TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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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 Divya Agarwal 32 views 4 comments 0 points Most recent by steve tennant Product Management & Strategy -
Data Privacy regulations effects on digital transformation, i.e. Europe and Germany specificHow are you dealing with the data privacy regulations when digitalizing your enterprise solutions? Limiting access do by compliant to user data both internal and customer, not be able to take full us…Accepted Answer Petra Andersson 42 views 2 comments 1 point Most recent by Spencer Hancock Service & Delivery -
Who Should Own Renewals?Is the topic of 'who should own renewals' being debated or controversial within your company? If yes, I'd enjoy hearing how you're going about solving this question. This seems to be a common challen…Accepted Answer Doug Caviness 69 views 6 comments 1 point Most recent by Steven Forth Sales & Revenue Growth -
What is preventing your organization from taking advantage of a pricing strategy rooted in value?Many organizations are failing to optimize their customer engagement and are leaving money on the table because they have been unable to implement value-based methodologies. Without having a clear un…Answered Karen Chiang 66 views 10 comments 1 point Most recent by Susan Hasty Product Management & Strategy -
How are you approaching strategic planning for 2021?It is that time of year again, and many of us are developing our plans for 2021. How are you approaching this? What planning frameworks are you using? What goals are you setting? How will you be meas… -
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 16 views 2 comments 0 points Most recent by Carlos Alves Sales & Revenue Growth -
"Service Catalogue" - is there a better name for our catalogue of packaged service offers?For years we have been listing our packaged service offers in a catalogue that we call our "Service Catalogue". (This is internal for now but will eventually be customer facing.) We are now…Answered Stephen Spence 23 views 4 comments 0 points Most recent by Carlos Alves Sales & Revenue Growth -
Is there a trade off triangle for customer successI have been thinking a lot about tradeoff triangles recently. One classic is the project management triangle of Cost-Time-Quality. I have been reading Software Engineering at Google: Lessons Learned …
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Intelligent Case Routing - What solution are you using?Hello TSIA Community, We are starting to evaluate various vendors for an automated case routing solution. I was curious to know what solutions are you currently using and how satisfied you are with …Answered Patrick Martin 62 views 9 comments 1 point Most recent by Patrick Martin Service & Delivery -
What is Product Led Growth (PLG) and is it relevant to B2B?What is Product Led Growth (PLG) and is it relevant to B2B? This is a topic that has come up in a number of my conversations of late and I wanted share in case of interest. This is really about the d…Accepted Answer Doug Caviness 74 views 3 comments 0 points Most recent by Doug Caviness Sales & Revenue Growth
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How is your company measuring readiness related to conceptual frameworks/project management?Defining the frameworks is just one step towards managing a large scale project involving several disciplines. What qualitative measures are you utilizing to measure behaviors related to success? -
Adding a platinum level support tier. What do you include in yours?We provide support for an on-premise software platform that is used by a variety of sectors and our customer range in size from SMB's to Tier 1 organizations. We currently have a standard and premium…Accepted Answer Claire Hernandez 71 views 5 comments 0 points Most recent by Eddie Aguilar Service & Delivery -
What are you doing for yourself and your team to cultivate creativity?Professional services and customer success frequently require creative understanding and solutions to customer challenges. But the pressure to deliver and the isolation of Covid can sap creative ener…
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Anyone out there calculating Product Pull Through for your Professional Services?Hi, We are working on calculating Product Pull Through that is created by our Professional Services Teams. Anyone else doing this? How are you defining and marking? Are you using all data with averag… -
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 77 views 4 comments 6 points Most recent by Alexander Mundorff General Technology & Services -
Current Trends with Training EnrollmentsAs we continue to navigate this pandemic, I am curious about what others in the Ed Service field see as far as enrollments? Are there any particular trends that you have noticed throughout the year? …Accepted Answer Alyssa Ortiz 12 views 2 comments 0 points Most recent by Alexander Ziegler General Technology & Services -
Success turning Data into Insights that drives Sales?Would you have a success you can share about converting raw customer data into insights to inform the work of your sales reps and CSMs to drive sales (renewal, expansion, etc.)? I enjoyed participa…Accepted Answer Doug Caviness 21 views 4 comments 0 points Most recent by Saurabh Sharma Sales & Revenue Growth
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Solving The Digital Renewal Challenge? (Q&A responses)If you're working to digitize renewals and registered for last week's TSIA Interact, you may enjoy viewing this on-demand session (30 min) entitled, Solving The Digital Renewal Challenge, that I did …Answered Doug Caviness 22 views 2 comments 2 points Most recent by Doug Caviness Sales & Revenue Growth
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Are you using Customer Journey Maps in Customer Service and Support?Customer Journey Maps (CJMs) capture the customer's experience as they interact with your product or service. While Process Maps capture the steps in a process from the company's perspective, CJMs ca…Accepted Answer David Seaton 65 views 9 comments 1 point Most recent by Steven Forth Service & Delivery -
TSIA Blog: Evolving from a “Do No Harm” company to an “Anti-Racist” companyYesterday we published a blog with the results from our very first survey on DEI, as part of our Rapid Research Response (R3) polls. Here's a link: https://www.tsia.com/blog/evolving-from-a-do-no-har… -
How to convince customers to initiate stalled services projectsI am a Senior consultant working for a product company and I work for PSO(Professional services organisation). We sell services as part of license deals or upsell services individually to existing cu… -
Virtual classroom toolsWhat tools are you using to deliver vILTs? I am looking for something that is engaging, innovative and immersive to a degree. -
Employee Productivity SuiteWith so many folks now working from home does anyone have knowledge of an employee productivity analytics tool? This is going to sound a bit big brother-e, but I have long thought that a analytics to… -
Data Analytics 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…
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Diversity-Enabling Metrics?This is the Q that I raised during Julian Guthrie's keynote at TSIA Interact: "Can you talk to metrics on how having a diverse, inclusive workforce helps to successfully innovate and to navig… -
Diversity and Inclusion Training OfferWe are in the process of re-evaluating our current Diversity and Inclusion training offer for all employees as well as the various leadership levels. What are some of your top recommendations or &quo…Accepted Answer LeeAnn Luck 53 views 5 comments 0 points Most recent by Carlos Alves Diversity & Inclusion -
What are your best practices for increasing renewal rates through the channel?What have you found to be the most effective in enabling renewals through 2 tier distribution particularly given the current climate? -
Learning Subscription RenewalsHi everyone, Does anyone have any consumption benchmarks they can share regarding likelihood to renew a learning subscription? For example, are you seeing that users who utilize the learning subscrip…Answered Christy Vega 13 views 3 comments 0 points Most recent by Doug Caviness Sales & Revenue Growth -
What Customer Success innovations are on your roadmap?I was wondering what kind of CS innovation you are considering these days to drive customer value and reduce churn. I wonder if anybody is leveraging any new technologies or trying any new processes.…Accepted Answer Jaime Farinos 95 views 4 comments 1 point Most recent by Steven Forth Customer Success