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TSIA Exchange
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Discussion List
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How has your organization transformed execution of your traditional services offers following the inIn your experiences, does transitioning service models to more outcome-focused or XAAS models also necessitate a shift in the way core/traditional services activities are performed?Answered mllewis 21 views 3 comments 0 points Most recent by Patrick McGowan Services Delivery & Operations -
What competencies do you wish you had identified earlier on?When transitioning from a traditional services vendor to an outcome-focused strategic partner, have any of you identified competency gaps within your organizations that you would have benefitted by i…Answered mllewis 29 views 4 comments 0 points Most recent by Patrick McGowan Services Delivery & Operations
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Who owns the customer specific documentation at your company (configuration-related)In our Saas-business, despite the fact to introducing more and more standard setups, we still have a lot customization's implemented to our customers. Currently, the documentation of these customizat…Answered Sanna Asti 35 views 2 comments 0 points Most recent by Sanna Asti Services Delivery & Operations -
Do you set customer adoption targets for CSMs?Do you set adoption targets for CSMs (either part of their comp or not)? If so, what are they? What do you track? Any other observations or recommendations related to adoption targets? -
Selectable Severity and Severity negotiationWe are launching selectable severity which will give customers the ability to choose severity for their support cases ; this will be a part of our new support offering. While we have clearly defined …Answered SumitBhat 22 views 3 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
Video Conferencing Tool for Technical TrainingHi everyone - I'm exploring a variety of video conferencing tools for our Virtual Training experience. Curious if you'd be willing to share who you use and what you love and/or dislike about the pla…Jacqueline Sell 21 views 2 comments 0 points Most recent by Jacqueline Sell Services Delivery & Operations -
Would anyone have best-practices and/or recommendations regarding measuring TAM workload and impact?Having recently taken ownership of a relatively new Technical Account Managers team and completed a strategic review of the service, there are two key requirements on which I'd appreciate any input. …Answered JF Cadrin-Girard 11 views 1 comment 0 points Most recent by Neal Hatton Services Delivery & Operations -
Non-Inclusive LanguageDell, as well as many other technology companies, has accelerated its efforts to eradicate non-inclusive language in our content and our code. Is anyone else out there working on this that would lik…Answered Mary Cay Kosten 235 views 7 comments 1 point Most recent by Carlos Alves Workforce Management -
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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? -
Could you please recommend any certification program for Customer Success Manager ?Hi everybody, My name is Didier, I'm a part of the Customer Success Manager Team at Wind River, we are seeking this kind of certification program to get industry recognition beyond our internal badge… -
Is the Handshake Between your Product Management and Customer Success Teams Effective?Join @LauraFay and @DarleneKelly at TSIA's free Webinar at July 19th, 2022 (11:00 AM PT / 2:00 PM ET): https://www.tsia.com/webinars/the-state-of-the-product-management-customer-success-handshakeAnswered Carlos Alves 22 views 1 comment 1 point Most recent by LauraFay Technology & Services Strategy -
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…Answered PatrickMartin 2.1K views 17 comments 3 points Most recent by David Baca Services Delivery & Operations -
Is anyone truly *publishing* micro learning content that rolls up to a course and/or learning path?Since 2007, I and many others have had a vision of being able to deliver prescriptive learning. That's the idea of developing micro learning objects that make up a course. Said another way, it's the …BeverlyvandeVelde 31 views 1 comment 0 points Most recent by BriannaRuddle Services Delivery & Operations -
When hiring for weekend support which option do you use for the work week?We are in the process of expanding our weekend support and are looking at a couple of options to include in our job description for what the work week would look like. I am hoping that @EdlyVillanuev…Poll Ronald Stovall 33 views 1 comment 0 points Most recent by Edly Villanueva Services Delivery & Operations -
Partner Training Discounts & IncentivesWhat type of training discounts and incentives do you offer to partners who implement your software? Do they just get a standard X% discount off all ILT training? For example, today we offer a 40% d…BeverlyvandeVelde 21 views 1 comment 0 points Most recent by Maria Manning-Chapman Services Delivery & Operations
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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…Answered MelanieCarlson 189 views 7 comments 0 points Most recent by Tim Cahill Services Delivery & Operations -
Does selling outcomes (vs SKUs) give more pricing power?We’ve been talking about taking out the complexity of doing business with our respective companies and doing that by selling outcomes instead of individual products and services. This helps our custo… -
Has anyone on here read "Digital Hesitation" yet? Thoughts?Heard JB and Thomas talking about "Digital Hesitation" on the TECHtonic podcast. Have you read it yet? What stood out to you?JasminePilar 152 views 3 comments 0 points Most recent by Doug Caviness Technology & Services Strategy -
I'm looking for a unicorn... I mean... a Services Operations Manager, anyone interested?I'm hiring someone to help us transform our services operations. This is a dynamic role that demands creativity, vision, flexibility and a love for Professional Services. Learn more: http://app.jobvi…Answered MKorzun 41 views 1 comment 0 points Most recent by Jason Seals Technology & Services Strategy -
Need Input Trying to Understand the Customer Expectations When Buying and Renewing SaaS ProductsHi! Three questions to help understand the customer expectations when buying and renewing SaaS products. Through direct sales channels, do customers prefer to buy hosted or on-prem offerings? Do cus… -
Partner led CSAn attendee from Interact has the following question: When selling XaaS solutions through a tier 2 distribution model, what have you seen put in place with Partners to successfully drive adoption of … -
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 … -
Limiting Support Offering if Architecture not to a certain standard?Hello all, Unusual one this one, but wondered if any of you had experienced/used an approach where if a customer does not have a solid architectural set up you restrict the level of support service … -
Who manages the service offer at your organization? -including Customer Success, Support, ConsultingWe are a $1b revenue company with 4500+ employees. As we are building our own practice of the service offer management (including Customer Success, Support, and Consulting) I wonder how other organiz… -
How are companies managing / enforcing licensing entitlement?Today we enforce licensing using Flexera with enablement activated from the cloud. It’s a bit complicated when you’re dealing with software that gets installed on industrial servers behind many firew… -
QA for call/chat/email quality reviewHello, I'm wondering if other organizations have QA teams who review your Support teams' interactions with clients. If you do have a team who reviews, scores, and provides feedback on support cases/t…Answered ✓ [email protected] 31 views 3 comments 0 points Most recent by [email protected] Services Delivery & Operations -
Certification and the ChannelFor TSIA members: Do you require partners to obtain certification to qualify for your company’s channel partner program? And, if so, does the number of certified individuals and/or depth of certific…Answered Lawrence Kaye 21 views 2 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
Do you know a Managed Services benchmark to validate what is the average indirect costs?Average Indirect Costs in the Shared Managed Services contracts can be related to human or others costs that are needed to deliver the service agreements.Answered José Tiago 24 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
How to avoid giving CS away for freeAttendee from Orlando wants to know how to prevent sales reps from giving away CS for free. Couple of quick tactics: Have clearly defined CS offers that do have defined prices. Clear discounting pol…
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