2022 Tech Economic Sentiments Survey
If you are looking for visibility on how the current economy is impacting the technology industry, this is the survey for you (less than 20min to complete): https://survey.tsia.com/s3/6917452
If you are looking for visibility on how the current economy is impacting the technology industry, this is the survey for you (less than 20min to complete): https://survey.tsia.com/s3/6917452
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 33 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 92 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 1.4K views 10 comments 6 points Most recent by JeromePeck About TSIA Exchange -
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 40 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 44 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… -
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 … -
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… -
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 18 views 3 comments 0 points Most recent by Erika TaylorBeck Service & Delivery -
Certification and the ChannelFor TSIA members: Do you require partners to obtain certification to qualify for your company’s channel partner program? And, if so, does the number of certified individuals and/or depth of certific…Answered Lawrence Kaye 20 views 2 comments 0 points Most recent by AlexanderZiegler Service & Delivery -
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. -
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…
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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 22 views 1 comment 0 points Most recent by DougCaviness Crafting Compelling Digital Experiences
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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 24 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…
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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… -
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…
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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…
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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…
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"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 45 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…