TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Intelligent Case Routing - What solution are you using?Hello TSIA Community, We are starting to evaluate various vendors for an automated case routing solution. I was curious to know what solutions are you currently using and how satisfied you are with …Answered Patrick Martin 66 views 9 comments 1 point Most recent by Patrick Martin Service & Delivery -
What is Product Led Growth (PLG) and is it relevant to B2B?What is Product Led Growth (PLG) and is it relevant to B2B? This is a topic that has come up in a number of my conversations of late and I wanted share in case of interest. This is really about the d…Accepted Answer Doug Caviness 28 views 3 comments 0 points Most recent by Doug Caviness Sales & Revenue Growth -
We are in the process of evaluating a new Customer Success Tool.The challenge is to find all requirements in one platform. It would be interesting to get your feedback on the type of platform your Customer Success Managers use to track: Health Monitoring Lifecycl…Accepted Answer Martina Stiegler 71 views 10 comments 0 points Most recent by Martina Stiegler Customer Success -
Anyone have experience implementing Robotic Process Automation (RPA) to generate renewal quotes?Hi All, I'm doing research on this automation topic and interested in the experience of others about practical applications of RPA in the renewal sales workflow. Thanks, DougAnswered Doug Caviness 46 views 2 comments 0 points Most recent by Doug Caviness Sales & Revenue Growth
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How is your company measuring readiness related to conceptual frameworks/project management?Defining the frameworks is just one step towards managing a large scale project involving several disciplines. What qualitative measures are you utilizing to measure behaviors related to success? -
Adding a platinum level support tier. What do you include in yours?We provide support for an on-premise software platform that is used by a variety of sectors and our customer range in size from SMB's to Tier 1 organizations. We currently have a standard and premium…Accepted Answer Claire Hernandez 71 views 5 comments 0 points Most recent by Eddie Aguilar Service & Delivery -
What are you doing for yourself and your team to cultivate creativity?Professional services and customer success frequently require creative understanding and solutions to customer challenges. But the pressure to deliver and the isolation of Covid can sap creative ener… -
Anyone out there calculating Product Pull Through for your Professional Services?Hi, We are working on calculating Product Pull Through that is created by our Professional Services Teams. Anyone else doing this? How are you defining and marking? Are you using all data with averag… -
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…Accepted Answer Alexander Mundorff 59 views 4 comments 5 points Most recent by Alexander Mundorff General Technology & Services -
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? …Accepted Answer Alyssa Ortiz 14 views 2 comments 0 points Most recent by Alexander Ziegler General Technology & Services -
Success turning Data into Insights that drives Sales?Would you have a success you can share about converting raw customer data into insights to inform the work of your sales reps and CSMs to drive sales (renewal, expansion, etc.)? I enjoyed participa…Accepted Answer Doug Caviness 23 views 4 comments 0 points Most recent by Saurabh Sharma Sales & Revenue Growth
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Solving The Digital Renewal Challenge? (Q&A responses)If you're working to digitize renewals and registered for last week's TSIA Interact, you may enjoy viewing this on-demand session (30 min) entitled, Solving The Digital Renewal Challenge, that I did …Answered Doug Caviness 16 views 2 comments 1 point Most recent by Doug Caviness Sales & Revenue Growth
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Are you using Customer Journey Maps in Customer Service and Support?Customer Journey Maps (CJMs) capture the customer's experience as they interact with your product or service. While Process Maps capture the steps in a process from the company's perspective, CJMs ca…Accepted Answer David Seaton 58 views 9 comments 1 point Most recent by Steven Forth Service & Delivery -
TSIA Blog: Evolving from a “Do No Harm” company to an “Anti-Racist” companyYesterday we published a blog with the results from our very first survey on DEI, as part of our Rapid Research Response (R3) polls. Here's a link: https://www.tsia.com/blog/evolving-from-a-do-no-har… -
How to convince customers to initiate stalled services projectsI am a Senior consultant working for a product company and I work for PSO(Professional services organisation). We sell services as part of license deals or upsell services individually to existing cu… -
Virtual classroom toolsWhat tools are you using to deliver vILTs? I am looking for something that is engaging, innovative and immersive to a degree. -
Employee Productivity SuiteWith so many folks now working from home does anyone have knowledge of an employee productivity analytics tool? This is going to sound a bit big brother-e, but I have long thought that a analytics to… -
Data Analytics Tools for the TradeToday with Customer Support we have selected MS Power BI and the primary data delivery/dashboard tool. However, I know there are other Tools like Tableau that are standard and have various advantage…
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Diversity-Enabling Metrics?This is the Q that I raised during Julian Guthrie's keynote at TSIA Interact: "Can you talk to metrics on how having a diverse, inclusive workforce helps to successfully innovate and to navig… -
Diversity and Inclusion Training OfferWe are in the process of re-evaluating our current Diversity and Inclusion training offer for all employees as well as the various leadership levels. What are some of your top recommendations or &quo…Accepted Answer LeeAnn Luck 60 views 5 comments 0 points Most recent by Carlos Alves Diversity & Inclusion -
What are your best practices for increasing renewal rates through the channel?What have you found to be the most effective in enabling renewals through 2 tier distribution particularly given the current climate? -
Learning Subscription RenewalsHi everyone, Does anyone have any consumption benchmarks they can share regarding likelihood to renew a learning subscription? For example, are you seeing that users who utilize the learning subscrip…Answered Christy Vega 16 views 3 comments 0 points Most recent by Doug Caviness Sales & Revenue Growth -
What Customer Success innovations are on your roadmap?I was wondering what kind of CS innovation you are considering these days to drive customer value and reduce churn. I wonder if anybody is leveraging any new technologies or trying any new processes.…Accepted Answer Jaime Farinos 96 views 4 comments 1 point Most recent by Steven Forth Customer Success -
How to measure self-service rate in the community?Hi All, I would like to know how can I measure self-service rate in the community? is there a industry standard on how this should be done? And is there any benchmark for this measure? Any insight w… -
As we embark on Longtail Renewal automation (low dollar / high volume) - looking for best practicesMany hardware / software companies struggle w/ the sales motion and GTM around longtail renewals (these are the renewals that are low dollar, but high in volume or number of quotes). It requires a d…Answered Lynn Fraser 96 views 7 comments 6 points Most recent by Doug Caviness Sales & Revenue Growth -
Feedback CultureGood Day All, I hope everyone is well. Lately, I am hearing a lot of chatter regarding the topic of a "Feedback Culture". I am curious to know if your organization employs the historic annu…Accepted Answer Darryl Benjamin 32 views 6 comments 0 points Most recent by Patrick Martin Service & Delivery -
How do you get alignment on strategy and connect strategy to execution?I understand that alignment is not a once and done sort of thing but something that needs to be worked towards. But how do you do this? I think we can get out of alignment in three ways: Different pa…Accepted Answer Steven Forth 42 views 5 comments 1 point Most recent by Christine Sei Culture & Well-being
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What new techniques are being used to develop customer relationships when delivering remotely?This is a question that came out of our interactive member to member session on "extreme remote services." Companies are concerned it will be harder to build personal relationships with cus… -
Converting temporary solutions (free trials) into digital stratgies and compliant solutionsAs many of you would have experienced, during COVID a number of clients took advantage of 'free trials' from various vendors, and in most cases just stood up a 'quick and dirty' solution in order to …Accepted Answer Sonu Natt 46 views 3 comments 10 points Most recent by Doug Caviness Sales & Revenue Growth