TSIA World ENVISION closed with J.B. Wood, President & CEO, and Thomas Lah, Executive Director and Executive VP at TSIA, discussing reflections and insights from our week together, and exploring the benefits of Silo Busting for Profits and Growth. From key takeaways and the most impactful breakout session presentations to the pulse from countless conversations with attendees throughout the week, this framing conversation will add depth and insights to the content that was presented. What res...
Oct 27, 2023•1 hr•Ep. 63
In this episode, host Thomas Lah interviews Rashellee Herrera, founder and president at CPA firm RNB Capital, who focuses on helping CEOs optimize the financial performance of their SaaS businesses. She provides an expert take on today’s SaaS environment, what SaaS companies can do to protect cash flow, and the common mistakes that many SaaS companies make. Rashellee and Thomas discuss financial health metrics for SaaS businesses, as well as: Financial and business connections that executive tea...
Oct 13, 2023•27 min•Ep. 62
Tech companies everywhere are being challenged to grow recurring service revenues and scale customer success to nurture these recurring revenues. Today, TECHtonic host, Thomas Lah, is joined by Grad Rosenbaum, VP of Global Customer Success at HP Inc., to discuss these challenges, which are central to our current Research Journey, Protecting and Growing Your Customer Base. In this episode, Lah and Rosenbaum discuss the development of customer success at HP, the roles of sales and customer success...
Sep 29, 2023•38 min•Ep. 61
After years of focusing on growth at any cost, SaaS companies are now being forced to balance growth with improved profitability. Abbas Haider Ali, VP of customer success at GitHub and SaaS advisor and investor, believes that this pivot is creating a moment of truth for customer success organizations. Today, Ali talks to TSIA’s Thomas Lah about his experience as an investor and customer success executive, and what he sees in the customer success landscape today. They discuss topics such as: Key ...
Sep 15, 2023•48 min•Ep. 60
Today on TECHtonic, we dive into the role of customer success in a profitable software business model with Mike Flannagan, corporate vice president of global customer success at Microsoft. Mike and host Thomas Lah discuss what customer success entails today and how organizations can get it right, answering questions such as: How has customer success changed over the past few years? How can companies leverage data and analytics in terms of helping customers achieve business objectives? What is th...
Sep 01, 2023•35 min•Ep. 59
Today’s tech companies are struggling with the question of how to maintain corporate culture in a world where the workforce is rapidly evolving. But how do we define culture, and what are its effects? This week, we tackle the tricky topic of corporate culture with Culture Partners’ Chief Scientist of Workplace Culture, Jessica Kriegel, discussing such critical topics as: What defines company culture How culture drives results Elements of a strong or weak corporate culture What virtual work means...
Aug 18, 2023•40 min•Ep. 58
Shally Stanley, SVP of Global Delivery at Salesforce, joins us on TECHtonic to discuss the future of the professional services function within technology providers. In this episode, we cover topics such as: How companies are breaking down silos between professional services, customer success, and support KPIs and future metrics for success in professional services How companies are pricing and packaging professional services offers The impact of AI and data on consulting and professional service...
Aug 04, 2023•46 min•Ep. 57
Founding a successful SaaS company has never been easy, but as of 2022, it got much harder. Valuations took a hit, investment dollars became scarce, and for the first time ever, SaaS companies actually started laying off employees. In this episode of TECHtonic, Thomas is joined by Phil Alves, SaaS entrepreneur, CEO of DevSquad, and host of SaaS Origin Stories, a podcast where he interviews SaaS founders. In this fantastic conversation on the current state of SaaS, they discuss: How the current e...
Jul 21, 2023•32 min•Ep. 56
Managed services is one of the fastest-growing revenue streams in the technology industry, and can be a bridge to recurring revenues. Joined by Peter Lacoste, SVP of Managed Services at Dell, we shine a light on what it means to provide managed services in today's technology industry, and address the following questions: What is managed services and how is it different from traditional outsourcing? What are the best pricing approaches for managed services offers? How can managed services acceler...
Jul 07, 2023•37 min•Ep. 55
Edwina Fitzmaurice, Chief Customer Success Officer at Ernst & Young, gives some insight into effective customer success at a services company. They discuss the human side of customer success, as well as: How AI is impacting the tech industry. How to monetize customer success. What to look for in customer success talent. How to create a better B2B customer experience. How a chief customer success officer defines success. Why diversity is important in customer success....
Jun 23, 2023•44 min•Ep. 54
About 15% of Fortune 5000 companies have a chief product officer (CPO), and we believe that percentage will only increase. We click into the role of CPO with Moe Tanabian, veteran of AWS and Microsoft, and current CPO at Cognite, discussing: The challenges of moving into a leadership role. How a CPO drives best practices. Differences between CPO and chief technology officer (CTO). Challenges of the current economic environment. How to differentiate your business and keep margin on the table. How...
Jun 09, 2023•42 min•Ep. 53
Free Executive Briefing with Thomas Lah TSIA World ENVISION Thousands of sales, service, marketing, and training professionals are playing around with and imagining how AI can be used in their jobs and at their company. This episode is a panel discussion from TSIA World INTERACT 2023, which examines: The potentially constructive (and dangerous) uses of AI across the B2B customer lifecycle. How AI should (and should not) be adopted in the short term in sales and service. What the rise of AI might...
May 26, 2023•58 min•Ep. 52
Oliver Johnson, Chief Commercial Officer at SimCorp, joins Thomas to discuss the impact of XaaS transformation on the go-to-market capabilities of a company—specifically, how companies reduce the cost of growing revenue, utilize data in the sales process, and execute outcome-based sales. Questions answered include: What are the responsibilities of a Chief Commercial Officer? What does outcome selling mean? How do you execute outcome selling? What data is most important to a chief commercial offi...
May 12, 2023•32 min•Ep. 51
In this special 50th episode of TECHtonic, Thomas is joined by Nick Mehta, CEO of Gainsight, and Kellie Capote, Chief Customer Officer at Gainsight, to discuss the state of customer success in today’s economic environment. As the industry focuses on efficient growth, they talk about customer retention, digital experience, monetizing customer success, and migrating commercial responsibilities, while addressing some of tech's biggest customer success questions: How do you drive durable growth from...
Apr 28, 2023•40 min•Ep. 50
Digital Hesitation
Apr 14, 2023•37 min•Ep. 49
Mar 31, 2023•46 min•Ep. 48
TSIA World INTERACT: The Path to Profitable XaaS
Mar 17, 2023•24 min•Ep. 47
Mar 03, 2023•42 min•Ep. 46
Survey: 2023 The Sales Specialists
Feb 17, 2023•38 min•Ep. 45
Feb 03, 2023•43 min•Ep. 44
Jan 20, 2023•49 min•Ep. 43
Jan 06, 2023•50 min•Ep. 42
Dec 09, 2022•43 min•Ep. 41
Nov 25, 2022•47 min•Ep. 40
Report: XaaS Transformation
Nov 11, 2022•42 min•Ep. 39
Oct 28, 2022•59 min•Ep. 38
Oct 14, 2022•31 min•Ep. 39
Conference: TSIA World : Envision - Las Vegas, October 2022 Book: Digital Hesitation
Sep 30, 2022•45 min•Ep. 36
TSIA World: ENVISION - Las Vegas, October 2022
Sep 16, 2022•38 min•Ep. 35
Sep 02, 2022•33 min•Ep. 34
