Recent Discussions
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 …Announcement Jerome Peck 593 views 2 comments 5 points Most recent by Jerome Peck About TSIA Exchange -
Let's talk Case Deflection - How are you measuring it?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… -
Are you using a Workforce Management System for Support organizations?Hi! We are currently looking at finding a more efficient way to route our incoming cases to our support members and would like to take several factors in consideration: Skill/Capability Workload dist…Answered Patrick Martin 30 views 10 comments 0 points Most recent by Patrick Martin Service & Delivery
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Reporting & Analytics Technology Recommendations?What tool(s) are you using for going beyond basic reporting into advanced analytics and predictive data science? If Gainsight is part of your technology stack, are you using the reporting functional… -
Is your company covering the cost of employee's or 3rd party providers COVID tests?There are customers & jurisdictions that are requiring service delivery personnel to have COVID tests prior to going onto the customer premises. is your company covering the testing cost for you… -
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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Support Services productivity through the pandemic...Hi All, I would love to hear how was your support team productivity impacted since the pandemic start. And, what is your top KPI for productivity? Stay well!Accepted Answer Matan Ilan 43 views 7 comments 0 points Most recent by Marcus Suniga Service & Delivery -
Team Roles & ResponsibilitiesHello Everyone - I would love to understand how you structure business analysis and product expertise responsibilities within your service's delivery team. Do you expect all team members to have both… -
How are you using website analytics to align with future business strategies?Hello, TSIA community! I am curious if anyone has seen trends regarding an uptick around eCourses vs. scheduled virtual instructor-led training courses on your website? I assume that some customers p… -
How does your Education Services business model work with other Service lines?The Education business is always a little different in that it can serve different audiences (internal, customers, hybrid). How is your Education business aligned to other Services (are you pure P&a…Answered Kim Metz 17 views 1 comment 0 points Most recent by Alyssa Ortiz Product Management & Strategy -
How do you apply market segmentation to customer success?Effective market segmentation is the key to marketing, sales and pricing. The state of the art is to segment markets based on how customers get economic, emotional and community value. How are peopl… -
When do you expect live classroom training (ILT) classes to return?Looking to see when folks expect ILT classes to return in the US?Accepted Answer James Meikle 43 views 12 comments 0 points Most recent by James Meikle Service & Delivery -
Are you seeing different KPIs for Virtual training vs Onsite ILT?How have the KPIs for end user training changed as we move from Onsite to Virtual ILT? -
As Analysts / Scientists are you utilizing fairness, ethics, accountability and transparency (FEAT)?Please leave a comment if you have thoughts on FEAT affecting machine learning and concerns around the AI space within your work. -
What are the "vital behaviors" of a CSM?Does your company have a prescriptive approach to Customer Success? I'm curious to know if your org has defined a road map of key activities for CSMs to complete on a weekly, monthly, quarterly, or a…Accepted Answer Kelsey Hunsinger 19 views 3 comments 1 point Most recent by Kelsey Hunsinger Customer Success -
Has your frequency of cash flow analysis changed during this time of COVID?What was your cadence before? Q/M/W? Was the timeliness more driven by effort or interest? At FinancialForce, we used to look at it weekly, we now track cash flow on a daily basis -
Services or commercial compromises to keep selling?Have you seen the need to compromise/reduce - either in Service delivery or on commercials - to the current economic climate where sales cycles are longer, buyers may be more cautious and appetite to… -
How are you monetizing customer success?Customer success is a key function in the subscription economy. One can argue it is the key function. It is also getting more and more recognition in all B2B business models. Successful customer succ…Accepted Answer Steven Forth 23 views 6 comments 0 points Most recent by Steven Forth Customer Success
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How are you keeping your staff engaged remotely?Hello Community - With all of our Support Engineers working from home around the globe, it is becoming harder and harder to keep everyone feeling engaged and part of the team. Looking for thoughts an…Answered Steve Cloughesy 37 views 7 comments 0 points Most recent by Patrick Martin Service & Delivery -
How to measure self-service rate in the community?Hi All, I would like to know how can I measure self-service rate in the community? is there a industry standard on how this should be done? And is there any benchmark for this measure? Any insight w… -
How are you getting buy in from your field team to travel again?Overnight stays and air travel are normal things for Field Service, but with the new normal how do we make our technicians comfortable with hitting the road again?Accepted Answer David Hartley 20 views 3 comments 2 points Most recent by David Perrault Service & Delivery -
Any best practices how to increase participation in NPS around Digital Learning Offerings?We have seen a lower participation rate in NPS when selling Digital Learning Offerings that are not instructor lead compared to Instructor Lead Offerings. In todays times I would be interested to si…Accepted Answer Alexander Ziegler 30 views 8 comments 5 points Most recent by Steven Forth Service & Delivery -
Should customer success professionals have some form of certification?Customer success is emerging as a core profession, as important as product development, sales or marketing. In such situations, one often finds a number of (potentially competing) certification progr…Accepted Answer Steven Forth 31 views 3 comments 2 points Most recent by Alexander Ziegler Customer Success
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Benchmark for effort distributionHi Looking for % effort distribution benchmarks for a professional service project. Phases = Planning, Requirements, Design, Build, and Test Alternately a cost distribution may also help.Accepted Answer Abhay Kale 10 views 3 comments 0 points Most recent by Abhay Kale Service & Delivery -
What new Field Services innovations are resulting from this pandemic?What are some of the more interesting innovations in Field Services occurring these days? And, the most common? -
Role for PS RevenueDoes anyone have a role specialized to generate Professional Services revenue. For example, during the sales process the customers gets handed off to a specialist who creates the right success prescr…Answered Admir Hadziabulic 38 views 3 comments 1 point Most recent by Cindy Young Sales & Revenue Growth -
How are you combating the increase in non-renewals of service contracts?Are there new services or deliverables that you are offering to keep customers that are trying to reduce their spending.Accepted Answer David Hartley 25 views 2 comments 0 points Most recent by Gavin O'Leary Service & Delivery
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Is anyone seeing a trend back toward in-person Professional Services delivery?Hi All - Have you seen any indication of trends from clients whether a return to in-person professional services (PS) delivery is anticipated in 2020, or is the sense that clients will expect PS pro…Answered Cindy Young 44 views 5 comments 0 points Most recent by Alexander Ziegler Service & Delivery -
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 … -
Are you seeing a reduction in partner labor rates?An effect of the pandemic has been an increase in the unemployment rate. With the labor market not as constrained as it was a year ago, have you seen as an outcome a willingness of third parties to …Accepted Answer Trae Shattuck 17 views 4 comments 0 points Most recent by Steven Forth Service & Delivery
