How Benchmarking and AI Are Transforming Tech Services in 2025 | TSIA Tech Trends
Tech services leaders aren’t short on data—they’re short on direction.
This month, we’re spotlighting how top-performing orgs are using benchmarking precision and AI-powered tools to uncover what is and isn’t working, align cross-functional teams, and drive better decisions—faster.
Whether you’re rethinking Customer Success capacity or re-architecting Professional Services delivery, this newsletter shows you how to stop guessing and start outperforming.
Professional Services Benchmarking: Elevating Performance and Driving Business Success
“It’s great to hear from the experts how you stack up against your peers.” — Enterprise IT and Telecommunications SMB Company
Too many Professional Services organizations are still delivering results as if it were 2015.
Even as tech offerings evolve into complex, solution-led models, many Professional Services (PS) orgs continue to rely on outdated delivery structures that can’t scale or adapt. Critical performance potential—from sales alignment to monetization—gets buried under legacy practices, underutilized support teams, and missed opportunities for value-based pricing.
Benchmarking helped a $6 billion hardware company identify gaps in project margins, market rate attainment, and consultant utilization. The PS executive team had spent years debating where to invest, but had no clear roadmap. With TSIA’s support, they acted decisively and achieved:
15% increase in billable utilization
18% increase in proposal hit ratio
5.8% increase in deal attach rate
Utilization is up across the industry, but transformation remains uneven. TSIA benchmark data shows:
85% of PS orgs report formal P&Ls
56% have services engineering teams
Yet only 3% of revenue comes from value-based pricing, even though 61% have PS-dedicated sales teams
Transformation stalls when:
Delivery remains rooted in one-off projects
Pricing isn’t tied to outcomes
Teams are optimized for today’s workload, not tomorrow’s model
Most PS leaders think they have a performance issue. However, TSIA’s data shows that it’s more often a prioritization problem, where legacy practices and siloed structures hinder scale.
Customer Success Benchmarking: Insights to Enhance Retention, Growth, and Performance
“We found the results very valuable to help drive priority and organizational decisions on charter, our CSM processes, and company awareness of how other companies adopt customer success.” — Consumer Technology SMB Company
As Customer Success (CS) teams expand in scope, many organizations rely on general assumptions or technical tooling to guide their decisions. From team design to engagement strategy, benchmarking helps leaders cut through noise and build a sustainable, outcome-focused CS engine.
Retention is often misunderstood as a soft outcome. But for high-performing CS orgs, it’s a measurable system—driven by structure, segmentation, and strategic ownership.
One global tech company used TSIA’s benchmark to reassess its CS charter, clarify internal handoffs, and align renewal accountability. As a result, they improved both dollar retention and renewal effectiveness across key segments.
Top CS orgs don’t just track churn—they build systems that prevent it. TSIA’s benchmark analyzes over 325 data points to evaluate:
CSM-to-account ratios
Renewal impact metrics
Segmentation strategy
Tech stack utilization Customer engagement models
Too many CS orgs operate reactively—spending heavily on tools without adoption plans, or applying flat engagement strategies to customers with vastly different needs. That’s how churn creeps in despite high effort.
Smart benchmarking = smarter resource allocation.
It’s how top CS teams shift from reactive to high-impact, focusing their efforts on value, advocacy, and growth.
TSIA Intelligence: Your AI-Driven Decision Engine
In today’s fast-paced tech landscape, making data-driven decisions is crucial. TSIA Intelligence enables leaders to leverage real-time insights, improving strategic planning, customer success, and managed services. By combining proprietary data with practical guidance, TSIA Intelligence turns insights into action.
Why Use TSIA Intelligence?
Instant Insights: Real-time answers powered by TSIA research.
Data-Driven Decisions: Tailored insights for tech services challenges.
Customized Recommendations: Align decisions with industry best practices.
TSIA Intelligence transforms decision-making by combining real-world insights with cutting-edge analytics. It’s more than just a tool—it’s your strategic partner for driving success in tech services. 🌟
Get The Data You Need To Make Smart Decisions
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Director of Research, Customer Success at Technology & Services Industry Association (TSIA)
1moThis is a great read for those prioritizing Customer Success. Benchmarking removes the guesswork and helps leaders focus efforts where they’ll drive the most impact.