TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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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 … -
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! -
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 35 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 25 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 12 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 35 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: In this community, we'd love to hear how COVID-19 is impacting …Answered George Humphrey 51 views 4 comments 1 point Most recent by George Humphrey Service & Delivery -
How have your customers' expectations changed in the COVID-19 environment?What are your customers asking you to do differently? -
Are you delivering immersive training for your software solution(s)?What level of immersive training do you deliver? What tools do you use and how engaging do you make it? -
Microlearning & Educational ServicesToday those in the education space see that the popular topic is shifting towards microlearning content. Any tips or recommendations on resources for newbies? If you have taken this approach, any tre…Answered Alyssa Ortiz 25 views 4 comments 0 points Most recent by Steven Forth Sales & Revenue Growth -
Working session on remote employee wellnessOn August 26th, I will be hosting a 90 minute working session on how companies are improving the wellness of their remote employees. If you are a TSIA interested in joining this session, email me at …
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Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?We've seen a number of companies start to de-emphasize utilization as a primary driver of incentive compensation for PS individual contributors. Given COVID revenue and cost pressures, wanted to see …
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How are you coordinating successful training programs with Academia in the US?We are seeing a big adoption of our Academia Program offering in EMEA and APAC and a very low one in US. What is your recommendation in terms of how to connect with academic institutions in US to hav…
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Professional Services (within a Software vendor) Day rates in EuropeHi I would like to know actual day rates from Professional Services departments inside Software companies in Europe. I also would like to know average dealsize/ project size these PS departments norm…Answered Mark Schulze 24 views 2 comments 0 points Most recent by Patrick Carmitchel Customer Success -
Covid - What are you doing from an employee burnout perspective?Are you finding the working scenario during pandemic leading to employee burnout? If so what ideas do people have to ensure their teams remain engaged, motivated and energised?Answered PATRICK COLLINS 42 views 4 comments 1 point Most recent by PATRICK COLLINS Service & Delivery -
Do you have a learning community in your LMS (Learning Management System)?Do you have a learning community located in your LMS? If yes, how did you build it and what roles and responsabilities did you define? We have a community platform outside of LMS, but I think keeping…
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Looking for best practices around NPI for Services / Services Offerings.We would love to receive information on NPI best practices/research in the industry. We want to start crafting our POV but want to research some. Links, articles, or event contacts to speak with will… -
How is your CSM team adapted to being VirtualCSM ?CSM role is relationship-based engagement, would love to hear challenges, impact and ideas on ensuring CSM value is not diluted with 100% virtual customer engagment. -
What metrics (e.g. KPIs) does your customer success team get measured on?How do you track these metrics? Are these metrics tied to CSM compensation? -
How are you monetizing customer success?Any ideas on customer success portfolio management and how to drive effective monetization or new strategies post COVID-19? -
Are you using Mobile Analytics for your Services Business?By "Mobile Analytics", I'm talking about looking at dashboards or reports or apps on your phone vs booting up a laptop or desktop. Are you doing this? Is it happening outside your field s… -
How do you allocate the costs of central global education services?For Education groups that provide central global services (Virtual Labs, Collaboration Tools, etc) how do you allocate those costs to your P&L country groups? For example if you have a central l… -
Covid Impact on Marketing Strategies & Lessons LearnedExplain how your marketing approach has changed during Covid and what lessons have you learned? Assuming most had to refocus their efforts towards digital, will you continue down that route once the …Accepted Answer Alyssa Ortiz 22 views 3 comments 0 points Most recent by David Perrault Sales & Revenue Growth
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Are you providing AR/VR tools to customers so they can perform remote services on their environment?We are actively pursuing a path to deliver AR technologies to our field resources to enhance their ability to deliver services (i.e., break/fix services) in the field to our customers. However, we h…Accepted Answer Trae Shattuck 104 views 8 comments 5 points Most recent by Thomas Lah Remote Services -
How are you getting buy in from your field team to travel again?Overnight stays and air travel are normal things for Field Service, but with the new normal how do we make our technicians comfortable with hitting the road again?Accepted Answer David Hartley 32 views 5 comments 2 points Most recent by Benjamin Bloom Service & Delivery