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TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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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 21 views 5 comments 0 points Most recent by StevenForth Service & Delivery -
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 35 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 107 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 61 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… -
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… -
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 31 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 55 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 37 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)?
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What is the standard range for enterprise support adherence?Some of my members are dealing with increased call volumes. For companies that experience high call times and high average handle times, what is the standard range for enterprise support adherence?Answered ✓ Tishia Beneventi 72 views 5 comments 1 point Most recent by David Perrault Service & Delivery -
How has COVID-19 impacted your investment priorities this year?What are the main priorities in terms of investment in your projects facing COVID-19?Answered ✓ nahin sanchez 71 views 5 comments 2 points Most recent by nahin sanchez Sales & Revenue Growth -
What offer and pricing actions have you taken in response to the COVID-19 crisis?Members have been asking this about offers and pricing updates, changes and market withdrawals during this time. The quick poll is designed to capture these trends. Feel free to check it out. https:/…Answered ✓ LauraFay 127 views 8 comments 2 points Most recent by DougCaviness Product Management & Strategy -
Any recommendations for push routing solutions with Zendesk?We're planning on moving from a pull ticket routing model to a push model. We use Zendesk for our ticketing system. Zendesk does not offer this out of the box and I only see two solutions in the Ze…Answered Larry Aronovitz 65 views 4 comments 0 points Most recent by David Perrault Service & Delivery -
In an effort to survive in a down economy, are companies taking the less compassionate route?In an effort to survive in a down economy, are companies taking the less compassionate route of laying people off in tough job seeking times? If not, what options are they using?Answered ✓ Deby Covey 11 views 2 comments 0 points Most recent by Deby Covey General Technology & Services -
Identifying best PSA system solutions for delivering ProServicesWhat are some of the PSA (Professional Service Automation) solutions that you have had especially good experience with for delivering Services?
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What Persuasive Tactics are you Using for Driving Virtual Training?For those who are currently conducting customer training, can you share any success stories on persuading customers who want to wait for ILT, both present and future, to not wait and take on alternat…Answered AlyssaOrtiz 33 views 3 comments 0 points Most recent by Elise Lostutter Sales & Revenue Growth -
Returning to "normal" - what does it look like?As businesses start to re-open in phases what are some things that support centers are doing to ensure that people returning to the office have "clean" equipment? (headsets/microphones) ? …
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What are examples of specific ways COVID-19 has impacted your Services Organization?Are you seeing little to no services impact, improved business opportunities, or negative impact? -
How to react facing big discount request for recurring contracts or x% cut in PO for project ?Customers asking for big discounts in recurring contracts (M&S). In some cases, they are just imposing a cut of 20% in every PO for every project until the rest of the year. How to react?Answered ✓ Pierre Raynal 166 views 6 comments 5 points Most recent by Jack Johnson Sales & Revenue Growth -
Are employees eager to use chat when providing support, or do they resist?For those of you who have introduced Chat support in the last few years, how did your employees react to the introduction of chat (not chat bots) in your company? Were they eager to use it, or were t… -
Outcome Based ThinkingWhat are some examples of how you have promoted or adopted "Outcome Based Thinking" in your Services
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What tangible expectations have been changed as "Outside Sellers" have become "Inside Sellers"?The vast majority of our Services salesforce are "outside" sellers -- who are quickly learning the ways of the "internal seller" world. We've been working to rapidly evolve expect…Answered Alex Gershman 72 views 5 comments 1 point Most recent by SpencerHancock Sales & Revenue Growth