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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How are people applying scenario planning to technology services?The events of the past few months have renewed my interest in formal scenario planning. I found myself and my business less well prepared for Covid 19 than I would have hoped. I have now begun the ha… -
What new skills are needed for customer success to be effective in times of economic uncertainty?Customer success does need new skills. How are people helping management and HR understand the new skills needed for customer success? Customer success is very different from customer support but not…Answered ✓ StevenForth 176 views 18 comments 2 points Most recent by CarlosAlves Sales & Revenue Growth
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Are Product Analytics Accessible to Customer Success Teams?Does the CS team have influence on the product roadmap to get the needed product analytics to run effective customer engagements? What cross team practices make a difference? -
Analytics Champions Community Virtual Session Call for Speakers!TSIA's Analytics Champions Community, a community that brings members together to generate and share analytics related content, seeks presenters for our next virtual session! Scheduled for early Sept… -
How are companies getting customers to renew subscriptions in the COVID environment?How are you getting customers to renew education subscriptions in the COVID-19 environment? -
Employer Supports for Pandemic ParentingMy organization has been quite gracious and extremely flexible with scheduling and extra "coworkers" popping into meetings as many parents abruptly found themselves without childcare. Our H…Answered ✓ Courtney Ellis 23 views 3 comments 0 points Most recent by Andréanne Young General Technology & Services -
Response Rate Changes to Customer Experience Surveys?We have been surprised by lower email response rates to customer experience surveys in recent months. Has anyone else experienced this challenge and what actions are you taking to encourage particip…Answered ✓ Kerri Wienbeck 274 views 8 comments 1 point Most recent by Alex Vecino Service & Delivery -
What is the ʺproper protocolʺ for video conferencing?What is the ʺproper protocolʺ for video conferencing? Some say cameras on all the time, some say cameras for speakers only, and some say toggle on/off if you are speaking - do companies allow backgr…Answered ✓ Deby Covey 65 views 11 comments 0 points Most recent by Lori Hurley General Technology & Services -
Any experiences, challenges, using AR/VR technology for delivery?We generally deliver our service via old-school face-to-face means (including phone). With social distancing, travel restrictions, etc,, we're quickly trying to adopt AR/VR technologies for a richer… -
Are you already planning future face-to-face events (like Advisory Boards) with partners and when?We transformed typical face-to-face events like AdvisoryBoards and Partner Conference to virtual events. But still there is a certain way of communication that is not possible in a virtual world. As …Answered ✓ AlexanderZiegler 17 views 1 comment 1 point Most recent by Courtney Ellis Service & Delivery -
Maintaining client engagement during long sessions over the internetHi All - How do you all ensure engagement for longer periods of time (one ore more full days of consulting) in a remote environment? We seem to do well with small classes (training in nature), howev…Answered ✓ CindyYoung 12 views 1 comment 0 points Most recent by AlexanderZiegler Service & Delivery -
Are you converting field service work to depot work in response to COVID-19?Hi Everyone, I'm wondering if anyone has any experience or thoughts on converting existing field service contract work to depot service in light of the pandemic. For example, if you have equipment t…Answered Eric Markwardt 52 views 4 comments 0 points Most recent by Eric Markwardt Service & Delivery -
Is a virtual workforce influencing customer NPS scores?I'm curious to know if members are seeing changes in NPS scores attributed to a virtual workforce. We're seeing higher output but it may be a false positive as we have also seen a drop in time off. … -
Is there a need to adopt Digital Learning Offerings to include interactive components?With the current situation we're seeing as everybody significant increase in the need to digital learning offerings. In internal discussions the question came up if we should include into existing no…Answered ✓ AlexanderZiegler 26 views 5 comments 0 points Most recent by StevenForth Service & Delivery
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Loyalty/Rewards Programs in B2BHave you implemented a loyalty or rewards program in a B2B technology company? If so, are there any best practices you can share?Answered ✓ Ben Coffman 34 views 4 comments 0 points Most recent by Ben Coffman General Technology & Services -
What Resource and Workforce Management Challenges are you Facing?How has your resource and workforce management been impacted by the global crisis?Answered Randy Mysliviec 57 views 2 comments 0 points Most recent by Jaime Farinos Service & Delivery -
How to measure relationship and quality of case resolution for regular customers?I have a group of designated support resources that interact with individual within their customer portfolio very regularly (sometimes several times per week). I am interested on the ability to measu… -
Utilization MetricsIf service delivery bookings have decreased at all for your organization, what plans do you have to keep utilization metrics in line with expectations? For example, if there are less Professional Se… -
Outcome Selling & Renewal Value Management—Successful joint ownership of AER (Adopt, Expand, Renew)The Outcome Selling and Renewal Value Management webinar covered the importance of alignment after the Land activities prior to customer onboarding and Adoption plays. This alignment is ideally 'join…Answered Christine Sei 103 views 1 comment 2 points Most recent by Lynn Fraser Sales & Revenue Growth -
Are you seeing increase demand for CPQ (Configure, Price, and Quote) solutions?Is Covid-19 recovery likely to accelerate the need for CPQ solutions? If so, what are some specific examples of how you are using them?Answered ✓ StephenSpence 67 views 5 comments 0 points Most recent by StephenSpence General Technology & Services -
Employee Safety and Chief Safety Officer RoleA member leader asked an interesting question today related to employee safety. How are member companies organizing their plans, strategy, and response to employee safety over the long term? Are you…Answered Kevin Smith 32 views 1 comment 1 point Most recent by ChrisHolm General Technology & Services -
Cost of Post-Live Support: Benchmarks?Hi All - Our Support Services team is preparing an analysis on the cost of post-live support (support provided our Customers upon go-live of a software implementation, through their maintenance contr…
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How are customer success concepts being applied in healthcare?Customer success has become a rich discipline with its own tools, best practices and competency models. It is most common in subscription businesses, and a number of companies in healthcare and medic…
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Has anyone started putting together detailed plans on how to reopen physical offices?Has anyone started putting together detailed plans on how to reopen physical offices? Having staff coming back to office. What are all the decisions that need to be made and prep that needs to be d…Answered ✓ Jesse DiIanni 92 views 10 comments 0 points Most recent by StevenForth General Technology & Services -
Services "Brand" within the Organization (Q Targeted for non-pure-play Services orgs)Our organization has a 150+ year manufacturing history. We are viewed as a great "engineering" company. We do also have a strong track record in Services (mostly equipment-related start-up,…Answered Alex Gershman 36 views 2 comments 0 points Most recent by CarlosAlves Product Management & Strategy -
Transforming from "Break/Fix" to "Recurring Maintenance Contract" in a More "Traditional" Mfg. Org?This is very much related to the other question I asked recently... A vast majority of the revenue we generate from 1/2 of our Services business is tied to an on-asset based service model -- it's &qu…Answered Alex Gershman 53 views 2 comments 1 point Most recent by CarlosAlves Product Management & Strategy
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What silver linings are you finding through this time of change?As many challenges as we're all facing I would love to hear some wins! While I've been working from home the past few months I've seen the faces of coworkers I wouldn't have otherwise seen unless ons…Answered Elise Lostutter 21 views 3 comments 0 points Most recent by Courtney Ellis Culture & Well-being -
Post COVID-19, are you expecting changes to go-forward Services engagement processes?What will the changes be in our industry as we move forward over the next year or more under a "new normal"? -
What's successful for improving Channel performance in long tail renewals?What tools and processes have you found essential for improving long tail renewals of your Channel customers? What have you found to be your biggest challenges in this area?Answered ✓ DougCaviness 34 views 3 comments 0 points Most recent by DougCaviness Sales & Revenue Growth -
What are the 1st Steps Towards Establishing a "Customer Success" Structure?For organizations without "Customer Success" departments, what are some easy first steps to move in that direction (versus upheaval of entire org or conflict with Sales)?