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Re: How have your customers' expectations changed in the COVID-19 environment?
I'm also hearing a lot of customers pushing for tighter SLAs than they are entitled to because they are dealing with crisis situations, and in most cases, vendors are accommodating that. My hope is t…7 -
Re: Customer Effort Score - Are you measuring it? If so, how and when?
Unfortunately I don't have current data on this, the last thing I can find is from 2016, and at that time, 29% of members were tracking CES. But I know it is more common today. We do have customer ef…2 -
Re: Where does Customer Success "live" within your organization and why?
I'm sure @Phil Nanus has a better answer than me, but from my perspective, this is very complicated. I see companies define Customer Success in many ways, so there isn't a "one size fits all&quo…6 -
Re: Are you providing AR/VR tools to customers so they can perform remote services on their environment?
Here's a link to a webinar I did recently on this topic, including a case study from Jim Roe, IT Director, Field Services, FieldCore : http://www.tsia.com/webinars/the-new-normal-virtual-field-servic…1 -
Re: What changes in Services Delivery do you envision persisting long-term?
So far, the companies I've talked to have successfully transitioned PS to remote/virtual with little problems, and many (most?) projects were already being delivered remotely. The one challenge I've …2