TAGS!
We have enabled more tags. When you post a discussion or reply to a question, add tags. They have full search capability. Try it!
We have enabled more tags. When you post a discussion or reply to a question, add tags. They have full search capability. Try it!
Listen to the main takeaways from our latest TSIA World Envision conference at TECHtonic podcast now!
Technology & Services Strategy
Products & Services Offer Portfolios, Growth, and Delivery
Discussion List
-
Getting your Initiative Prioritized on the Product RoadmapProduct roadmap capacity is a hot commodity. There’s high demand from every team advocating for the customer, for revenue and even the pet project. Political capital is spent on it. Can roadmap capac… -
How often do you revise Support Services pricing?There is plenty of information and strategies to consider on how to price Support Services. What I see far less of is how often organizations are revising Support Services prices, and by how much. Do… -
What are the best practices for partnerships with Product Management and Education Services?I'm looking to offset training content development resources to report into product management, but who will have a dotted line reporting to education services. I'm curious to know if anyone else is … -
What are best-in-class benchmark for deployment times for XCaaS deployment?Dear Members, Any insights on XCaaS deployment time benchmarks will be helpful. Assuming an enterprise customer with >$5K MRR and multiple US sites: 1) What is the industry benchmark for how long … -
Looking for resources on industry benchmarking for Case Deflection and EscalationI am currently interning in the Value Consulting department at Coveo, and conducting a project on industry benchmark across Support Services. I am on the hunt for data on support metrics (like case… -
What are the attach rate standards for a Managed Services offering?One of our clients is building their Enterprise Managed Services Offering. They are trying to establish attach rate goals based on industry standards/ benchmarks. Would like to know from the communit…
-
Is there a standard for what % of time a SW dev team works on features to satisfy existing users?Hello TSIA community! I hope you are all doing well. I am hoping to get some insight from the community regarding on average, what percentage of time a software development team is working on differe… -
Security SLAs/SLOsHello TSIA community, we saw the pandemic accelerating the digital transformation and with this also the concerns related to security on the products have either hosted on-prem or public cloud. Cust… -
Data Retention TimelineHello TSIA Community! From a Support Services/IT perspective, I'm hoping to get some insight into data retention timelines. I think "case" or "ticket" data should be kept for a … -
Where does the training and support of Partners live?Good afternoon! Due to the growth of partner selling and solution outsourcing, one topic that seems to come up often recently is how companies can best equip their partners. Does anyone have any r…
-
Market research: can you help me find a comparable use case for an open source Knowledge Base?Hi all, I am doing some market research for content strategy and am trying to find a comparable use case to my own. I am looking for examples of SaaS companies that offer both open source and enterpr… -
Support Offers trend for more aggressive SLOs and SLAsHello, as we entered 2021, maybe as a result of the 2020 pandemic, we see our customers requesting more aggressive SLOs/SLAs. We have implemented an already Business Critical offer with response time…
-
How to centrally delete data from local machine, which got downloaded from specific siteFor troubleshooting issues, support engineers open a support ticket and download log files to their local machine. How to manage the downloaded files in local machine. i.e. delete those downloaded f… -
What is the official industry definition for Tiered Support Structure?Hello, can any of you point me out if there's any official industry for TIER 1 ; TIER 2 ; TIER 3 in the context of Telco? Although i have found several correct definitions scattered over dozens of pa…
-
Does anyone receive or write product requirements that come from the support org?I'm working on creating a set of requirements for product that include supportability (smart error messages, logging for debugging) customer experience (does the product do what it says, do the docs … -
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… -
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 … -
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…
-
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… -
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 …
-
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…
-
SWAG Shop & worldwide DistributionHi, we plan to implement a SWAG shop in 2021. The Shop should give the possibility for our employees, customers an partners to purchase SWAG. Either with payment, vouchers or points they earn with pa… -
Current Trends with Training EnrollmentsAs we continue to navigate this pandemic, I am curious about what others in the Ed Service field see as far as enrollments? Are there any particular trends that you have noticed throughout the year? … -
eBook vendors for TrainingHey everyone - Curious which vendors you use for your eBooks and DRM solutions? We're currently evaluating a few and would love to know who you love/hate and why. Thanks! -
In addition to Education Services offers going all virtual, what other actions are you taking?As all in-person training delivery has halted, we've certainly shifted to virtual instructor-led classes and we're focusing on promoting our online University. What other actions are you taking at t… -
What's the ROI of your Platform Strategy?The B2B tech community is investing heavily in platform strategies, recognizing the growth multiplier realized by those that have mastered it. Wanted to this community to know that @Anne McClelland,…
-
What are the challenges and strategies for converting your customer base to XaaS?Migrating your existing customer licenses to XaaS can be challenging enough. Migrating their deployment to the cloud adds to the challenge. All sorts of questions emerge including how to handle objec…
-
How have you optimized cross-org councils (product, process, experience, etc.)?In the age where cross-organization participation is key, we often lean on councils to guide and prioritize strategic work: new products, process and flow optimization, customer and employee experien… -
State of the Handshake between Service Portfolio Management & Technology Product ManagementAre your product management and services product & Portfolio management teams collaborating well or poorly when it comes to designing recurring revenue solutions for awesome customer experience a…
-
How can a Quality Specialist perform QAs when they are not an expert on the work?Looking to see how other professional groups handle the following: 'How can a Quality Specialist perform QAs when they are not an expert on the work? For example ... how can I confirm that the agent…
Categories
Popular Tags
- CX / Customer Experience 4
- Service Offers 3
- KPIs 2
- XaaS / SaaS Revenue 2
- SaaS Support Models 2
- Monetization / Pricing 2
- Go To Market Strategy 2
- Digital Transformation 2
- Digital Experience 2
- Knowledge Management 1
- Customer Training 1
- Partner Program 1
- Proactive Support 1
- Product Roadmap 1
- Customer Satisfaction CSAT 1
- Sales 1
- Customer Renewal 1
- Technology Services Product Management 1
- Customer Lifecycle 1