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TSIA World Envision is almost here. October 16-18th, Las Vegas. Register now!
TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Associations & Bodies that can be partnered for Business DevelopmentWant to know how a newly created agency specializing in software development can partner with companies and associations for lead generation? Can anyone name a few associations or companies who are d…Answered Junaid 2 views 1 comment 0 points Most recent by Edly Villanueva Technology & Services Strategy
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Are there online community benchmarks?Are there any industry benchmarks around healthy online community forum activities? Specifically: 1) Forum Activity - based on the size of community, how many new questions and new comments occur on …Answered Beverly van de Velde 154 views 8 comments 1 point Most recent by Beverly van de Velde Services Delivery & Operations -
Digital Hesitation - Concept of MSP+ , interestingWas reading the TSIA Digital Hesitation Book and found the MSP+ concept really interesting, we have Managed Services but grouping that with Customer Success , seems a good combo !! https://youtube.c… -
Training for High Performing TeamsHi TSIA Exchange! I have heard from a few members that since their team is very high performing they are prone to internal promotions and need to hire and get new employees up to speed frequently and… -
How to structure configuration changes/fixesIn the implementation project, a customer-specific configuration is built to connect to customers' systems. For us, often this configuration is complex and sometimes it is used even to cover up the l…Answered ✓ Jaakko 62 views 4 comments 0 points Most recent by Samir Bhargava Services Delivery & Operations -
Is anyone open to talking about how you manage your Support organization?I work for a SaaS company with roughly 60 Support Consultants servicing both B2B and B2C clients, and we're constantly looking for ways to scale the business, streamline processes, deflect cases (pro…Answered ✓ [email protected] 112 views 3 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations -
How is your Support Department handling sanctions on software?I'm curious to know how others are handling sanctions on software and how it impacts service delivery? Has there been proactive reach to Russian customers? Is there a flag on the contact or account, … -
Career Development for Partner Success Leadership RoleI'm working on my career development plan and trying to identify skill gaps I need to address. I've been searching Linkedin, Glassdoor and job search sites for examples of Partner Success Director, L… -
Job Description for Global Support Business Operations LeaderLooking for Job description for Director, Global Support Business Operations responsible for Quality Training Process Analytics Budget Tools Projects /PMO WFM I could write one up but hoping to lever…Answered Monica Mallick 232 views 4 comments 0 points Most recent by CA212 Technology & Services Strategy -
Does your organization have a Services Engineering function?Hello TSIA members, We recently established a Services Engineering function to serve as R&D for Services. I'd like to engage/learn/discuss with fellow members whose organizations have a Servies … -
Reducing Customer Friction Between Time of Sale and Cloud Software First UseWhen customers purchase Cloud/SaaS software, post-sale there is work to setup, configure, administer access, etc. This area can be a source of customer experience friction if things don't go smoothl… -
What methodology do you use when estimating field service calls durations?Scheduling service calls for your technicians in the field can be very challenging. One of the variables to producing an accurate schedule is correctly estimating how long a repair task will take. I…Answered SG_1970 43 views 3 comments 0 points Most recent by Kevin Bowers Services Delivery & Operations -
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 72 views 6 comments 0 points Most recent by Carlos Alves 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 32 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 22 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
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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…
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Phone tree optionsWhat is the 'ideal' number of levels in an IVR phone tree? Thank you.Answered ✓ Francesco DiMauro 22 views 2 comments 0 points Most recent by Carlos Alves 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 52 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 22 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 Beverly van de Velde 44 views 3 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations
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