Comments
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Hello Monica, Welcome to the TSIA Exchange! Excellent question; creating clear job roles is a critical piece of building a strong organization. I think this community is going to be a great place to get some insights. @Steven Forth , @Daniel Coullet, @Mary Cay Kosten, @Alexander Mundorff; Any insights on writing a job…
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Hi @Erin O'Malley and @Steven Forth, This is an excellent discussion. @Sumit Bhat, @Alexander Mundorff and @Carlos Alves I'd be interested to hear your views on Erin's question about Knowledge Bases and determining the viable most 'gating' methodologies.
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Hello Goncalo, This is an excellent question! @Daniel Coullet , @Justin Nuzum , @Sumit Bhat; it would be interesting to get your perspectives on SLOs and SLAs change requests from customers. Have you any of you noticed pressure from customers for shorter SLA time frames.
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Hi Jacqueline, Great question! Survey methodology is a growing area of interest for many TSIA Member companies. @Bill Hor , @Christy Vega , @Joseph Reifel, any thoughts on Jacquline's question about survey response rates, and what you've done in your careers to ensure high survey response rates.
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Hi Pavlo, I agree with Steven 100%; usage tracking is pretty much table stakes to develop a sustainable digital touch customer success strategy. With-that-said, if usage tracking is not available in your products current state, I think you'll need a strong onboarding process. I'd recommend working with your sales team to…
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Hi Ana, Thanks for posting this question, it will be good to hear some thoughts from others on an Education Organization aligned under a Product Organization. @Christy Vega , @James Meikle , @Melanie Gallo; Based on your positions as Education Services leaders I think it would be great to get your opinions on Ana's…
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Hey Randy, This is a very important and challenging question. @Pierre Raynal , @Christine Sei , @Mary Cay Kosten; I would love to hear your perspectives on the challenge that Randy is working. Bo DiMuccio and Dave Young lead TSIA Professional Services Research Practice. Here is an on-demand webinar that they did on…
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Hi Steven, 2020 was such an unpredictable year in so many ways. I am very interested to hear what type of predictions your peers in this community have for 2021! @Jim Bignell , @Gerry Nolan , @David Harbert , @Lucy Jones ; it would be good to hear what type of business, technology related predictions you have for 2021.…
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Great response Steven! You raise a very important point to consider, data privacy is often times really a question of data ownership. @Chris Wright, @Kerri Wienbeck and @Joe Thomas, it would be great to get insights from your unique vantage points on the topic of data privacy regulations when juxaposed to increasing…
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Hey Doug, Great question, I am eager to hear some successes in this area. @Anthony Medeiros @Joe Thomas @Saurabh Sharma; I would be interested to hear from each of you on Doug’s question.
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HI Steven, great question! @David Bisciotti , @Gerry Nolan and @John Foutris, what are your thoughts on Steven's question? Are any of you noticing a change in your customers business sentiment?
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Hello Ray, My name is Spencer and I am one of the moderators for the TSIA Community Exchange. This is an amazing question! You have provided an excellent amount of detail on a topic that is rife with complexity and nuance. I am sure that a dialogue on this topic is going to prove fruitful. I am going reach out to a couple…
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Hello Greg, great question. Resource Management is always an important subject and even more so during these potentially resource constrained times. Let's see what some other Profressional Services Leaders have to say about the 'Resource Mamangement Certified Professional path. @Katy Allen , @Eileen Looi , @Gayle Lassen;…
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Hello Neil, I have combed through every resource I could think of and here is what I found - https://www.zuora.com/about/partners/. Zuora provides a list of consulting and implementation partners on their website. Additionally, TSIA has done a significant amount of research on implementations. The metrics and best…
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HI @Ana Howes , great questions. I'd be interested to hear what types of tactics you've used so far. @Elise Lostutter do you have any insights you could share on Ana's question? Here's two webinars that you should take a look at: Education Subscription Offers -…
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Alyssa this is a great question. I am going to ping a few TSIA Exchange Community Members to get their opinions on your question. @Dan Lopez , @Steven Forth , @David Perrault, it would be great to hear from each of you regarding Alyssa's question. Has your marketing approach changed during COVID? If so, could you share how…
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Hi Katy, welcome to the TSIA Community forum! This is a great question. @Eileen Looi I'd be interested to get your take on Katy's question about capacity management. Katy here's a great webinar from Dave Young, Director Professional Services Research here at TSIA that you can review as well. It touches on resource…
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Hi Alex, this is an excellent question for this community. @Carlos Alves I'd love to hear your presepective on Alex's question. Are you encountering any of these scenarios with your customer base? Alex I also think you would be interested in some of the topics covered discussed in Laura Fay's recent webinar (hyperlinked)…
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Hi Tim, this is an excellent question for the community, thank you for raising it. @Daniel Coullet in your role as support leader are you using surveys with customer that have 'self-served'? If so, what types of questions? I'd love to get your perspective on this question. Tim I highly recommend you watch this webinar -…
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Hi Christy, this is an excellent question. @Alyssa Ortiz from your vantage point as an education services leader are you seeing similar trends as Christy? TSIA has been using a series of Rapid Research Polls to identify and track the impacts of COVID19. There are several polls that you may find relevant. In particular…
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HI Alexander, Excellent question! Maria Manning Chapman, VP Education Services Research here at TSIA wrote a blog, "What is the Difference Between Classroom Training, Virtual Instructor Led Training and E-Learning…
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@Alex Gershman the journey from break/fix to a recurring service model is very important for many companies. TSIA's 2020 State of Service Revenue Generation research paper address some aspects of this support transformation.
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Hi @Neelu Shaikh, that's a great question. One thing I have been doing is turning my camera on during meetings with my customers. It's a small gesture, but I think it helps maintain the relational component of being a CSM. There are some more great tips in this blog post - How Customer Success can Make a Lasting Impact…
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Hey @StevenForth this an incredibly important question. Martin Dove leads TSIA's Subscription Sales Research Practice and he grappled with this exact question in a recent webinar - The Need to Deliver Customer Outcomes is Here and Now. Martin provides a lot of insights in the webinar, but one topic that I have found…
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@Daniel Reese that is an excellent question. At the onset of the COVID19 crisis TSIA's Research Team launched a series of Rapid Response Polls to measure the impacts a virtual workforce was having on customers. One of the Rapid Response Polls asked if customer satisfaction with support had changed during the COVID-19…
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@Stephen Spence you raise an excellent point for our current business climate and the headwinds that Sales Professionals are undoubtedly facing. This idea of Services Teams using their interactions with customers to drive customer growth is covered in depth in TSIA's Expand Selling research practice. @Steve Frost's recent…
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Excellent point @David Perrault , product analytics is always important, but especially during this time that may see some changes in customer disposition toward buying new solutions. Laura Fay recently published the 2020 XaaS Product & Analytics - Key Study Findings. The study assessed the effectiveness of embedded…