Recent Discussions
A community for Product, Sales, and Services teams to navigate a global pandemic together
Discussion List
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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 49 views 8 comments 5 points Most recent by Steven Forth Sales & Revenue Growth -
What new skills are needed for customer success to be effective in times of economic uncertainty?Customer success does need new skills. How are people helping management and HR understand the new skills needed for customer success? Customer success is very different from customer support but not…Accepted Answer Steven Forth 140 views 18 comments 2 points Most recent by Carlos Alves Sales & Revenue Growth
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Are Product Analytics Accessible to Customer Success Teams?Does the CS team have influence on the product roadmap to get the needed product analytics to run effective customer engagements? What cross team practices make a difference? -
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? -
Analytics Champions Community Virtual Session Call for Speakers!TSIA's Analytics Champions Community, a community that brings members together to generate and share analytics related content, seeks presenters for our next virtual session! Scheduled for early Sept… -
How are companies getting customers to renew subscriptions in the COVID environment?How are you getting customers to renew education subscriptions in the COVID-19 environment? -
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 19 views 1 comment 0 points Most recent by Lexi Provost General Technology & Services -
Employer Supports for Pandemic ParentingMy organization has been quite gracious and extremely flexible with scheduling and extra "coworkers" popping into meetings as many parents abruptly found themselves without childcare. Our H…Accepted Answer Courtney Ellis 28 views 3 comments 0 points Most recent by Andréanne Young General Technology & Services -
Response Rate Changes to Customer Experience Surveys?We have been surprised by lower email response rates to customer experience surveys in recent months. Has anyone else experienced this challenge and what actions are you taking to encourage particip…Accepted Answer Kerri Wienbeck 114 views 8 comments 1 point Most recent by Alex Vecino Service & Delivery -
What is the ʺproper protocolʺ for video conferencing?What is the ʺproper protocolʺ for video conferencing? Some say cameras on all the time, some say cameras for speakers only, and some say toggle on/off if you are speaking - do companies allow backgr…Accepted Answer Deby Covey 56 views 11 comments 0 points Most recent by Lori Hurley General Technology & Services -
Categories for 360 Customer ReviewHello Everyone, In order to do a customer 360 review healthscore card I consider the following dimensions: Overall Sentiment Customer Readiness Product Sentiment Bugs Implementation Readiness Support… -
Any experiences, challenges, using AR/VR technology for delivery?We generally deliver our service via old-school face-to-face means (including phone). With social distancing, travel restrictions, etc,, we're quickly trying to adopt AR/VR technologies for a richer… -
Are you already planning future face-to-face events (like Advisory Boards) with partners and when?We transformed typical face-to-face events like AdvisoryBoards and Partner Conference to virtual events. But still there is a certain way of communication that is not possible in a virtual world. As …Accepted Answer Alexander Ziegler 14 views 1 comment 1 point Most recent by Courtney Ellis Service & Delivery -
Maintaining client engagement during long sessions over the internetHi All - How do you all ensure engagement for longer periods of time (one ore more full days of consulting) in a remote environment? We seem to do well with small classes (training in nature), howev…Accepted Answer Cindy Young 14 views 1 comment 0 points Most recent by Alexander Ziegler Service & Delivery -
Are you converting field service work to depot work in response to COVID-19?Hi Everyone, I'm wondering if anyone has any experience or thoughts on converting existing field service contract work to depot service in light of the pandemic. For example, if you have equipment t…Answered Eric Markwardt 50 views 4 comments 0 points Most recent by Eric Markwardt Service & Delivery -
Is a virtual workforce influencing customer NPS scores?I'm curious to know if members are seeing changes in NPS scores attributed to a virtual workforce. We're seeing higher output but it may be a false positive as we have also seen a drop in time off. … -
Is there a need to adopt Digital Learning Offerings to include interactive components?With the current situation we're seeing as everybody significant increase in the need to digital learning offerings. In internal discussions the question came up if we should include into existing no…Accepted Answer Alexander Ziegler 22 views 5 comments 0 points Most recent by Steven Forth Service & Delivery
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Loyalty/Rewards Programs in B2BHave you implemented a loyalty or rewards program in a B2B technology company? If so, are there any best practices you can share?Accepted Answer Ben Coffman 21 views 4 comments 0 points Most recent by Ben Coffman General Technology & Services -
What Resource and Workforce Management Challenges are you Facing?How has your resource and workforce management been impacted by the global crisis?Answered Randy Mysliviec 52 views 2 comments 0 points Most recent by Jaime Farinos Service & Delivery -
Howz 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. -
How to measure relationship and quality of case resolution for regular customers?I have a group of designated support resources that interact with individual within their customer portfolio very regularly (sometimes several times per week). I am interested on the ability to measu… -
Utilization MetricsIf service delivery bookings have decreased at all for your organization, what plans do you have to keep utilization metrics in line with expectations? For example, if there are less Professional Se… -
Outcome Selling & Renewal Value Management—Successful joint ownership of AER (Adopt, Expand, Renew)The Outcome Selling and Renewal Value Management webinar covered the importance of alignment after the Land activities prior to customer onboarding and Adoption plays. This alignment is ideally 'join…Answered Christine Sei 48 views 1 comment 2 points Most recent by Lynn Fraser Sales & Revenue Growth -
In addition to Education Services offers going all virtual, what other actions are you taking?As all in-person training delivery has halted, we've certainly shifted to virtual instructor-led classes and we're focusing on promoting our online University. What other actions are you taking at t…Accepted Answer Elise Lostutter 119 views 7 comments 0 points Most recent by Bill Hor Product Management & Strategy -
Are you seeing increase demand for CPQ (Configure, Price, and Quote) solutions?Is Covid-19 recovery likely to accelerate the need for CPQ solutions? If so, what are some specific examples of how you are using them?Accepted Answer Stephen Spence 38 views 5 comments 0 points Most recent by Stephen Spence General Technology & Services -
Employee Safety and Chief Safety Officer RoleA member leader asked an interesting question today related to employee safety. How are member companies organizing their plans, strategy, and response to employee safety over the long term? Are you…Answered Kevin Smith 28 views 1 comment 1 point Most recent by Chris Holm General Technology & Services -
Cost of Post-Live Support: Benchmarks?Hi All - Our Support Services team is preparing an analysis on the cost of post-live support (support provided our Customers upon go-live of a software implementation, through their maintenance contr…
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How are customer success concepts being applied in healthcare?Customer success has become a rich discipline with its own tools, best practices and competency models. It is most common in subscription businesses, and a number of companies in healthcare and medic…Accepted Answer Steven Forth 16 views 2 comments 0 points Most recent by David Bisciotti Customer Success
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Has anyone started putting together detailed plans on how to reopen physical offices?Has anyone started putting together detailed plans on how to reopen physical offices? Having staff coming back to office. What are all the decisions that need to be made and prep that needs to be d…Accepted Answer Jesse DiIanni 81 views 10 comments 0 points Most recent by Steven Forth General Technology & Services -
Services "Brand" within the Organization (Q Targeted for non-pure-play Services orgs)Our organization has a 150+ year manufacturing history. We are viewed as a great "engineering" company. We do also have a strong track record in Services (mostly equipment-related start-up,…Answered Alex Gershman 36 views 2 comments 0 points Most recent by Carlos Alves Product Management & Strategy
