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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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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 83 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 ✓ Beverly van de Velde 44 views 4 comments 0 points Most recent by Beverly van de Velde Revenue Growth -
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 205 views 3 comments 0 points Most recent by Edly Villanueva Services Delivery & Operations -
Two Senior Product & Program Manager roles for Services at Schneider ElectricHello Everyone, Just joined this TSIA discussion forum (thanks @LauraFay for the recommendation) & thought of reaching out to the community to see if I could get any pointers/referral for experi… -
How to better Customer Interactions?Hello Everyone, I am looking to answer the following questions/prompts. If you have any advice or resources please let me know.. thank you! 1. You never say "no"-- You do say what you can d… -
Any New Framework for PPDIOO or PBM ?Hi All, Are there any Reports that have updated or refreshed the PPDIOO or the PBM (Plan Build Manage) frameworks? I wanted to connect with folks who are active in this area. Thank you, - raj - -
Time to Onboard Customer ??Hi All, After Customer purchases your service, How long does it take to have first engagement with Customer? How long does it take to on-board the Customer? I would appreciate any inputs, comments …
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Has anyone used Jira for the Agile project management and capacity planning of Curriculum Teams?Hi everyone, We are coming to the close of phase 1 of our implementation of Agile working, using Jira as a project management tool for end-to-end technical training. We have developed a functioning p…Answered LizDodsworth 32 views 4 comments 0 points Most recent by Maria Manning-Chapman Services Delivery & Operations -
Fix time SLOs/SLAs - Present and futureHello TSIA community, we deliver software products and of course, as part of the support offer, we have SLOs/SLAs for Response Time ; Resolution and Fix. The Fix time SLOs were defined long ago and h…Answered GoncaloPereira 33 views 1 comment 0 points Most recent by Edly Villanueva Technology & Services Strategy -
What equipment changes are you making to support a hybrid workforce of engineers?Engineers can have various equipment needs to be productive: performance computing, display/ monitor requirements, peripheral or hardware connectivity, collaboration tools, etc. Engineer productivity…Answered TommyGlicker 32 views 6 comments 0 points Most recent by Joseph Reifel Services Delivery & Operations -
Is Product Led Growth (PLG) just for SaaS Startups?The strategy can be applied in more places than you think. FYI on the latest from TSIA on the topic. Blog - What is Product Led Growth? Report - Is Product Led Growth applicable to your business? Re…Answered LauraFay 114 views 2 comments 2 points Most recent by LauraFay Technology & Services Strategy -
Getting your Initiative Prioritized on the Product RoadmapProduct roadmap capacity is a hot commodity. There’s high demand from every team advocating for the customer, for revenue and even the pet project. Political capital is spent on it. Can roadmap capac…
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Has anyone stopped charging customers for training? If so, what was the impact?We are revising our education pricing and want to stop charging for the intro classes. I'm curious if anyone has stopped charging. I'm interested to know if more customers took the classes or if t…Answered ✓ ClaireHernandez 63 views 6 comments 0 points Most recent by ShaunAdler Services Delivery & Operations -
Outcomes from digital scale Customer Success?Do you have an interesting story to share about the benefits you've seen and the challenges you had to overcome in building digital scale into your customer success program? I had a recent discussion… -
How often do you revise Support Services pricing?There is plenty of information and strategies to consider on how to price Support Services. What I see far less of is how often organizations are revising Support Services prices, and by how much. Do…Answered BrianFady 86 views 3 comments 0 points Most recent by SteveCloughesy Technology & Services Strategy -
Has anyone found a way to effectively visualize the fly wheel effect in Tableau or other softwareHi, I am trying to effectively visualize a flywheel effect multiple levels deep(i.e. as x grows, y grows, then z grows) with relationships with a very, very large set of data. Anyone find an effecti…Answered MelanieCarlson 57 views 2 comments 0 points Most recent by Edly Villanueva Services Delivery & Operations -
Digital touch Customer Success approach (1000+ customers)Hi, TSIA community! We are planning to set up an automated workflow (using the CSM platform) with no personal interactions. Our product portfolio does not have a usage statistics feature and it will …Answered Pavlo Paoliahushko 222 views 6 comments 0 points Most recent by Doug Caviness Customer Success -
What are the best practices for partnerships with Product Management and Education Services?I'm looking to offset training content development resources to report into product management, but who will have a dotted line reporting to education services. I'm curious to know if anyone else is …Answered Beverly van de Velde 42 views 2 comments 0 points Most recent by StevenForth Technology & Services Strategy
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Frequency of surveysHello, as part of our focus on customer experience, surveys play a very important role. One question that always comes up is the frequency of the surveys. From your experience what would be considere…
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What are best-in-class benchmark for deployment times for XCaaS deployment?Dear Members, Any insights on XCaaS deployment time benchmarks will be helpful. Assuming an enterprise customer with >$5K MRR and multiple US sites: 1) What is the industry benchmark for how long …Answered DivyaAgarwal 42 views 2 comments 0 points Most recent by John Patrick Azurin Technology & Services Strategy -
What is Product Led Growth (PLG) and is it relevant to B2B?What is Product Led Growth (PLG) and is it relevant to B2B? This is a topic that has come up in a number of my conversations of late and I wanted share in case of interest. This is really about the d…
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Looking for resources on industry benchmarking for Case Deflection and EscalationI am currently interning in the Value Consulting department at Coveo, and conducting a project on industry benchmark across Support Services. I am on the hunt for data on support metrics (like case…Answered FalahRajput 107 views 1 comment 0 points Most recent by PatrickCarmitchel Technology & Services Strategy -
What are the best practices / resources for starting an online community for customers?Greetings! I am a CSM and am looking to start an online community for customers. I am interested in any resources (podcasts, articles, blog posts, courses etc) or best practices that might be out the… -
Digital Adoption Platform for servicesI'm wondering if anyone can recommend a Digital Adoption Platform (or equivalent) designed specifically for onboarding customers to managed services. Most seem to be designed for onboarding users to …Answered ✓ StephenSpence 53 views 5 comments 0 points Most recent by Denise Stokowski Customer Success -
Do you have any thoughts to share about SWARM?Hello! I am researching SWARM as a strategy and more specifically Team SWARM Strategy. I am looking for some insight on the principles of what it really means to SWARM, what it looks like in action,…
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What are the attach rate standards for a Managed Services offering?One of our clients is building their Enterprise Managed Services Offering. They are trying to establish attach rate goals based on industry standards/ benchmarks. Would like to know from the communit…Answered ✓ DivyaAgarwal 232 views 5 comments 0 points Most recent by GeorgeHumphrey Technology & Services Strategy
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Definition of First Contact Resolution for a non case handling modelHi, I am reviewing FCR for our Tier1 model, which does not have case ownership. Does anyone have a similar model in Saas and if so how are you defining FCR? Also once the case is closed(without confi…Answered ✓ Juliebarrett 92 views 3 comments 0 points Most recent by Sara Johnson Services Delivery & Operations -
Executive Sponsorship ProgramsI am looking to develop an executive sponsorship program around customer escalation. I have been conducting research over the past few days and am looking to talk with someone who has created a progr…
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