TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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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 31 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 43 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 -
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 22 views 4 comments 0 points Most recent by Steven Forth 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 121 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 -
Upcoming Rapid Research Response PollsWe have a new set of Rapid Research Response polls lined up for the month of June, expect to see one every Tuesday. Topics include very virtual offices, services convergence, and customer migration t… -
Dashboard/Balanced Scorecard for comparing Market UnitWe are working on a Exec Dashboard focused on comparing performance across our North America Services Market Units. The goal is to provide a concise ~2 page format of key insights to regional leaders… -
How are people applying scenario planning to technology services?The events of the past few months have renewed my interest in formal scenario planning. I found myself and my business less well prepared for Covid 19 than I would have hoped. I have now begun the ha… -
What new skills are needed for customer success to be effective in times of economic uncertainty?Customer success does need new skills. How are people helping management and HR understand the new skills needed for customer success? Customer success is very different from customer support but not…Accepted Answer Steven Forth 151 views 18 comments 2 points Most recent by Carlos Alves Sales & Revenue Growth
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Are Product Analytics Accessible to Customer Success Teams?Does the CS team have influence on the product roadmap to get the needed product analytics to run effective customer engagements? What cross team practices make a difference?
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Analytics Champions Community Virtual Session Call for Speakers!TSIA's Analytics Champions Community, a community that brings members together to generate and share analytics related content, seeks presenters for our next virtual session! Scheduled for early Sept… -
How are companies getting customers to renew subscriptions in the COVID environment?How are you getting customers to renew education subscriptions in the COVID-19 environment? -
Employer Supports for Pandemic ParentingMy organization has been quite gracious and extremely flexible with scheduling and extra "coworkers" popping into meetings as many parents abruptly found themselves without childcare. Our H…Accepted Answer Courtney Ellis 21 views 3 comments 0 points Most recent by Andréanne Young General Technology & Services -
Response Rate Changes to Customer Experience Surveys?We have been surprised by lower email response rates to customer experience surveys in recent months. Has anyone else experienced this challenge and what actions are you taking to encourage particip…Accepted Answer Kerri Wienbeck 173 views 8 comments 1 point Most recent by Alex Vecino Service & Delivery -
What is the ʺproper protocolʺ for video conferencing?What is the ʺproper protocolʺ for video conferencing? Some say cameras on all the time, some say cameras for speakers only, and some say toggle on/off if you are speaking - do companies allow backgr…Accepted Answer Deby Covey 61 views 11 comments 0 points Most recent by Lori Hurley General Technology & Services -
Any experiences, challenges, using AR/VR technology for delivery?We generally deliver our service via old-school face-to-face means (including phone). With social distancing, travel restrictions, etc,, we're quickly trying to adopt AR/VR technologies for a richer… -
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
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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