Comments
-
Thank you @Matthew Caldwell . I am curious if anyone is doing something they think is unique to their company. A practice that reinforces specific aspects of a company culture.
-
Again, from our session on extreme remote services. Companies with equipment onsite now need to train and support customers remotely. Sometimes having the customer do what a field engineering would have done. We discussed using tools like "Vuforia Chalk" to walk customers through activities. What tools/techniques are…
-
@Anthony Bacak thank you for the insight. What lessons are people learning as they use these types of technologies with customers?
-
@Piyush Dogra we have a live poll related to remote service delivery. 96% of respondents answered "yes" to the following question: After COVID-19, does your company intend to keep delivering some services remotely that were previously delivered onsite? Check out the poll for additional insights:
-
@John Loiacono TSIA publishes a dataview that provides a list of key metrics for Customer Success and the details on current industry performance on those metrics:
-
@Mary Cay Kosten we did a rapid research response poll on this topic of "very virtual" organizations: https://www.tsia.com/rapid-research-response/dashboard 42% of respondents say they are letting employees relocate from their current location. 69% of the respondents say if an employee relocates there is NO requirement…
-
@Courtney Ellis, in the Support Services research practice, we publish and and refresh the following report:
-
@Chris Holm Survey on salary and promotions is live: https://data.surveygizmo.com/r/291896_5ef10f3a7df730.08343776
-
@Chris Holm , we have not surveyed on the topic of promotions, salary increases, salary decreases. Let me get on that! We will stand up an Rapid Research Poll on that topic.
-
Admir: Bo Dimmucio has frameworks and data related to the different models technology companies use to successfully sell their PS offers:
-
Doug: Here is a foundational research paper on this topic of cost effective renewal management:
-
@Chris Wright We took a deep dive on how companies establish an "outcome engineering" capability. https://www.tsia.com/resources/a-primer-for-outcome-engineering-delivering-business-outcomes One key lesson: Service and Sales organizations need to tackle this capability TOGETHER. I have seen two losing scenarios: Service…
-
@Chris Wright I would refer you to the paper "Four Phases to Becoming LAER Efficient." There are some clear patterns regarding the journey of establishing and scaling Customer Success. Also, Phil Nanus has great insight here. One common tactic to establish a new CS capability without ruffling Sales is to first focus on…
-
@Chris Wright Others will comment with their direct PSA experiences. For the landscape of the most popular PSA systems, I would refer you to the PS tech stack report John Ragsdale publishes: https://www.tsia.com/resources/2019-professional-services-technology-stack
-
@Chris Wright We are tracking several potential scenarios that impact how we sell and deliver technology solutions. As John mentioned, remote services and virtual organizations are two scenarios we believe will continue in the long term. For more information, check out our presentation from TSW Live!:
-
It is interesting to see clear trends in the comments posted: -More communication with employees, not less. -More informal communication sessions with employees. -Contests to keep virtual interactions engaging and fun. At TSIA, we are experiencing these same trends. We moved from our typical monthly all hands meeting to…