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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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Average Handle Time (AHT) benchmarksLooking for some input and/or benchmarks on AHT for centers that are in the Technical Software space. Any whitepaper on this would be helpful. Thank you.Answered Francesco DiMauro 75 views 6 comments 0 points Most recent by CarlosAlves Services Delivery & Operations -
Professional Services/PM Productivity MeasuresDear TSIA Members, We are thinking about new ways to measure productivity of our PMs in the Professional Services space. We currently consider compliance measures, project count, billability etc. I …
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Growth Engines: Channel Led Growth and difference between Customer Led Growth vs Outcome Led GrowthWhat is Channel Led Growth ? Is it fair to say the customer led growth focuses on the WHATs (wants) of the customer and the outcome led growth focuses on the WHYs of the customer wants ? What are the…Suresh Kandeeban 33 views 3 comments 0 points Most recent by JaredRaftery Technology & Services Strategy -
Consultant/Professional Services Networking?Hi, any of our fellow consultants or professional services folks want to grab a drink after today’s presentations? -
What are the most common buyer personas?Any reference articles or documentation on this topic ?Answered Suresh Kandeeban 24 views 1 comment 0 points Most recent by LauraFay Technology & Services Strategy
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CSAT Calculation LogicHi Team, How do you measure CSAT in your organisation ? Any specific formula ? Thanks Imran Razack -
CSM coverageHello TSIA community, I am conducting an internal conversation on how CSMs should cover our top accounts. A key question that emerged is the internal need from some of our business units to have the… -
Phone tree optionsWhat is the 'ideal' number of levels in an IVR phone tree? Thank you.Answered ✓ Francesco DiMauro 21 views 2 comments 0 points Most recent by CarlosAlves Services Delivery & Operations
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Is Customer Success a Path to the C-Suite?I think increasingly the answer is a definite Yes. The charter of Customer Success is expanding in tech companies as they get religion around delivering seamless customer-first experiences & outc… -
Does Community play a role in Customer Success or just Support ticket deflection?Very interested to hear if/how tech vendors are using Communities to support Customer Success, particularly at Digital Scale, vs. as a low cost means of deflecting Support tickets.
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Subscription based vs Consumption based pricing models ?Subscription based : Pay same price every month based on the tiers of service subscribed. Ex. 'Support', 'Support Plus', 'Support Premier' as 3 tier subscription models. It is a flat fee that custome…Suresh Kandeeban 53 views 3 comments 0 points Most recent by LauraFay Technology & Services Strategy
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Experience with Gainsight Scorecard?I'm interested to hear about experiences using Gainsight Scorecard, and if you feel like you've nailed the measures.
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Low Overhead Ways to Manage Engagements - PSHow do you guys manage time tracking, invoicing, etc for all the various engagement lengths, clients, terms, etc?
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Anyone attending TSIA World Envision Las Vegas? What agenda item are you mostly looking forward to?Why is this important to you? I've attended previous TSIA conferences and everyone seems to be super excited about this one. -
Services in the SaaS World – Care to Share your Experience?As SaaS continues to proliferate, the focus on products shifts to solutions, which are delivered via cloud apps that companies “rent”, not own. As much as customers divest software ownership in the S… -
What are some best practices incentivizing customers back on SAAS post churn?Industry standard I have observed are automated 30-60-90 email touches. Anyone found success with other strategies? -
Is there a correlation between CES and Renewals?@JohnRagsdale I think I heard you say in one of the webinars on KM tech stack that CES is a leading (maybe) indicator of renewals? Did I hear that correctly, and if so, can you share any data to back…Answered RUCKUS_KM 23 views 2 comments 0 points Most recent by Doug Caviness Services Delivery & Operations -
Enterprise Learning Agreement" (ELA) TemplateDoes anyone have a redacted "Enterprise Learning Agreement" template that you use with GSI partners that you're able to share? It would include things like training costs, number of ILT sea…Answered BeverlyvandeVelde 44 views 3 comments 0 points Most recent by BeverlyvandeVelde Services Delivery & Operations -
What is stopping your organization from measuring Customer Success ROI with a dedicated Data AnalystLeveraging data to streamline operations is paramount. Considering only 30% of Customer Success Organizations have a dedicated Data Analyst, what is stopping the other 70% of CS Organizations from im… -
Learnings based on AI / MLDo any of you have a working model of training recommendations based on AI / ML recommendations / personas / engineer learning behaviours in automated way ?
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Measuring Customer Success ROIIs anyone currently measuring their customer success ROI? What have you learned since only about 30% of CS organizations are? Quick Guide to Customer Success ROI
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First lever pulled by your organization in an economic downturn?The year of macroeconomic headwinds. The war in Ukraine, Covid-19 lockdowns in China, Supply chain bottlenecks, sky high inflation, astronomical gasoline prices, slowing economic growth and the list …Poll Markees Williams 54 views 4 comments 5 points Most recent by Markees Williams Technology & Services Strategy
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How has your organization transformed execution of your traditional services offers following the inIn your experiences, does transitioning service models to more outcome-focused or XAAS models also necessitate a shift in the way core/traditional services activities are performed?Answered mllewis 21 views 3 comments 0 points Most recent by Patrick McGowan Services Delivery & Operations -
What competencies do you wish you had identified earlier on?When transitioning from a traditional services vendor to an outcome-focused strategic partner, have any of you identified competency gaps within your organizations that you would have benefitted by i…Answered mllewis 21 views 4 comments 0 points Most recent by Patrick McGowan Services Delivery & Operations
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Who owns the customer specific documentation at your company (configuration-related)In our Saas-business, despite the fact to introducing more and more standard setups, we still have a lot customization's implemented to our customers. Currently, the documentation of these customizat…Answered Sanna Asti 31 views 2 comments 0 points Most recent by Sanna Asti Services Delivery & Operations -
Do you set customer adoption targets for CSMs?Do you set adoption targets for CSMs (either part of their comp or not)? If so, what are they? What do you track? Any other observations or recommendations related to adoption targets?
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Selectable Severity and Severity negotiationWe are launching selectable severity which will give customers the ability to choose severity for their support cases ; this will be a part of our new support offering. While we have clearly defined …Answered SumitBhat 21 views 3 comments 0 points Most recent by CarlosAlves Services Delivery & Operations -
Video Conferencing Tool for Technical TrainingHi everyone - I'm exploring a variety of video conferencing tools for our Virtual Training experience. Curious if you'd be willing to share who you use and what you love and/or dislike about the pla…Jacqueline Sell 21 views 2 comments 0 points Most recent by Jacqueline Sell Services Delivery & Operations -
Would anyone have best-practices and/or recommendations regarding measuring TAM workload and impact?Having recently taken ownership of a relatively new Technical Account Managers team and completed a strategic review of the service, there are two key requirements on which I'd appreciate any input. …Answered JF Cadrin-Girard 12 views 1 comment 0 points Most recent by Neal Hatton Services Delivery & Operations -
Non-Inclusive LanguageDell, as well as many other technology companies, has accelerated its efforts to eradicate non-inclusive language in our content and our code. Is anyone else out there working on this that would lik…Answered Mary Cay Kosten 231 views 7 comments 1 point Most recent by CarlosAlves Workforce Management
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