TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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The Next Level of Scaling Customer SuccessDo 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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Partners accessing customer data & AnalyticsHello community! Are XAAS Editors partnering with Channel Partners giving access to data & analytics for free or do Channel partners have to pay fees for accessing these precious customers data &…Answered Florent LECLERCQ 128 views 9 comments 0 points Most recent by Anne McClelland Revenue Growth
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Do you see differences in the current need for Digital Learning dependent on Geographies?There was always a difference between Europe / NA / LA / AP / Africa and acceptance of Digital Learning. I'm wondering if in times of COVID19 you're seeing changes? Are there Geographies that are mov…Answered ✓ Alexander Ziegler 59 views 4 comments 0 points Most recent by Maria Manning Chapman Services Delivery & Operations
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Upcoming Rapid Research Response PollsWe have a new set of Rapid Research Response polls lined up for the month of June, expect to see one every Tuesday. Topics include very virtual offices, services convergence, and customer migration t…Jeremy DalleTezze 75 views 2 comments 4 points Most recent by Jeremy DalleTezze Services Delivery & Operations
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Dashboard/Balanced Scorecard for comparing Market UnitWe are working on a Exec Dashboard focused on comparing performance across our North America Services Market Units. The goal is to provide a concise ~2 page format of key insights to regional leaders…Answered Tim Klimavicz 55 views 2 comments 0 points Most recent by CindyYoung Services Delivery & Operations
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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…Answered StevenForth 24 views 2 comments 5 points Most recent by StevenForth Services Delivery & Operations
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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…
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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?Answered LauraFay 83 views 7 comments 1 point Most recent by Carlos Alves Services Delivery & Operations
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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…Answered Sean Jones 24 views 1 comment 6 points Most recent by Lexi Provost Services Delivery & Operations
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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?Answered Bill Hor 29 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations
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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 24 views 3 comments 0 points Most recent by Andréanne Young Technology & Services Strategy
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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 296 views 8 comments 1 point Most recent by Alex Vecino Services Delivery & Operations
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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 87 views 11 comments 0 points Most recent by Lori Hurley Technology & Services Strategy
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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…Answered Dan Lopez 71 views 6 comments 0 points Most recent by DivyaAgarwal Services Delivery & Operations
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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 ✓ Alexander Ziegler 15 views 1 comment 1 point Most recent by Courtney Ellis Services Delivery & Operations
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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 14 views 1 comment 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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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 56 views 4 comments 0 points Most recent by Eric Markwardt Services Delivery & Operations
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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. …Answered Daniel Reese 139 views 7 comments 0 points Most recent by AdamFuller Services Delivery & Operations
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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 ✓ Alexander Ziegler 29 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations
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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 33 views 4 comments 0 points Most recent by Ben Coffman Technology & Services Strategy
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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 53 views 2 comments 0 points Most recent by Jaime Farinos Services Delivery & Operations
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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…Answered Sergio Larrain 22 views 1 comment 0 points Most recent by Jaime Farinos Services Delivery & Operations
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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…Answered ChrisHolm 128 views 6 comments 1 point Most recent by Jaime Farinos Services Delivery & Operations
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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…
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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 78 views 5 comments 0 points Most recent by StephenSpence Technology & Services Strategy
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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 Technology & Services Strategy
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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 112 views 10 comments 0 points Most recent by StevenForth Technology & Services Strategy
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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 34 views 2 comments 0 points Most recent by Carlos Alves Technology & Services Strategy
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