As business models at tech companies rely increasingly on as-a-service (aaS) revenue growth, services functions have moved front and center. Today, tech leaders can do more than install, configure and support hardware and software. They can help lead business growth and support enterprise customer success at every stage of the life cycle.
Top-notch services functions that have the right focus, skills and tools can help a company:
To tackle these additional roles, many services functions may need to transform themselves. Some may focus on a few strategic areas while leaving other tasks to channel partners. Other teams may need new monetization models to go after new opportunities, and still others may need new technology and processes to support an industry-leading digital experience for their enterprise customers. Teams may also require new operating models along with new approaches to attracting and retaining talent.
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Companies that are transforming their services functions face significant challenges—partially because large numbers of experienced consultants, engineers and agents will likely have to learn new ways of working, and people tend to resist change. These five steps can help you build a virtuous cycle (positive outcomes that create additional positive outcomes) that can accelerate business growth and enable sustained margin expansion.
As customer demands grow—with new competitors vying to meet those demands—the time to act is now. With the help of their services functions, technology companies can offer enterprise customers a compelling digital experience and up-to-the-minute solutions. But to achieve those objectives, services themselves should change.
The road to future-ready services functions begins with a plan and a map. Assess what your customers want today, what they are likely to want tomorrow and what gaps you currently face. You can then set a path forward centered on these five steps to meet—and even anticipate—customer demands.
When the transformation of services functions is successful, the impact can be exponential. You can expect faster scaling of new businesses, leading-edge experiences for customers, enhanced customer retention, and upselling and cross-selling opportunities at every step of the life cycle.
Technology, Media and Telecommunications Advisory Leader, PwC US