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A community for Product, Sales, and Services teams to navigate a global pandemic together
Discussion List
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Welcome to TSIA Exchange! Here's how to Get Started.Welcome to TSIA Exchange, an online community for you and your team to navigate a global pandemic along with your peers from leading technology and services companies. Learn more about TSIA Exchange … -
What's successful for improving Channel performance in long tail renewals?What tools and processes have you found essential for improving long tail renewals of your Channel customers? What have you found to be your biggest challenges in this area?Answered Doug Caviness 21 views 3 comments 0 points Most recent by Thomas Lah Sales & Revenue Growth -
What is the ʺproper protocolʺ for video conferencing?What is the ʺproper protocolʺ for video conferencing? Some say cameras on all the time, some say cameras for speakers only, and some say toggle on/off if you are speaking - do companies allow backgr…Accepted Answer Deby Covey 26 views 6 comments 0 points Most recent by Deby Covey General Technology & Services -
Transforming from "Break/Fix" to "Recurring Maintenance Contract" in a More "Traditional" Mfg. Org?This is very much related to the other question I asked recently... A vast majority of the revenue we generate from 1/2 of our Services business is tied to an on-asset based service model -- it's &qu…Answered Alex Gershman 34 views 1 comment 1 point Most recent by Spencer Hancock Product Management & Strategy -
What silver linings are you finding through this time of change?As many challenges as we're all facing I would love to hear some wins! While I've been working from home the past few months I've seen the faces of coworkers I wouldn't have otherwise seen unless ons…Answered Elise Lostutter 3 views 1 comment 0 points Most recent by Steven Forth General Technology & Services -
What is the standard range for enterprise support adherence?Some of my members are dealing with increased call volumes. For companies that experience high call times and high average handle times, what is the standard range for enterprise support adherence?Accepted Answer Tishia Beneventi 41 views 5 comments 1 point Most recent by David Perrault Service & Delivery -
Has anyone started putting together detailed plans on how to reopen physical offices?Has anyone started putting together detailed plans on how to reopen physical offices? Having staff coming back to office. What are all the decisions that need to be made and prep that needs to be d…Answered Jesse DiIanni 58 views 5 comments 0 points Most recent by Alexander Ziegler General Technology & Services -
Is a virtual workforce influencing customer NPS scores?I'm curious to know if members are seeing changes in NPS scores attributed to a virtual workforce. We're seeing higher output but it may be a false positive as we have also seen a drop in time off. …Answered Daniel Reese 32 views 5 comments 0 points Most recent by Alexander Ziegler Service & Delivery -
What are best practices in connecting value promises made during sales to value delivered?Marketing, pre sales and sales often make value promises, including providing ROI calculators. What are the best practices in connecting these value promises to the value actually delivered by custom…Accepted Answer Steven Forth 27 views 6 comments 5 points Most recent by Steven Forth Sales & Revenue Growth -
Utilization MetricsIf service delivery bookings have decreased at all for your organization, what plans do you have to keep utilization metrics in line with expectations? For example, if there are less Professional Se… -
What are the 1st Steps Towards Establishing a "Customer Success" Structure?For organizations without "Customer Success" departments, what are some easy first steps to move in that direction (versus upheaval of entire org or conflict with Sales)?Accepted Answer Chris Wright 38 views 8 comments 0 points Most recent by Kirill Markelov Sales & Revenue Growth -
Services "Brand" within the Organization (Q Targeted for non-pure-play Services orgs)Our organization has a 150+ year manufacturing history. We are viewed as a great "engineering" company. We do also have a strong track record in Services (mostly equipment-related start-up,…Answered Alex Gershman 10 views 1 comment 0 points Most recent by Kirill Markelov Product Management & Strategy
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How has COVID-19 impacted your investment priorities this year?What are the main priorities in terms of investment in your projects facing COVID-19?Accepted Answer nahin sanchez 66 views 5 comments 2 points Most recent by nahin sanchez Sales & Revenue Growth -
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.
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What offer and pricing actions have you taken in response to the COVID-19 crisis?Members have been asking this about offers and pricing updates, changes and market withdrawals during this time. The quick poll is designed to capture these trends. Feel free to check it out. https:/…Accepted Answer Laura Fay 99 views 8 comments 2 points Most recent by Doug Caviness Product Management & Strategy -
What new skills are needed for customer success to be effective in times of economic uncertainty?Customer success does need new skills. How are people helping management and HR understand the new skills needed for customer success? Customer success is very different from customer support but not…Accepted Answer Steven Forth 26 views 5 comments 2 points Most recent by Doug Caviness Sales & Revenue Growth
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Any recommendations for push routing solutions with Zendesk?We're planning on moving from a pull ticket routing model to a push model. We use Zendesk for our ticketing system. Zendesk does not offer this out of the box and I only see two solutions in the Ze…Answered Larry Aronovitz 45 views 4 comments 0 points Most recent by David Perrault Service & Delivery -
In an effort to survive in a down economy, are companies taking the less compassionate route ...In an effort to survive in a down economy, are companies taking the less compassionate route of laying people off in tough job seeking times? If not, what options are they using?Accepted Answer Deby Covey 9 views 2 comments 0 points Most recent by Deby Covey General Technology & Services
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Are you seeing increase demand for CPQ (Configure, Price, and Quote) solutions?Is Covid-19 recovery likely to accelerate the need for CPQ solutions? If so, what are some specific examples of how you are using them?Answered Stephen Spence 16 views 2 comments 0 points Most recent by Doug Caviness General Technology & Services -
Howz your CSM team adapted to being VirtualCSM ?CSM role is relationship-based engagement, would love to hear challenges, impact and ideas on ensuring CSM value is not diluted with 100% virtual customer engagment. -
Identifying best PSA system solutions for delivering ProServicesWhat are some of the PSA (Professional Service Automation) solutions that you have had especially good experience with for delivering Services?
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Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?We've seen a number of companies start to de-emphasize utilization as a primary driver of incentive compensation for PS individual contributors. Given COVID revenue and cost pressures, wanted to see … -
What Persuasive Tactics are you Using for Driving Virtual Training?For those who are currently conducting customer training, can you share any success stories on persuading customers who want to wait for ILT, both present and future, to not wait and take on alternat…Answered Alyssa Ortiz 23 views 3 comments 0 points Most recent by Elise Lostutter Sales & Revenue Growth -
In addition to Education Services offers going all virtual, what other actions are you taking?As all in-person training delivery has halted, we've certainly shifted to virtual instructor-led classes and we're focusing on promoting our online University. What other actions are you taking at t…Accepted Answer Elise Lostutter 81 views 6 comments 0 points Most recent by Tom Martin Product Management & Strategy
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Returning to "normal" - what does it look like?As businesses start to re-open in phases what are some things that support centers are doing to ensure that people returning to the office have "clean" equipment? (headsets/microphones) ? …Answered Deby Covey 19 views 1 comment 0 points Most recent by Lexi Provost General Technology & Services
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What Resource and Workforce Management Challenges are you Facing?How has your resource and workforce management been impacted by the global crisis?Answered Randy Mysliviec 39 views 1 comment 0 points Most recent by Brianna Ruddle Service & Delivery -
How do you combat the issue of agents not logging out?What are your enterprise support centers doing to combat the issue when agents forget to log out at the end of their shift?Accepted Answer Tishia Beneventi 14 views 1 comment 0 points Most recent by John Ragsdale Service & Delivery
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What are examples of specific ways COVID-19 has impacted your Services Organization?Are you seeing little to no services impact, improved business opportunities, or negative impact? -
Are Product Analytics Accessible to Customer Success Teams?Does the CS team have influence on the product roadmap to get the needed product analytics to run effective customer engagements? What cross team practices make a difference?
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How to react facing big discount request for recurring contracts or x% cut in PO for project ?Customers asking for big discounts in recurring contracts (M&S). In some cases, they are just imposing a cut of 20% in every PO for every project until the rest of the year. How to react?Accepted Answer Pierre Raynal 72 views 6 comments 0 points Most recent by Jack Johnson Sales & Revenue Growth -
Are employees eager to use chat when providing support, or do they resist?For those of you who have introduced Chat support in the last few years, how did your employees react to the introduction of chat (not chat bots) in your company? Were they eager to use it, or were t…Answered Joseph Reifel 14 views 2 comments 0 points Most recent by David Perrault Service & Delivery
