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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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How to track partial churnI was wondering if I could get some insight on best practices to track partial churn. We utilize Salesforce Opportunities to track our renewals and Gainsight as our CS tool. We can easily track full …Answered AdmirHadziabulic 52 views 2 comments 1 point Most recent by PatrickCarmitchel Customer Success -
Creating a platform to gather, build and consolidate best practices from multiple productsI am responsible for building out a platform and process for making project best practices openly available on the web. Where it becomes more difficult is that this platform would accommodate multipl… -
Is there a standard for what % of time a SW dev team works on features to satisfy existing users?Hello TSIA community! I hope you are all doing well. I am hoping to get some insight from the community regarding on average, what percentage of time a software development team is working on differe…Answered ✓ TommyGlicker 92 views 7 comments 1 point Most recent by StevenForth Technology & Services Strategy -
Benchmark for Email Support SLAsHi, We are a SaaS company looking at revising our SLAs for email Support cases. Looking for insight/best practices that others employ. Thanks, CorinneAnswered Corinne Flanagan 62 views 3 comments 0 points Most recent by SteveCloughesy Services Delivery & Operations -
Staffing for "Floating" CSM CoverageHi, How are some of you managing if you have high attrition or churn in your CS org? Has anyone ever created a justification for a "floating" CSM? Thank you. -
Security SLAs/SLOsHello TSIA community, we saw the pandemic accelerating the digital transformation and with this also the concerns related to security on the products have either hosted on-prem or public cloud. Cust…Answered GoncaloPereira 22 views 6 comments 0 points Most recent by GoncaloPereira Technology & Services Strategy -
How do you train/improve upon the skills of your Customer Success team? Certifications?This question has come up in a lot of conversations. Organizations are wondering what others have done when putting together an onboarding program for CSMs. Also what well-known certification progr… -
We are in the process of evaluating a new Customer Success Tool.The challenge is to find all requirements in one platform. It would be interesting to get your feedback on the type of platform your Customer Success Managers use to track: Health Monitoring Lifecycl…Answered ✓ Martina Stiegler 142 views 12 comments 0 points Most recent by StevenForth Customer Success -
Barriers to building an on-demand workforceSeveral speakers at TSIA Interact talked about the idea of a blended workforce-- where some of the work is done by freelancers, particularly those local to the customer and where there are dispersed …Answered ✓ KrisFuehr 82 views 2 comments 0 points Most recent by KrisFuehr Services Delivery & Operations -
Data Retention TimelineHello TSIA Community! From a Support Services/IT perspective, I'm hoping to get some insight into data retention timelines. I think "case" or "ticket" data should be kept for a …Answered ✓ ChrisHolm 42 views 4 comments 1 point Most recent by C. Kyle Johnson Technology & Services Strategy -
How should service credits revenue be allocated & recognized when delivery is across departments?We have 2 general types of credits. One is used for training. Those are typically created over a certain time period and amortized monthly over that period whether or not the customer uses it. We are…Answered Serges Lemo 62 views 3 comments 0 points Most recent by StevenForth Services Delivery & Operations -
Is there a standard approach to converting a Likert Scale to a CSAT%?Depending on the source, I get strong opinions with one of three options that seem to be commonly used. In our case, we have survey options that are roughly worded in this manner: "The service …Answered ✓ David Newman 13.6K views 6 comments 0 points Most recent by David Baca Services Delivery & Operations -
Prepaying a budget for fixed-fee services?I have a fixed fee services question for the group. If you offer fixed fee services, do you let your clients pre-purchase a budget in advance? We have a fixed fee services menu and a client that want…Answered Greg Higgins 42 views 6 comments 0 points Most recent by Serges Lemo Services Delivery & Operations -
What titles/role names you use in your organization for a Technical Support Engineer?Does anyone in this forum use a different title or role names for Technical Support Engineer / Product support engineer ? Also would appreciate any insights on the nomenclature used in your teams for…Answered ✓ SumitBhat 1.1K views 9 comments 0 points Most recent by Olivier Pierrot Services Delivery & Operations -
Marketing Automation in Renewals – 30 second member pollAs a speaker on marketing automation at our upcoming TSIA Interact, I’d like to hear your thoughts on using automated emails in your renewals program. 1) Do you currently use automated emails for c… -
Which global companies are recommended as a benchmark?Which global companies are recommended as a benchmark regarding the succesful transformation into a professional services & solutions company? Especially around (changing) governance and organiz…Answered Frank Kauffmann 33 views 1 comment 0 points Most recent by StevenForth Services Delivery & Operations -
Anyone have experience implementing Robotic Process Automation (RPA) to generate renewal quotes?Hi All, I'm doing research on this automation topic and interested in the experience of others about practical applications of RPA in the renewal sales workflow. Thanks, Doug
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Project Time Tracking and Employee Time TrackingHi All, I've had previous experience using Dovico as a subscription based time tracking tool. What other products out there have you used and what kind of feedback can you share about this products?…Answered GavinMurray 32 views 4 comments 0 points Most recent by PatrickCarmitchel Services Delivery & Operations -
Where does the training and support of Partners live?Good afternoon! Due to the growth of partner selling and solution outsourcing, one topic that seems to come up often recently is how companies can best equip their partners. Does anyone have any r…Answered ✓ ChrisHolm 32 views 2 comments 0 points Most recent by Alexander Ziegler Technology & Services Strategy
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How are you calculating Time to Resolution (TTR)?Hello! My question is related to Time to Resolution. How are you calculating TTR and are you including weekends (i.e. business days versus calendar days)? Also, do you include time spent in "Wai…Answered Karen Bautista 172 views 6 comments 0 points Most recent by Karen Bautista Services Delivery & Operations -
Knowledge Management Best PracticesBackground: We are looking to establish an improved Knowledge Management process and capabilities for collecting market and customer information, as well as internal insights from the company’s own e…Answered ✓ Thomas Sjostrom 93 views 3 comments 0 points Most recent by EddieAguilar Customer Success -
Support Contract Renewal IncentivesHi Team, as the Covid-19 pandemic continued to impact our customers business, we experienced an increase in support contract cancellations in specific customer segments. Some of those businesses are …DarrylBenjamin 62 views 3 comments 0 points Most recent by DarrylBenjamin Services Delivery & Operations -
Where do you post your Support "rules of engagement"Hi We'd like to make information available to our customers that will set expectations for their interactions with Support. The info isn't appropriate for any legal doc as it doesn't impact T&Cs…Answered ✓ ClaireHernandez 22 views 3 comments 1 point Most recent by David Baca Services Delivery & Operations -
Ideas for Hands-On Lab TrainingThe OneStream Certification Program exists for customer success purposes (i.e., to contribute to customer success via successful implementations as a result of establishing a thriving community of va…Answered Beverly van de Velde 32 views 2 comments 0 points Most recent by Beverly van de Velde Customer Success -
SLA as Chat transitions to CaseHi All, When a case originates in Chat but can't be solved and becomes a case, what SLA do you apply at that time? Do they get priority when they enter the case queue or are your initial SLAs applie…Answered Karen Bautista 12 views 4 comments 0 points Most recent by Karen Bautista Services Delivery & Operations
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Services Nomenclature - 20 Second Member PollAs a historically on-premise software company that has pivoted to being a SaaS Provider we are reviewing post sale department/team names within our organization. The goal is to ensure we are aligned …Answered Christina Luna 82 views 14 comments 2 points Most recent by Jessie Adamczyk Services Delivery & Operations -
Market research: can you help me find a comparable use case for an open source Knowledge Base?Hi all, I am doing some market research for content strategy and am trying to find a comparable use case to my own. I am looking for examples of SaaS companies that offer both open source and enterpr…Answered Erin O'Malley 42 views 6 comments 0 points Most recent by Alexander Ziegler Technology & Services Strategy -
How do you categorize behavioral skills to allocate tickets to qualified staff?We are looking for frameworks/schema/approaches that other complex support organizations have used to categorize behavioral skills. In our case, we’ve developed a unified technical skills matrix that…Answered Amy Lifschitz 32 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations -
Utilization - If you calculate utilization - what do you include? What is your equation?If you calculate utilization... Do you calculate the factor differently for Exempt vs Non-Exempt resources? (Does the denominator hours change based on Exempt vs Non-Exempt?) What hours do you inclu…Answered ✓ James Evans 77 views 2 comments 0 points Most recent by James Evans Services Delivery & Operations -
Is anyone blending their Remote Support and Field Support resouces?For example, we are working towards using Field Service Engineers supporting our Remote Support customers while not utilized with field engagements. If so: How are you scheduling Field Service Engi…Answered Sal Conti 92 views 4 comments 1 point Most recent by Sal Conti Services Delivery & Operations
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