Comments
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Hi Jakub! TSIA 2021 Organizational Structure Survey may be a good place to start: https://www.tsia.com/resources/2021-organizational-structure-survey-results Here you'll find where the organizations you're asking about sit within a company, what the reporting structure looks like, and how likely certain industries are to…
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Hi Kris! Thank you for your question. In my opinion, the hesitancy for people lower in the org happens due to operational breakdown. Managers and individual contributors will ultimately be responsible for most of the mentioned barriers, while high level executives incur less cost and less time commitment by leveraging new…
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Hi @Sara Johnson, @Patrick Carmitchel and @Goncalo Pereira, Let's see if we can get some answers here. @David Harbert and @Brian Rudy, do you have any insight you can give on Tiered Support Structure for telecom companies? If you don't directly heave the answer, please feel free to invite your colleagues to join this…
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Hi Sekhar! Thank you for your question. Feel free to complete our Technology Stack Survey for Support Services to see what kind of information we have around technologies that are used by other support organizations in the industry. @Daniel Coullet, @Joe Thomas, @Sumit Bhat and @Saurabh Sharma any insight you can provide?
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Hi Christina! Thank you for your question. For TSIA, we identify the team that implements or deploys as the Professional Services group and the team that responds to customer requests and incidents as the Customer Success or Customer Support groups. @Chris Wright and @Lori Hurley, what do you call these functions within…
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@Sonu Natt and @Piyush Dogra @Lynn Fraser, do you have any insight to add to the conversation about pricing negotiations or implementation of Game Theory? The topic is mostly on net new contracts, but any renewals insights you may have are welcome.
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Hi Shawna! Thank you for your question. @Daniel Fonseca, @Sunita Arora, and @Ray McLean, do you have any insight here?
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Hi Steven! Thank you for your question. While we so not have research specifically around Game Theory, here are a few pieces of research that may be useful for upskilling salespeople for negotiations: The Future of Selling and Delivering Value - E-book by Martin Dove, our VP of Subscription Sales research The Need to…
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Hi @Eddie Aguilar, thank you for your question. We do have a couple recently published papers that could be really valuable as you continue to navigate virtual employee training. One is our paper Remote Employee Wellness by our EVP Thomas Lah. The other is The State of Knowledge Management 2020, but our VP of Technology…
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This is fantastic, @Doug Caviness! Thank you so much for sharing.
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Hi LeeAnn! We actually have a Rapid Research Response poll running right now titled Workplace Diversity and Inclusion which has a question on Diversity and Inclusion Training programs that might be an interesting metric for you. Our Rapid Research Response polls give you immediate results from all the companies that have…
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Hi Thierry! We do have some webinars that I think would be relevant to you: STORIES FROM THE FRONTLINE: MANAGING AN EDUCATION BUSINESS AMID A PANDEMIC OPTIMIZING EDUCATION REVENUE IN THE NEW NORMAL To get into the specific's of your questions, @Scott Thomas and/or @Alexander Ziegler, do you have any input here?
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Hi Ana! Thank you for your question. Maria Manning-Chapman recently published the below blog that may have some of the information you are looking for: Workplace of the Future: The Impact of Augmented Reality, Virtual Reality, and Related Technologies @Alyssa Ortiz and @Scott Thomas, do you have anything to add about what…
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Hi Justin! Thank you for your question. These 2 research reports published this year by our VPs of XaaS Product Management and Service Revenue Generation Research Might Be useful in this instance: The State of XaaS Product Management 2020 - Laura Fay The State of Service Revenue Generation 2020 - Jack Johnson @Jim Bignell…
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Hi Joe! Thank you for your question. @Karl-Gustav Bergqvist and @Denise Stokowski, are either of you using mobile analytics and reporting for organizations outside of your Field Services motions?
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Hi Greg! Thank you for your thorough question. Our VP of XaaS Channel Optimization has some great content around this topic, including her recent webinar The Building Blocks for an XaaS Partner Framework. @Andréanne Young and @Scott Thomas do you have any color to add on this topic? Thanks!
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Hi David! A paper by our VPs of Research, @Jack Johnson and @George Humphrey, titled Survival Guide for Renewing Recurring Revenue in the COVID-19 Economic Crisis, gives a really robust explanation of the implications of and alternatives to discounting in the current climate. Our VP oF Service Revenue Generation Research,…
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Hi Trae! Thank you for your question. Definitely something that Field Services professionals are struggling with right now. @Vele Galovski, what are you hearing about members regarding shifting to other methods of delivering break/fix services?
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Thank you for this Sean! Such a great opportunity for members with an interest in data and analytics.
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Hi Josh! Great question. @George Humphrey are you hearing anything from members about digitizing Service Supply Chain?
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Hello Bill! Thank you for your question. I think you may get a lot of value from Maria Manning-Chapman's, our VP of Education Research, TSW Live! keynote, titled Customer Training in the Time of Coronavirus. @Christy Vega and @Elise Lostutter, what have you guys been seeing in relation to renewing education subscriptions…
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Hi Omair! This is definitely a question asked often of our VP of Technology Research. @Jaime Farinos, do you have anything to add to this? Maybe what's what's worked at Google Cloud?
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Hi Chris! Great question. @George Humphrey, have you been hearing anything about the re-allocation of resources as delivery bookings decrease in some parts of an org?
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Hi Deby! I know that our research executives@Vele Galovski are saying that a lot of these remote capabilities will be sticking around in the "after". @Lane Giles , do you have any other insight on this? What do you think about equipment cleanliness in a post-pandemic office environment?
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Hi Alyssa! Our VP of Education Services, @Maria Manning Chapman has an upcoming webinar called Stories from the Frontline: Managing An Education Business Amid a Pandemic that will be presented on May 20th that will discuss what companies are doing during this time.
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Hi Neil! Great question. I know that Bo Di Muccio touches on this topic in his recent The State of Professional Services 2020 research report. Dave Young and Bo Di Muccio also discussed this in their TSW Live! session, Professional Services Best Practices for the Pandemic … And Beyond
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Hi TSIA Exchange! Thrilled to see all of the knowledge and insights that this community incites.
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Hi Piyush! Thank you for your questions. @John Ragsdale will be presenting a webinar titled Today's New Mandate And the Future of Service Delivery on May 14th. This should be able to give you the insight you need into the future of PS delivery. He plans to talk about the following: Applying best practices for effective…