TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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As Analysts / Scientists are you utilizing fairness, ethics, accountability and transparency (FEAT)?Please leave a comment if you have thoughts on FEAT affecting machine learning and concerns around the AI space within your work. -
What are the "vital behaviors" of a CSM?Does your company have a prescriptive approach to Customer Success? I'm curious to know if your org has defined a road map of key activities for CSMs to complete on a weekly, monthly, quarterly, or a…Accepted Answer Kelsey Hunsinger 52 views 3 comments 1 point Most recent by Kelsey Hunsinger Customer Success -
Services or commercial compromises to keep selling?Have you seen the need to compromise/reduce - either in Service delivery or on commercials - to the current economic climate where sales cycles are longer, buyers may be more cautious and appetite to… -
How are you monetizing customer success?Customer success is a key function in the subscription economy. One can argue it is the key function. It is also getting more and more recognition in all B2B business models. Successful customer succ…Accepted Answer StevenForth 41 views 6 comments 0 points Most recent by StevenForth Customer Success -
How are you keeping your staff engaged remotely?Hello Community - With all of our Support Engineers working from home around the globe, it is becoming harder and harder to keep everyone feeling engaged and part of the team. Looking for thoughts an…Answered Steve Cloughesy 61 views 7 comments 0 points Most recent by Patrick Martin General Technology & Services -
Should customer success professionals have some form of certification?Customer success is emerging as a core profession, as important as product development, sales or marketing. In such situations, one often finds a number of (potentially competing) certification progr…Accepted Answer StevenForth 42 views 3 comments 2 points Most recent by Alexander Ziegler Customer Success
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Benchmark for effort distributionHi Looking for % effort distribution benchmarks for a professional service project. Phases = Planning, Requirements, Design, Build, and Test Alternately a cost distribution may also help.Accepted Answer Abhay Kale 11 views 3 comments 0 points Most recent by Abhay Kale Service & Delivery -
What new Field Services innovations are resulting from this pandemic?What are some of the more interesting innovations in Field Services occurring these days? And, the most common? -
Mental Well-BeingRichard Branson says, "If you take care of your employees, they will take care of your clients." What has your company been doing to promote the mental well-being of your employees during … -
How are you combating the increase in non-renewals of service contracts?Are there new services or deliverables that you are offering to keep customers that are trying to reduce their spending.Accepted Answer David Hartley 21 views 2 comments 0 points Most recent by Gavin O'Leary Service & Delivery -
Is anyone seeing a trend back toward in-person Professional Services delivery?Hi All - Have you seen any indication of trends from clients whether a return to in-person professional services (PS) delivery is anticipated in 2020, or is the sense that clients will expect PS pro…Answered Cindy Young 61 views 5 comments 0 points Most recent by Alexander Ziegler Service & Delivery -
Are you seeing a reduction in partner labor rates?An effect of the pandemic has been an increase in the unemployment rate. With the labor market not as constrained as it was a year ago, have you seen as an outcome a willingness of third parties to …Accepted Answer Trae Shattuck 21 views 4 comments 0 points Most recent by StevenForth Service & Delivery -
Instructor EnablementI'd love to talk with someone about how you're utilizing instructors during any down time and keeping them focused on the virtual customer experience. -
The Building Blocks for an XaaS Partner FrameworkDo you have a question for me related to the webinar topic below? Please ask your questions here Any question we miss during the webinar we will be addressing here in the community following the live… -
What new ways have you found to maintain and grow customer engagement since COVID?For example, turning physical offerings into digital ones, increasing touch-points, etc.Accepted Answer Christopher Vasquez 21 views 2 comments 0 points Most recent by Jack Johnson Sales & Revenue Growth -
RE: Customer Success offer - how do you manage service entitlements, at a site, enterprise, etc?Working on several levels as we are monetizing our CSM offer, an Advanced level - and an Advanced Enterprise level. I'm interested in understanding how best to allocate the CSM engagements when mul… -
Capacity management leading practicesWe are looking to up level how we analyze our capacity trends, using pipeline and existing resource pool skills. What are some things your organization is doing that are working really well? -
What is the biggest challenge you see supporting customers during this pandemic?I am keen to learn more about examples of how companies are supporting their end users or customers during this unique time of IT lock downs, remote workers and so much more.Accepted Answer Gerry Nolan 41 views 2 comments 0 points Most recent by Gerry Nolan Service & Delivery -
Leaders in the live chat and chatbot landscapeFrom a feature set and innovation perspective, who are the key leaders in the live chat and chatbot landscapes? What new features will define these industries over the coming years?Answered Omair Peracha 32 views 3 comments 0 points Most recent by John Ragsdale General Technology & Services -
Customers moving from Phone to Chat... whatsapp?During this crisis, many customers have switch from Phone to Chat. Probably easier to chat if working from home with people around than phone call. There is still a way to go, but clearly it is a fas…Accepted Answer Alex Vecino 41 views 5 comments 1 point Most recent by John Ragsdale Service & Delivery -
Are you seeing a significant shift from field delivered services to carry-in/depot services?For business customers, hardware repairs have been historically delivered at their place of business. Given the current pandemic, are your customers shifting to other methods of delivering break/fix…Accepted Answer Trae Shattuck 11 views 3 comments 0 points Most recent by John Ragsdale Remote Services
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Self-Service Surveys - What questions does your organization ask?My organization has taken on a huge initiative to launch self-service to our client base and one of the KPIs that we're wanting to use to measure success are survey results. I have seen a lot of mate… -
What has been the biggest COVID driven change in the way you do sales?How has COVID impacted new business generation and led to a change in the modus operandi or process of your sales?Accepted Answer Meldon Morais 21 views 4 comments 0 points Most recent by StevenForth Sales & Revenue Growth -
Defending the Customer Success team with Cross Functional Peers Questioning ValueWith pressure on all Tech Software companies to at a minimum, maintain the revenue status quo (and margins), to minimize churn and continue the upward trend in NPS, I continue to come across extended… -
Are you seeing an increased demand from clients to outsource?We are seeing in some regions that more clients are looking to outsource, including people and assets (trends similar to 2009/ 10), in an attempt to optimise costs. Are others seeing the same? Or ar… -
Product Offers & Pricing in a Post Covid-19 WorldDo you have a question for me related to the webinar topic below? Please ask your questions here Any question we miss during the webinar we will be addressing here in the community following the liv… -
Current growth patterns with eLearning subscription enrollments and consumption?Wondering what everyone is seeing in terms of growth for eLearning subscription users. Are you seeing the same type of increases in eLearning subscription enrollments as you are with virtual ILT? Add… -
The Next Level of Scaling Customer SuccessDo you have a question for me related to the webinar topic below? Please ask your questions here Any question we miss during the webinar we will be addressing here in the community following the live… -
Partners accessing customer data & AnalyticsHello community! Are XAAS Editors partnering with Channel Partners giving access to data & analytics for free or do Channel partners have to pay fees for accessing these precious customers data &…Answered Florent LECLERCQ 122 views 9 comments 0 points Most recent by Anne McClelland Sales & Revenue Growth -
Do you see differences in the current need for Digital Learning dependent on Geographies?There was always a difference between Europe / NA / LA / AP / Africa and acceptance of Digital Learning. I'm wondering if in times of COVID19 you're seeing changes? Are there Geographies that are mov…Accepted Answer Alexander Ziegler 51 views 4 comments 0 points Most recent by Maria Manning-Chapman Service & Delivery