TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
-
Are most XaaS partnering models built from the ground up or transformations of existing programs?With the growing market of XaaS and traditional product vendors making the accelerated shift to software sales, are most of the vendors transforming their existing programs to accomodate XaaS or are …Answered Announcement Paul Szczepan 64 views 3 comments 5 points Most recent by CarlosAlves Sales & Revenue Growth -
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 1.4K views 10 comments 6 points Most recent by JeromePeck About TSIA Exchange -
Do you know a Managed Services benchmark to validate what is the average indirect costs?Average Indirect Costs in the Shared Managed Services contracts can be related to human or others costs that are needed to deliver the service agreements. -
Partner led CSAn attendee from Interact has the following question: When selling XaaS solutions through a tier 2 distribution model, what have you seen put in place with Partners to successfully drive adoption of … -
How to avoid giving CS away for freeAttendee from Orlando wants to know how to prevent sales reps from giving away CS for free. Couple of quick tactics: Have clearly defined CS offers that do have defined prices. Clear discounting pol…
-
QA for call/chat/email quality reviewHello, I'm wondering if other organizations have QA teams who review your Support teams' interactions with clients. If you do have a team who reviews, scores, and provides feedback on support cases/t…Answered ✓ Erika TaylorBeck 13 views 1 comment 0 points Most recent by CarlosAlves Service & Delivery -
Personal vs. Impersonal Customer ExperienceAn attendee asked the following question: Digital customer experience is inherently impersonal. How do we balance that with the goal to achieve trusted advisor status, to know our customer better th…ThomasLah 14 views 1 comment 0 points Most recent by DougCaviness Crafting Compelling Digital Experiences
-
What did you think about the Pathway Crafting Compelling Digital Experiences at TSA World: Interact?I hope you took away some actionable insights from the Pathway Crafting Compelling Digital Experiences at TSA World: Interact, May 16-18. Create the right experience, from the first touch, through sa…LauraFay 18 views 2 comments 0 points Most recent by Josh buckley Crafting Compelling Digital Experiences -
SubtitlingHave you seen solutions for real-time subtitling for meetings and conferences? -
Any thoughts on the TSIA World Pathway: Creating Viable XaaS Offers (Orlando 2022) ?I hope you took away some actionable insights from the Pathway Creating Viable XaaS Offers at TSA World: Interact, May 16-18. I, and the pathway speaker, would love to know your questions, observati…
-
What best practices are being used to schedule customer calls?This time of year can be a bit hectic for most companies in our industry. We are planning goals for the year and trying to be strategic when deciding the best way to reach prioritized business outco… -
Does selling outcomes (vs SKUs) give more pricing power?We’ve been talking about taking out the complexity of doing business with our respective companies and doing that by selling outcomes instead of individual products and services. This helps our custo… -
Virtual New Hire Training in a Remote WorldWith the uncertainty of when/if/how we will return to the office. How do you find yourself leveraging existing tools or new tools to properly train and integrate new hires? We are really honing in ou… -
Will freemium fundamentally change sales?Since customers will be able to learn about and use software before committing dollars to it, sales doesn't have the role of 'information source' or even 'closer' (read: helps get past obstacles) for…
-
Service & Delivery Leaders: What are your creative strategies to keep your valued employees?With inflation pressure high and the difficulty in providing salary increases to keep up, it’s likely companies will continue to experience a continuation of the Great Resignation that we saw in 2021… -
Which CRM has proven its worth with your CS Organization?What is the most effective CRM that your (CS) organization uses? Some would say Gainsight! Others may prefer Totango or Whatfix! What do you say? What do your CSMs appreciate the most about it's func… -
"Service Catalogue" - is there a better name for our catalogue of packaged service offers?For years we have been listing our packaged service offers in a catalogue that we call our "Service Catalogue". (This is internal for now but will eventually be customer facing.) We are now…Answered StephenSpence 39 views 5 comments 0 points Most recent by Jonathan Corrie Sales & Revenue Growth -
Who "supports" demo environments for Sales demonstrations?Which department should be responsible for supporting the demo environments/instances that Sales uses to demonstrate to prospects? I have my own [very strong] opinion 😃 but would be curious to hear w… -
How to structure configuration changes/fixesIn the implementation project, a customer-specific configuration is built to connect to customers' systems. For us, often this configuration is complex and sometimes it is used even to cover up the l… -
Any suggestions on how best to leverage vertical expert channel partners?Our business mostly deals with indirect channel and includes many vertical expert channel partners. As we plan to transform the as-an-asset to as-a-service, how best to leverage the vertical expertis…Answered Amit Raut 18 views 3 comments 0 points Most recent by Jonathan Corrie Product Management & Strategy -
What is the best strategy to Pilot a subscription offer if the customer base is mostly SMB?By way of segmentation, it is becoming clear that our customer base is mostly SMB. If there were key Enterprise customers avaiable, the pilot exercise would be focused on couple of those accounts. wh…Answered Amit Raut 22 views 2 comments 1 point Most recent by Amit Raut Product Management & Strategy
-
What was your criteria for selecting an Integration Platform (Boomi, Tibco, Mulesoft)?There are plenty of iPaaS solutions in the market so I would like to know 1) how did you select your solution 2) what's your satisfaction with the solution you chose 3) Is there anything you wished y…Answered ✓ YazminGutierrezEscoffie 21 views 2 comments 1 point Most recent by YazminGutierrezEscoffie General Technology & Services -
Was your CSM's Evacuation due to the Compensation Conversation?With the attrition rate for CSMs on the rise how important do you think compensation is? Some would say that CSMs across the technology sector are underpaid. Others would be quick to acknowledge th…
-
How rapidly does your company disposition enhancement requests?When customers submit product enhancement requests, they should be dispositioned (ie ruled on and decided go/no go) in order to avoid the customer perceiving that their request went into a "blac…Answered Neal Hatton 24 views 1 comment 0 points Most recent by CarlosAlves Product Management & Strategy -
-
SaaS vs Managed ServicesHello community, as the move to cloud accelerates pushing the pace on the digital transformation, we see more and more customers confusing SaaS with Managed services. Any good documentation/presentat…Answered GoncaloPereira 20 views 2 comments 0 points Most recent by GoncaloPereira General Technology & Services -
Separation of church and stateYou think it’s important to have a separation of church and state between success and sales? Some would say renewals shouldn’t need to be a sales negotiation! Others would undoubtedly be the first to…
-
Training Subscriptions & PartnersDo you handle training subscriptions for partners differently from how a subscription is offered to customers? If so, how? I've heard that partners don't budget $5,000 a year for training (not just … -
Customer Advisory Boards -- lessons learned and best practices?Have you stood up a Customer Advisory Board (CAB) to shape your company's strategic direction, particularly around product, go-to-market and service delivery? I'm interested in hearing learnings and …Answered ✓ DougCaviness 72 views 7 comments 0 points Most recent by Neal Hatton Product Management & Strategy -
What are the best hardware support / support newsletters?Interested in learning more about the best hardware/product support and CX in general newsletters. Let me know of any good ones!Answered callmemaisie 57 views 2 comments 0 points Most recent by Neal Hatton General Technology & Services
-
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!
