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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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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 245 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 83 views 4 comments 1 point Most recent by StevenForth Technology & Services Strategy -
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 33 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 21 views 2 comments 0 points Most recent by David Bisciotti Services Delivery & Operations -
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 101 views 13 comments 0 points Most recent by DarrylBenjamin Services Delivery & Operations -
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 433 views 12 comments 0 points Most recent by KelseyHunsinger Services Delivery & Operations -
**Alert** TSIA is conducting a Change Management Quick Poll | Please Participate!Hello TSIA community! We need your help! Over the next several weeks we will be conducting two very short polls (8 questions each) to gather precise information on ITIL Change and Problem Managemen…GeorgeHumphrey 79 views 0 comments 5 points Started by GeorgeHumphrey Services Delivery & Operations -
State of the Handshake between Service Portfolio Management & Technology Product ManagementAre your product management and services product & Portfolio management teams collaborating well or poorly when it comes to designing recurring revenue solutions for awesome customer experience a…Answered LauraFay 42 views 4 comments 0 points Most recent by StevenForth Technology & Services Strategy
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With high variabilty data, how do you choose between ETS and ARIMA?Accuracy measures are often interpretive making it hard to choose which model is the best. The rule of thumb is to have lowest numbers possible associated with percent of error. With that said, numb…Answered Ray McLean 43 views 2 comments 0 points Most recent by JeromePeck Services Delivery & Operations -
How do you maintain employee culture with everyone working remotely?This was the number one question from our business challenge session last week with 40+ member companies: "How do you keep culture building, relationship building events, or get togethers going …Answered ✓ Thomas Lah 41 views 3 comments 5 points Most recent by StevenForth Services Delivery & Operations -
How can a Quality Specialist perform QAs when they are not an expert on the work?Looking to see how other professional groups handle the following: 'How can a Quality Specialist perform QAs when they are not an expert on the work? For example ... how can I confirm that the agent…Answered Tracy Moore 11 views 1 comment 0 points Most recent by Alexander Ziegler Technology & Services Strategy -
Delivery of remote certification examsHello, With current situation with Covid-19, the delivery of proctored certification exams to customers or Partners is a real challenge: safety measures, travel restrictions, all trainings delivered …Answered ✓ Thierry GUENNEGUES 73 views 3 comments 1 point Most recent by Alexander Ziegler Services Delivery & Operations -
Are you RMCP certified? If so, where did you certify?I'm asking as I'm curious about the Resource Management Certified Professional path. Thank you!Answered Greg Higgins 111 views 1 comment 0 points Most recent by Spencer Hancock Services Delivery & Operations
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Post Questions for our August 27th Virtual Summit: Findability, The Search for Enterprise ContentOn August 27th I will be moderating a two-hour virtual summit, "Findability: The Search for Enterprise Content." The focus is knowledge management across the enterprise, and as part of this…Answered John Ragsdale 101 views 4 comments 2 points Most recent by John Ragsdale Technology & Services Strategy -
What is your North Star Metric for Service & Support?What is the key measure of success for your support services team? What is the one metric that is supported by all the other ones? Is it a process measurement, like cycle time or first-pass yield? Or…Answered ✓ David Seaton 216 views 7 comments 0 points Most recent by Zoltan A. Nagy Services Delivery & Operations -
What does a good 'offer' look like to bring to life the MS Offer ContinuumHi Folks, We are on the MS transformation journey and have adopted the TSIA MS Offer Continuum. Being a traditional Product-led organisation we are grappling with what a good offer looks like, say f…Answered Matt Saggers 61 views 2 comments 0 points Most recent by Carlos Alves Technology & Services Strategy -
Innovative approaches to deploying technology to work-at-home users?Are you seeing any creative service providers offering innovative approaches (packages) to deploying technology to user's working at homes - unique technology; creative use of tools; innovative supp…Answered ✓ StephenSpence 2 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
Prepaid or Deferred?Outcome services. Do you predominantly sell prepaid or deferred engagements? Do you give customers the choice or provide incentives/disincentives?Answered ✓ JimBignell 11 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy -
PS Margins Calc AssistanceHi there! I have services resources that 1) do some configuration work that's included in the license for our subscription product (its a saas marketing tech), 2) deliver on the professional services…Answered ✓ Greg Higgins 17 views 4 comments 0 points Most recent by Neil Jain Services Delivery & Operations
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Does anyone have a referral for a consulting firm that helps with Zuora implementations?Looking for anyone that has had a good experience with an independent consultant or a 3rd party consulting firm in implementing Zuora. Someone in the network is looking for a referral and I would lo…Answered Neil Jain 61 views 1 comment 0 points Most recent by Spencer Hancock Technology & Services Strategy -
What is the COVID-19 Impact to your Delivery Operations?Hi Community, hope you are all staying safe and healthy! By now we hope you've seen our Rapid Research Response content and polls at: In this community, we'd love to hear how COVID-19 is impacting …Answered GeorgeHumphrey 52 views 4 comments 1 point Most recent by GeorgeHumphrey Services Delivery & Operations
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How have your customers' expectations changed in the COVID-19 environment?What are your customers asking you to do differently?Answered ✓ Brian Rudy 51 views 4 comments 1 point Most recent by ChrisHolm Services Delivery & Operations
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Are you delivering immersive training for your software solution(s)?What level of immersive training do you deliver? What tools do you use and how engaging do you make it?Answered AnaHowes 11 views 5 comments 0 points Most recent by Scott Thomas Services Delivery & Operations -
Microlearning & Educational ServicesToday those in the education space see that the popular topic is shifting towards microlearning content. Any tips or recommendations on resources for newbies? If you have taken this approach, any tre… -
Working session on remote employee wellnessOn August 26th, I will be hosting a 90 minute working session on how companies are improving the wellness of their remote employees. If you are a TSIA interested in joining this session, email me at …
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Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?We've seen a number of companies start to de-emphasize utilization as a primary driver of incentive compensation for PS individual contributors. Given COVID revenue and cost pressures, wanted to see …Answered Neil Jain 91 views 7 comments 2 points Most recent by StevenForth Services Delivery & Operations
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How are you coordinating successful training programs with Academia in the US?We are seeing a big adoption of our Academia Program offering in EMEA and APAC and a very low one in US. What is your recommendation in terms of how to connect with academic institutions in US to hav…Answered AnaHowes 31 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations
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Professional Services (within a Software vendor) Day rates in EuropeHi I would like to know actual day rates from Professional Services departments inside Software companies in Europe. I also would like to know average dealsize/ project size these PS departments norm…Answered Mark Schulze 31 views 2 comments 0 points Most recent by PatrickCarmitchel Customer Success -
Covid - What are you doing from an employee burnout perspective?Are you finding the working scenario during pandemic leading to employee burnout? If so what ideas do people have to ensure their teams remain engaged, motivated and energised?Answered PATRICK COLLINS 41 views 4 comments 1 point Most recent by PATRICK COLLINS Services Delivery & Operations -
Do you have a learning community in your LMS (Learning Management System)?Do you have a learning community located in your LMS? If yes, how did you build it and what roles and responsabilities did you define? We have a community platform outside of LMS, but I think keeping…Answered AnaHowes 51 views 1 comment 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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