2025年科技行业状况报告：科技企业面临的核心趋势与挑战

Key Trends and ChallengesFacing Technology Companies By Thomas Lah, Executive Director, TSIA AI. For Technology Services. What it is TSIA Intelligenceis TSIA’s new AI-powered assistant. It delivers instant, actionableinsights from TSIA’s exclusive, industry-validated research. Built only for Technology Why it matters Trusted Answers, Not Generic AI:Based on TSIA’s proprietary data—not the open web. Instant Value:Summarizes reports, answers questions, and visualizes data in seconds. Built for Tech Services:Specialized insights tailored to your industry challenges. Experience TSIA Intelligencetoday—for free—in the TSIA Portal. Generic AI gives general answers. TSIA’s AI gives the right ones. Ask a question Overview Table of Contents Overview......................................................................................................................4Trends of 2024.........................................................................................................6-7Top Business Challenges of 2025.............................................................................81. Accelerating the Impact of AI Capabilities......................................................92. Reengineering Go-to-Market Models.............................................................113. Rethinking Value and Pricing.........................................................................12Critical Organizational Capabilities To Remain Competitive..................................14Capability 1: Common Customer Engagement Model.....................................14Capability 2: Converged Service Organizations................................................14Capability 3: AI-Native Account Executives......................................................15Closing Observations................................................................................................16 This ebook delves into the urgent and transformative forces reshapingenterprise technology companies as they navigate financial pressures, theimminent AI-driven disruption, and evolving organizational models. With As traditional roles blur and new capabilities emerge, leaders mustrethink customer engagement, service delivery, and pricing strategies toremain competitive Packed with insights, case studies, and actionable With the evolution of roles, some commonquestions are now being asked: Trends of 2024 For enterprise technology companies,2024 continued three trends unfolding since 2022. •CanCustomer Success and Support Servicesbe combined into one organization?•Do we still need customer success managers and sales executives to cover accounts?•With AI, do we need an army of content marketers?•With AI, do we need front-level support engineers?•Can AI capabilities create an effective digital customer success experience? 1. The Pressure to Improve Financial Performance Will Continue The first trend to pay attention to will be, the pressure to improvefinancial performance remains intense. In 2019, spending onSG&Aas a percentage of revenue peaked at 33%for hardware and softwarecompanies in the TSIA T&S 50 index. At the end of 2024, that spending It feels like 2024 has been a year when pressureis mounting underneath the surface of historically,highly profitable technology business models—and 2. AI Will Make or Break Tech Companies The second trend that continues is the fixation, fascination, and fearsurrounding theimpact of AI. Undoubtedly, AI will create a new generationof winners and losers in business. The main focus for technology A secondary focushas been on deploying AI internally to gain operationalefficiencies. TSIA research has identified an inventory of high-ROI AI usecases that technology companies can leverage today. TSIA research also 3. Your Company Will Need to Rethink Roles The third trend impacting technology companies is the crucial need torethink roles. Cost pressure andnew AI capabilitiesare forcing forward-thinking leadership teams to consider their organization models as Accelerating theImpact of AI Capabilities1 Top Business Challenges of 2025 Speaking with TSIA members and industry leaders, while reviewing TSIA research data,here are three important challenges technology companies face in 2025: Every tech company wants to be an “AI” company. However, the reality is that every legacy techcompany faces the same challenges in deploying AI capabilities. TSIA hosted an executiveworkshop last year where leaders from over forty technology companies reported facing the Accelerating the impact 1 •Data quality and availability to feed AI models (100% of attendees)•Immature AI roadmap (72%)•Siloed AI initiatives (58%) ReengineeringGo-to-Market Models 2 Despite these real challenges, TSIA has publishedmultiple articles and case studiesshowingthe incredible ROI some technology companies achieve by deploying AI capabilities in Support 3 and pricing TSIA is making thefollowing predictionsfor 2025: Reengin