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 59 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 105 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 -
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? -
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. …Question JF Cadrin-Girard 7 views 0 comments 0 points Started by JF Cadrin-Girard Service & Delivery -
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… -
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?
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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 21 views 4 comments 0 points Most recent by BeverlyvandeVelde Service & Delivery -
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… -
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 … -
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 17 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 20 views 1 comment 0 points Most recent by MariaManning-Chapman Service & Delivery
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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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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? -
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 48 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… -
I'm looking for a unicorn... I mean... a Services Operations Manager, anyone interested?I'm hiring someone to help us transform our services operations. This is a dynamic role that demands creativity, vision, flexibility and a love for Professional Services. Learn more: http://app.jobvi…Answered MKorzun 41 views 1 comment 0 points Most recent by JasonSeals Product Management & Strategy -
Need Input Trying to Understand the Customer Expectations When Buying and Renewing SaaS ProductsHi! Three questions to help understand the customer expectations when buying and renewing SaaS products. Through direct sales channels, do customers prefer to buy hosted or on-prem offerings? Do cus… -
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 … -
Limiting Support Offering if Architecture not to a certain standard?Hello all, Unusual one this one, but wondered if any of you had experienced/used an approach where if a customer does not have a solid architectural set up you restrict the level of support service … -
Who manages the service offer at your organization? -including Customer Success, Support, ConsultingWe are a $1b revenue company with 4500+ employees. As we are building our own practice of the service offer management (including Customer Success, Support, and Consulting) I wonder how other organiz… -
How are companies managing / enforcing licensing entitlement?Today we enforce licensing using Flexera with enablement activated from the cloud. It’s a bit complicated when you’re dealing with software that gets installed on industrial servers behind many firew… -
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 22 views 3 comments 0 points Most recent by Erika TaylorBeck Service & Delivery