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TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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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 31 views 2 comments 0 points Most recent by Josh buckley Crafting Compelling Digital Experiences -
SubtitlingHave you seen solutions for real-time subtitling for meetings and conferences? -
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… -
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 71 views 7 comments 0 points Most recent by Jason Seals Workforce Management -
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… -
Service & Delivery Leaders: What are your creative strategies to keep your valued employees?With inflation pressure high and the difficulty in providing salary increases to keep up, it’s likely companies will continue to experience a continuation of the Great Resignation that we saw in 2021…Answered Edly Villanueva 32 views 2 comments 0 points Most recent by Joseph Reifel Services Delivery & Operations -
Which CRM has proven its worth with your CS Organization?What is the most effective CRM that your (CS) organization uses? Some would say Gainsight! Others may prefer Totango or Whatfix! What do you say? What do your CSMs appreciate the most about it's func… -
"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… -
Who "supports" demo environments for Sales demonstrations?Which department should be responsible for supporting the demo environments/instances that Sales uses to demonstrate to prospects? I have my own [very strong] opinion 😃 but would be curious to hear w…PatrickHurley 91 views 4 comments 1 point Most recent by Jonathan Corrie Services Delivery & Operations -
Any suggestions on how best to leverage vertical expert channel partners?Our business mostly deals with indirect channel and includes many vertical expert channel partners. As we plan to transform the as-an-asset to as-a-service, how best to leverage the vertical expertis…Answered Amit Raut 22 views 3 comments 0 points Most recent by Jonathan Corrie Technology & Services Strategy -
What is the best strategy to Pilot a subscription offer if the customer base is mostly SMB?By way of segmentation, it is becoming clear that our customer base is mostly SMB. If there were key Enterprise customers avaiable, the pilot exercise would be focused on couple of those accounts. wh…Answered Amit Raut 32 views 2 comments 1 point Most recent by Amit Raut Technology & Services Strategy
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What was your criteria for selecting an Integration Platform (Boomi, Tibco, Mulesoft)?There are plenty of iPaaS solutions in the market so I would like to know 1) how did you select your solution 2) what's your satisfaction with the solution you chose 3) Is there anything you wished y…Answered ✓ YazminGutierrezEscoffie 21 views 2 comments 1 point Most recent by YazminGutierrezEscoffie Technology & Services Strategy -
Was your CSM's Evacuation due to the Compensation Conversation?With the attrition rate for CSMs on the rise how important do you think compensation is? Some would say that CSMs across the technology sector are underpaid. Others would be quick to acknowledge th…
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How rapidly does your company disposition enhancement requests?When customers submit product enhancement requests, they should be dispositioned (ie ruled on and decided go/no go) in order to avoid the customer perceiving that their request went into a "blac…Answered Neal Hatton 21 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy -
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SaaS vs Managed ServicesHello community, as the move to cloud accelerates pushing the pace on the digital transformation, we see more and more customers confusing SaaS with Managed services. Any good documentation/presentat…Answered GoncaloPereira 21 views 2 comments 0 points Most recent by GoncaloPereira Technology & Services Strategy -
Separation of church and stateYou think it’s important to have a separation of church and state between success and sales? Some would say renewals shouldn’t need to be a sales negotiation! Others would undoubtedly be the first to…
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Training Subscriptions & PartnersDo you handle training subscriptions for partners differently from how a subscription is offered to customers? If so, how? I've heard that partners don't budget $5,000 a year for training (not just …BeverlyvandeVelde 42 views 4 comments 0 points Most recent by BeverlyvandeVelde Services Delivery & Operations -
Customer Advisory Boards -- lessons learned and best practices?Have you stood up a Customer Advisory Board (CAB) to shape your company's strategic direction, particularly around product, go-to-market and service delivery? I'm interested in hearing learnings and …Answered ✓ Doug Caviness 107 views 7 comments 0 points Most recent by Neal Hatton Technology & Services Strategy -
What are the best hardware support / support newsletters?Interested in learning more about the best hardware/product support and CX in general newsletters. Let me know of any good ones!Answered callmemaisie 61 views 2 comments 0 points Most recent by Neal Hatton Technology & Services Strategy
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Who owns updates to your company’s Service Status page?Hi TSIA Community, Who owns updates to your company’s Service Status page? Support, Engineering, another team? We’re currently deliberating about https://statuspage.splashthat.com/. Thank you!Answered Greg Higgins 112 views 5 comments 0 points Most recent by Neal Hatton Services Delivery & Operations -
Looking for suggestions on Remote Monitoring Alarm ManagementHi, I currently have a home grown alarm management system that we are looking to upgrade. We are deciding to continue to invest in a homegrown system or to fine an "off the shelf" solutio…Answered Sal Conti 32 views 2 comments 0 points Most recent by YazminGutierrezEscoffie Technology & Services Strategy -
Community IntroductionsIf you're new to the community, be sure to introduce yourself here! Tell us about yourself, where you're located, and what you use TSIA Exchange for. -
Does anyone have any advice on how to incentivize certification exams?We are trying to increase our exam intake and I would be interested to know of different ways people do this. One idea we have is to provide discounts for people who are about to take their 2nd or fi… -
Survey QuestionsLooking for input from the community on the below 2 questions: Is there a way to determine what are the right set of questions we are asking through Customer Surveys for Tech support? What should be … -
Teams structure to support High Touch customers?Does aligning Customer Success, Service Delivery, and Support Engineers team members into individual teams aligned to specified accounts, help better support High Touch customers? If so, in what ways…Answered LizHerron 81 views 1 comment 0 points Most recent by PatrickMartin Services Delivery & Operations -
What percent of royalties to you pay to Authorized Training Partners?I've inherited a program that gives away 80-90% of training revenue to Authorized Training Partners (ATPs) -- even though we provide the eCommerce, registration, course materials, and lab environment…Answered ✓ BeverlyvandeVelde 41 views 4 comments 0 points Most recent by BeverlyvandeVelde Revenue Growth
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Any candidate out there for a Community Development Manager role?My team is looking for a solid candidate to either work in Austin, TX or work remotely. Job description and details: https://pef.fa.us1.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/4035/… -
Explicit vs Implicit DeflectionDo people track explicit vs implicit deflections together or separately?Answered GregKeller 123 views 3 comments 0 points Most recent by Edly Villanueva Services Delivery & Operations
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