2022 Tech Economic Sentiments Survey
If you are looking for visibility on how the current economy is impacting the technology industry, this is the survey for you (less than 20min to complete): https://survey.tsia.com/s3/6917452
If you are looking for visibility on how the current economy is impacting the technology industry, this is the survey for you (less than 20min to complete): https://survey.tsia.com/s3/6917452
TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Robot Process AutomationHello, I am researching products that are currently being used by organizations to automate repetitive/remedial tasks to free up valuable time for support engineers. Do TSIA community have a favorite…Answered ✓ KellyWilson 72 views 7 comments 0 points Most recent by KellyWilson General Technology & Services -
Professional Services Sales Compensation PlanHello all - I have been tasked with refreshing our sales comp plan for our PS sellers - I would welcome the collective thoughts and guidance on how others are balancing the sales comp challenges - as…Answered Randy Bastarache 93 views 8 comments 0 points Most recent by David Sileven Sales & Revenue Growth -
ES under Product Organization - what is your experience?Does anyone know of an ES organisation that sits under Product organisation? I am curious to learn about what are the Pros and Cons of that set-up. -
What are your views on what it takes to create winning teams?A couple of weeks ago, I held a session with a group of investors where we discussed the topic of winning teams. Some of the building blocks we looked at included: culture and values, experience, rel…Answered ✓ Karen Chiang 51 views 11 comments 1 point Most recent by David Perrault Product Management & Strategy -
Who is responsible for documenting the value being delivered to the customer?The value innovation cycle proposes a cycle of Create Value Communicate Value Deliver Value Document Value Capture Value (this is where pricing comes in) Create Value All this turning around a deep u… -
How can one move negotiations (especially pricing negotiations) to being positive sum games?Pricing negotiations are often high stakes with a lot that can go wrong for both parties. This is especially true for well differentiated offers. Game theory offers a lot of insights into pricing. In…Answered StevenForth 43 views 5 comments 1 point Most recent by Randy Bastarache Sales & Revenue Growth
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Tis the season for predictionsThe beginning of the year is a time when many pundits, analysts and gad abouts are making predictions for the coming year. What predictions do you see as the most compelling? How do you act on these …Answered StevenForth 21 views 3 comments 0 points Most recent by StevenForth Product Management & Strategy
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CSAT/Customer Satisfaction for Professional Service Engagments/Projects?Hi, What questions/feedback are you requesting from Customers on close of a Professional Services engagement? Are you just asking for Satisfaction, if they would hire the consultant, ect. -
iOS vs Android Usage in Inpatient Facilities by CliniciansHi there, I'm hoping to find current research that focuses on the percentage of inpatient care providers that use iOS vs Android devices for clinical care. We'd love any insights that others have ga… -
How do you combat the issue of agents not logging out?What are your enterprise support centers doing to combat the issue when agents forget to log out at the end of their shift?Answered ✓ Tishia Beneventi 58 views 3 comments 0 points Most recent by SumitBhat Service & Delivery -
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… -
What do the terms digital competencies or digital skills mean to you?Digital transformation has been a buzzword for the past few years. With it has come interest in 'digital competencies' and 'digital skills' (ask me about the emerging consensus on how these two words…Answered StevenForth 13 views 1 comment 0 points Most recent by StevenForth General Technology & Services
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Webinar - Driving Subscription Upsell and Cross-Sell Through Channel PartnersWe received multiple questions during today's live webinar that @Anne McClelland and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome… -
What price strategy has your company used for partner certification training program?We have a product offer where we will be training our partners to enable them to provide 1st level support on the product. The training will be incorporated with a certification of the partner to be …Answered ✓ LeeAnnLuck 53 views 3 comments 0 points Most recent by MariaManning-Chapman Sales & Revenue Growth -
Webinar - Bridging the Gap Between Education and Support Services OrganizationsWe received multiple questions during today's live webinar that @David Baca and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome new … -
Building a modern SaaS Content StrategyI am looking to modernize my company’s approach to knowledge and information management. Today knowledge is aligned with many different departments: product documentation within Engineering, Knowledg…Answered Kimberly May 51 views 3 comments 1 point Most recent by PatrickMartin General Technology & Services -
What are the key things that you and your organization need to learn in 2021?"Steven, do you consider your business a learning organization?" Most of you probably just got this message from TSIA. I encourage you to download the report. It is great. It also got me th…
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Early November Transactional Support Survey Response RateIs anyone else seeing a significant dip in survey response rates for transactional support surveys (CSAT and CES) in the first week of November? Our market is United States healthcare. I'm wondering … -
What tool do you use to forecast PS revenue?Hi, I was wondering what tool do you use to forecast PS revenue in an agile way ? thanksAnswered Elise Rairat 44 views 2 comments 0 points Most recent by StevenForth Sales & Revenue Growth -
What do product management services for ISVs (cloud-based/SaaS) cover?Hello members! My company (CSS Corp) has been known as a support services provider but we want to expand our identity to include product management services as well. In that regard, I wanted to know …Answered ✓ DivyaAgarwal 44 views 4 comments 0 points Most recent by steve tennant Product Management & Strategy -
Data Privacy regulations effects on digital transformation, i.e. Europe and Germany specificHow are you dealing with the data privacy regulations when digitalizing your enterprise solutions? Limiting access do by compliant to user data both internal and customer, not be able to take full us…Answered ✓ Petra Andersson 42 views 2 comments 1 point Most recent by SpencerHancock Service & Delivery -
Who Should Own Renewals?Is the topic of 'who should own renewals' being debated or controversial within your company? If yes, I'd enjoy hearing how you're going about solving this question. This seems to be a common challen…Answered ✓ DougCaviness 145 views 6 comments 1 point Most recent by StevenForth Sales & Revenue Growth -
What is preventing your organization from taking advantage of a pricing strategy rooted in value?Many organizations are failing to optimize their customer engagement and are leaving money on the table because they have been unable to implement value-based methodologies. Without having a clear un…Answered Karen Chiang 74 views 10 comments 1 point Most recent by SusanHasty Product Management & Strategy
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How are you approaching strategic planning for 2021?It is that time of year again, and many of us are developing our plans for 2021. How are you approaching this? What planning frameworks are you using? What goals are you setting? How will you be meas…
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Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines?Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines like Consulting, Support and Training? Or are you maintaining only 1 Social Account for all of them e.…Answered ✓ AlexanderZiegler 21 views 2 comments 0 points Most recent by CarlosAlves Sales & Revenue Growth -
Is there a trade off triangle for customer successI have been thinking a lot about tradeoff triangles recently. One classic is the project management triangle of Cost-Time-Quality. I have been reading Software Engineering at Google: Lessons Learned …
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Intelligent Case Routing - What solution are you using?Hello TSIA Community, We are starting to evaluate various vendors for an automated case routing solution. I was curious to know what solutions are you currently using and how satisfied you are with …
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How is your company measuring readiness related to conceptual frameworks/project management?Defining the frameworks is just one step towards managing a large scale project involving several disciplines. What qualitative measures are you utilizing to measure behaviors related to success? -
Adding a platinum level support tier. What do you include in yours?We provide support for an on-premise software platform that is used by a variety of sectors and our customer range in size from SMB's to Tier 1 organizations. We currently have a standard and premium…Answered ✓ ClaireHernandez 73 views 5 comments 0 points Most recent by EddieAguilar Service & Delivery -
What are you doing for yourself and your team to cultivate creativity?Professional services and customer success frequently require creative understanding and solutions to customer challenges. But the pressure to deliver and the isolation of Covid can sap creative ener…