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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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Are you using Customer Journey Maps in Customer Service and Support?Customer Journey Maps (CJMs) capture the customer's experience as they interact with your product or service. While Process Maps capture the steps in a process from the company's perspective, CJMs ca…Answered ✓ David Seaton 82 views 9 comments 1 point Most recent by StevenForth Services Delivery & Operations -
TSIA Blog: Evolving from a “Do No Harm” company to an “Anti-Racist” companyYesterday we published a blog with the results from our very first survey on DEI, as part of our Rapid Research Response (R3) polls. Here's a link: https://www.tsia.com/blog/evolving-from-a-do-no-har… -
How to convince customers to initiate stalled services projectsI am a Senior consultant working for a product company and I work for PSO(Professional services organisation). We sell services as part of license deals or upsell services individually to existing cu…Srujan Pathakamuri 37 views 9 comments 0 points Most recent by steve tennant Services Delivery & Operations -
Virtual classroom toolsWhat tools are you using to deliver vILTs? I am looking for something that is engaging, innovative and immersive to a degree.Answered ✓ AnaHowes 74 views 11 comments 0 points Most recent by AnaHowes Services Delivery & Operations -
Employee Productivity SuiteWith so many folks now working from home does anyone have knowledge of an employee productivity analytics tool? This is going to sound a bit big brother-e, but I have long thought that a analytics to…Answered Don Carlton 13 views 2 comments 0 points Most recent by Patrick Boyce Services Delivery & Operations -
Data Analytics Tools for the TradeToday with Customer Support we have selected MS Power BI and the primary data delivery/dashboard tool. However, I know there are other Tools like Tableau that are standard and have various advantage…Answered Don Carlton 52 views 8 comments 0 points Most recent by Patrick Boyce Services Delivery & Operations
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Diversity-Enabling Metrics?This is the Q that I raised during Julian Guthrie's keynote at TSIA Interact: "Can you talk to metrics on how having a diverse, inclusive workforce helps to successfully innovate and to navig… -
Diversity and Inclusion Training OfferWe are in the process of re-evaluating our current Diversity and Inclusion training offer for all employees as well as the various leadership levels. What are some of your top recommendations or &quo… -
What are your best practices for increasing renewal rates through the channel?What have you found to be the most effective in enabling renewals through 2 tier distribution particularly given the current climate? -
Learning Subscription RenewalsHi everyone, Does anyone have any consumption benchmarks they can share regarding likelihood to renew a learning subscription? For example, are you seeing that users who utilize the learning subscrip… -
What Customer Success innovations are on your roadmap?I was wondering what kind of CS innovation you are considering these days to drive customer value and reduce churn. I wonder if anybody is leveraging any new technologies or trying any new processes.… -
How to measure self-service rate in the community?Hi All, I would like to know how can I measure self-service rate in the community? is there a industry standard on how this should be done? And is there any benchmark for this measure? Any insight w… -
As we embark on Longtail Renewal automation (low dollar / high volume) - looking for best practicesMany hardware / software companies struggle w/ the sales motion and GTM around longtail renewals (these are the renewals that are low dollar, but high in volume or number of quotes). It requires a d… -
Feedback CultureGood Day All, I hope everyone is well. Lately, I am hearing a lot of chatter regarding the topic of a "Feedback Culture". I am curious to know if your organization employs the historic annu…Answered ✓ DarrylBenjamin 65 views 6 comments 0 points Most recent by PatrickMartin Services Delivery & Operations -
How do you get alignment on strategy and connect strategy to execution?I understand that alignment is not a once and done sort of thing but something that needs to be worked towards. But how do you do this? I think we can get out of alignment in three ways: Different pa…Answered ✓ StevenForth 53 views 5 comments 1 point Most recent by Christine Sei Workforce Management -
What new techniques are being used to develop customer relationships when delivering remotely?This is a question that came out of our interactive member to member session on "extreme remote services." Companies are concerned it will be harder to build personal relationships with cus…Answered ✓ Thomas Lah 71 views 4 comments 1 point Most recent by Doug Caviness Services Delivery & Operations -
Converting temporary solutions (free trials) into digital stratgies and compliant solutionsAs many of you would have experienced, during COVID a number of clients took advantage of 'free trials' from various vendors, and in most cases just stood up a 'quick and dirty' solution in order to … -
Why Partners Must Face the Fish in an XaaS WorldDo you have questions for me related to the webinar topic below? Any questions we miss during the live webinar we will be addressing here in the community following the live event. If you did not att… -
eBook vendors for TrainingHey everyone - Curious which vendors you use for your eBooks and DRM solutions? We're currently evaluating a few and would love to know who you love/hate and why. Thanks!Answered Jacqueline Sell 1 view 1 comment 0 points Most recent by StevenForth Technology & Services Strategy -
Remote Worker ExpensesThe Covid-19 Pandemic continues to impact the world and more companies are permitting employees to work from home. I am curious what "work from home" expenses is your company willing to rei…Answered DarrylBenjamin 12 views 1 comment 1 point Most recent by StevenForth Services Delivery & Operations
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In addition to Education Services offers going all virtual, what other actions are you taking?As all in-person training delivery has halted, we've certainly shifted to virtual instructor-led classes and we're focusing on promoting our online University. What other actions are you taking at t…Answered ✓ Elise Lostutter 213 views 17 comments 0 points Most recent by StevenForth Technology & Services Strategy -
How do you apply market segmentation to customer success?Effective market segmentation is the key to marketing, sales and pricing. The state of the art is to segment markets based on how customers get economic, emotional and community value. How are peopl…Answered ✓ StevenForth 71 views 6 comments 0 points Most recent by Benjamin Bloom Services Delivery & Operations
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Introducing Self-ServiceWe want to introduce self-service to support our customers which use our software. Since we are still at the very beginning of the journey, I would be interested in learning from experience so as not…Answered Fritz Stocker 42 views 2 comments 0 points Most recent by PatrickMartin Services Delivery & Operations -
What's the ROI of your Platform Strategy?The B2B tech community is investing heavily in platform strategies, recognizing the growth multiplier realized by those that have mastered it. Wanted to this community to know that @Anne McClelland,…Answered LauraFay 51 views 3 comments 3 points Most recent by Christine Sei Technology & Services Strategy -
Support Resolution Time CalculationHi all! Our reps mark a ticket as resolved in ZenDesk aligned with the following definition: “Resolution” consists of providing, as appropriate, one of the following to Client: an existing correctio…Answered ✓ Greg Higgins 233 views 4 comments 0 points Most recent by Jaime Farinos Services Delivery & Operations -
What are the challenges and strategies for converting your customer base to XaaS?Migrating your existing customer licenses to XaaS can be challenging enough. Migrating their deployment to the cloud adds to the challenge. All sorts of questions emerge including how to handle objec…Answered LauraFay 82 views 4 comments 1 point Most recent by StevenForth Technology & Services Strategy
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How have you optimized cross-org councils (product, process, experience, etc.)?In the age where cross-organization participation is key, we often lean on councils to guide and prioritize strategic work: new products, process and flow optimization, customer and employee experien…Answered Brian Rudy 31 views 2 comments 0 points Most recent by LauraFay Technology & Services Strategy -
Is business sentiment changing?Despite the flare ups and second wave concerns in many places I am sensing a general improvement in business sentiment. In our case we are seeing deals that had been stalled for months begin to move …Answered ✓ StevenForth 22 views 2 comments 0 points Most recent by David Bisciotti Services Delivery & Operations
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Categories for 360 Customer ReviewHello Everyone, In order to do a customer 360 review healthscore card I consider the following dimensions: Overall Sentiment Customer Readiness Product Sentiment Bugs Implementation Readiness Support…Answered Jaime Farinos 102 views 13 comments 0 points Most recent by DarrylBenjamin Services Delivery & Operations
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Customer Effort Score - Are you measuring it? If so, how and when?Hello TSIA Community, We are looking into incorporating the Customer Effort Score into our transactional surveys (once cases are closed) and I was curious to see if, how and when you were measuring t…Answered ✓ PatrickMartin 416 views 12 comments 0 points Most recent by KelseyHunsinger Services Delivery & Operations
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