TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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Is your company covering the cost of employee's or 3rd party providers COVID tests?There are customers & jurisdictions that are requiring service delivery personnel to have COVID tests prior to going onto the customer premises. is your company covering the testing cost for you…Answered TraeShattuck 24 views 1 comment 1 point Most recent by StevenForth Services Delivery & Operations
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Support Services productivity through the pandemic...Hi All, I would love to hear how was your support team productivity impacted since the pandemic start. And, what is your top KPI for productivity? Stay well!Answered ✓ Matan Ilan 97 views 7 comments 0 points Most recent by Marcus Suniga Services Delivery & Operations
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When do you expect live classroom training (ILT) classes to return?Looking to see when folks expect ILT classes to return in the US?Answered ✓ James Meikle 64 views 12 comments 0 points Most recent by James Meikle Services Delivery & Operations
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Are you seeing different KPIs for Virtual training vs Onsite ILT?How have the KPIs for end user training changed as we move from Onsite to Virtual ILT?
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As Analysts / Scientists are you utilizing fairness, ethics, accountability and transparency (FEAT)?Please leave a comment if you have thoughts on FEAT affecting machine learning and concerns around the AI space within your work.Answered Ray McLean 24 views 2 comments 1 point Most recent by StevenForth Services Delivery & Operations
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What are the "vital behaviors" of a CSM?Does your company have a prescriptive approach to Customer Success? I'm curious to know if your org has defined a road map of key activities for CSMs to complete on a weekly, monthly, quarterly, or a…Answered ✓ KelseyHunsinger 108 views 3 comments 1 point Most recent by KelseyHunsinger Customer Success
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Services or commercial compromises to keep selling?Have you seen the need to compromise/reduce - either in Service delivery or on commercials - to the current economic climate where sales cycles are longer, buyers may be more cautious and appetite to…Answered Sarah Lowney 26 views 1 comment 5 points Most recent by Christine Sei Services Delivery & Operations
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How are you monetizing customer success?Customer success is a key function in the subscription economy. One can argue it is the key function. It is also getting more and more recognition in all B2B business models. Successful customer succ…
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How are you keeping your staff engaged remotely?Hello Community - With all of our Support Engineers working from home around the globe, it is becoming harder and harder to keep everyone feeling engaged and part of the team. Looking for thoughts an…Answered SteveCloughesy 63 views 7 comments 0 points Most recent by PatrickMartin Technology & Services Strategy
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Should customer success professionals have some form of certification?Customer success is emerging as a core profession, as important as product development, sales or marketing. In such situations, one often finds a number of (potentially competing) certification progr…Answered ✓ StevenForth 48 views 3 comments 2 points Most recent by Alexander Ziegler Customer Success
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Benchmark for effort distributionHi Looking for % effort distribution benchmarks for a professional service project. Phases = Planning, Requirements, Design, Build, and Test Alternately a cost distribution may also help.Answered ✓ Abhay Kale 16 views 3 comments 0 points Most recent by Abhay Kale Services Delivery & Operations
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What new Field Services innovations are resulting from this pandemic?What are some of the more interesting innovations in Field Services occurring these days? And, the most common?Answered StephenSpence 25 views 1 comment 0 points Most recent by John Ragsdale Services Delivery & Operations
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Mental Well-BeingRichard Branson says, "If you take care of your employees, they will take care of your clients." What has your company been doing to promote the mental well-being of your employees during …
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How are you combating the increase in non-renewals of service contracts?Are there new services or deliverables that you are offering to keep customers that are trying to reduce their spending.Answered ✓ David Hartley 23 views 2 comments 0 points Most recent by Gavin O'Leary Services Delivery & Operations
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Is anyone seeing a trend back toward in-person Professional Services delivery?Hi All - Have you seen any indication of trends from clients whether a return to in-person professional services (PS) delivery is anticipated in 2020, or is the sense that clients will expect PS pro…Answered CindyYoung 65 views 5 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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Are you seeing a reduction in partner labor rates?An effect of the pandemic has been an increase in the unemployment rate. With the labor market not as constrained as it was a year ago, have you seen as an outcome a willingness of third parties to …Answered ✓ TraeShattuck 29 views 4 comments 0 points Most recent by StevenForth Services Delivery & Operations
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Instructor EnablementI'd love to talk with someone about how you're utilizing instructors during any down time and keeping them focused on the virtual customer experience.Answered Jacqueline Sell 31 views 4 comments 0 points Most recent by Bill Hor Services Delivery & Operations
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The Building Blocks for an XaaS Partner FrameworkDo you have a question for me related to the webinar topic below? Please ask your questions here Any question we miss during the webinar we will be addressing here in the community following the live…
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What new ways have you found to maintain and grow customer engagement since COVID?For example, turning physical offerings into digital ones, increasing touch-points, etc.Answered ✓ Christopher Vasquez 27 views 2 comments 0 points Most recent by Jack Johnson Revenue Growth
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RE: Customer Success offer - how do you manage service entitlements, at a site, enterprise, etc?Working on several levels as we are monetizing our CSM offer, an Advanced level - and an Advanced Enterprise level. I'm interested in understanding how best to allocate the CSM engagements when mul…
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Capacity management leading practicesWe are looking to up level how we analyze our capacity trends, using pipeline and existing resource pool skills. What are some things your organization is doing that are working really well?Answered Katy Allen 26 views 1 comment 0 points Most recent by Spencer Hancock Services Delivery & Operations
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What is the biggest challenge you see supporting customers during this pandemic?I am keen to learn more about examples of how companies are supporting their end users or customers during this unique time of IT lock downs, remote workers and so much more.Answered ✓ Gerry Nolan 52 views 2 comments 0 points Most recent by Gerry Nolan Services Delivery & Operations
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Leaders in the live chat and chatbot landscapeFrom a feature set and innovation perspective, who are the key leaders in the live chat and chatbot landscapes? What new features will define these industries over the coming years?Answered Omair Peracha 40 views 3 comments 0 points Most recent by John Ragsdale Technology & Services Strategy
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Customers moving from Phone to Chat... whatsapp?During this crisis, many customers have switch from Phone to Chat. Probably easier to chat if working from home with people around than phone call. There is still a way to go, but clearly it is a fas…Answered ✓ Alex Vecino 72 views 5 comments 1 point Most recent by John Ragsdale Services Delivery & Operations
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Are you seeing a significant shift from field delivered services to carry-in/depot services?For business customers, hardware repairs have been historically delivered at their place of business. Given the current pandemic, are your customers shifting to other methods of delivering break/fix…Answered ✓ TraeShattuck 20 views 3 comments 0 points Most recent by John Ragsdale Services Delivery & Operations
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Self-Service Surveys - What questions does your organization ask?My organization has taken on a huge initiative to launch self-service to our client base and one of the KPIs that we're wanting to use to measure success are survey results. I have seen a lot of mate…Answered Tim Schauer 422 views 5 comments 0 points Most recent by GailPropson Services Delivery & Operations
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What has been the biggest COVID driven change in the way you do sales?How has COVID impacted new business generation and led to a change in the modus operandi or process of your sales?
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Defending the Customer Success team with Cross Functional Peers Questioning ValueWith pressure on all Tech Software companies to at a minimum, maintain the revenue status quo (and margins), to minimize churn and continue the upward trend in NPS, I continue to come across extended…
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Are you seeing an increased demand from clients to outsource?We are seeing in some regions that more clients are looking to outsource, including people and assets (trends similar to 2009/ 10), in an attempt to optimise costs. Are others seeing the same? Or ar…
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Product Offers & Pricing in a Post Covid-19 WorldDo you have a question for me related to the webinar topic below? Please ask your questions here Any question we miss during the webinar we will be addressing here in the community following the liv…
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