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Services Delivery & Operations
Support & Field, Professional, Managed Services, and Training
Discussion List
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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… -
Introducing Self-ServiceWe want to introduce self-service to support our customers which use our software. Since we are still at the very beginning of the journey, I would be interested in learning from experience so as not… -
Support Resolution Time CalculationHi all! Our reps mark a ticket as resolved in ZenDesk aligned with the following definition: “Resolution” consists of providing, as appropriate, one of the following to Client: an existing correctio… -
Is business sentiment changing?Despite the flare ups and second wave concerns in many places I am sensing a general improvement in business sentiment. In our case we are seeing deals that had been stalled for months begin to move …
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Categories for 360 Customer ReviewHello Everyone, In order to do a customer 360 review healthscore card I consider the following dimensions: Overall Sentiment Customer Readiness Product Sentiment Bugs Implementation Readiness Support… -
Customer Effort Score - Are you measuring it? If so, how and when?Hello TSIA Community, We are looking into incorporating the Customer Effort Score into our transactional surveys (once cases are closed) and I was curious to see if, how and when you were measuring t… -
**Alert** TSIA is conducting a Change Management Quick Poll | Please Participate!Hello TSIA community! We need your help! Over the next several weeks we will be conducting two very short polls (8 questions each) to gather precise information on ITIL Change and Problem Managemen… -
With high variabilty data, how do you choose between ETS and ARIMA?Accuracy measures are often interpretive making it hard to choose which model is the best. The rule of thumb is to have lowest numbers possible associated with percent of error. With that said, numb… -
How do you maintain employee culture with everyone working remotely?This was the number one question from our business challenge session last week with 40+ member companies: "How do you keep culture building, relationship building events, or get togethers going … -
Delivery of remote certification examsHello, With current situation with Covid-19, the delivery of proctored certification exams to customers or Partners is a real challenge: safety measures, travel restrictions, all trainings delivered … -
Are you RMCP certified? If so, where did you certify?I'm asking as I'm curious about the Resource Management Certified Professional path. Thank you!
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What is your North Star Metric for Service & Support?What is the key measure of success for your support services team? What is the one metric that is supported by all the other ones? Is it a process measurement, like cycle time or first-pass yield? Or… -
Innovative approaches to deploying technology to work-at-home users?Are you seeing any creative service providers offering innovative approaches (packages) to deploying technology to user's working at homes - unique technology; creative use of tools; innovative supp… -
PS Margins Calc AssistanceHi there! I have services resources that 1) do some configuration work that's included in the license for our subscription product (its a saas marketing tech), 2) deliver on the professional services…
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What is the COVID-19 Impact to your Delivery Operations?Hi Community, hope you are all staying safe and healthy! By now we hope you've seen our Rapid Research Response content and polls at: In this community, we'd love to hear how COVID-19 is impacting …
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How have your customers' expectations changed in the COVID-19 environment?What are your customers asking you to do differently? -
Are you delivering immersive training for your software solution(s)?What level of immersive training do you deliver? What tools do you use and how engaging do you make it? -
Working session on remote employee wellnessOn August 26th, I will be hosting a 90 minute working session on how companies are improving the wellness of their remote employees. If you are a TSIA interested in joining this session, email me at …
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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 … -
How are you coordinating successful training programs with Academia in the US?We are seeing a big adoption of our Academia Program offering in EMEA and APAC and a very low one in US. What is your recommendation in terms of how to connect with academic institutions in US to hav…
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Covid - What are you doing from an employee burnout perspective?Are you finding the working scenario during pandemic leading to employee burnout? If so what ideas do people have to ensure their teams remain engaged, motivated and energised? -
Do you have a learning community in your LMS (Learning Management System)?Do you have a learning community located in your LMS? If yes, how did you build it and what roles and responsabilities did you define? We have a community platform outside of LMS, but I think keeping…
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Looking for best practices around NPI for Services / Services Offerings.We would love to receive information on NPI best practices/research in the industry. We want to start crafting our POV but want to research some. Links, articles, or event contacts to speak with will… -
Are you using Mobile Analytics for your Services Business?By "Mobile Analytics", I'm talking about looking at dashboards or reports or apps on your phone vs booting up a laptop or desktop. Are you doing this? Is it happening outside your field s… -
How do you allocate the costs of central global education services?For Education groups that provide central global services (Virtual Labs, Collaboration Tools, etc) how do you allocate those costs to your P&L country groups? For example if you have a central l… -
Are you providing AR/VR tools to customers so they can perform remote services on their environment?We are actively pursuing a path to deliver AR technologies to our field resources to enhance their ability to deliver services (i.e., break/fix services) in the field to our customers. However, we h… -
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? -
What changes in Services Delivery do you envision persisting long-term?In the post-Covid world most of our professional services delivery has moved to offsite. Do you envision this delivery modality shift to persist long-terml? What are the other big shifts you envisi… -
Profitability of the support contractsMay sound like a very basic question, but I am wondering how others are managing the profitability of the support contracts ? Obviously support agents are not dedicated to one contract so their time … -
Support KPIsHi all, We are doing a mid-year check in support check in with our team and metrics. We're wondering what other support departments are using as target goals for key support metrics Mean Time to Sol…
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- CX / Customer Experience 4
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- Digital Transformation 2
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- Knowledge Management 1
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