SOURCE: Technology Services Industry Association (TSIA)

Technology Services Industry Association

October 19, 2015 19:30 ET

TSIA Announces Transition in Its Largest Membership Program

Customer Success and Support Services to Become Separate Service Disciplines

LAS VEGAS, NV--(Marketwired - October 19, 2015) - The Technology Services Industry Association (TSIA), the leading association for today's technology services organizations, today announced that it will be changing the scope of its Customer Success and Support service discipline by transitioning it into two membership programs-the Customer Success (CS) and Support Services (SS) membership offers. This transition will allow TSIA to provide its members with more focused thought leadership and dedicated research resources in these two rapidly evolving functions affecting today's technology service organizations. TSIA's executive director, Thomas Lah, made the announcement today at the Technology Services World (TSW) 2015 Service Transformations conference, held this week in Las Vegas.

Membership in TSIA's Customer Success and Support service discipline has grown significantly since its introduction in May 2014. With more technology companies focusing on providing customer outcomes, customer success has quickly evolved as its own function within technology services organizations, operating alongside support, marketing, and sales to create and maintain better customer-supplier relationships. The transition into to two separate disciplines will allow for a more in-depth approach to the research, business frameworks, and best practices TSIA members need in order to grow and advance.

With this transition, TSIA's Support Services discipline will focus on improving the traditional technical support charter of maximizing the availability of technology, while Customer Success will focus on developing strategies to increase customer adoption of technology and create the conditions to expand customer relationships. Research initiatives for TSIA's Support Services discipline will continue to be led by vice president of research for customer success and support, Judith Platz, while the newest member of the TSIA research team, Peter Armaly, will be the head of customer success research. Mr. Armaly reports to Ms. Platz.

"Customer success and support has seen some incredible developments recently, and I expect we'll continue to see more in the future," says Platz. "Membership in TSIA's Customer Success and Support discipline has increased by 21% in the past two years, but with the evolution occurring within our industry, the timing is right to create separate research focus areas for support services and customer success. I am excited to have the opportunity to continue to help our members of both disciplines achieve their business objectives."

Peter Armaly also commented on the transition, "In my role as the vice president of customer success research for TSIA, I look forward to using my over 30 years of experience in supporting, enabling, and driving success with customers to benefit members of our new Customer Success research discipline."

Companies seeking a TSIA membership now have the opportunity to join one or both service disciplines to get a competitive edge in the ever-changing climate of today's technology services industry. For companies that wish to immediately leverage both the customer success and support services research streams, TSIA is offering a limited-time opportunity to participate in both membership programs for one year for the price of one corporate membership for organizations that join by October 31, 2015.

"Though customer success and support services greatly influence each other, there is still a lot more that can be explored in each facet," says J.B. Wood, president and CEO of TSIA. "With this transition into two membership programs, businesses seeking a membership with TSIA can decide which will benefit them most in helping them reach their business objectives."

More about TSIA's service disciplines and research initiatives can be found on the TSIA website at https://tsia.com/focus-areas/overview.html. For specific information about TSIA's latest customer success research, please visit http://tsia.com/success.

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA's editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google+.

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