TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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Feedback CultureGood Day All, I hope everyone is well. Lately, I am hearing a lot of chatter regarding the topic of a "Feedback Culture". I am curious to know if your organization employs the historic annu…Answered ✓ DarrylBenjamin 113 views 6 comments 0 points Most recent by PatrickMartin Services Delivery & Operations -
How do you get alignment on strategy and connect strategy to execution?I understand that alignment is not a once and done sort of thing but something that needs to be worked towards. But how do you do this? I think we can get out of alignment in three ways: Different pa…Answered ✓ StevenForth 191 views 5 comments 1 point Most recent by Christine Sei Workforce Management -
What new techniques are being used to develop customer relationships when delivering remotely?This is a question that came out of our interactive member to member session on "extreme remote services." Companies are concerned it will be harder to build personal relationships with cus…Answered ✓ Thomas Lah 72 views 4 comments 1 point Most recent by Doug Caviness Services Delivery & Operations -
Converting temporary solutions (free trials) into digital stratgies and compliant solutionsAs many of you would have experienced, during COVID a number of clients took advantage of 'free trials' from various vendors, and in most cases just stood up a 'quick and dirty' solution in order to … -
Why Partners Must Face the Fish in an XaaS WorldDo you have questions for me related to the webinar topic below? Any questions we miss during the live webinar we will be addressing here in the community following the live event. If you did not att… -
eBook vendors for TrainingHey everyone - Curious which vendors you use for your eBooks and DRM solutions? We're currently evaluating a few and would love to know who you love/hate and why. Thanks!Answered Jacqueline Sell 2 views 1 comment 0 points Most recent by StevenForth Technology & Services Strategy -
Remote Worker ExpensesThe Covid-19 Pandemic continues to impact the world and more companies are permitting employees to work from home. I am curious what "work from home" expenses is your company willing to rei…Answered DarrylBenjamin 11 views 1 comment 1 point Most recent by StevenForth Services Delivery & Operations
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In addition to Education Services offers going all virtual, what other actions are you taking?As all in-person training delivery has halted, we've certainly shifted to virtual instructor-led classes and we're focusing on promoting our online University. What other actions are you taking at t…Answered ✓ Elise Lostutter 246 views 17 comments 0 points Most recent by StevenForth Technology & Services Strategy -
How do you apply market segmentation to customer success?Effective market segmentation is the key to marketing, sales and pricing. The state of the art is to segment markets based on how customers get economic, emotional and community value. How are peopl…Answered ✓ StevenForth 145 views 6 comments 0 points Most recent by Benjamin Bloom Services Delivery & Operations
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Introducing Self-ServiceWe want to introduce self-service to support our customers which use our software. Since we are still at the very beginning of the journey, I would be interested in learning from experience so as not…Answered Fritz Stocker 63 views 2 comments 0 points Most recent by PatrickMartin Services Delivery & Operations -
What's the ROI of your Platform Strategy?The B2B tech community is investing heavily in platform strategies, recognizing the growth multiplier realized by those that have mastered it. Wanted to this community to know that @Anne McClelland,…Answered LauraFay 65 views 3 comments 3 points Most recent by Christine Sei Technology & Services Strategy -
Support Resolution Time CalculationHi all! Our reps mark a ticket as resolved in ZenDesk aligned with the following definition: “Resolution” consists of providing, as appropriate, one of the following to Client: an existing correctio…Answered ✓ Greg Higgins 408 views 4 comments 0 points Most recent by Jaime Farinos Services Delivery & Operations -
What are the challenges and strategies for converting your customer base to XaaS?Migrating your existing customer licenses to XaaS can be challenging enough. Migrating their deployment to the cloud adds to the challenge. All sorts of questions emerge including how to handle objec…Answered LauraFay 110 views 4 comments 1 point Most recent by StevenForth Technology & Services Strategy
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How have you optimized cross-org councils (product, process, experience, etc.)?In the age where cross-organization participation is key, we often lean on councils to guide and prioritize strategic work: new products, process and flow optimization, customer and employee experien…Answered Brian Rudy 34 views 2 comments 0 points Most recent by LauraFay Technology & Services Strategy -
Is business sentiment changing?Despite the flare ups and second wave concerns in many places I am sensing a general improvement in business sentiment. In our case we are seeing deals that had been stalled for months begin to move …Answered ✓ StevenForth 21 views 2 comments 0 points Most recent by David Bisciotti Services Delivery & Operations
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Categories for 360 Customer ReviewHello Everyone, In order to do a customer 360 review healthscore card I consider the following dimensions: Overall Sentiment Customer Readiness Product Sentiment Bugs Implementation Readiness Support…Answered Jaime Farinos 127 views 13 comments 0 points Most recent by DarrylBenjamin Services Delivery & Operations -
Customer Effort Score - Are you measuring it? If so, how and when?Hello TSIA Community, We are looking into incorporating the Customer Effort Score into our transactional surveys (once cases are closed) and I was curious to see if, how and when you were measuring t…Answered ✓ PatrickMartin 543 views 12 comments 0 points Most recent by KelseyHunsinger Services Delivery & Operations -
**Alert** TSIA is conducting a Change Management Quick Poll | Please Participate!Hello TSIA community! We need your help! Over the next several weeks we will be conducting two very short polls (8 questions each) to gather precise information on ITIL Change and Problem Managemen…George Humphrey 110 views 0 comments 5 points Most recent by George Humphrey Services Delivery & Operations -
State of the Handshake between Service Portfolio Management & Technology Product ManagementAre your product management and services product & Portfolio management teams collaborating well or poorly when it comes to designing recurring revenue solutions for awesome customer experience a…Answered LauraFay 75 views 4 comments 0 points Most recent by StevenForth Technology & Services Strategy
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With high variabilty data, how do you choose between ETS and ARIMA?Accuracy measures are often interpretive making it hard to choose which model is the best. The rule of thumb is to have lowest numbers possible associated with percent of error. With that said, numb…Answered Ray McLean 54 views 2 comments 0 points Most recent by Jerome Peck Services Delivery & Operations -
How do you maintain employee culture with everyone working remotely?This was the number one question from our business challenge session last week with 40+ member companies: "How do you keep culture building, relationship building events, or get togethers going …Answered ✓ Thomas Lah 43 views 3 comments 5 points Most recent by StevenForth Services Delivery & Operations
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How can a Quality Specialist perform QAs when they are not an expert on the work?Looking to see how other professional groups handle the following: 'How can a Quality Specialist perform QAs when they are not an expert on the work? For example ... how can I confirm that the agent…Answered Tracy Moore 24 views 1 comment 0 points Most recent by Alexander Ziegler Technology & Services Strategy -
Delivery of remote certification examsHello, With current situation with Covid-19, the delivery of proctored certification exams to customers or Partners is a real challenge: safety measures, travel restrictions, all trainings delivered …Answered ✓ Thierry GUENNEGUES 88 views 3 comments 1 point Most recent by Alexander Ziegler Services Delivery & Operations -
Are you RMCP certified? If so, where did you certify?I'm asking as I'm curious about the Resource Management Certified Professional path. Thank you!Answered Greg Higgins 154 views 1 comment 0 points Most recent by Spencer Hancock Services Delivery & Operations
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Post Questions for our August 27th Virtual Summit: Findability, The Search for Enterprise ContentOn August 27th I will be moderating a two-hour virtual summit, "Findability: The Search for Enterprise Content." The focus is knowledge management across the enterprise, and as part of this…Answered John Ragsdale 141 views 4 comments 2 points Most recent by John Ragsdale Technology & Services Strategy -
What is your North Star Metric for Service & Support?What is the key measure of success for your support services team? What is the one metric that is supported by all the other ones? Is it a process measurement, like cycle time or first-pass yield? Or…Answered ✓ David Seaton 355 views 7 comments 0 points Most recent by Zoltan A. Nagy Services Delivery & Operations -
What does a good 'offer' look like to bring to life the MS Offer ContinuumHi Folks, We are on the MS transformation journey and have adopted the TSIA MS Offer Continuum. Being a traditional Product-led organisation we are grappling with what a good offer looks like, say f…Answered Matt Saggers 62 views 2 comments 0 points Most recent by Carlos Alves Technology & Services Strategy -
Innovative approaches to deploying technology to work-at-home users?Are you seeing any creative service providers offering innovative approaches (packages) to deploying technology to user's working at homes - unique technology; creative use of tools; innovative supp…Answered ✓ StephenSpence 1 view 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
Prepaid or Deferred?Outcome services. Do you predominantly sell prepaid or deferred engagements? Do you give customers the choice or provide incentives/disincentives?Answered ✓ Jim Bignell 12 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy -
PS Margins Calc AssistanceHi there! I have services resources that 1) do some configuration work that's included in the license for our subscription product (its a saas marketing tech), 2) deliver on the professional services…Answered ✓ Greg Higgins 38 views 4 comments 0 points Most recent by Neil Jain Services Delivery & Operations
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