TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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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… -
Does Community play a role in Customer Success or just Support ticket deflection?Very interested to hear if/how tech vendors are using Communities to support Customer Success, particularly at Digital Scale, vs. as a low cost means of deflecting Support tickets.
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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…Suresh Kandeeban 73 views 3 comments 0 points Most recent by LauraFay Technology & Services Strategy -
Experience with Gainsight Scorecard?I'm interested to hear about experiences using Gainsight Scorecard, and if you feel like you've nailed the measures.
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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? -
Services in the SaaS World – Care to Share your Experience?As SaaS continues to proliferate, the focus on products shifts to solutions, which are delivered via cloud apps that companies “rent”, not own. As much as customers divest software ownership in the S… -
What are some best practices incentivizing customers back on SAAS post churn?Industry standard I have observed are automated 30-60-90 email touches. Anyone found success with other strategies? -
Is there a correlation between CES and Renewals?@JohnRagsdale I think I heard you say in one of the webinars on KM tech stack that CES is a leading (maybe) indicator of renewals? Did I hear that correctly, and if so, can you share any data to back…Answered RUCKUS_KM 28 views 2 comments 0 points Most recent by Doug Caviness Services Delivery & Operations -
Enterprise Learning Agreement" (ELA) TemplateDoes anyone have a redacted "Enterprise Learning Agreement" template that you use with GSI partners that you're able to share? It would include things like training costs, number of ILT sea…Answered Beverly van de Velde 55 views 3 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations -
What is stopping your organization from measuring Customer Success ROI with a dedicated Data AnalystLeveraging data to streamline operations is paramount. Considering only 30% of Customer Success Organizations have a dedicated Data Analyst, what is stopping the other 70% of CS Organizations from im… -
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 ?Imran Razack 111 views 9 comments 0 points Most recent by Lawrence Kaye Technology & Services Strategy -
Measuring Customer Success ROIIs anyone currently measuring their customer success ROI? What have you learned since only about 30% of CS organizations are? Quick Guide to Customer Success ROI -
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 …Poll Markees Williams 69 views 4 comments 5 points Most recent by Markees Williams Technology & Services Strategy
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How has your organization transformed execution of your traditional services offers following the inIn your experiences, does transitioning service models to more outcome-focused or XAAS models also necessitate a shift in the way core/traditional services activities are performed?Answered mllewis 38 views 3 comments 0 points Most recent by Patrick McGowan Services Delivery & Operations -
What competencies do you wish you had identified earlier on?When transitioning from a traditional services vendor to an outcome-focused strategic partner, have any of you identified competency gaps within your organizations that you would have benefitted by i…Answered mllewis 33 views 4 comments 0 points Most recent by Patrick McGowan Services Delivery & Operations
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Who owns the customer specific documentation at your company (configuration-related)In our Saas-business, despite the fact to introducing more and more standard setups, we still have a lot customization's implemented to our customers. Currently, the documentation of these customizat…Answered Sanna Asti 47 views 2 comments 0 points Most recent by Sanna Asti Services Delivery & Operations -
Do you set customer adoption targets for CSMs?Do you set adoption targets for CSMs (either part of their comp or not)? If so, what are they? What do you track? Any other observations or recommendations related to adoption targets?
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Selectable Severity and Severity negotiationWe are launching selectable severity which will give customers the ability to choose severity for their support cases ; this will be a part of our new support offering. While we have clearly defined …Answered SumitBhat 28 views 3 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
Video Conferencing Tool for Technical TrainingHi everyone - I'm exploring a variety of video conferencing tools for our Virtual Training experience. Curious if you'd be willing to share who you use and what you love and/or dislike about the pla…Jacqueline Sell 35 views 2 comments 0 points Most recent by Jacqueline Sell Services Delivery & Operations -
Would anyone have best-practices and/or recommendations regarding measuring TAM workload and impact?Having recently taken ownership of a relatively new Technical Account Managers team and completed a strategic review of the service, there are two key requirements on which I'd appreciate any input. …Answered JF Cadrin-Girard 84 views 1 comment 0 points Most recent by Neal Hatton Services Delivery & Operations -
Non-Inclusive LanguageDell, as well as many other technology companies, has accelerated its efforts to eradicate non-inclusive language in our content and our code. Is anyone else out there working on this that would lik…Answered Mary Cay Kosten 262 views 7 comments 1 point Most recent by Carlos Alves Workforce Management -
Answered Markees Williams 114 views 5 comments 0 points Most recent by [Deleted User] Customer Success
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What metrics (e.g. KPIs) does your customer success team get measured on?How do you track these metrics? Are these metrics tied to CSM compensation? -
Could you please recommend any certification program for Customer Success Manager ?Hi everybody, My name is Didier, I'm a part of the Customer Success Manager Team at Wind River, we are seeking this kind of certification program to get industry recognition beyond our internal badge… -
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-handshakeAnswered Carlos Alves 40 views 1 comment 1 point Most recent by LauraFay Technology & Services Strategy -
How are you measuring Case Deflection?Hello TSIA Community! I am curious to know more about how you are measuring case deflection and/or self-service success. We currently are measuring 2 different measures: 1- % of customers who abando…Answered PatrickMartin 3K views 17 comments 3 points Most recent by Dave Baca Services Delivery & Operations -
Is anyone truly *publishing* micro learning content that rolls up to a course and/or learning path?Since 2007, I and many others have had a vision of being able to deliver prescriptive learning. That's the idea of developing micro learning objects that make up a course. Said another way, it's the …Beverly van de Velde 32 views 1 comment 0 points Most recent by BriannaRuddle Services Delivery & Operations
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When hiring for weekend support which option do you use for the work week?We are in the process of expanding our weekend support and are looking at a couple of options to include in our job description for what the work week would look like. I am hoping that @EdlyVillanuev…Poll Ronald Stovall 53 views 1 comment 0 points Most recent by Edly Villanueva Services Delivery & Operations -
Partner Training Discounts & IncentivesWhat type of training discounts and incentives do you offer to partners who implement your software? Do they just get a standard X% discount off all ILT training? For example, today we offer a 40% d…Beverly van de Velde 23 views 1 comment 0 points Most recent by Maria Manning Chapman Services Delivery & Operations
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Anyone out there calculating Product Pull Through for your Professional Services?Hi, We are working on calculating Product Pull Through that is created by our Professional Services Teams. Anyone else doing this? How are you defining and marking? Are you using all data with averag…Answered MelanieCarlson 360 views 7 comments 0 points Most recent by Tim Cahill Services Delivery & Operations
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