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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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Who Should Own Renewals?Is the topic of 'who should own renewals' being debated or controversial within your company? If yes, I'd enjoy hearing how you're going about solving this question. This seems to be a common challen… -
What is preventing your organization from taking advantage of a pricing strategy rooted in value?Many organizations are failing to optimize their customer engagement and are leaving money on the table because they have been unable to implement value-based methodologies. Without having a clear un…Answered Karen Chiang 71 views 10 comments 1 point Most recent by SusanHasty Technology & Services Strategy -
How are you approaching strategic planning for 2021?It is that time of year again, and many of us are developing our plans for 2021. How are you approaching this? What planning frameworks are you using? What goals are you setting? How will you be meas… -
Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines?Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines like Consulting, Support and Training? Or are you maintaining only 1 Social Account for all of them e.…Answered ✓ Alexander Ziegler 21 views 2 comments 0 points Most recent by Carlos Alves Revenue Growth -
Is there a trade off triangle for customer successI have been thinking a lot about tradeoff triangles recently. One classic is the project management triangle of Cost-Time-Quality. I have been reading Software Engineering at Google: Lessons Learned …
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Intelligent Case Routing - What solution are you using?Hello TSIA Community, We are starting to evaluate various vendors for an automated case routing solution. I was curious to know what solutions are you currently using and how satisfied you are with …Answered PatrickMartin 71 views 9 comments 1 point Most recent by PatrickMartin Services Delivery & Operations -
How is your company measuring readiness related to conceptual frameworks/project management?Defining the frameworks is just one step towards managing a large scale project involving several disciplines. What qualitative measures are you utilizing to measure behaviors related to success? -
Adding a platinum level support tier. What do you include in yours?We provide support for an on-premise software platform that is used by a variety of sectors and our customer range in size from SMB's to Tier 1 organizations. We currently have a standard and premium…Answered ✓ ClaireHernandez 81 views 5 comments 0 points Most recent by EddieAguilar Services Delivery & Operations -
What are you doing for yourself and your team to cultivate creativity?Professional services and customer success frequently require creative understanding and solutions to customer challenges. But the pressure to deliver and the isolation of Covid can sap creative ener…
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SWAG Shop & worldwide DistributionHi, we plan to implement a SWAG shop in 2021. The Shop should give the possibility for our employees, customers an partners to purchase SWAG. Either with payment, vouchers or points they earn with pa…Answered ✓ Alexander Mundorff 151 views 4 comments 6 points Most recent by Alexander Mundorff Technology & Services Strategy -
Current Trends with Training EnrollmentsAs we continue to navigate this pandemic, I am curious about what others in the Ed Service field see as far as enrollments? Are there any particular trends that you have noticed throughout the year? …Answered ✓ AlyssaOrtiz 41 views 2 comments 0 points Most recent by Alexander Ziegler Technology & Services Strategy -
Success turning Data into Insights that drives Sales?Would you have a success you can share about converting raw customer data into insights to inform the work of your sales reps and CSMs to drive sales (renewal, expansion, etc.)? I enjoyed participa…
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Solving The Digital Renewal Challenge? (Q&A responses)If you're working to digitize renewals and registered for last week's TSIA Interact, you may enjoy viewing this on-demand session (30 min) entitled, Solving The Digital Renewal Challenge, that I did …
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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 81 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 51 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 ✓ Ana Howes 71 views 11 comments 0 points Most recent by Ana Howes 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 11 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 51 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 63 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 106 views 5 comments 1 point Most recent by Christine Sei Workforce Management
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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 …
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