TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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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 238 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?
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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…
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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 27 views 1 comment 1 point Most recent by LauraFay Technology & Services Strategy
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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 2.7K views 17 comments 3 points Most recent by Dave Baca Services Delivery & Operations
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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 …Beverly van de Velde 34 views 1 comment 0 points Most recent by BriannaRuddle Services Delivery & Operations
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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 37 views 1 comment 0 points Most recent by Edly Villanueva Services Delivery & Operations
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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…Beverly van de Velde 23 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 311 views 7 comments 0 points Most recent by Tim Cahill Services Delivery & Operations
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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…
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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 167 views 3 comments 0 points Most recent by Doug Caviness Technology & Services Strategy
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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 50 views 1 comment 0 points Most recent by Jason Seals Technology & Services Strategy
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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…
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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 …
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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 …
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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 …
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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…
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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…
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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] 53 views 3 comments 0 points Most recent by [email protected] Services Delivery & Operations
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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 58 views 2 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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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 Jose Tiago 23 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations
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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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Personal vs. Impersonal Customer ExperienceAn attendee asked the following question: Digital customer experience is inherently impersonal. How do we balance that with the goal to achieve trusted advisor status, to know our customer better th…Thomas Lah 61 views 1 comment 0 points Most recent by Doug Caviness Crafting Compelling Digital Experiences
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What did you think about the Pathway Crafting Compelling Digital Experiences at TSA World: Interact?I hope you took away some actionable insights from the Pathway Crafting Compelling Digital Experiences at TSA World: Interact, May 16-18. Create the right experience, from the first touch, through sa…LauraFay 55 views 2 comments 0 points Most recent by Josh buckley Crafting Compelling Digital Experiences
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SubtitlingHave you seen solutions for real-time subtitling for meetings and conferences?
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Any thoughts on the TSIA World Pathway: Creating Viable XaaS Offers (Orlando 2022) ?I hope you took away some actionable insights from the Pathway Creating Viable XaaS Offers at TSA World: Interact, May 16-18. I, and the pathway speaker, would love to know your questions, observati…
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What best practices are being used to schedule customer calls?This time of year can be a bit hectic for most companies in our industry. We are planning goals for the year and trying to be strategic when deciding the best way to reach prioritized business outco…
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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…Answered ✓ EddieAguilar 83 views 7 comments 0 points Most recent by Jason Seals Workforce Management
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Will freemium fundamentally change sales?Since customers will be able to learn about and use software before committing dollars to it, sales doesn't have the role of 'information source' or even 'closer' (read: helps get past obstacles) for…
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- CX / Customer Experience 5
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- Go To Market Strategy 2
- Digital Transformation 2
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