TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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How are you nurturing deep collaboration in a Pandemic world?I hope that some of you have found some sort of magical elixir for what I'll call "deep collaboration" during a Pandemic. For context, I'm the TSIA Collaboration Champion for our company, …Answered Joseph Reifel 21 views 3 comments 6 points Most recent by StevenForth Technology & Services Strategy -
Who are some of the most customer-centric B2B companies?I would love to get impressions, opinions, and thoughts on who the most customer-centric B2B companies are. We are launching a CX Initiative ourselves, and we'd love to chat with other companies abo… -
Any best practices how to increase participation in NPS around Digital Learning Offerings?We have seen a lower participation rate in NPS when selling Digital Learning Offerings that are not instructor lead compared to Instructor Lead Offerings. In todays times I would be interested to si…Answered ✓ Alexander Ziegler 85 views 12 comments 5 points Most recent by Katie Lynch-Holmes Services Delivery & Operations -
Renewals Process (do you sign an agreement or just send an invoice)I am really curious about how many companies have a defined renewal process where a customer has to sign an agreement to continue their services. Basically, if they don't sign, an invoice never gets … -
Help getting started with delivery partners in SaaSHi TSIA Community, We're close to the point in our SaaS marketing tech growth in which it makes sense to build a more formalized delivery partner network. We have a decent-sized in-house team with a…Answered Greg Higgins 74 views 2 comments 0 points Most recent by Greg Higgins Services Delivery & Operations -
How does your Education Services business model work with other Service lines?The Education business is always a little different in that it can serve different audiences (internal, customers, hybrid). How is your Education business aligned to other Services (are you pure P&a…Answered Kim Metz 36 views 2 comments 0 points Most recent by Alexander Ziegler Technology & Services Strategy -
How are you using website analytics to align with future business strategies?Hello, TSIA community! I am curious if anyone has seen trends regarding an uptick around eCourses vs. scheduled virtual instructor-led training courses on your website? I assume that some customers p… -
Has your frequency of cash flow analysis changed during this time of COVID?What was your cadence before? Q/M/W? Was the timeliness more driven by effort or interest? At FinancialForce, we used to look at it weekly, we now track cash flow on a daily basisAnswered Joe Thomas 41 views 1 comment 0 points Most recent by [Deleted User] Services Delivery & Operations -
What are best practices in connecting value promises made during sales to value delivered?Marketing, pre sales and sales often make value promises, including providing ROI calculators. What are the best practices in connecting these value promises to the value actually delivered by custom… -
Are you seeing an uptake in digital self service based on the global pandemic?We're focussed as a company on B2B and so far we sell our services and products via face to face reps, on self-service marketplaces and also via channel etc. I'm wondering if anybody is experiencing …Answered ✓ Alexander Ziegler 43 views 2 comments 0 points Most recent by Carlos Alves Services Delivery & Operations
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No Letter in LAER Stands AloneDo you have a question for me related to the webinar topic below? Please ask your questions here If you did not attend the event and would like to access it on demand, click the link below access the… -
Technology & Services 50 Q2 2020Do you have a question for me related to the webinar topic below? Please ask your questions here If you did not attend the event and would like to access it on demand, click the link below access the… -
What is your biggest Analytic Challenge/Biggest Spreadsheet Effort?What is your biggest analytic challenge/struggle? I guess another way to ask is what is the spreadsheet that takes the most effort to generate? I can tell you at FinancialForce our biggest analytic…Answered ✓ Joe Thomas 26 views 4 comments 0 points Most recent by Don Carlton Services Delivery & Operations
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Are you using a Workforce Management System for Support organizations?Hi! We are currently looking at finding a more efficient way to route our incoming cases to our support members and would like to take several factors in consideration: Skill/Capability Workload dist…Answered PatrickMartin 68 views 10 comments 0 points Most recent by PatrickMartin Services Delivery & Operations -
Reporting & Analytics Technology Recommendations?What tool(s) are you using for going beyond basic reporting into advanced analytics and predictive data science? If Gainsight is part of your technology stack, are you using the reporting functional… -
Is your company covering the cost of employee's or 3rd party providers COVID tests?There are customers & jurisdictions that are requiring service delivery personnel to have COVID tests prior to going onto the customer premises. is your company covering the testing cost for you…Answered TraeShattuck 23 views 1 comment 1 point Most recent by StevenForth Services Delivery & Operations -
Support Services productivity through the pandemic...Hi All, I would love to hear how was your support team productivity impacted since the pandemic start. And, what is your top KPI for productivity? Stay well!Answered ✓ Matan Ilan 106 views 7 comments 0 points Most recent by Marcus Suniga Services Delivery & Operations -
When do you expect live classroom training (ILT) classes to return?Looking to see when folks expect ILT classes to return in the US?Answered ✓ James Meikle 63 views 12 comments 0 points Most recent by James Meikle Services Delivery & Operations -
Are you seeing different KPIs for Virtual training vs Onsite ILT?How have the KPIs for end user training changed as we move from Onsite to Virtual ILT? -
As Analysts / Scientists are you utilizing fairness, ethics, accountability and transparency (FEAT)?Please leave a comment if you have thoughts on FEAT affecting machine learning and concerns around the AI space within your work.Answered Ray McLean 22 views 2 comments 1 point Most recent by StevenForth Services Delivery & Operations -
What are the "vital behaviors" of a CSM?Does your company have a prescriptive approach to Customer Success? I'm curious to know if your org has defined a road map of key activities for CSMs to complete on a weekly, monthly, quarterly, or a…Answered ✓ KelseyHunsinger 120 views 3 comments 1 point Most recent by KelseyHunsinger Customer Success -
Services or commercial compromises to keep selling?Have you seen the need to compromise/reduce - either in Service delivery or on commercials - to the current economic climate where sales cycles are longer, buyers may be more cautious and appetite to…Answered Sarah Lowney 22 views 1 comment 5 points Most recent by Christine Sei Services Delivery & Operations -
How are you monetizing customer success?Customer success is a key function in the subscription economy. One can argue it is the key function. It is also getting more and more recognition in all B2B business models. Successful customer succ…
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How are you keeping your staff engaged remotely?Hello Community - With all of our Support Engineers working from home around the globe, it is becoming harder and harder to keep everyone feeling engaged and part of the team. Looking for thoughts an…Answered SteveCloughesy 63 views 7 comments 0 points Most recent by PatrickMartin Technology & Services Strategy -
Should customer success professionals have some form of certification?Customer success is emerging as a core profession, as important as product development, sales or marketing. In such situations, one often finds a number of (potentially competing) certification progr…Answered ✓ StevenForth 52 views 3 comments 2 points Most recent by Alexander Ziegler Customer Success
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Benchmark for effort distributionHi Looking for % effort distribution benchmarks for a professional service project. Phases = Planning, Requirements, Design, Build, and Test Alternately a cost distribution may also help.Answered ✓ Abhay Kale 15 views 3 comments 0 points Most recent by Abhay Kale Services Delivery & Operations -
What new Field Services innovations are resulting from this pandemic?What are some of the more interesting innovations in Field Services occurring these days? And, the most common?Answered StephenSpence 23 views 1 comment 0 points Most recent by John Ragsdale Services Delivery & Operations -
Mental Well-BeingRichard Branson says, "If you take care of your employees, they will take care of your clients." What has your company been doing to promote the mental well-being of your employees during … -
How are you combating the increase in non-renewals of service contracts?Are there new services or deliverables that you are offering to keep customers that are trying to reduce their spending.Answered ✓ David Hartley 26 views 2 comments 0 points Most recent by Gavin O'Leary Services Delivery & Operations -
Is anyone seeing a trend back toward in-person Professional Services delivery?Hi All - Have you seen any indication of trends from clients whether a return to in-person professional services (PS) delivery is anticipated in 2020, or is the sense that clients will expect PS pro…Answered CindyYoung 61 views 5 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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