Tech Execs to Unveil Customer Success Strategies, Nov. 13 in Cambridge, MA

SIIA will gather enterprise and small business CEOs, investors and leading customer success executives next week to address key growth strategies for customer success executives and teams. This one-day event, Deciphering Customer Success, will take place November 13 at the IBM Innovation Center in Cambridge, MA.

Throughout the event, leading customer success executives and CEOs from IBM, Gainsight, ServiceSource, Totango and other cutting-edge companies will discuss strategies for measuring customer health and driving customer happiness. Interactive panels will address the difference between customer success and customer service, strategies for customer success teams, emerging metrics for measuring and managing customer happiness and more.

Speakers at Deciphering Customer Success include:

WHO:          Software & Information Industry Association (SIIA)
WHAT:        SIIA’s Deciphering Customer Success
WHEN:        November 13, 2014
WHERE:      IBM Innovation Center
1 Rogers Street at Charles Park
Cambridge, MA

Rhianna Collier is VP for the Software Division at SIIA. Follow the Software team on Twitter at @SIIASoftware.

Congress Needs to Give Green Light to Health IT Innovation

Healthcare systems around the world are being challenged by aging populations, chronic illness and revolutionary—but expensive—treatments.  Appropriate solutions are often not available to patients in need, while medical providers, academics and innovators often work  independently or in small groups, with unconnected health datasets that provide incomplete pictures of the health statuses and health care practices of Americans.

While information technology (IT) products hold the promise of dramatically changing this situation and improving health care for those in need, current public policy is standing in the way.  It’s time for Congress to change that.

Applying new information technology (IT) products and services, particularly data analytics, to healthcare, delivered when and where it is needed in a digestible manner, can help medical professionals access evidenced based medicine to deliver better treatments and accelerate the search for timely cures. Some of the potential outcomes include: faster treatments coming to market, aligned health care incentives—lowering  costs for patients and providers (eliminating needless procedures), and a more  efficient, patient-centered healthcare systems that enable a more comprehensive view of patient care across a variety of conditions and procedures.

Unfortunately, America’s broad regulatory approach is harming the development and application of a wide range of software supporting this evolution, threatening to delay or prevent the implementation of revolutionary healthcare solutions. There is significant confusion in the market about what technologies may be regulated, by which agencies, and to what standards. This uncertainty is standing in the way of myriad promising technologies that can help clinicians access more evidence-based medicine, provide patient populations with more individualized care, and generate better patient-caregiver-provider engagement.

This week, SIIA joined with dozens of technology providers, health organizations and trade associations urging Congress to pass legislation to provide much-needed statutory clarity and a stable foundation for continued innovation in health IT.  Now is the time for Congress to give the green light to foster the necessary innovation to improve our Nation’s healthcare system and reducing costs. There is broad consensus on the need for a risk-based framework for health IT.

David LeDuc is Senior Director, Public Policy at SIIA. He focuses on e-commerce, privacy, cyber security, cloud computing, open standards, e-government and information policy. Follow the SIIA public policy team on Twitter at @SIIAPubPolicy.

SIIA Software Industry Study- Software Increases Economic Growth and Creates Jobs

At a hill event last month SIIA released a new study The U.S. Software Industry: An Engine for Economic Growth and Employment. The study revealed that software is a $425 billion industry that directly employs 2.5 million U.S. workers and supports millions of other jobs by driving American productivity.

This finding is counterintuitive to the dominant narrative which dictates that software kills jobs. The software industry, on the cutting edge of technology and innovation, often prompts fears of human inadequacy and futility. The news is rife with speculative stories about a near future where robots will rule, much like the Will Smith’s 2004 movie I, Robot.

At SIIA we work with the software industry every day.  We knew that this assessment was wrong based on the experience of our member companies.  But we wanted an independent look at the situation, using publicly available data and methodologies that could be duplicated by any researcher. At our request, economist Robert J. Shapiro former Undersecretary of Commerce during the Clinton administration, embarked upon an independent analysis of the economic growth, trade and employment impacts of the software industry in the United States.  What Shapiro found is that the software industry has been, and continues to be, a key contributor to economic, export and employment growth in the United States.

Based on this study, SIIA VP of Public Policy Mark MacCarthy weighed in on the debate in a Hill op-ed “Time to kill the tech job-killing myth.” MacCarthy wrote,

“But widespread, long-term technological unemployment simply hasn’t materialized. Instead, technology-driven increases in productivity are leading to the creation of less-expensive goods and services, and the resulting demand is increasing employment throughout the U.S. economy.  Technology and job creation have gone hand-in-hand – with productivity and employment rising together over the decades.”

The software industry study demonstrates that fears of software eating jobs are just wrong. On balance, the industry creates jobs. A few of the key findings were this:

  • From 1997 to 2012, U.S. software industry production increased from $149 billion to $425 billion, increasing its direct share of U.S. GDP from 1.7 to 2.6 percent.
  • The industry accounted for 12.1 percent of all U.S. labor productivity gains from 1995 to 2004, and 15.4 percent from 2004 to 2012.
  • Software plays a central role in job creation – generating jobs on its own, while also creating jobs through purchasing from other industries and by enabling business expansion that leads to job growth.
  • Software industry direct employment grew from 0.9 percent of American workers in 1990 to 2.2 percent today, and currently employs 2.5 million workers, up from 778,000 in 1990.
  • Every 10 software jobs supports five more jobs in other industries. This 1.5 multiplier is well ahead of other industries, such as education (1.12), retail (1.14) and health care (1.18).

Software, a core enabling technology used in virtually every sector of the economy, is a key contributor to increasing productivity and investment, job creation, exports and economic growth. To learn more about the software industry’s impact on the economy take a look at this detailed executive summary of the SIIA software industry study.

Sabrina Eyob is the Public Policy Coordinator at SIIA. Follow the Policy team on Twitter @SIIAPolicy.

CODiE Awards Judge Webinar: How to Judge a CODiE Award

On October 6, 2014 we hosted a CODiE Awards webinar specifically for the Content, Education, and Software judges. The primary purpose of the webinar was to provide important information about the judging process, including responsibilities for all categories.

During the webinar we covered:

  • How to nominate
  • A review of the new categories
  • What happens during the first-round judging process
  • The complete CODiE Awards timeline
  • Tips and Tricks

Three Cutting Edge Companies Announced as Winners of the 2014 SIIA NextGen Awards in Security

SIIA today announced that three cutting edge companies in the Security industries have been recognized with 2014 NextGen Awards. Red Lambda, Mocana, and Sentinel One are recognized for innovation and game-changing security solutions.

SIIA’s NextGen program provides exposure to early-stage companies delivering game-changing solutions. The program aims to bring awareness to 6 verticals: Mobile, Social, Big Data, Security, Healthcare, and Financial Services. Nominating companies were judged by a group of industry experts who determined the Most Innovative, Most Disruptive and overall NexGen winner of the category.

The 2014 NextGen Award Winners in Security are:

  • Most Disruptive& Overall Winner (tie): Mocana

Mocana securely mobilizes enterprise data and protects millions of the smart connected devices that comprise the Internet of Things. The company’s award-winning Atlas extended enterprise mobile app security platform provides organizations with an easy way to deliver business-critical mobile apps, with a high-quality end user experience, tap-and-go simplicity and strong security for internal and external users. Mocana’s customers include Fortune 500 enterprises, government agencies and the world’s leading smart device manufacturers.

  • Overall Winner (tie): Sentinel One

SentinelOne is reinventing endpoint security to protect organizations against advanced threats and nation state grade malware. The company uses a patent pending predictive execution inspection engine to detect and protect against targeted, zero day threats in real time. SentinelOne was formed by an elite team of cyber security and defense experts from Intel, McAfee, Checkpoint, IBM and the Israel Defense Forces. The company’s investors include Accel Partners, Data Collective, Granite Hill Capital Partners, Tiger Global Management and The Westly Group. To learn more visit or follow us at @SentinelSec.

  • Most Innovative: Red Lambda

Red Lambda delivers next generation Big Data security and analytics solutions that help organizations simplify and unify their complex, appliance-based IT environments. By fusing patented advances in supercomputing, relational stream processing and artificial intelligence into one integrated platform, MetaGrid™, the company’s flagship offering, delivers unprecedented capabilities to preempt and prevent internal and external cyber attacks without rules, signatures or manual programming, as well as powerful analytics capabilities to help organizations derive maximum business value from their data. For more information visit the company website:

Much of the discussion about market disruption has focused on large, brand name businesses, but there is tremendous innovation taking place at companies that get little attentions. NextGen companies–chosen by a Selection Committee comprised of M&A, VC and advisory executives–are young businesses that offer cutting-edge software and services.

NextGen winners in mobile, social & collaboration, and BigData were announced earlier this year. NextGen winners in healthcare and financial services will be announced on a progressive basis throughout 2014.

Rhianna Collier is VP for the Software Division at SIIA. Follow the Software team on Twitter at @SIIASoftware.

SIIA Launches Online Platforms to Connect High Tech Companies & Provide Resources on Latest News and Trends

SIIA today announced the launch of SIIA Communities. Created by the SIIA Software Division, these online forums serve as an innovative new platform for connecting and informing companies involved in the software and digital content industries.

Open to companies that are members of SIIA, these seven separate communities focus on big data, Internet of things, finance and more, while a specially-designed CEO Network community provides tools and resources to help chief executives improve effectiveness and gain competitive advantage in the marketplace.

In addition to delivering news, event information and industry updates, each SIIA Community features an ISV Connect form – which allows participating companies to request introductions to other members – as well as a resource section featuring market research and other assets submitted by SIIA or the member community. SIIA is also creating advisory boards to help develop and guide each community.

Even in this time of pervasive social platforms, many high tech leaders told us there’s no effective digital platform for staying up to date, learning, and meeting others in their fields. SIIA Communities fill this void by providing unique online sources for education, networking and news. Participants will have access to nontraditional networking opportunities, along with highly-focused, issue-specific platforms for news, research and other resources.

The following SIIA Communities were launched today:


  • Rhianna Collier is VP for the Software Division at SIIA. Follow the Software team on Twitter at @SIIASoftware.

Webcast: Drive Higher Growth Through Metrics

Tracking performance is done by most companies today. However, by successfully applying the metrics in the decision-making process, executives improve performance and efficiency.

Lauren Kelley, CEO of OPEXEngine, presents key software and SaaS industry benchmarks from OPEXEngine’s comprehensive financial and operating benchmarking report, developed in partnership with the SIIA. Learn to be effective at using numbers to change and improve performance in your company. You will take away:

  • The latest benchmarks from OPEXEngine’s eighth annual “Software and SaaS Financial Benchmarking Survey”
  • Key SaaS KPIs, their underlying drivers, and why they matter
  • How successful companies use benchmarking to identify problem areas in company performance that need focus
  • Best practices to communicate and collaborate with operating managers, executive teams and boards to drive higher performance

Listen to this webcast to learn how to capitalize on the power of “management by metrics” in your company.

Lauren Kelley

Michael Bayer
CFO, HealthWyse

Download OPEXEngine’s presentation


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