TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
-
Welcome to TSIA Exchange! Here's how to Get Started.Welcome to TSIA Exchange, an online community for you and your team to navigate business challenges along with peers from the best growth and enterprise technology companies in the world. Learn more…Announcement JeromePeck 1.2K views 8 comments 5 points Most recent by JeromePeck About TSIA Exchange -
What are best-in-class benchmark for deployment times for XCaaS deployment?Dear Members, Any insights on XCaaS deployment time benchmarks will be helpful. Assuming an enterprise customer with >$5K MRR and multiple US sites: 1) What is the industry benchmark for how long …Answered DivyaAgarwal 30 views 2 comments 0 points Most recent by JohnPatrickAzurin General Technology & Services -
What are the best practices for partnerships with Product Management and Education Services?I'm looking to offset training content development resources to report into product management, but who will have a dotted line reporting to education services. I'm curious to know if anyone else is …Answered BeverlyvandeVelde 11 views 1 comment 0 points Most recent by JohnPatrickAzurin Product Management & Strategy -
Is Product Led Growth (PLG) just for SaaS Startups?The strategy can be applied in more places than you think. FYI on the latest from TSIA on the topic. Blog - What is Product Led Growth? Report - Is Product Led Growth applicable to your business? Re… -
What is Product Led Growth (PLG) and is it relevant to B2B?What is Product Led Growth (PLG) and is it relevant to B2B? This is a topic that has come up in a number of my conversations of late and I wanted share in case of interest. This is really about the d…Accepted Answer DougCaviness 122 views 6 comments 0 points Most recent by LauraFay Sales & Revenue Growth -
Looking for resources on industry benchmarking for Case Deflection and EscalationI am currently interning in the Value Consulting department at Coveo, and conducting a project on industry benchmark across Support Services. I am on the hunt for data on support metrics (like case…Answered FalahRajput 27 views 1 comment 0 points Most recent by PatrickCarmitchel General Technology & Services -
Frequency of surveysHello, as part of our focus on customer experience, surveys play a very important role. One question that always comes up is the frequency of the surveys. From your experience what would be considere… -
What are the best practices / resources for starting an online community for customers?Greetings! I am a CSM and am looking to start an online community for customers. I am interested in any resources (podcasts, articles, blog posts, courses etc) or best practices that might be out the…Accepted Answer KarisaEberly 32 views 5 comments 0 points Most recent by KarisaEberly Customer Success -
Digital Adoption Platform for servicesI'm wondering if anyone can recommend a Digital Adoption Platform (or equivalent) designed specifically for onboarding customers to managed services. Most seem to be designed for onboarding users to …Accepted Answer StephenSpence 31 views 5 comments 0 points Most recent by DeniseStokowski Customer Success -
Do you have any thoughts to share about SWARM?Hello! I am researching SWARM as a strategy and more specifically Team SWARM Strategy. I am looking for some insight on the principles of what it really means to SWARM, what it looks like in action,… -
What are the attach rate standards for a Managed Services offering?One of our clients is building their Enterprise Managed Services Offering. They are trying to establish attach rate goals based on industry standards/ benchmarks. Would like to know from the communit…Accepted Answer DivyaAgarwal 44 views 5 comments 0 points Most recent by GeorgeHumphrey Product Management & Strategy
-
Definition of First Contact Resolution for a non case handling modelHi, I am reviewing FCR for our Tier1 model, which does not have case ownership. Does anyone have a similar model in Saas and if so how are you defining FCR? Also once the case is closed(without confi…Accepted Answer Juliebarrett 61 views 3 comments 0 points Most recent by SaraJohnson Service & Delivery -
Executive Sponsorship ProgramsI am looking to develop an executive sponsorship program around customer escalation. I have been conducting research over the past few days and am looking to talk with someone who has created a progr…Accepted Answer NatalieHolzer 32 views 2 comments 0 points Most recent by ChrisHolm Customer Success
-
How to track partial churnI was wondering if I could get some insight on best practices to track partial churn. We utilize Salesforce Opportunities to track our renewals and Gainsight as our CS tool. We can easily track full …Answered AdmirHadziabulic 31 views 2 comments 1 point Most recent by PatrickCarmitchel Customer Success -
Creating a platform to gather, build and consolidate best practices from multiple productsI am responsible for building out a platform and process for making project best practices openly available on the web. Where it becomes more difficult is that this platform would accommodate multipl… -
Is there a standard for what % of time a SW dev team works on features to satisfy existing users?Hello TSIA community! I hope you are all doing well. I am hoping to get some insight from the community regarding on average, what percentage of time a software development team is working on differe…Accepted Answer TommyGlicker 60 views 7 comments 0 points Most recent by StevenForth Product Management & Strategy -
Benchmark for Email Support SLAsHi, We are a SaaS company looking at revising our SLAs for email Support cases. Looking for insight/best practices that others employ. Thanks, CorinneAnswered CORINNEFLANAGAN 24 views 3 comments 0 points Most recent by SteveCloughesy Service & Delivery -
Community IntroductionsIf you're new to the community, be sure to introduce yourself here! Tell us about yourself, where you're located, and what you use TSIA Exchange for.
-
Who owns updates to your company’s Service Status page?Hi TSIA Community, Who owns updates to your company’s Service Status page? Support, Engineering, another team? We’re currently deliberating about https://statuspage.splashthat.com/. Thank you! -
What does your Support Service incentive program look like?I would like to introduce a bonus based incentive program to Support Services. Does anyone use such a program? How is defined? I am currently thinking of including a bonus based on CSAT performanc… -
Staffing for "Floating" CSM CoverageHi, How are some of you managing if you have high attrition or churn in your CS org? Has anyone ever created a justification for a "floating" CSM? Thank you. -
Security SLAs/SLOsHello TSIA community, we saw the pandemic accelerating the digital transformation and with this also the concerns related to security on the products have either hosted on-prem or public cloud. Cust…Answered GoncaloPereira 29 views 6 comments 0 points Most recent by GoncaloPereira General Technology & Services
-
How do you train/improve upon the skills of your Customer Success team? Certifications?This question has come up in a lot of conversations. Organizations are wondering what others have done when putting together an onboarding program for CSMs. Also what well-known certification progr…Accepted Answer Jasmine Pilar 51 views 3 comments 0 points Most recent by StevenForth Customer Success -
We are in the process of evaluating a new Customer Success Tool.The challenge is to find all requirements in one platform. It would be interesting to get your feedback on the type of platform your Customer Success Managers use to track: Health Monitoring Lifecycl…Accepted Answer Martina Stiegler 130 views 12 comments 0 points Most recent by StevenForth Customer Success -
Barriers to building an on-demand workforceSeveral speakers at TSIA Interact talked about the idea of a blended workforce-- where some of the work is done by freelancers, particularly those local to the customer and where there are dispersed … -
Data Retention TimelineHello TSIA Community! From a Support Services/IT perspective, I'm hoping to get some insight into data retention timelines. I think "case" or "ticket" data should be kept for a …Accepted Answer ChrisHolm 45 views 4 comments 1 point Most recent by C. Kyle Johnson General Technology & Services -
How should service credits revenue be allocated & recognized when delivery is across departments?We have 2 general types of credits. One is used for training. Those are typically created over a certain time period and amortized monthly over that period whether or not the customer uses it. We are… -
Is there a standard approach to converting a Likert Scale to a CSAT%?Depending on the source, I get strong opinions with one of three options that seem to be commonly used. In our case, we have survey options that are roughly worded in this manner: "The service … -
Prepaying a budget for fixed-fee services?I have a fixed fee services question for the group. If you offer fixed fee services, do you let your clients pre-purchase a budget in advance? We have a fixed fee services menu and a client that want…
-
What titles/role names you use in your organization for a Technical Support Engineer?Does anyone in this forum use a different title or role names for Technical Support Engineer / Product support engineer ? Also would appreciate any insights on the nomenclature used in your teams for…Accepted Answer SumitBhat 94 views 9 comments 0 points Most recent by Olivier Pierrot Service & Delivery