TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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How have your customers' expectations changed in the COVID-19 environment?What are your customers asking you to do differently?Answered ✓ Brian Rudy 53 views 4 comments 1 point Most recent by ChrisHolm Services Delivery & Operations -
Are you delivering immersive training for your software solution(s)?What level of immersive training do you deliver? What tools do you use and how engaging do you make it?Answered Ana Howes 14 views 5 comments 0 points Most recent by Scott Thomas Services Delivery & Operations -
Microlearning & Educational ServicesToday those in the education space see that the popular topic is shifting towards microlearning content. Any tips or recommendations on resources for newbies? If you have taken this approach, any tre… -
Working session on remote employee wellnessOn August 26th, I will be hosting a 90 minute working session on how companies are improving the wellness of their remote employees. If you are a TSIA interested in joining this session, email me at … -
Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?We've seen a number of companies start to de-emphasize utilization as a primary driver of incentive compensation for PS individual contributors. Given COVID revenue and cost pressures, wanted to see …Answered Neil Jain 137 views 7 comments 2 points Most recent by StevenForth Services Delivery & Operations -
How are you coordinating successful training programs with Academia in the US?We are seeing a big adoption of our Academia Program offering in EMEA and APAC and a very low one in US. What is your recommendation in terms of how to connect with academic institutions in US to hav…Answered Ana Howes 33 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations
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Professional Services (within a Software vendor) Day rates in EuropeHi I would like to know actual day rates from Professional Services departments inside Software companies in Europe. I also would like to know average dealsize/ project size these PS departments norm… -
Covid - What are you doing from an employee burnout perspective?Are you finding the working scenario during pandemic leading to employee burnout? If so what ideas do people have to ensure their teams remain engaged, motivated and energised?Answered PATRICK COLLINS 42 views 4 comments 1 point Most recent by PATRICK COLLINS Services Delivery & Operations -
Do you have a learning community in your LMS (Learning Management System)?Do you have a learning community located in your LMS? If yes, how did you build it and what roles and responsabilities did you define? We have a community platform outside of LMS, but I think keeping…Answered Ana Howes 66 views 1 comment 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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Looking for best practices around NPI for Services / Services Offerings.We would love to receive information on NPI best practices/research in the industry. We want to start crafting our POV but want to research some. Links, articles, or event contacts to speak with will…Answered Justin Friend 58 views 2 comments 0 points Most recent by Jim Bignell Services Delivery & Operations -
How is your CSM team adapted to being VirtualCSM ?CSM role is relationship-based engagement, would love to hear challenges, impact and ideas on ensuring CSM value is not diluted with 100% virtual customer engagment. -
How are you monetizing customer success?Any ideas on customer success portfolio management and how to drive effective monetization or new strategies post COVID-19? -
Are you using Mobile Analytics for your Services Business?By "Mobile Analytics", I'm talking about looking at dashboards or reports or apps on your phone vs booting up a laptop or desktop. Are you doing this? Is it happening outside your field s…Answered ✓ Joe Thomas 32 views 3 comments 1 point Most recent by Joe Thomas Services Delivery & Operations -
How do you allocate the costs of central global education services?For Education groups that provide central global services (Virtual Labs, Collaboration Tools, etc) how do you allocate those costs to your P&L country groups? For example if you have a central l…Answered Bill Hor 41 views 3 comments 5 points Most recent by Bill Hor Services Delivery & Operations -
Covid Impact on Marketing Strategies & Lessons LearnedExplain how your marketing approach has changed during Covid and what lessons have you learned? Assuming most had to refocus their efforts towards digital, will you continue down that route once the …
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Are you providing AR/VR tools to customers so they can perform remote services on their environment?We are actively pursuing a path to deliver AR technologies to our field resources to enhance their ability to deliver services (i.e., break/fix services) in the field to our customers. However, we h…Answered ✓ TraeShattuck 207 views 8 comments 5 points Most recent by Thomas Lah Services Delivery & Operations -
How are you getting buy in from your field team to travel again?Overnight stays and air travel are normal things for Field Service, but with the new normal how do we make our technicians comfortable with hitting the road again?Answered ✓ David Hartley 31 views 5 comments 2 points Most recent by Benjamin Bloom Services Delivery & Operations -
What changes in Services Delivery do you envision persisting long-term?In the post-Covid world most of our professional services delivery has moved to offsite. Do you envision this delivery modality shift to persist long-terml? What are the other big shifts you envisi…Answered Piyush Dogra 160 views 5 comments 6 points Most recent by StevenForth Services Delivery & Operations -
Multiple Languages Static & Evolving ContentHowdy Community! My first post :) I work for a Software company that has grown significantly over the last 5 years. We do an outstanding job IMO on Self-Service solutions for our customers (B2B) - …Answered Luke Morris 24 views 1 comment 0 points Most recent by StevenForth Technology & Services Strategy -
Profitability of the support contractsMay sound like a very basic question, but I am wondering how others are managing the profitability of the support contracts ? Obviously support agents are not dedicated to one contract so their time …Answered ✓ Kirill Markelov 36 views 4 comments 0 points Most recent by Kirill Markelov Services Delivery & Operations -
Regional pricingWhen you're establishing regional price points for bundled outcome-based annuity services, do you typically link the price to foreign exchange rates or regional Consulting/Edu rates?Answered ✓ Jim Bignell 14 views 1 comment 0 points Most recent by MichaelSmart Technology & Services Strategy -
Role for PS RevenueDoes anyone have a role specialized to generate Professional Services revenue. For example, during the sales process the customers gets handed off to a specialist who creates the right success prescr… -
How are you handling employee relocation in this remote working post-COVID world?As we start planning for a 'post-COVID world', we are thinking about a more flexible work environment for our team members on a permanent basis. We will be expanding our remote work programs and maki…Answered Mary Cay Kosten 62 views 11 comments 1 point Most recent by StevenForth Technology & Services Strategy -
Support KPIsHi all, We are doing a mid-year check in support check in with our team and metrics. We're wondering what other support departments are using as target goals for key support metrics Mean Time to Sol…Answered ✓ Courtney Ellis 351 views 8 comments 0 points Most recent by Melanie Gallo Services Delivery & Operations -
Is anyone performing process mining to get insights?Hi Community, I am looking at ways we can mine our processes to see which processes are working as expected and which processes aren't. We are in the process of developing all of our processes in Sig…Answered DavidHarbert 22 views 3 comments 0 points Most recent by Mary Cay Kosten Services Delivery & Operations -
Who owns your knowledge base? Product, Product Marketing, Support, Other?Hi TSIA Community, We're a small but growing SaaS business and all of our knowledge base content to date has been written by our support and services teams. Often, as bonus tasks to their core suppor…Answered ✓ Greg Higgins 60 views 10 comments 0 points Most recent by Greg Higgins Services Delivery & Operations -
What are the key components of a customer success program?Customer success is very different from customer support. The former is focused on understanding your customer's business and how you contribute to their success. The latter is more about your own pr… -
Where does Customer Success "live" within your organization and why?Acknowledging that Customer Success culture should ultimately span the entire organization, when we look at the Customer Success function (the folks ultimately responsible for supporting the customer… -
What are your main areas of focus when it comes to digitizing your service supply chain?I have been leading our digitization efforts for a few years and we have made great inroads on advancing ourselves. Balancing the capture of data and achieving and maintaining data quality standards…Answered Josh Garrison 32 views 2 comments 0 points Most recent by Josh Garrison Technology & Services Strategy -
Team Roles & ResponsibilitiesHello Everyone - I would love to understand how you structure business analysis and product expertise responsibilities within your service's delivery team. Do you expect all team members to have both…Answered Gayle Lassen 136 views 7 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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