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TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Anyone attending TSIA World Envision Las Vegas? What agenda item are you mostly looking forward to?Why is this important to you? I've attended previous TSIA conferences and everyone seems to be super excited about this one. -
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 139 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 150 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 -
Average Handle Time (AHT) benchmarksLooking for some input and/or benchmarks on AHT for centers that are in the Technical Software space. Any whitepaper on this would be helpful. Thank you. -
Professional Services/PM Productivity MeasuresDear TSIA Members, We are thinking about new ways to measure productivity of our PMs in the Professional Services space. We currently consider compliance measures, project count, billability etc. I …
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Growth Engines: Channel Led Growth and difference between Customer Led Growth vs Outcome Led GrowthWhat is Channel Led Growth ? Is it fair to say the customer led growth focuses on the WHATs (wants) of the customer and the outcome led growth focuses on the WHYs of the customer wants ? What are the…Suresh Kandeeban 29 views 3 comments 0 points Most recent by JaredRaftery Product Management & Strategy -
Reducing Customer Friction Between Time of Sale and Cloud Software First UseWhen customers purchase Cloud/SaaS software, post-sale there is work to setup, configure, administer access, etc. This area can be a source of customer experience friction if things don't go smoothl…Neal Hatton 43 views 2 comments 0 points Most recent by Ashok Gunasekaran General Technology & Services -
Consultant/Professional Services Networking?Hi, any of our fellow consultants or professional services folks want to grab a drink after today’s presentations? -
What are the most common buyer personas?Any reference articles or documentation on this topic ?Answered Suresh Kandeeban 21 views 1 comment 0 points Most recent by LauraFay Product Management & Strategy
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CSAT Calculation LogicHi Team, How do you measure CSAT in your organisation ? Any specific formula ? Thanks Imran Razack -
CSM coverageHello TSIA community, I am conducting an internal conversation on how CSMs should cover our top accounts. A key question that emerged is the internal need from some of our business units to have the… -
Phone tree optionsWhat is the 'ideal' number of levels in an IVR phone tree? Thank you.
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Is Customer Success a Path to the C-Suite?I think increasingly the answer is a definite Yes. The charter of Customer Success is expanding in tech companies as they get religion around delivering seamless customer-first experiences & outc… -
Does Community play a role in Customer Success or just Support ticket deflection?Very interested to hear if/how tech vendors are using Communities to support Customer Success, particularly at Digital Scale, vs. as a low cost means of deflecting Support tickets.
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Subscription based vs Consumption based pricing models ?Subscription based : Pay same price every month based on the tiers of service subscribed. Ex. 'Support', 'Support Plus', 'Support Premier' as 3 tier subscription models. It is a flat fee that custome…
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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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Low Overhead Ways to Manage Engagements - PSHow do you guys manage time tracking, invoicing, etc for all the various engagement lengths, clients, terms, etc?
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Services in the SaaS World – Care to Share your Experience?As SaaS continues to proliferate, the focus on products shifts to solutions, which are delivered via cloud apps that companies “rent”, not own. As much as customers divest software ownership in the S… -
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? -
Is there a correlation between CES and Renewals?@JohnRagsdale I think I heard you say in one of the webinars on KM tech stack that CES is a leading (maybe) indicator of renewals? Did I hear that correctly, and if so, can you share any data to back… -
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… -
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…Answered BeverlyvandeVelde 43 views 3 comments 0 points Most recent by BeverlyvandeVelde Service & Delivery -
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 ?
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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
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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 64 views 6 comments 1 point 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?
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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 …
