TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges 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 business challenges along with peers from the best growth and enterprise technology companies in the world. Learn more…Announcement Jerome Peck 902 views 6 comments 5 points Most recent by Jerome Peck About TSIA Exchange -
What are your views on what it takes to create winning teams?A couple of weeks ago, I held a session with a group of investors where we discussed the topic of winning teams. Some of the building blocks we looked at included: culture and values, experience, rel…Accepted Answer Karen Chiang 35 views 10 comments 1 point Most recent by Patrick Martin Product Management & Strategy -
Professional Services Sales Compensation PlanHello all - I have been tasked with refreshing our sales comp plan for our PS sellers - I would welcome the collective thoughts and guidance on how others are balancing the sales comp challenges - as…Answered Randy Bastarache 13 views 7 comments 0 points Most recent by Steven Forth Sales & Revenue Growth -
ES under Product Organisation - what is your experience?Does anyone know of an ES organisation that sits under Product organisation? I am curious to learn about what are the Pros and Cons of that set-up. -
Who is responsible for documenting the value being delivered to the customer?The value innovation cycle proposes a cycle of Create Value Communicate Value Deliver Value Document Value Capture Value (this is where pricing comes in) Create Value All this turning around a deep u… -
Do you survey re-opened cases?Looking for input from the community on whether you survey cases when re-opened, which could result in a case being surveyed multiple times. If yes, how do you account for an engineer receiving two s…Answered Karen Bautista 35 views 7 comments 0 points Most recent by David Perrault Service & Delivery -
How can one move negotiations (especially pricing negotiations) to being positive sum games?Pricing negotiations are often high stakes with a lot that can go wrong for both parties. This is especially true for well differentiated offers. Game theory offers a lot of insights into pricing. In…Answered Steven Forth 32 views 5 comments 1 point Most recent by Randy Bastarache Sales & Revenue Growth
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Tis the season for predictionsThe beginning of the year is a time when many pundits, analysts and gad abouts are making predictions for the coming year. What predictions do you see as the most compelling? How do you act on these …Answered Steven Forth 20 views 3 comments 0 points Most recent by Steven Forth Product Management & Strategy
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CSAT/Customer Satisfaction for Professional Service Engagments/Projects?Hi, What questions/feedback are you requesting from Customers on close of a Professional Services engagement? Are you just asking for Satisfaction, if they would hire the consultant, ect. -
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iOS vs Android Usage in Inpatient Facilities by CliniciansHi there, I'm hoping to find current research that focuses on the percentage of inpatient care providers that use iOS vs Android devices for clinical care. We'd love any insights that others have ga… -
How do you combat the issue of agents not logging out?What are your enterprise support centers doing to combat the issue when agents forget to log out at the end of their shift?Accepted Answer Tishia Beneventi 40 views 3 comments 0 points Most recent by Sumit Bhat Service & Delivery -
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… -
Prepaying a budget for fixed-fee services?I have a fixed fee services question for the group. If you offer fixed fee services, do you let your clients pre-purchase a budget in advance? We have a fixed fee services menu and a client that want… -
What do the terms digital competencies or digital skills mean to you?Digital transformation has been a buzzword for the past few years. With it has come interest in 'digital competencies' and 'digital skills' (ask me about the emerging consensus on how these two words…Answered Steven Forth 12 views 1 comment 0 points Most recent by Steven Forth General Technology & Services
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Webinar - Driving Subscription Upsell and Cross-Sell Through Channel PartnersWe received multiple questions during today's live webinar that @Anne McClelland and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome… -
What price strategy has your company used for partner certification training program?We have a product offer where we will be training our partners to enable them to provide 1st level support on the product. The training will be incorporated with a certification of the partner to be …Accepted Answer LeeAnn Luck 45 views 3 comments 0 points Most recent by Maria Manning-Chapman Sales & Revenue Growth -
Webinar - Bridging the Gap Between Education and Support Services OrganizationsWe received multiple questions during today's live webinar that @David Baca and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome new … -
Building a modern SaaS Content StrategyI am looking to modernize my company’s approach to knowledge and information management. Today knowledge is aligned with many different departments: product documentation within Engineering, Knowledg…Answered Kimberly May 49 views 3 comments 1 point Most recent by Patrick Martin General Technology & Services -
What are the key things that you and your organization need to learn in 2021?"Steven, do you consider your business a learning organization?" Most of you probably just got this message from TSIA. I encourage you to download the report. It is great. It also got me th…Answered Steven Forth 17 views 1 comment 0 points Most recent by Steven Forth Sales & Revenue Growth
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Early November Transactional Support Survey Response RateIs anyone else seeing a significant dip in survey response rates for transactional support surveys (CSAT and CES) in the first week of November? Our market is United States healthcare. I'm wondering … -
What tool do you use to forecast PS revenue?Hi, I was wondering what tool do you use to forecast PS revenue in an agile way ? thanksAnswered Elise Rairat 28 views 2 comments 0 points Most recent by Steven Forth Sales & Revenue Growth -
What do product management services for ISVs (cloud-based/SaaS) cover?Hello members! My company (CSS Corp) has been known as a support services provider but we want to expand our identity to include product management services as well. In that regard, I wanted to know …Accepted Answer Divya Agarwal 34 views 4 comments 0 points Most recent by steve tennant Product Management & Strategy -
Data Privacy regulations effects on digital transformation, i.e. Europe and Germany specificHow are you dealing with the data privacy regulations when digitalizing your enterprise solutions? Limiting access do by compliant to user data both internal and customer, not be able to take full us…Accepted Answer Petra Andersson 43 views 2 comments 1 point Most recent by Spencer Hancock Service & Delivery -
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…Answered Eddie Aguilar 30 views 3 comments 0 points Most recent by Patrick Martin Culture & Well-being -
Who Should Own Renewals?Is the topic of 'who should own renewals' being debated or controversial within your company? If yes, I'd enjoy hearing how you're going about solving this question. This seems to be a common challen…Accepted Answer Doug Caviness 44 views 6 comments 1 point Most recent by Steven Forth Sales & Revenue Growth -
What is preventing your organization from taking advantage of a pricing strategy rooted in value?Many organizations are failing to optimize their customer engagement and are leaving money on the table because they have been unable to implement value-based methodologies. Without having a clear un…Answered Karen Chiang 63 views 10 comments 1 point Most recent by Susan Hasty Product Management & Strategy
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How are you approaching strategic planning for 2021?It is that time of year again, and many of us are developing our plans for 2021. How are you approaching this? What planning frameworks are you using? What goals are you setting? How will you be meas…
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Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines?Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines like Consulting, Support and Training? Or are you maintaining only 1 Social Account for all of them e.…Accepted Answer Alexander Ziegler 11 views 2 comments 0 points Most recent by Carlos Alves Sales & Revenue Growth -
"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 Stephen Spence 24 views 4 comments 0 points Most recent by Carlos Alves Sales & Revenue Growth -
Is there a trade off triangle for customer successI have been thinking a lot about tradeoff triangles recently. One classic is the project management triangle of Cost-Time-Quality. I have been reading Software Engineering at Google: Lessons Learned …