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(EMAILWIRE.COM, May 07, 2012 ) SAN DIEGO and SANTA CLARA, CA – TSIA’s sixth annual technology spending survey is complete, documenting member adoption, satisfaction, and planned investment across 24 areas of services and technology used by education services, professional services, field services, support services, and service revenue generation practitioners. For the first time, the survey targeted European firms in addition to North American firms: 25% of survey responses were from Europe.
The report, authored by TSIA vice president of technology research John Ragsdale, was released in conjunction with Technology Services World 2012 Best Practices, now in session through May 9.
According to the findings, planned spending is very high for 2012–2013, with double-digit percents of TSIA members planning additional purchases in every category covered by the survey. Top spending categories include online communities, enterprise CRM, and field service scheduling automation.
It was revealed that TSIA European members have an average annual budget of €2.8 million ($3.65 million) to purchase, implement, and maintain service technology, compared to €2.28 million ($2.98 million) for North American firms, and that European members have high adoption of core service technology, particularly in the infrastructure areas.
“With the increased complexity of today’s products and the ever-growing number of customer interactions, clearly, investments in service and support technology are a primary avenue to meet and exceed customer expectations for service levels. But knowing where to start is difficult, with many different products offering a similar ROI story,” says Ragsdale. “Knowing what technologies peer companies are investing in makes this report a valuable tool for service organizations across all service disciplines.”
The Europe 2012 Adoption and Spending Trends report is available from the TSIA website.
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 midsize businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. www.tsia.com
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Contact:
Suzanne Hite, TSIA
410-774-5322
suzanne.hite@tsia.com
TSIA
Suzanne Hite
410-774-5322
suzanne.hite@tsia.com 
Source: EmailWire.com
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