TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Virtual New Hire Training in a Remote WorldWith the uncertainty of when/if/how we will return to the office. How do you find yourself leveraging existing tools or new tools to properly train and integrate new hires? We are really honing in ou… -
Cloud: CSM and TAM and BDMAnyone interested on benchmarking regarding org structure and role separation among CSM, TAM, and BDM, in a cloud sales motion context? Thanks, -
Do you survey both the chat instance and the case when one becomes necessary?We are currently surveying both the chat instance and when a case becomes necessary, that case as well. They are generally worked and closed by different resources and I think we need to know how we …Accepted Answer Karen Bautista 14 views 1 comment 0 points Most recent by David Perrault Service & Delivery -
What is your survey response rate?Hi folks - Lately i've been spending a good bit of time digging into our survey response rate and trying to find trends. We have an amazing response rate at about 75%. Curious if other IT Training…Answered Jacqueline Sell 46 views 3 comments 0 points Most recent by AlexanderZiegler Service & Delivery -
How to centrally delete data from local machine, which got downloaded from specific siteFor troubleshooting issues, support engineers open a support ticket and download log files to their local machine. How to manage the downloaded files in local machine. i.e. delete those downloaded f…Answered Sekhar Mohanty 28 views 6 comments 0 points Most recent by Sekhar Mohanty General Technology & Services -
What is the official industry definition for Tiered Support Structure?Hello, can any of you point me out if there's any official industry for TIER 1 ; TIER 2 ; TIER 3 in the context of Telco? Although i have found several correct definitions scattered over dozens of pa…Answered GoncaloPereira 35 views 5 comments 0 points Most recent by LexiProvost General Technology & Services -
Do you survey re-opened cases?Looking for input from the community on whether you survey cases when re-opened, which could result in a case being surveyed multiple times. If yes, how do you account for an engineer receiving two s…Answered Karen Bautista 63 views 9 comments 0 points Most recent by Karen Bautista Service & Delivery
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What are your Customer Health Score categories?We are re-evaluating the naming convention of our Customer Health Score and trying to move away from the traditional Green/Yellow/Red categories. I've researched a few options, but looking to see wha… -
Does anyone receive or write product requirements that come from the support org?I'm working on creating a set of requirements for product that include supportability (smart error messages, logging for debugging) customer experience (does the product do what it says, do the docs …Accepted Answer ClaireHernandez 32 views 3 comments 0 points Most recent by StevenForth General Technology & Services -
Robot Process AutomationHello, I am researching products that are currently being used by organizations to automate repetitive/remedial tasks to free up valuable time for support engineers. Do TSIA community have a favorite…Accepted Answer KellyWilson 73 views 7 comments 0 points Most recent by KellyWilson General Technology & Services -
Are most XaaS partnering models built from the ground up or transformations of existing programs?With the growing market of XaaS and traditional product vendors making the accelerated shift to software sales, are most of the vendors transforming their existing programs to accomodate XaaS or are …Answered Paul Szczepan 21 views 2 comments 0 points Most recent by JeromePeck Sales & Revenue Growth -
Professional Services Sales Compensation PlanHello all - I have been tasked with refreshing our sales comp plan for our PS sellers - I would welcome the collective thoughts and guidance on how others are balancing the sales comp challenges - as…Answered Randy Bastarache 46 views 8 comments 0 points Most recent by David Sileven Sales & Revenue Growth -
ES under Product Organization - what is your experience?Does anyone know of an ES organisation that sits under Product organisation? I am curious to learn about what are the Pros and Cons of that set-up. -
What are your views on what it takes to create winning teams?A couple of weeks ago, I held a session with a group of investors where we discussed the topic of winning teams. Some of the building blocks we looked at included: culture and values, experience, rel…Accepted Answer Karen Chiang 56 views 11 comments 1 point Most recent by David Perrault Product Management & Strategy -
Who is responsible for documenting the value being delivered to the customer?The value innovation cycle proposes a cycle of Create Value Communicate Value Deliver Value Document Value Capture Value (this is where pricing comes in) Create Value All this turning around a deep u… -
How can one move negotiations (especially pricing negotiations) to being positive sum games?Pricing negotiations are often high stakes with a lot that can go wrong for both parties. This is especially true for well differentiated offers. Game theory offers a lot of insights into pricing. In…Answered StevenForth 43 views 5 comments 1 point Most recent by Randy Bastarache Sales & Revenue Growth
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Tis the season for predictionsThe beginning of the year is a time when many pundits, analysts and gad abouts are making predictions for the coming year. What predictions do you see as the most compelling? How do you act on these …Answered StevenForth 22 views 3 comments 0 points Most recent by StevenForth Product Management & Strategy
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CSAT/Customer Satisfaction for Professional Service Engagments/Projects?Hi, What questions/feedback are you requesting from Customers on close of a Professional Services engagement? Are you just asking for Satisfaction, if they would hire the consultant, ect. -
iOS vs Android Usage in Inpatient Facilities by CliniciansHi there, I'm hoping to find current research that focuses on the percentage of inpatient care providers that use iOS vs Android devices for clinical care. We'd love any insights that others have ga… -
How do you combat the issue of agents not logging out?What are your enterprise support centers doing to combat the issue when agents forget to log out at the end of their shift?Accepted Answer Tishia Beneventi 41 views 3 comments 0 points Most recent by SumitBhat Service & Delivery -
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… -
What do the terms digital competencies or digital skills mean to you?Digital transformation has been a buzzword for the past few years. With it has come interest in 'digital competencies' and 'digital skills' (ask me about the emerging consensus on how these two words…Answered StevenForth 13 views 1 comment 0 points Most recent by StevenForth General Technology & Services
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Webinar - Driving Subscription Upsell and Cross-Sell Through Channel PartnersWe received multiple questions during today's live webinar that @Anne McClelland and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome… -
What price strategy has your company used for partner certification training program?We have a product offer where we will be training our partners to enable them to provide 1st level support on the product. The training will be incorporated with a certification of the partner to be …Accepted Answer LeeAnnLuck 51 views 3 comments 0 points Most recent by MariaManning-Chapman Sales & Revenue Growth -
Webinar - Bridging the Gap Between Education and Support Services OrganizationsWe received multiple questions during today's live webinar that @David Baca and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome new … -
Building a modern SaaS Content StrategyI am looking to modernize my company’s approach to knowledge and information management. Today knowledge is aligned with many different departments: product documentation within Engineering, Knowledg…Answered Kimberly May 58 views 3 comments 1 point Most recent by PatrickMartin General Technology & Services -
What are the key things that you and your organization need to learn in 2021?"Steven, do you consider your business a learning organization?" Most of you probably just got this message from TSIA. I encourage you to download the report. It is great. It also got me th…
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Early November Transactional Support Survey Response RateIs anyone else seeing a significant dip in survey response rates for transactional support surveys (CSAT and CES) in the first week of November? Our market is United States healthcare. I'm wondering … -
What tool do you use to forecast PS revenue?Hi, I was wondering what tool do you use to forecast PS revenue in an agile way ? thanksAnswered Elise Rairat 42 views 2 comments 0 points Most recent by StevenForth Sales & Revenue Growth -
What do product management services for ISVs (cloud-based/SaaS) cover?Hello members! My company (CSS Corp) has been known as a support services provider but we want to expand our identity to include product management services as well. In that regard, I wanted to know …Accepted Answer DivyaAgarwal 32 views 4 comments 0 points Most recent by steve tennant Product Management & Strategy