TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?We've seen a number of companies start to de-emphasize utilization as a primary driver of incentive compensation for PS individual contributors. Given COVID revenue and cost pressures, wanted to see … -
How are you coordinating successful training programs with Academia in the US?We are seeing a big adoption of our Academia Program offering in EMEA and APAC and a very low one in US. What is your recommendation in terms of how to connect with academic institutions in US to hav… -
Professional Services (within a Software vendor) Day rates in EuropeHi I would like to know actual day rates from Professional Services departments inside Software companies in Europe. I also would like to know average dealsize/ project size these PS departments norm…Answered Mark Schulze 24 views 2 comments 0 points Most recent by Patrick Carmitchel Customer Success -
Covid - What are you doing from an employee burnout perspective?Are you finding the working scenario during pandemic leading to employee burnout? If so what ideas do people have to ensure their teams remain engaged, motivated and energised?Answered PATRICK COLLINS 41 views 4 comments 1 point Most recent by PATRICK COLLINS Service & Delivery -
Do you have a learning community in your LMS (Learning Management System)?Do you have a learning community located in your LMS? If yes, how did you build it and what roles and responsabilities did you define? We have a community platform outside of LMS, but I think keeping…
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Looking for best practices around NPI for Services / Services Offerings.We would love to receive information on NPI best practices/research in the industry. We want to start crafting our POV but want to research some. Links, articles, or event contacts to speak with will… -
How is 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. -
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? -
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? -
Are you using Mobile Analytics for your Services Business?By "Mobile Analytics", I'm talking about looking at dashboards or reports or apps on your phone vs booting up a laptop or desktop. Are you doing this? Is it happening outside your field s… -
How do you allocate the costs of central global education services?For Education groups that provide central global services (Virtual Labs, Collaboration Tools, etc) how do you allocate those costs to your P&L country groups? For example if you have a central l… -
Covid Impact on Marketing Strategies & Lessons LearnedExplain how your marketing approach has changed during Covid and what lessons have you learned? Assuming most had to refocus their efforts towards digital, will you continue down that route once the …Accepted Answer Alyssa Ortiz 21 views 3 comments 0 points Most recent by David Perrault Sales & Revenue Growth -
Are you providing AR/VR tools to customers so they can perform remote services on their environment?We are actively pursuing a path to deliver AR technologies to our field resources to enhance their ability to deliver services (i.e., break/fix services) in the field to our customers. However, we h…Accepted Answer Trae Shattuck 122 views 8 comments 5 points Most recent by Thomas Lah Remote Services -
How are you getting buy in from your field team to travel again?Overnight stays and air travel are normal things for Field Service, but with the new normal how do we make our technicians comfortable with hitting the road again?Accepted Answer David Hartley 31 views 5 comments 2 points Most recent by Benjamin Bloom Service & Delivery -
What changes in Services Delivery do you envision persisting long-term?In the post-Covid world most of our professional services delivery has moved to offsite. Do you envision this delivery modality shift to persist long-terml? What are the other big shifts you envisi… -
Multiple Languages Static & Evolving ContentHowdy Community! My first post :) I work for a Software company that has grown significantly over the last 5 years. We do an outstanding job IMO on Self-Service solutions for our customers (B2B) - …Answered Luke Morris 11 views 1 comment 0 points Most recent by Steven Forth General Technology & Services -
Profitability of the support contractsMay sound like a very basic question, but I am wondering how others are managing the profitability of the support contracts ? Obviously support agents are not dedicated to one contract so their time …Accepted Answer Kirill Markelov 21 views 4 comments 0 points Most recent by Kirill Markelov Service & Delivery -
Regional pricingWhen you're establishing regional price points for bundled outcome-based annuity services, do you typically link the price to foreign exchange rates or regional Consulting/Edu rates?Accepted Answer Jim Bignell 12 views 1 comment 0 points Most recent by Michael Smart Product Management & Strategy -
Role for PS RevenueDoes anyone have a role specialized to generate Professional Services revenue. For example, during the sales process the customers gets handed off to a specialist who creates the right success prescr…Answered Admir Hadziabulic 51 views 5 comments 1 point Most recent by Jaime Farinos Sales & Revenue Growth -
How are you handling employee relocation in this remote working post-COVID world?As we start planning for a 'post-COVID world', we are thinking about a more flexible work environment for our team members on a permanent basis. We will be expanding our remote work programs and maki…Answered Mary Cay Kosten 41 views 11 comments 1 point Most recent by Steven Forth General Technology & Services -
Support KPIsHi all, We are doing a mid-year check in support check in with our team and metrics. We're wondering what other support departments are using as target goals for key support metrics Mean Time to Sol…Accepted Answer Courtney Ellis 81 views 8 comments 0 points Most recent by Melanie Gallo Service & Delivery -
Is anyone performing process mining to get insights?Hi Community, I am looking at ways we can mine our processes to see which processes are working as expected and which processes aren't. We are in the process of developing all of our processes in Sig… -
Who owns your knowledge base? Product, Product Marketing, Support, Other?Hi TSIA Community, We're a small but growing SaaS business and all of our knowledge base content to date has been written by our support and services teams. Often, as bonus tasks to their core suppor…Accepted Answer Greg Higgins 41 views 10 comments 0 points Most recent by Greg Higgins Service & Delivery -
What are the key components of a customer success program?Customer success is very different from customer support. The former is focused on understanding your customer's business and how you contribute to their success. The latter is more about your own pr… -
Where does Customer Success "live" within your organization and why?Acknowledging that Customer Success culture should ultimately span the entire organization, when we look at the Customer Success function (the folks ultimately responsible for supporting the customer…Accepted Answer Devin Carrier 62 views 8 comments 0 points Most recent by John Loiacono Customer Success -
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 31 views 2 comments 0 points Most recent by Josh Garrison General Technology & Services -
Team Roles & ResponsibilitiesHello Everyone - I would love to understand how you structure business analysis and product expertise responsibilities within your service's delivery team. Do you expect all team members to have both…Answered Gayle Lassen 91 views 7 comments 0 points Most recent by Alexander Ziegler Service & Delivery -
How are you nurturing deep collaboration in a Pandemic world?I hope that some of you have found some sort of magical elixir for what I'll call "deep collaboration" during a Pandemic. For context, I'm the TSIA Collaboration Champion for our company, …Answered Joseph Reifel 21 views 3 comments 6 points Most recent by Steven Forth General Technology & Services -
Who are some of the most customer-centric B2B companies?I would love to get impressions, opinions, and thoughts on who the most customer-centric B2B companies are. We are launching a CX Initiative ourselves, and we'd love to chat with other companies abo… -
Any best practices how to increase participation in NPS around Digital Learning Offerings?We have seen a lower participation rate in NPS when selling Digital Learning Offerings that are not instructor lead compared to Instructor Lead Offerings. In todays times I would be interested to si…Accepted Answer Alexander Ziegler 41 views 12 comments 5 points Most recent by Katie Lynch-Holmes Service & Delivery