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A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Remote Worker ExpensesThe Covid-19 Pandemic continues to impact the world and more companies are permitting employees to work from home. I am curious what "work from home" expenses is your company willing to rei… -
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 21 views 2 comments 5 points Most recent by Alexander Mundorff General Technology & Services -
In addition to Education Services offers going all virtual, what other actions are you taking?As all in-person training delivery has halted, we've certainly shifted to virtual instructor-led classes and we're focusing on promoting our online University. What other actions are you taking at t…Accepted Answer Elise Lostutter 171 views 17 comments 0 points Most recent by Steven Forth Product Management & Strategy -
How do you apply market segmentation to customer success?Effective market segmentation is the key to marketing, sales and pricing. The state of the art is to segment markets based on how customers get economic, emotional and community value. How are peopl…Accepted Answer Steven Forth 31 views 6 comments 0 points Most recent by Benjamin Bloom Service & Delivery -
Introducing Self-ServiceWe want to introduce self-service to support our customers which use our software. Since we are still at the very beginning of the journey, I would be interested in learning from experience so as not…Answered Fritz Stocker 31 views 2 comments 0 points Most recent by Patrick Martin Service & Delivery -
What's the ROI of your Platform Strategy?The B2B tech community is investing heavily in platform strategies, recognizing the growth multiplier realized by those that have mastered it. Wanted to this community to know that @Anne McClelland,…Answered Laura Fay 41 views 3 comments 3 points Most recent by Christine Sei Product Management & Strategy -
Support Resolution Time CalculationHi all! Our reps mark a ticket as resolved in ZenDesk aligned with the following definition: “Resolution” consists of providing, as appropriate, one of the following to Client: an existing correctio…Accepted Answer Greg Higgins 71 views 4 comments 0 points Most recent by Jaime Farinos Service & Delivery -
What are the challenges and strategies for converting your customer base to XaaS?Migrating your existing customer licenses to XaaS can be challenging enough. Migrating their deployment to the cloud adds to the challenge. All sorts of questions emerge including how to handle objec…Answered Laura Fay 81 views 4 comments 1 point Most recent by Steven Forth Product Management & Strategy
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How have you optimized cross-org councils (product, process, experience, etc.)?In the age where cross-organization participation is key, we often lean on councils to guide and prioritize strategic work: new products, process and flow optimization, customer and employee experien…Answered Brian Rudy 31 views 2 comments 0 points Most recent by Laura Fay Product Management & Strategy -
Is business sentiment changing?Despite the flare ups and second wave concerns in many places I am sensing a general improvement in business sentiment. In our case we are seeing deals that had been stalled for months begin to move …Accepted Answer Steven Forth 21 views 2 comments 0 points Most recent by David Bisciotti Remote Services
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Categories for 360 Customer ReviewHello Everyone, In order to do a customer 360 review healthscore card I consider the following dimensions: Overall Sentiment Customer Readiness Product Sentiment Bugs Implementation Readiness Support…Answered Jaime Farinos 61 views 13 comments 0 points Most recent by Darryl Benjamin Service & Delivery -
Customer Effort Score - Are you measuring it? If so, how and when?Hello TSIA Community, We are looking into incorporating the Customer Effort Score into our transactional surveys (once cases are closed) and I was curious to see if, how and when you were measuring t…Accepted Answer Patrick Martin 91 views 12 comments 0 points Most recent by Kelsey Hunsinger Analytics -
**Alert** TSIA is conducting a Change Management Quick Poll | Please Participate!Hello TSIA community! We need your help! Over the next several weeks we will be conducting two very short polls (8 questions each) to gather precise information on ITIL Change and Problem Managemen… -
State of the Handshake between Service Portfolio Management & Technology Product ManagementAre your product management and services product & Portfolio management teams collaborating well or poorly when it comes to designing recurring revenue solutions for awesome customer experience a…Answered Laura Fay 41 views 4 comments 0 points Most recent by Steven Forth Product Management & Strategy
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With high variabilty data, how do you choose between ETS and ARIMA?Accuracy measures are often interpretive making it hard to choose which model is the best. The rule of thumb is to have lowest numbers possible associated with percent of error. With that said, numb… -
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 71 views 6 comments 1 point Most recent by LeeAnn Luck Diversity & Inclusion -
How do you maintain employee culture with everyone working remotely?This was the number one question from our business challenge session last week with 40+ member companies: "How do you keep culture building, relationship building events, or get togethers going … -
Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines?Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines like Consulting, Support and Training? Or are you maintaining only 1 Social Account for all of them e.…Accepted Answer Alexander Ziegler 1 view 1 comment 0 points Most recent by Steven Forth Sales & Revenue Growth -
How can a Quality Specialist perform QAs when they are not an expert on the work?Looking to see how other professional groups handle the following: 'How can a Quality Specialist perform QAs when they are not an expert on the work? For example ... how can I confirm that the agent…Answered Tracy Moore 11 views 1 comment 0 points Most recent by Alexander Ziegler General Technology & Services -
Delivery of remote certification examsHello, With current situation with Covid-19, the delivery of proctored certification exams to customers or Partners is a real challenge: safety measures, travel restrictions, all trainings delivered …Accepted Answer Thierry GUENNEGUES 21 views 3 comments 1 point Most recent by Alexander Ziegler Remote Services -
Are you RMCP certified? If so, where did you certify?I'm asking as I'm curious about the Resource Management Certified Professional path. Thank you!
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Post Questions for our August 27th Virtual Summit: Findability, The Search for Enterprise ContentOn August 27th I will be moderating a two-hour virtual summit, "Findability: The Search for Enterprise Content." The focus is knowledge management across the enterprise, and as part of this…Answered John Ragsdale 31 views 4 comments 2 points Most recent by John Ragsdale General Technology & Services -
What is your North Star Metric for Service & Support?What is the key measure of success for your support services team? What is the one metric that is supported by all the other ones? Is it a process measurement, like cycle time or first-pass yield? Or… -
What does a good 'offer' look like to bring to life the MS Offer ContinuumHi Folks, We are on the MS transformation journey and have adopted the TSIA MS Offer Continuum. Being a traditional Product-led organisation we are grappling with what a good offer looks like, say f…Answered Matt Saggers 21 views 2 comments 0 points Most recent by Carlos Alves Product Management & Strategy -
Innovative approaches to deploying technology to work-at-home users?Are you seeing any creative service providers offering innovative approaches (packages) to deploying technology to user's working at homes - unique technology; creative use of tools; innovative supp…Accepted Answer Stephen Spence 1 view 1 comment 0 points Most recent by Carlos Alves Remote Services -
Prepaid or Deferred?Outcome services. Do you predominantly sell prepaid or deferred engagements? Do you give customers the choice or provide incentives/disincentives?Accepted Answer Jim Bignell 11 views 1 comment 0 points Most recent by Carlos Alves Product Management & Strategy -
PS Margins Calc AssistanceHi there! I have services resources that 1) do some configuration work that's included in the license for our subscription product (its a saas marketing tech), 2) deliver on the professional services…
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Does anyone have a referral for a consulting firm that helps with Zuora implementations?Looking for anyone that has had a good experience with an independent consultant or a 3rd party consulting firm in implementing Zuora. Someone in the network is looking for a referral and I would lo…Answered Neil Jain 31 views 1 comment 0 points Most recent by Spencer Hancock General Technology & Services -
What is the COVID-19 Impact to your Delivery Operations?Hi Community, hope you are all staying safe and healthy! By now we hope you've seen our Rapid Research Response content and polls at: (Link) In this community, we'd love to hear how COVID-19 is imp…Answered George Humphrey 51 views 4 comments 1 point Most recent by George Humphrey Service & Delivery
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How have your customers' expectations changed in the COVID-19 environment?What are your customers asking you to do differently?