TSIA World: Envision Registration Open
Live at the Aria in Las Vegas • Oct 17-19, 2022
Where business transformation is brought to life: https://www.tsia.com/conference
Live at the Aria in Las Vegas • Oct 17-19, 2022
Where business transformation is brought to life: https://www.tsia.com/conference
TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Has anyone on here read "Digital Hesitation" yet? Thoughts?Heard JB and Thomas talking about "Digital Hesitation" on the TECHtonic podcast. Have you read it yet? What stood out to you?Announcement JasminePilar 93 views 3 comments 0 points Most recent by DougCaviness General Technology & Services -
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 122 views 4 comments 5 points Most recent by Patrick McGowan 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 1.5K views 10 comments 6 points Most recent by JeromePeck About TSIA Exchange -
Enterprise Learning Agreement" (ELA) TemplateDoes anyone have a redacted "Enterprise Learning Agreement" template that you use with GSI partners that you're able to share? It would include things like training costs, number of ILT sea…Question BeverlyvandeVelde 6 views 0 comments 0 points Started by BeverlyvandeVelde Service & Delivery -
What does your in-app survey program look like?Hello all - I work with our product teams to develop in-app feedback programs for our SaaS offerings. While most of the best practices follow common sense guidelines and general surveying guideline… -
What is stopping your organization from measuring Customer Success ROI with a dedicated Data AnalystLeveraging data to streamline operations is paramount. Considering only 30% of Customer Success Organizations have a dedicated Data Analyst, what is stopping the other 70% of CS Organizations from im… -
Learnings based on AI / MLDo any of you have a working model of training recommendations based on AI / ML recommendations / personas / engineer learning behaviours in automated way ? -
Measuring Customer Success ROIIs anyone currently measuring their customer success ROI? What have you learned since only about 30% of CS organizations are? Quick Guide to Customer Success ROI -
First lever pulled by your organization in an economic downturn?The year of macroeconomic headwinds. The war in Ukraine, Covid-19 lockdowns in China, Supply chain bottlenecks, sky high inflation, astronomical gasoline prices, slowing economic growth and the list …
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How has your organization transformed execution of your traditional services offers following the inIn your experiences, does transitioning service models to more outcome-focused or XAAS models also necessitate a shift in the way core/traditional services activities are performed? -
What competencies do you wish you had identified earlier on?When transitioning from a traditional services vendor to an outcome-focused strategic partner, have any of you identified competency gaps within your organizations that you would have benefitted by i…
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Who owns the customer specific documentation at your company (configuration-related)In our Saas-business, despite the fact to introducing more and more standard setups, we still have a lot customization's implemented to our customers. Currently, the documentation of these customizat… -
Are there online community benchmarks?Are there any industry benchmarks around healthy online community forum activities? Specifically: 1) Forum Activity - based on the size of community, how many new questions and new comments occur on …Answered BeverlyvandeVelde 41 views 6 comments 0 points Most recent by BeverlyvandeVelde Service & Delivery
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Do you set customer adoption targets for CSMs?Do you set adoption targets for CSMs (either part of their comp or not)? If so, what are they? What do you track? Any other observations or recommendations related to adoption targets? -
Selectable Severity and Severity negotiationWe are launching selectable severity which will give customers the ability to choose severity for their support cases ; this will be a part of our new support offering. While we have clearly defined … -
Video Conferencing Tool for Technical TrainingHi everyone - I'm exploring a variety of video conferencing tools for our Virtual Training experience. Curious if you'd be willing to share who you use and what you love and/or dislike about the pla… -
Would anyone have best-practices and/or recommendations regarding measuring TAM workload and impact?Having recently taken ownership of a relatively new Technical Account Managers team and completed a strategic review of the service, there are two key requirements on which I'd appreciate any input. … -
Non-Inclusive LanguageDell, as well as many other technology companies, has accelerated its efforts to eradicate non-inclusive language in our content and our code. Is anyone else out there working on this that would lik…Answered Mary Cay Kosten 228 views 7 comments 1 point Most recent by CarlosAlves Diversity & Inclusion -
What are some best practices incentivizing customers back on SAAS post churn?Industry standard I have observed are automated 30-60-90 email touches. Anyone found success with other strategies? -
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What metrics (e.g. KPIs) does your customer success team get measured on?How do you track these metrics? Are these metrics tied to CSM compensation? -
PROFESSIONAL SERVICES AUTOMATION - RECOMMENDATIONSWe are looking to implementation a full-service PSA platform to bring efficiencies to customer onboarding, project management, resource management, and real time data and analytics. Any recommendati… -
Could you please recommend any certification program for Customer Success Manager ?Hi everybody, My name is Didier, I'm a part of the Customer Success Manager Team at Wind River, we are seeking this kind of certification program to get industry recognition beyond our internal badge… -
Is the Handshake Between your Product Management and Customer Success Teams Effective?Join @LauraFay and @DarleneKelly at TSIA's free Webinar at July 19th, 2022 (11:00 AM PT / 2:00 PM ET): https://www.tsia.com/webinars/the-state-of-the-product-management-customer-success-handshakeAnswered CarlosAlves 22 views 1 comment 1 point Most recent by LauraFay Product Management & Strategy -
How are you measuring Case Deflection?Hello TSIA Community! I am curious to know more about how you are measuring case deflection and/or self-service success. We currently are measuring 2 different measures: 1- % of customers who abando… -
Is anyone truly *publishing* micro learning content that rolls up to a course and/or learning path?Since 2007, I and many others have had a vision of being able to deliver prescriptive learning. That's the idea of developing micro learning objects that make up a course. Said another way, it's the …
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When hiring for weekend support which option do you use for the work week?We are in the process of expanding our weekend support and are looking at a couple of options to include in our job description for what the work week would look like. I am hoping that @EdlyVillanuev… -
Partner Training Discounts & IncentivesWhat type of training discounts and incentives do you offer to partners who implement your software? Do they just get a standard X% discount off all ILT training? For example, today we offer a 40% d…BeverlyvandeVelde 22 views 1 comment 0 points Most recent by MariaManning-Chapman Service & Delivery
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Anyone out there calculating Product Pull Through for your Professional Services?Hi, We are working on calculating Product Pull Through that is created by our Professional Services Teams. Anyone else doing this? How are you defining and marking? Are you using all data with averag… -
Experience with Gainsight Scorecard?I'm interested to hear about experiences using Gainsight Scorecard, and if you feel like you've nailed the measures.
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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…Answered ✓ JasonSeals 51 views 7 comments 1 point Most recent by DougCaviness Sales & Revenue Growth -
Training for High Performing TeamsHi TSIA Exchange! I have heard from a few members that since their team is very high performing they are prone to internal promotions and need to hire and get new employees up to speed frequently and…