TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Where does Customer Success "live" within your organization and why?Acknowledging that Customer Success culture should ultimately span the entire organization, when we look at the Customer Success function (the folks ultimately responsible for supporting the customer…Accepted Answer DevinCarrier 67 views 8 comments 0 points Most recent by John Loiacono Customer Success -
What are your main areas of focus when it comes to digitizing your service supply chain?I have been leading our digitization efforts for a few years and we have made great inroads on advancing ourselves. Balancing the capture of data and achieving and maintaining data quality standards…Answered Josh Garrison 33 views 2 comments 0 points Most recent by Josh Garrison General Technology & Services -
Team Roles & ResponsibilitiesHello Everyone - I would love to understand how you structure business analysis and product expertise responsibilities within your service's delivery team. Do you expect all team members to have both…Answered Gayle Lassen 101 views 7 comments 0 points Most recent by AlexanderZiegler Service & Delivery -
How are you nurturing deep collaboration in a Pandemic world?I hope that some of you have found some sort of magical elixir for what I'll call "deep collaboration" during a Pandemic. For context, I'm the TSIA Collaboration Champion for our company, …Answered JosephReifel 22 views 3 comments 6 points Most recent by StevenForth General Technology & Services -
Who are some of the most customer-centric B2B companies?I would love to get impressions, opinions, and thoughts on who the most customer-centric B2B companies are. We are launching a CX Initiative ourselves, and we'd love to chat with other companies abo… -
Any best practices how to increase participation in NPS around Digital Learning Offerings?We have seen a lower participation rate in NPS when selling Digital Learning Offerings that are not instructor lead compared to Instructor Lead Offerings. In todays times I would be interested to si…Accepted Answer AlexanderZiegler 51 views 12 comments 5 points Most recent by Katie Lynch-Holmes Service & Delivery -
Renewals Process (do you sign an agreement or just send an invoice)I am really curious about how many companies have a defined renewal process where a customer has to sign an agreement to continue their services. Basically, if they don't sign, an invoice never gets … -
Help getting started with delivery partners in SaaSHi TSIA Community, We're close to the point in our SaaS marketing tech growth in which it makes sense to build a more formalized delivery partner network. We have a decent-sized in-house team with a… -
How does your Education Services business model work with other Service lines?The Education business is always a little different in that it can serve different audiences (internal, customers, hybrid). How is your Education business aligned to other Services (are you pure P&a…Answered Kim Metz 35 views 2 comments 0 points Most recent by AlexanderZiegler Product Management & Strategy -
How are you using website analytics to align with future business strategies?Hello, TSIA community! I am curious if anyone has seen trends regarding an uptick around eCourses vs. scheduled virtual instructor-led training courses on your website? I assume that some customers p…Accepted Answer AlyssaOrtiz 31 views 2 comments 0 points Most recent by Christy Vega Sales & Revenue Growth -
Has your frequency of cash flow analysis changed during this time of COVID?What was your cadence before? Q/M/W? Was the timeliness more driven by effort or interest? At FinancialForce, we used to look at it weekly, we now track cash flow on a daily basis -
What are best practices in connecting value promises made during sales to value delivered?Marketing, pre sales and sales often make value promises, including providing ROI calculators. What are the best practices in connecting these value promises to the value actually delivered by custom…Accepted Answer StevenForth 63 views 9 comments 5 points Most recent by CarlosAlves Sales & Revenue Growth -
Are you seeing an uptake in digital self service based on the global pandemic?We're focussed as a company on B2B and so far we sell our services and products via face to face reps, on self-service marketplaces and also via channel etc. I'm wondering if anybody is experiencing …Accepted Answer AlexanderZiegler 32 views 2 comments 0 points Most recent by CarlosAlves Service & Delivery
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No Letter in LAER Stands AloneDo you have a question for me related to the webinar topic below? Please ask your questions here If you did not attend the event and would like to access it on demand, click the link below access the… -
Technology & Services 50 Q2 2020Do you have a question for me related to the webinar topic below? Please ask your questions here If you did not attend the event and would like to access it on demand, click the link below access the… -
What is your biggest Analytic Challenge/Biggest Spreadsheet Effort?What is your biggest analytic challenge/struggle? I guess another way to ask is what is the spreadsheet that takes the most effort to generate? I can tell you at FinancialForce our biggest analytic…
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Are you using a Workforce Management System for Support organizations?Hi! We are currently looking at finding a more efficient way to route our incoming cases to our support members and would like to take several factors in consideration: Skill/Capability Workload dist…Answered PatrickMartin 42 views 10 comments 0 points Most recent by PatrickMartin Service & Delivery -
Reporting & Analytics Technology Recommendations?What tool(s) are you using for going beyond basic reporting into advanced analytics and predictive data science? If Gainsight is part of your technology stack, are you using the reporting functional… -
Is your company covering the cost of employee's or 3rd party providers COVID tests?There are customers & jurisdictions that are requiring service delivery personnel to have COVID tests prior to going onto the customer premises. is your company covering the testing cost for you… -
Support Services productivity through the pandemic...Hi All, I would love to hear how was your support team productivity impacted since the pandemic start. And, what is your top KPI for productivity? Stay well!Accepted Answer Matan Ilan 92 views 7 comments 0 points Most recent by Marcus Suniga Service & Delivery -
When do you expect live classroom training (ILT) classes to return?Looking to see when folks expect ILT classes to return in the US?Accepted Answer James Meikle 62 views 12 comments 0 points Most recent by James Meikle Service & Delivery -
Are you seeing different KPIs for Virtual training vs Onsite ILT?How have the KPIs for end user training changed as we move from Onsite to Virtual ILT? -
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 KelseyHunsinger 55 views 3 comments 1 point Most recent by KelseyHunsinger 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 53 views 6 comments 0 points Most recent by StevenForth Customer Success
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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 SteveCloughesy 65 views 7 comments 0 points Most recent by PatrickMartin 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 47 views 3 comments 2 points Most recent by AlexanderZiegler 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 12 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?