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Webinar | The Role of PSA in Enabling Your Business To Drive Customer Success

July 15, 2021 – 2:00pm ET
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Why Attend?

It’s not controversial to say that the ultimate marker of success for a services organization should be how successful they enable their customers to be. But what might be controversial is this: when evaluating solutions that drive services success, businesses are so focused on the value the solution will drive internally that they don’t focus enough on the potential these solutions have to drive value for their customers’ businesses.

In this 45-minute webinar, John Ragsdale, TSIA’s distinguished vice president of Technology Ecosystems, and Kimble’s Chief Product & Strategy Officer, Sarah Edwards, discussed common challenges that stand in the way of services organizations consistently delivering optimal time-to-value to their customers. In addition, the key components of professional services automation (PSA) solutions that enable businesses to make their customers more successful more quickly were highlighted.

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Featured Topics

  • Getting customer engagements off on the right foot during the sales process
  • Working as one team with the client toward a common goal
  • Shifting from putting out fires to preventing fires
  • Understanding the entire customer journey


John Ragsdale
Distinguished VP, Technology Research | TSIA

John Ragsdale is the distinguished vice president of technology research for TSIA. His area of expertise is in assisting enterprise technology firms with the selection and value realization of tools and platforms, with a constant focus on the customer experience. John drives TSIA’s highly regarded technology research agenda, delivering insightful thought-leadership research and analysis on the most pressing issues facing business leaders to enable them to better plan and execute their strategies. John earned the title of TSIA Distinguished Researcher when he reached over ten years in a research role at TSIA, having authored over 250 research articles, answered 3,000+ member inquiries, and developed frameworks and survey methodologies that helped members address complex business challenges. John also continues to take a lead role as a mentor, helping other members of the TSIA Research team master their skills.

Sarah Edwards
Chief Product & Strategy Officer | Kimble

As an experienced consultant, project manager, global practice manager and business leader Sarah has extensive experience from the ground up on how to manage a successful services business. With over six years at Kimble Applications, Sarah has lived and worked both in the US and Europe to help customers achieve services success and deliver significant business value.

Having previously managed a global team at Hitachi Consulting in Europe and prior to that helped grow IT consulting firms Fulcrum Solutions and Edenbrook, Sarah has enjoyed considerable services success from upstart to global consulting businesses. At the time of its acquisition in 2009 by Hitachi, Edenbrook had reached over 400 people based in the UK and India.

Sarah is responsible for overseeing Product Management and the Kimble Academy globally, as well as acting as head of the International Business at Kimble.