TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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Is there a Support tool that stores customer specific info?Is there such a thing as one support tool that accommodates easy access to specific account data (like architecture diagrams). I want engineers working tickets to be able to reference information th…
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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…Gordon Sorensen 63 views 3 comments 5 points Most recent by Gordon Sorensen Technology & Services Strategy -
XaaS Services Delivery & OperationsWhat are the essentials for MSPs or Solution Integrators to be successful in providing services & delivery for XaaS offers ? How do we enable the delivery organization to best deliver for XaaS ?Suresh Kandeeban 39 views 1 comment 1 point Most recent by Carlos Alves Services Delivery & Operations -
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 …Answered Ibrahim Aqqad 141 views 4 comments 2 points Most recent by Alexandre Couto Bagdzius Technology & Services Strategy -
What is the ideal service operations & delivery structure for MSPs to be successful in XaaS World ??Answered Suresh Kandeeban 25 views 1 comment 1 point Most recent by Carlos Alves Services Delivery & Operations
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In regards to working out perf and evaluationsWe have a very simplified format for performance and evaluation of staff, but right now we are having a problem in working out the correct percentages. Please take into consideration that we have mor…Answered Debby Houghton 40 views 2 comments 0 points Most recent by Edly Villanueva Services Delivery & Operations
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What should the compensation % be for sales teams selling services?A good few years back our sales team was compensated more on selling services and also the services aspect counted towards their target revenue. This was changed to having services excluded from reve…Answered David Dixon 89 views 2 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
What is the average NPS for positive customer IT education?I realize that NPS scores range and that anything above "0" is positive. But, what are the industry average NPS scores for corporate software education courses that represents "good&qu…Answered Beverly van de Velde 47 views 2 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations -
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…Answered Junaid 19 views 1 comment 0 points Most recent by Edly Villanueva Technology & Services Strategy
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Are there online community benchmarks?Are there any industry benchmarks around healthy online community forum activities? Specifically: 1) Forum Activity - based on the size of community, how many new questions and new comments occur on …Answered Beverly van de Velde 241 views 8 comments 1 point Most recent by Beverly van de Velde Services Delivery & Operations
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Digital Hesitation - Concept of MSP+ , interestingWas reading the TSIA Digital Hesitation Book and found the MSP+ concept really interesting, we have Managed Services but grouping that with Customer Success , seems a good combo !! https://youtube.c… -
Training for High Performing TeamsHi TSIA Exchange! I have heard from a few members that since their team is very high performing they are prone to internal promotions and need to hire and get new employees up to speed frequently and…Lexi Provost 99 views 5 comments 6 points Most recent by etaylor-beck@relias.com Workforce Management -
How to structure configuration changes/fixesIn the implementation project, a customer-specific configuration is built to connect to customers' systems. For us, often this configuration is complex and sometimes it is used even to cover up the l…Answered ✓ Jaakko 83 views 4 comments 0 points Most recent by Samir Bhargava Services Delivery & Operations -
Is anyone open to talking about how you manage your Support organization?I work for a SaaS company with roughly 60 Support Consultants servicing both B2B and B2C clients, and we're constantly looking for ways to scale the business, streamline processes, deflect cases (pro…Answered ✓ etaylor-beck@relias.com 155 views 3 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations -
How is your Support Department handling sanctions on software?I'm curious to know how others are handling sanctions on software and how it impacts service delivery? Has there been proactive reach to Russian customers? Is there a flag on the contact or account, … -
Career Development for Partner Success Leadership RoleI'm working on my career development plan and trying to identify skill gaps I need to address. I've been searching Linkedin, Glassdoor and job search sites for examples of Partner Success Director, L… -
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…Answered Monica Mallick 263 views 4 comments 0 points Most recent by CA212 Technology & Services Strategy -
Does your organization have a Services Engineering function?Hello TSIA members, We recently established a Services Engineering function to serve as R&D for Services. I'd like to engage/learn/discuss with fellow members whose organizations have a Servies … -
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… -
What methodology do you use when estimating field service calls durations?Scheduling service calls for your technicians in the field can be very challenging. One of the variables to producing an accurate schedule is correctly estimating how long a repair task will take. I…Answered SG_1970 77 views 3 comments 0 points Most recent by Kevin Bowers Services Delivery & Operations -
Average Handle Time (AHT) benchmarksLooking for some input and/or benchmarks on AHT for centers that are in the Technical Software space. Any whitepaper on this would be helpful. Thank you.Answered Francesco DiMauro 97 views 6 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
Professional Services/PM Productivity MeasuresDear TSIA Members, We are thinking about new ways to measure productivity of our PMs in the Professional Services space. We currently consider compliance measures, project count, billability etc. I …
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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…Suresh Kandeeban 56 views 3 comments 0 points Most recent by JaredRaftery Technology & Services Strategy
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Consultant/Professional Services Networking?Hi, any of our fellow consultants or professional services folks want to grab a drink after today’s presentations?Answered MattBlack 35 views 1 comment 0 points Most recent by Edly Villanueva About TSIA Discussions -
What are the most common buyer personas?Any reference articles or documentation on this topic ?Answered Suresh Kandeeban 28 views 1 comment 0 points Most recent by LauraFay Technology & Services Strategy
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CSAT Calculation LogicHi Team, How do you measure CSAT in your organisation ? Any specific formula ? Thanks Imran RazackImran Razack 32 views 2 comments 0 points Most recent by Imran Razack Services Delivery & Operations
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CSM coverageHello TSIA community, I am conducting an internal conversation on how CSMs should cover our top accounts. A key question that emerged is the internal need from some of our business units to have the…
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Phone tree optionsWhat is the 'ideal' number of levels in an IVR phone tree? Thank you.Answered ✓ Francesco DiMauro 23 views 2 comments 0 points Most recent by Carlos Alves Services Delivery & Operations
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Is Customer Success a Path to the C-Suite?I think increasingly the answer is a definite Yes. The charter of Customer Success is expanding in tech companies as they get religion around delivering seamless customer-first experiences & outc…
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Popular Tags
- CX / Customer Experience 6
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- Go To Market Strategy 4
- KPIs 3
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- Marketing 3
- Knowledge Management 3
- Customer Satisfaction CSAT 3
- Monetization / Pricing 2
- Digital Transformation 2
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