Comments for Michael Israel's "Maintenance Matters" http://michael.tsia.com Fri, 06 Aug 2010 05:16:33 +0000 hourly 1 http://wordpress.org/?v=3.0.1 Comment on Instant Polls on Costs of Customer Support for SaaS/Cloud Computing Vendors by Tweets that mention Instant Polls on Costs of Customer Support for SaaS/Cloud Computing Vendors « Michael Israel's "Maintenance Matters" -- Topsy.com http://michael.tsia.com/?p=612&cpage=1#comment-243 Tweets that mention Instant Polls on Costs of Customer Support for SaaS/Cloud Computing Vendors « Michael Israel's "Maintenance Matters" -- Topsy.com Fri, 06 Aug 2010 05:16:33 +0000 http://michael.tsia.com/?p=612#comment-243 [...] This post was mentioned on Twitter by On SaaS (@zhenjl), Holly Rollo. Holly Rollo said: RT @onsaas: HEADLINE: Instant Polls on Costs of Customer Support for SaaS/Cloud ... - http://bit.ly/9J35vQ [...] [...] This post was mentioned on Twitter by On SaaS (@zhenjl), Holly Rollo. Holly Rollo said: RT @onsaas: HEADLINE: Instant Polls on Costs of Customer Support for SaaS/Cloud … – http://bit.ly/9J35vQ [...]

]]> Comment on Welcome to “Maintenance Matters” by social networking software http://michael.tsia.com/?p=5&cpage=1#comment-235 social networking software Mon, 02 Aug 2010 14:48:37 +0000 http://michael.tsia.com/?p=5#comment-235 <strong>social networking software...</strong> Great post! I really liked the content and disposition in your topic!... social networking software…

Great post! I really liked the content and disposition in your topic!…

]]> Comment on New TSIA Benchmark Survey Lauched by Announcing the Launch of new TSIA Benchmark Survey! « Ragsdale’s Eye on Service http://michael.tsia.com/?p=566&cpage=1#comment-229 Announcing the Launch of new TSIA Benchmark Survey! « Ragsdale’s Eye on Service Tue, 27 Jul 2010 15:10:30 +0000 http://michael.tsia.com/?p=566#comment-229 [...] complete information on what’s new, here is a link to Michael’s blog with all the details. Excerpts [...] [...] complete information on what’s new, here is a link to Michael’s blog with all the details. Excerpts [...]

]]> Comment on Contact Me by New TSIA Benchmark Survey Lauched « Michael Israel's "Maintenance Matters" http://michael.tsia.com/?page_id=279&cpage=1#comment-228 New TSIA Benchmark Survey Lauched « Michael Israel's "Maintenance Matters" Mon, 26 Jul 2010 23:09:58 +0000 http://michael.tsia.com/?page_id=279#comment-228 [...] you to check out this valuable association for service and support organizations here. You can also CONTACT ME and I’ll put you in touch with right people who will explain all the benefits and [...] [...] you to check out this valuable association for service and support organizations here. You can also CONTACT ME and I’ll put you in touch with right people who will explain all the benefits and [...]

]]> Comment on Contact Me by AVERAGE COST PER SERVICE INCIDENT « Michael Israel's "Maintenance Matters" http://michael.tsia.com/?page_id=279&cpage=1#comment-200 AVERAGE COST PER SERVICE INCIDENT « Michael Israel's "Maintenance Matters" Tue, 15 Jun 2010 17:25:51 +0000 http://michael.tsia.com/?page_id=279#comment-200 [...] data that is simply not available anywhere else, or from any other organization in the world. Contact Me if you would like to learn [...] [...] data that is simply not available anywhere else, or from any other organization in the world. Contact Me if you would like to learn [...]

]]> Comment on “FACTOIDS” FROM TSIA FIELD SERVICE MAINTENANCE PRICING PRACTICES WEBCAST by Enkata Previews First Contact Resolution Software With Activity Tracker at TSIA’s Technology Services World Conference | Personal services http://michael.tsia.com/?p=340&cpage=1#comment-178 Enkata Previews First Contact Resolution Software With Activity Tracker at TSIA’s Technology Services World Conference | Personal services Mon, 03 May 2010 15:14:50 +0000 http://michael.tsia.com/?p=340#comment-178 [...] “FACTOIDS” FROM TSIA FIELD SERVICE MAINTENANCE PRICING PRACTICES … [...] [...] “FACTOIDS” FROM TSIA FIELD SERVICE MAINTENANCE PRICING PRACTICES … [...]

]]> Comment on “MAINTENANCE PRICING PRACTICES” REPORT AVAILABLE FOR DOWNLOAD BY TSIA MEMBERS, AND FOR PURCHASE BY ALL OTHERS by Public Sector Tenders http://michael.tsia.com/?p=258&cpage=1#comment-171 Public Sector Tenders Sun, 02 May 2010 00:09:51 +0000 http://michael.tsia.com/?p=258#comment-171 <strong>Public Sector Tenders...</strong> So nice so read a well written article... Public Sector Tenders…

So nice so read a well written article…

]]> Comment on SERVICE & SUPPORT MANAGEMENT HAS EARNED A SEAT AT THE EXECUTIVE TABLE by VALUE BASED PRICING TO BOOST SERVICE REVENUE « Michael Israel's "Maintenance Matters" http://michael.tsia.com/?p=115&cpage=1#comment-150 VALUE BASED PRICING TO BOOST SERVICE REVENUE « Michael Israel's "Maintenance Matters" Fri, 26 Feb 2010 21:37:00 +0000 http://michael.tsia.com/?p=115#comment-150 [...] This post has recently highlighted that service and support have become increasingly significant contributors to corporate top lines and profit margins (Service & Support Management Has Earned a Seat at the Executive Table). [...] [...] This post has recently highlighted that service and support have become increasingly significant contributors to corporate top lines and profit margins (Service & Support Management Has Earned a Seat at the Executive Table). [...]

]]> Comment on SERVICE & SUPPORT MANAGEMENT HAS EARNED A SEAT AT THE EXECUTIVE TABLE by Michael Israel http://michael.tsia.com/?p=115&cpage=1#comment-49 Michael Israel Tue, 02 Feb 2010 16:35:02 +0000 http://michael.tsia.com/?p=115#comment-49 Haim, we did not ask the survey participants to explain how they calculated their support margins, nor did we stipulate how they should calculate it for their answer. We left it up to each respondent to enter the margin according to their normal method of calculating gross profit margin on service and support. I have not gathered sufficient information on this from our member community to recommend a "best practice" as you request. For now I would just suggest the standard calculation of service & support revenue minus all cost of delivering service & support, divided by total service and support revenue. Haim, we did not ask the survey participants to explain how they calculated their support margins, nor did we stipulate how they should calculate it for their answer. We left it up to each respondent to enter the margin according to their normal method of calculating gross profit margin on service and support. I have not gathered sufficient information on this from our member community to recommend a “best practice” as you request. For now I would just suggest the standard calculation of service & support revenue minus all cost of delivering service & support, divided by total service and support revenue.

]]> Comment on SERVICE & SUPPORT MANAGEMENT HAS EARNED A SEAT AT THE EXECUTIVE TABLE by Haim Toeg http://michael.tsia.com/?p=115&cpage=1#comment-41 Haim Toeg Sat, 30 Jan 2010 03:22:18 +0000 http://michael.tsia.com/?p=115#comment-41 Michael, Congratulations on the new blog and interesting post. As a veteran of the enterprise support industry I am always curious about the way different companies use to calculate support margins, which expenses are taken into account and which not. Do you have a best practice you can recommend? Michael,

Congratulations on the new blog and interesting post. As a veteran of the enterprise support industry I am always curious about the way different companies use to calculate support margins, which expenses are taken into account and which not. Do you have a best practice you can recommend?

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