Well, the TSIA Conference Technology & Services World Las Vegas was quite a show. From the initial keynote address to the final sessions, there was a lot of content for folks to consume, and a ton of ideas to put into practice. The Projector Team enjoyed meeting many folks in person, and we thank everyone who stopped by our virtual booth as well. Here are a few themes we pulled from the sessions we attended and the conversations we had during TSW Las Vegas.
The Market for Services Revenue Continues to Grow
In 2008 for every $2 of product revenue a company saw, its services revenue generated $1. The exact opposite was the case in 2020. With this compelling fact, J.B. Wood, president and CEO of TSIA, opened the TSIA keynote address, and went on to illuminate how the B2B technology market has completed a shift to a service-centric business model. The growing importance of services teams cannot be understated, as companies look externally for expertise to help them navigate and learn in a changing world. As a result, the complexity of your business solutions and that of your business operations will become linked, and sooner than you think.
Customers Will Continue to Demand More Value from Their Services Providers
The excellent panel discussion, Engineering Professional Services Offers to Maximize Customer Value and Outcomes, was moderated by TSIA’s Bo Di Muccio and Dave Young, and featured panelists from tech leaders Salesforce, Google and SAP. Their focus on measuring and improving value in Professional Services delivery offered this key take: understanding what you’re going to deliver before you begin is critical. Gone are the days of customers accepting duplication, overlap and do-overs as an assumed part of service delivery. Don’t overpromise, DO over plan. For those who get it right, there’s much to gain.
Operational Rigor Is a Services Differentiator
As customers demand less complexity and lean on services professionals for help, billable teams need to spend their precious time focused on delivery. During their tabletop discussion, PS Hot Topics, Bo Di Muccio and Dave Young called out the fact that operational efficiency matters. Removing controllable delays in your process (e.g., quote to close, time to staff) equates to faster customer time to value. Having a resource management discipline that includes effective skills inventory, efficient staffing and scheduling and the ability to forecast out 6-12 months is a top differentiator. Adopting technology, like a PSA, and streamlining workflows to maximize consultant energy is a given. And, as we said in a recent post, also nets other benefits like preventing employee burnout. Disciplined resource management and other operational initiatives will only grow in importance as employees demand more of the work they want, and businesses struggle to hire in a tight labor market. Efficient operations will drive higher customer satisfaction but also employee satisfaction as consultants can spend more time delivering their expertise to customers in need of help.
In Summary – A Great Return and a Time to Refocus
This year’s TSIA conference gave us a chance to come together to look at our businesses through the lens of what we do and how well we do it. The PS landscape continues to grow, and the emphasis on company and customer value must be where services teams focus. How we get there is through a combination of our winning ideas and operational rigor, bringing tools, process and measurement to every stage of the customer journey. Thanks again to everyone who joined us online or at our booth, we’re looking forward with excitement to TSIA world Interact in Orlando in May.