Technology & Services Strategy
Products & Services Offer Portfolios, Growth, and Delivery
Discussion List
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B2B SaaS GTM Use Cases for Generative AI ToolsI've listened to the TSIA podcast "Applying the AI First Mentality to Revenue Generation." What was most informative was not what was said, but what was omitted in the dialogue. Customer bu… -
Fix time SLOs/SLAs - Present and futureHello TSIA community, we deliver software products and of course, as part of the support offer, we have SLOs/SLAs for Response Time ; Resolution and Fix. The Fix time SLOs were defined long ago and h… -
Ideal Size of a dedicated Knowledge Management teamHello Team, I would like to understand as to what would be the ideal size of a dedicated Knowledge Management team for an organization of size 800-1000 employees (as per TSIA's recommendations). Wha…
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Percentage of Support tickets turn into a question ticket for Engineering - SaaS vs On-prem productsIs there any industry benchmarking data which measures support efficiency or product maturity from the perspective of the number of support tickets that need to be referred to the product engineering… -
Manager On-Call renumeration?I would be interested to get any feedback on what people are doing to recompense managers who have to be 'on-call' during public holidays. While we have compensation for our engineers who volunteer t… -
Where do we stand?I'm struggling to "educate" my senior leadership on the effort required to manage a relatively large knowledgebase (50K+ articles) and content creators (500+ case managers). Our Knowledgeb… -
Industry standard: price increasesHello everyone, I am working for a SaaS company that has a lot of customers who renew their subscriptions annually. Due to certain reasons, we need to increase the prices for our existing customers. … -
What does your company offer as a unified ecosystem / platform for ALL learning assets?Per the subject, I'm exploring how we can package all learning assets from individual components into a unified ecosystem or platform (i.e., unifying the Partner/Customer learning experience). The ma… -
Percent of cases caused by infrastructure incidentsHello, I am wondering if there are any support leaders tracking the % of incidents caused by private/public cloud problems. I am trying to understand what "good" would look like for a matur…
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what do you base service offering pricing on?Since a couple of months, i've been in charge of transforming our product catalog of ICT & connectivity offerings with adjacent (unstructured) services into a service-oriented approach, ultimatel… -
Robot Process AutomationHello, I am researching products that are currently being used by organizations to automate repetitive/remedial tasks to free up valuable time for support engineers. Do TSIA community have a favorite… -
What does your in-app survey program look like?Hello all - I work with our product teams to develop in-app feedback programs for our SaaS offerings. While most of the best practices follow common sense guidelines and general surveying guideline… -
Does anyone have any recommendation on Data analytics using AI\ML to analyze Support tickets?Has anyone worked with any vendors to perform advanced analytics on structured or unstructured data?. I am looking to apply machine learning, text analytics, and other advanced data mining technique … -
Associations & Bodies that can be partnered for Business DevelopmentWant to know how a newly created agency specializing in software development can partner with companies and associations for lead generation? Can anyone name a few associations or companies who are d…
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Job Description for Global Support Business Operations LeaderLooking for Job description for Director, Global Support Business Operations responsible for Quality Training Process Analytics Budget Tools Projects /PMO WFM I could write one up but hoping to lever… -
Reducing Customer Friction Between Time of Sale and Cloud Software First UseWhen customers purchase Cloud/SaaS software, post-sale there is work to setup, configure, administer access, etc. This area can be a source of customer experience friction if things don't go smoothl… -
Growth Engines: Channel Led Growth and difference between Customer Led Growth vs Outcome Led GrowthWhat is Channel Led Growth ? Is it fair to say the customer led growth focuses on the WHATs (wants) of the customer and the outcome led growth focuses on the WHYs of the customer wants ? What are the… -
What are the most common buyer personas?Any reference articles or documentation on this topic ?
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Subscription based vs Consumption based pricing models ?Subscription based : Pay same price every month based on the tiers of service subscribed. Ex. 'Support', 'Support Plus', 'Support Premier' as 3 tier subscription models. It is a flat fee that custome…
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Low Overhead Ways to Manage Engagements - PSHow do you guys manage time tracking, invoicing, etc for all the various engagement lengths, clients, terms, etc? -
Learnings based on AI / MLDo any of you have a working model of training recommendations based on AI / ML recommendations / personas / engineer learning behaviours in automated way ? -
First lever pulled by your organization in an economic downturn?The year of macroeconomic headwinds. The war in Ukraine, Covid-19 lockdowns in China, Supply chain bottlenecks, sky high inflation, astronomical gasoline prices, slowing economic growth and the list … -
Is the Handshake Between your Product Management and Customer Success Teams Effective?Join @LauraFay and @DarleneKelly at TSIA's free Webinar at July 19th, 2022 (11:00 AM PT / 2:00 PM ET): https://www.tsia.com/webinars/the-state-of-the-product-management-customer-success-handshake -
Has anyone on here read "Digital Hesitation" yet? Thoughts?Heard JB and Thomas talking about "Digital Hesitation" on the TECHtonic podcast. Have you read it yet? What stood out to you? -
I'm looking for a unicorn... I mean... a Services Operations Manager, anyone interested?I'm hiring someone to help us transform our services operations. This is a dynamic role that demands creativity, vision, flexibility and a love for Professional Services. Learn more: http://app.jobvi… -
How are companies managing / enforcing licensing entitlement?Today we enforce licensing using Flexera with enablement activated from the cloud. It’s a bit complicated when you’re dealing with software that gets installed on industrial servers behind many firew… -
Any suggestions on how best to leverage vertical expert channel partners?Our business mostly deals with indirect channel and includes many vertical expert channel partners. As we plan to transform the as-an-asset to as-a-service, how best to leverage the vertical expertis… -
What is the best strategy to Pilot a subscription offer if the customer base is mostly SMB?By way of segmentation, it is becoming clear that our customer base is mostly SMB. If there were key Enterprise customers avaiable, the pilot exercise would be focused on couple of those accounts. wh…
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What was your criteria for selecting an Integration Platform (Boomi, Tibco, Mulesoft)?There are plenty of iPaaS solutions in the market so I would like to know 1) how did you select your solution 2) what's your satisfaction with the solution you chose 3) Is there anything you wished y…Answered ✓ YazminGutierrezEscoffie 57 views 2 comments 1 point Most recent by YazminGutierrezEscoffie -
How rapidly does your company disposition enhancement requests?When customers submit product enhancement requests, they should be dispositioned (ie ruled on and decided go/no go) in order to avoid the customer perceiving that their request went into a "blac…
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