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2017 “State of” Reports

Key Trends

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The best practices & thought leadership your organization needs to succeed.

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SSSupport Services

ExSExpand Selling

SRGService

Revenue Generation

MSManaged Services

PSProfessional

Services

ESEducation Services

FSField

Services

CSCustomer Success

For 8 Key Disciplines

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Here’s a look at 3 key trends from the 2017 “State of” report for each discipline.

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The State of Customer Success Key Trends

• Trend #1: Sales Costs 36% of the time, technology companies utilize sales reps to sell renewal contracts.

• Trend #2: Services Portfolios49% of companies monetize some portion of their customer success portfolio.

• Trend #3: Service Organization Structure50%+ of the time, field, consulting, and technical services report into the global services or customer success executive.

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The State of Education Services Key Trends

• Trend #1: Emphasis on Adoption 17% YoY increase in the percentage of education services orgs that identify adoption as their primary objective.

• Trend #2: Partnering to Drive Value56% of education services orgs partner with other service lines to help foster customer success.

• Trend #3: ES Subscription Revenue Growth8% YoY increase in the percentage of education services revenue from subscription offers.

6> Read the Report

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The State of Expand Selling Key Trends

• Trend #1: The Quest for Profitable XaaS It’s 60-85% cheaper to acquire revenue from existing customers than it is to acquire revenue from new customers.

• Trend #2: Extreme Cost Optimization It costs 70-95% less to generate sales leads using services touchpoints compared to the cost of marketing or inside sales-generated leads.

• Trend #3: Declining Product Revenues Deals grow by 5-13x when companies apply business value consulting techniques with existing customers.

7> Read the Report

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The State of Field Services Key Trends

• Trend #1: Being the Low-cost Provider 73% of field services organizations are struggling with profitable revenue growth.

• Trend #2: Automation is Critical75% of total service delivery costs reside in the on-site channel.

• Trend #3: Talent Management7x increase in field service engineer training hours for expand selling as organizations shift from a CapEx to an as-a-service model.

8> Read the Report

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The State of Managed Services 2017

• Trend #1: Increasing Revenues42% is the average net-new revenue growth for managed services.

• Trend #2: Cloud or Bust96% of all managed services providers now offer a managed XaaS solution.

• Trend #3: Dedicated Sales27% of managed services orgs now have a dedicated MS sales team.

9> Read the Report

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The State of Professional Services Key Trends

• Trend #1: Emphasis on Value162% YoY growth is realized for the percent of revenues from value realization or adoption.

• Trend #2: Larger Deals9% YoY increase in the average professional services deal size.

• Trend #3: Customer Focused17% YoY increase for professional services projects surveyed for customer satisfaction (CSAT).

10> Read the Report

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The State of Service Revenue Generation Key Trends

• Trend #1: Frictionless Renewals Only 23% of benchmarked companies execute an effective auto-renew program; yet these programs contribute to higher renewal rates.

• Trend #2: Customer Success PlansXaaS companies are combining sophisticated support capabilities with adoption services in order to sell fee-based services.

• Trend #3: Premium Support Services$30 million of premium support contracts typically contribute $14 million of incremental gross profit dollars to a company.

11> Read the Report

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The State of Support Services Key Trends

• Trend #1: Customer Experience71% of TSIA support services members are not tracking customer effort.

• Trend #2: Customer Engagement28% of the industry is routing new service incidents to the first available agent instead of the most skilled agent.

• Trend #3: Support Modernization17.6% of support reps are compensated for both new sales and renewals.

12> Read the Report

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