PatrickCarmitchel · VP Product Management · | admin

Hi @FalahRajput! Since you're already a member of the Support Services research practice, you can access these data points directly if you've benchmarked in the last 18 months. Case Deflection: Incident Escalation: However, there is a much more detailed benchmark readout experience that also includes context on industry…

Here are couple resources that may help on your journey to discovery with swarming: @Carlos Alves or @Chi-Hui Tang any insights on swarming?

In my experience, escalation programs including executive sponsorship will be most successful when the customer also commits to executive participation in the process. If you go out of your way to escalate to your leadership and you are not speaking with the right level of decision maker, it's likely not going to be an…

@AdmirHadziabulic It may be more helpful to consider shifting the reporting of that metric from Salesforce to Gainsight. For instance, you can report on partial churn as seen in the link below. As you've shared, it may be a little more complex, depending on the company and how you manage your opportunities, to achieve this…

@Juliebarrett Aside from other community members who may share their personal experiences, there may be additional industry data insight available to you specifically as a member of the Support Services research practice. Feel free to select the “Ask a Research Executive” button to the right of the discussion.. @Sara…

@Tommy Glicker this will depend on the metrics by which product success is measured. As far as the industry data goes, I would encourage you to participate in the XaaS Product Management benchmark to get the best insight specific to your company and industry comparisons. In our world, development team effort breaks down…

There are many factors to consider. In terms of storage, it really can get out of hand depending on the case types. For instance, if it includes attached audio files, images and screen flow videos to troubleshoot issues, that can add up quickly. When data storage expense is an issue, applying a segmentation strategy can be…

@Gavin Murray If you already have project and/or task management software and are looking for a flexible time tracking software that integrates well, I've used harvest in the past: It also has a Chrome extension (as well as other browser support) for easy access from any device: Another simple and well integrated solution…

There was a great presentation from Sharon Nguyen at ServiceNow on the topic of CSAT incentive programs. I just pulled it up again and even though it dates back a bit, given their success since then, it's worth a look IMHO 😊 @Sara Johnson Have you seen any good examples lately that you'd like to share? Regarding the…

Hi @Claire Hernandez, I think you're on the right track with clearly providing access within the support portal. I was checking out Puppet's legal page (see below) and it does have pretty extensive coverage of documentation across typical web T&Cs as well as Product, Support, Professional Services, etc. I would be inclined…

Thanks for bringing your questions to the Exchange, @Sumit Bhat. @Vele Galovski and @Sarah Gerichten are you seeing any trending new/emerging titles for technical support engineers?

@Carlos Alves If you haven't already taken a look at the Customer Success organizational structures report, there is some interesting data and perspective on this topic: @Stephen Fulkerson or @George Humphrey do you have anything else to add?

Hi @Goncalo Pereira, thanks for reaching out on this topic. @Sara Johnson are you able to provide your perspective on defining tired support?

Hi @Sekhar Mohanty, It sounds like this is related to IT remote management of support engineers and their devices. Is that correct? If so, this sounds like the productivity layer of the support services technology stack. You can take a look at some options here: @John Ragsdale do you have any suggestions?

@Alexander Ziegler I appreciate the detailed breakdown of the reporting structure. As a product leader this is a very interesting topic. While basic product eduction/explainer content is common to have created in product marketing, report up into either marketing or product management, I haven't personally experienced many…

Thanks for clarifying, @Melanie Carlson. I'm sure @Bo DiMuccio or @Dave Young will have some good insights on this topic for you. In the State of Professional Services 2020 report, Bo refers to the Professional Services Organization (PSO) maturity model and for the "Optimizing" or "Optimized" PSO, there is certainly a…

@Melanie Carlson would you please clarify? Are you more focused on the impact of Professional Services on product adoption or expanding a customer to other products in the process of project based implementation? @Dave Young would be great to loop into this discussion.

@Steven Forth I do like this approach for a tradeoff triangle with regard to pricing success. Customer Success is a much more complex thing as you can see in the strategic level of the three factors proposed by @Phil Nanus above.

@Srujan Pathakamuri thanks for sharing the details of your current challenges with addressing your PS backlog of stalled customer service projects. I'm sure @Bo DiMuccio or @Dave Young will have something to add here, but I'm also interested in thoughts from Professional Services leaders @Sarah Lowney and @Cindy Young.

Don't be shy, just open that can of worms 😊! Here's a recent research report on that topic by @Jack Johnson In addition to Jack, I think it would be interesting to bring in some expertise from varying roles and perspectives on this topic: Customer Success perspective: @Carlos Alves, @Peter Larsen, @Kelsey Hunsinger Sales…

This is a very interesting question given that the definition of Customer Success varies substantially from one company to the next. My immediate reaction reference how TSIA research defines the goal of Customer Success: The goal of customer success is to enable effective adoption of technology and services, which can lead…

Great question @Allan Grohe. If you haven't already taken a look, we have begun to poll the industry on the topic of diversity and inclusion in the workplace. @Laura Fay heads up our Diversity, Equity and Inclusion board at TSIA and may have some more insights on this topic. @Carlos Alves recently mentioned that Logicalis…

Hi @Alexander Mundorff who doesn't like swag 😊 ? There are several great swag providers these days depending on whether you're looking for a complete/managed solution or wanting to customize. If you don't already have a CMS (Content Management System) you're working with to provide the shopping experience, here are some…

@Mark Schulze if you haven’t already participated @Bo DiMuccio’s Market Rates Study, it’s a great resource: Regarding average deal size, participating in the benchmark is the best approach to get deeper insight, but you can see the median for deal size in Bo's blog post: As a member of the professional services community,…

There is a lot chatter about AR/VR right now, especially to fill the interaction gaps with social distancing. @Josh Garrison has your field org been addressing similar issues? @Karolin DiCristina presented on AR/VR at TSW and may have some insight to other companies working on these issues.

@Daniel Coullet you can reach out directly to have a private discussion using the messaging feature in the upper right of the community header.

There are some great insights from the monetizing customer success industry quick poll regarding COVID-19 impact and Phil Nanus, VP of Customer Success Research makes an argument for monetization in his recent blog post, How Customer Success Can Make a Lasting Impact During The COVID-19 Crisis based on correlation…