Recent Discussions
A community for Product, Sales, and Services teams to navigate a global pandemic together
Discussion List
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How are you measuring Case Deflection?Hello TSIA Community! I am curious to know more about how you are measuring case deflection and/or self-service success. We currently are measuring 2 different measures: 1- % of customers who abando… -
Role for PS RevenueDoes anyone have a role specialized to generate Professional Services revenue. For example, during the sales process the customers gets handed off to a specialist who creates the right success prescr…Answered Admir Hadziabulic 56 views 5 comments 1 point Most recent by Jaime Farinos Sales & Revenue Growth -
How are you handling employee relocation in this remote working post-COVID world?As we start planning for a 'post-COVID world', we are thinking about a more flexible work environment for our team members on a permanent basis. We will be expanding our remote work programs and maki…Answered Mary Cay Kosten 45 views 11 comments 1 point Most recent by Steven Forth General Technology & Services -
Support KPIsHi all, We are doing a mid-year check in support check in with our team and metrics. We're wondering what other support departments are using as target goals for key support metrics Mean Time to Sol…Accepted Answer Courtney Ellis 67 views 8 comments 0 points Most recent by Melanie Gallo Service & Delivery -
Is anyone performing process mining to get insights?Hi Community, I am looking at ways we can mine our processes to see which processes are working as expected and which processes aren't. We are in the process of developing all of our processes in Sig… -
Who owns your knowledge base? Product, Product Marketing, Support, Other?Hi TSIA Community, We're a small but growing SaaS business and all of our knowledge base content to date has been written by our support and services teams. Often, as bonus tasks to their core suppor…Accepted Answer Greg Higgins 44 views 10 comments 0 points Most recent by Greg Higgins Service & Delivery -
What are the key components of a customer success program?Customer success is very different from customer support. The former is focused on understanding your customer's business and how you contribute to their success. The latter is more about your own pr… -
Where does Customer Success "live" within your organization and why?Acknowledging that Customer Success culture should ultimately span the entire organization, when we look at the Customer Success function (the folks ultimately responsible for supporting the customer…Accepted Answer Devin Carrier 62 views 8 comments 0 points Most recent by John Loiacono Customer Success -
What are your main areas of focus when it comes to digitizing your service supply chain?I have been leading our digitization efforts for a few years and we have made great inroads on advancing ourselves. Balancing the capture of data and achieving and maintaining data quality standards…Answered Josh Garrison 33 views 2 comments 0 points Most recent by Josh Garrison General Technology & Services -
Team Roles & ResponsibilitiesHello Everyone - I would love to understand how you structure business analysis and product expertise responsibilities within your service's delivery team. Do you expect all team members to have both…Answered Gayle Lassen 82 views 7 comments 0 points Most recent by Alexander Ziegler Service & Delivery -
How are you nurturing deep collaboration in a Pandemic world?I hope that some of you have found some sort of magical elixir for what I'll call "deep collaboration" during a Pandemic. For context, I'm the TSIA Collaboration Champion for our company, …Answered Joseph Reifel 28 views 3 comments 6 points Most recent by Steven Forth General Technology & Services -
Who are some of the most customer-centric B2B companies?I would love to get impressions, opinions, and thoughts on who the most customer-centric B2B companies are. We are launching a CX Initiative ourselves, and we'd love to chat with other companies abo… -
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… -
Any best practices how to increase participation in NPS around Digital Learning Offerings?We have seen a lower participation rate in NPS when selling Digital Learning Offerings that are not instructor lead compared to Instructor Lead Offerings. In todays times I would be interested to si…Accepted Answer Alexander Ziegler 48 views 12 comments 5 points Most recent by Katie Lynch-Holmes Service & Delivery -
Renewals Process (do you sign an agreement or just send an invoice)I am really curious about how many companies have a defined renewal process where a customer has to sign an agreement to continue their services. Basically, if they don't sign, an invoice never gets …
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Help getting started with delivery partners in SaaSHi TSIA Community, We're close to the point in our SaaS marketing tech growth in which it makes sense to build a more formalized delivery partner network. We have a decent-sized in-house team with a…
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How does your Education Services business model work with other Service lines?The Education business is always a little different in that it can serve different audiences (internal, customers, hybrid). How is your Education business aligned to other Services (are you pure P&a…Answered Kim Metz 31 views 2 comments 0 points Most recent by Alexander Ziegler Product Management & Strategy -
How are you using website analytics to align with future business strategies?Hello, TSIA community! I am curious if anyone has seen trends regarding an uptick around eCourses vs. scheduled virtual instructor-led training courses on your website? I assume that some customers p…Accepted Answer Alyssa Ortiz 36 views 2 comments 0 points Most recent by Christy Vega Sales & Revenue Growth -
Has your frequency of cash flow analysis changed during this time of COVID?What was your cadence before? Q/M/W? Was the timeliness more driven by effort or interest? At FinancialForce, we used to look at it weekly, we now track cash flow on a daily basis -
What are best practices in connecting value promises made during sales to value delivered?Marketing, pre sales and sales often make value promises, including providing ROI calculators. What are the best practices in connecting these value promises to the value actually delivered by custom…Accepted Answer Steven Forth 59 views 9 comments 5 points Most recent by Carlos Alves Sales & Revenue Growth
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Are you seeing an uptake in digital self service based on the global pandemic?We're focussed as a company on B2B and so far we sell our services and products via face to face reps, on self-service marketplaces and also via channel etc. I'm wondering if anybody is experiencing …Accepted Answer Alexander Ziegler 32 views 2 comments 0 points Most recent by Carlos Alves Service & Delivery
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No Letter in LAER Stands AloneDo you have a question for me related to the webinar topic below? Please ask your questions here If you did not attend the event and would like to access it on demand, click the link below access the… -
Technology & Services 50 Q2 2020Do you have a question for me related to the webinar topic below? Please ask your questions here If you did not attend the event and would like to access it on demand, click the link below access the… -
What is your biggest Analytic Challenge/Biggest Spreadsheet Effort?What is your biggest analytic challenge/struggle? I guess another way to ask is what is the spreadsheet that takes the most effort to generate? I can tell you at FinancialForce our biggest analytic…
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Are you using a Workforce Management System for Support organizations?Hi! We are currently looking at finding a more efficient way to route our incoming cases to our support members and would like to take several factors in consideration: Skill/Capability Workload dist…Answered Patrick Martin 42 views 10 comments 0 points Most recent by Patrick Martin Service & Delivery
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Reporting & Analytics Technology Recommendations?What tool(s) are you using for going beyond basic reporting into advanced analytics and predictive data science? If Gainsight is part of your technology stack, are you using the reporting functional… -
Is your company covering the cost of employee's or 3rd party providers COVID tests?There are customers & jurisdictions that are requiring service delivery personnel to have COVID tests prior to going onto the customer premises. is your company covering the testing cost for you… -
Support Services productivity through the pandemic...Hi All, I would love to hear how was your support team productivity impacted since the pandemic start. And, what is your top KPI for productivity? Stay well!Accepted Answer Matan Ilan 60 views 7 comments 0 points Most recent by Marcus Suniga Service & Delivery -
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…