TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
-
Are you already planning future face-to-face events (like Advisory Boards) with partners and when?We transformed typical face-to-face events like AdvisoryBoards and Partner Conference to virtual events. But still there is a certain way of communication that is not possible in a virtual world. As …Accepted Answer Alexander Ziegler 11 views 1 comment 1 point Most recent by Courtney Ellis Service & Delivery -
Maintaining client engagement during long sessions over the internetHi All - How do you all ensure engagement for longer periods of time (one ore more full days of consulting) in a remote environment? We seem to do well with small classes (training in nature), howev…Accepted Answer Cindy Young 11 views 1 comment 0 points Most recent by Alexander Ziegler Service & Delivery -
Are you converting field service work to depot work in response to COVID-19?Hi Everyone, I'm wondering if anyone has any experience or thoughts on converting existing field service contract work to depot service in light of the pandemic. For example, if you have equipment t…Answered Eric Markwardt 51 views 4 comments 0 points Most recent by Eric Markwardt Service & Delivery -
Is a virtual workforce influencing customer NPS scores?I'm curious to know if members are seeing changes in NPS scores attributed to a virtual workforce. We're seeing higher output but it may be a false positive as we have also seen a drop in time off. … -
Is there a need to adopt Digital Learning Offerings to include interactive components?With the current situation we're seeing as everybody significant increase in the need to digital learning offerings. In internal discussions the question came up if we should include into existing no…Accepted Answer Alexander Ziegler 22 views 5 comments 0 points Most recent by Steven Forth Service & Delivery
-
Loyalty/Rewards Programs in B2BHave you implemented a loyalty or rewards program in a B2B technology company? If so, are there any best practices you can share?Accepted Answer Ben Coffman 34 views 4 comments 0 points Most recent by Ben Coffman General Technology & Services -
What Resource and Workforce Management Challenges are you Facing?How has your resource and workforce management been impacted by the global crisis?Answered Randy Mysliviec 51 views 2 comments 0 points Most recent by Jaime Farinos Service & Delivery -
How to measure relationship and quality of case resolution for regular customers?I have a group of designated support resources that interact with individual within their customer portfolio very regularly (sometimes several times per week). I am interested on the ability to measu… -
Utilization MetricsIf service delivery bookings have decreased at all for your organization, what plans do you have to keep utilization metrics in line with expectations? For example, if there are less Professional Se… -
Outcome Selling & Renewal Value Management—Successful joint ownership of AER (Adopt, Expand, Renew)The Outcome Selling and Renewal Value Management webinar covered the importance of alignment after the Land activities prior to customer onboarding and Adoption plays. This alignment is ideally 'join…Answered Christine Sei 70 views 1 comment 2 points Most recent by Lynn Fraser Sales & Revenue Growth -
Are you seeing increase demand for CPQ (Configure, Price, and Quote) solutions?Is Covid-19 recovery likely to accelerate the need for CPQ solutions? If so, what are some specific examples of how you are using them?Accepted Answer Stephen Spence 48 views 5 comments 0 points Most recent by Stephen Spence General Technology & Services -
Employee Safety and Chief Safety Officer RoleA member leader asked an interesting question today related to employee safety. How are member companies organizing their plans, strategy, and response to employee safety over the long term? Are you…Answered Kevin Smith 33 views 1 comment 1 point Most recent by Chris Holm General Technology & Services -
Cost of Post-Live Support: Benchmarks?Hi All - Our Support Services team is preparing an analysis on the cost of post-live support (support provided our Customers upon go-live of a software implementation, through their maintenance contr…
-
How are customer success concepts being applied in healthcare?Customer success has become a rich discipline with its own tools, best practices and competency models. It is most common in subscription businesses, and a number of companies in healthcare and medic…Accepted Answer Steven Forth 14 views 2 comments 0 points Most recent by David Bisciotti Customer Success -
Has anyone started putting together detailed plans on how to reopen physical offices?Has anyone started putting together detailed plans on how to reopen physical offices? Having staff coming back to office. What are all the decisions that need to be made and prep that needs to be d…Accepted Answer Jesse DiIanni 83 views 10 comments 0 points Most recent by Steven Forth General Technology & Services -
Services "Brand" within the Organization (Q Targeted for non-pure-play Services orgs)Our organization has a 150+ year manufacturing history. We are viewed as a great "engineering" company. We do also have a strong track record in Services (mostly equipment-related start-up,…Answered Alex Gershman 32 views 2 comments 0 points Most recent by Carlos Alves Product Management & Strategy -
Transforming from "Break/Fix" to "Recurring Maintenance Contract" in a More "Traditional" Mfg. Org?This is very much related to the other question I asked recently... A vast majority of the revenue we generate from 1/2 of our Services business is tied to an on-asset based service model -- it's &qu…Answered Alex Gershman 51 views 2 comments 1 point Most recent by Carlos Alves Product Management & Strategy
-
What silver linings are you finding through this time of change?As many challenges as we're all facing I would love to hear some wins! While I've been working from home the past few months I've seen the faces of coworkers I wouldn't have otherwise seen unless ons…Answered Elise Lostutter 22 views 3 comments 0 points Most recent by Courtney Ellis Culture & Well-being -
Post COVID-19, are you expecting changes to go-forward Services engagement processes?What will the changes be in our industry as we move forward over the next year or more under a "new normal"?Accepted Answer Chris Wright 44 views 4 comments 1 point Most recent by Christine Sei Remote Services -
What's successful for improving Channel performance in long tail renewals?What tools and processes have you found essential for improving long tail renewals of your Channel customers? What have you found to be your biggest challenges in this area?Accepted Answer Doug Caviness 36 views 3 comments 0 points Most recent by Doug Caviness Sales & Revenue Growth -
What are the 1st Steps Towards Establishing a "Customer Success" Structure?For organizations without "Customer Success" departments, what are some easy first steps to move in that direction (versus upheaval of entire org or conflict with Sales)?Accepted Answer Chris Wright 76 views 11 comments 0 points Most recent by Phil Nanus Customer Success
-
What is the standard range for enterprise support adherence?Some of my members are dealing with increased call volumes. For companies that experience high call times and high average handle times, what is the standard range for enterprise support adherence?Accepted Answer Tishia Beneventi 55 views 5 comments 1 point Most recent by David Perrault Service & Delivery -
How has COVID-19 impacted your investment priorities this year?What are the main priorities in terms of investment in your projects facing COVID-19?Accepted Answer nahin sanchez 74 views 5 comments 2 points Most recent by nahin sanchez Sales & Revenue Growth -
What offer and pricing actions have you taken in response to the COVID-19 crisis?Members have been asking this about offers and pricing updates, changes and market withdrawals during this time. The quick poll is designed to capture these trends. Feel free to check it out. https:/…Accepted Answer Laura Fay 124 views 8 comments 2 points Most recent by Doug Caviness Product Management & Strategy -
Any recommendations for push routing solutions with Zendesk?We're planning on moving from a pull ticket routing model to a push model. We use Zendesk for our ticketing system. Zendesk does not offer this out of the box and I only see two solutions in the Ze…Answered Larry Aronovitz 66 views 4 comments 0 points Most recent by David Perrault Service & Delivery -
In an effort to survive in a down economy, are companies taking the less compassionate route?In an effort to survive in a down economy, are companies taking the less compassionate route of laying people off in tough job seeking times? If not, what options are they using?Accepted Answer Deby Covey 11 views 2 comments 0 points Most recent by Deby Covey General Technology & Services -
Identifying best PSA system solutions for delivering ProServicesWhat are some of the PSA (Professional Service Automation) solutions that you have had especially good experience with for delivering Services?
-
What Persuasive Tactics are you Using for Driving Virtual Training?For those who are currently conducting customer training, can you share any success stories on persuading customers who want to wait for ILT, both present and future, to not wait and take on alternat…Answered Alyssa Ortiz 34 views 3 comments 0 points Most recent by Elise Lostutter Sales & Revenue Growth -
Returning to "normal" - what does it look like?As businesses start to re-open in phases what are some things that support centers are doing to ensure that people returning to the office have "clean" equipment? (headsets/microphones) ? …
-
What are examples of specific ways COVID-19 has impacted your Services Organization?Are you seeing little to no services impact, improved business opportunities, or negative impact?