I authored a separate report comparing technology adoption and spending in North America to Europe. Two other reports appear this year for the first time, a spending report specific to our Service Revenue Generation (SRG) discipline, focusing on technology directly linked to revenue such as contract management and offer management. Also, I created a report listing the top installed products across all 24 categories covered by the survey, which is a question I receive again and again from members.  Here are all the reports live on TSIA.com today:

  • 2012 Technology Services Heatmap: Adoption Trends across 24 Categories of Tools and Services
  • 2012 TSIA Member Technology Spending Report: Education Services
  • 2012 TSIA Member Technology Spending Report: Field Service
  • 2012 TSIA Member Technology Spending Report: Professional Services
  • 2012 TSIA Member Technology Spending Report: Support Services
  • 2012 TSIA Member Technology Spending Report: Service Revenue Generation
  • 2012 TSIA Member Technology Spending Report: Europe
  • Top Installed Products by TSIA Members: 2012: Technology and Services Partners with the Highest Adoption by TSIA Members

Here is a look at this year’s Heatmap, which is a color-coded guide to technology adoption.

I’d like to thank everyone who responded to this year’s survey, and a special thanks to Suzanne LaBounty, our intrepid editor who made time for all these reports in the middle of the TSW crush! Thanks for reading, and hope to see you in my Power Hour session later today!

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