TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
-
![[Deleted User]](https://wd.vanillicon.com/v2/deb06a4005e2a7b17654c466e0c5f4a4.svg)
Does selling outcomes (vs SKUs) give more pricing power?We’ve been talking about taking out the complexity of doing business with our respective companies and doing that by selling outcomes instead of individual products and services. This helps our custo… -
Has anyone on here read "Digital Hesitation" yet? Thoughts?Heard JB and Thomas talking about "Digital Hesitation" on the TECHtonic podcast. Have you read it yet? What stood out to you?JasminePilar 206 views 3 comments 0 points Most recent by Doug Caviness Technology & Services Strategy -
I'm looking for a unicorn... I mean... a Services Operations Manager, anyone interested?I'm hiring someone to help us transform our services operations. This is a dynamic role that demands creativity, vision, flexibility and a love for Professional Services. Learn more: http://app.jobvi…Answered MKorzun 74 views 1 comment 0 points Most recent by [Deleted User] Technology & Services Strategy -
Need Input Trying to Understand the Customer Expectations When Buying and Renewing SaaS ProductsHi! Three questions to help understand the customer expectations when buying and renewing SaaS products. Through direct sales channels, do customers prefer to buy hosted or on-prem offerings? Do cus… -
Partner led CSAn attendee from Interact has the following question: When selling XaaS solutions through a tier 2 distribution model, what have you seen put in place with Partners to successfully drive adoption of … -
Are most XaaS partnering models built from the ground up or transformations of existing programs?With the growing market of XaaS and traditional product vendors making the accelerated shift to software sales, are most of the vendors transforming their existing programs to accomodate XaaS or are … -
Limiting Support Offering if Architecture not to a certain standard?Hello all, Unusual one this one, but wondered if any of you had experienced/used an approach where if a customer does not have a solid architectural set up you restrict the level of support service … -
Who manages the service offer at your organization? -including Customer Success, Support, ConsultingWe are a $1b revenue company with 4500+ employees. As we are building our own practice of the service offer management (including Customer Success, Support, and Consulting) I wonder how other organiz… -
How are companies managing / enforcing licensing entitlement?Today we enforce licensing using Flexera with enablement activated from the cloud. It’s a bit complicated when you’re dealing with software that gets installed on industrial servers behind many firew… -
QA for call/chat/email quality reviewHello, I'm wondering if other organizations have QA teams who review your Support teams' interactions with clients. If you do have a team who reviews, scores, and provides feedback on support cases/t…Answered ✓ etaylor-beck@relias.com 79 views 3 comments 0 points Most recent by etaylor-beck@relias.com Services Delivery & Operations -
Certification and the ChannelFor TSIA members: Do you require partners to obtain certification to qualify for your company’s channel partner program? And, if so, does the number of certified individuals and/or depth of certific…Answered Lawrence Kaye 83 views 2 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
Do you know a Managed Services benchmark to validate what is the average indirect costs?Average Indirect Costs in the Shared Managed Services contracts can be related to human or others costs that are needed to deliver the service agreements.Answered Jose Tiago 37 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
How to avoid giving CS away for freeAttendee from Orlando wants to know how to prevent sales reps from giving away CS for free. Couple of quick tactics: Have clearly defined CS offers that do have defined prices. Clear discounting pol…
-
Personal vs. Impersonal Customer ExperienceAn attendee asked the following question: Digital customer experience is inherently impersonal. How do we balance that with the goal to achieve trusted advisor status, to know our customer better th…Thomas Lah 108 views 1 comment 0 points Most recent by Doug Caviness Crafting Compelling Digital Experiences
-
What did you think about the Pathway Crafting Compelling Digital Experiences at TSA World: Interact?I hope you took away some actionable insights from the Pathway Crafting Compelling Digital Experiences at TSA World: Interact, May 16-18. Create the right experience, from the first touch, through sa…LauraFay 65 views 2 comments 0 points Most recent by Josh buckley Crafting Compelling Digital Experiences -
SubtitlingHave you seen solutions for real-time subtitling for meetings and conferences? -
Any thoughts on the TSIA World Pathway: Creating Viable XaaS Offers (Orlando 2022) ?I hope you took away some actionable insights from the Pathway Creating Viable XaaS Offers at TSA World: Interact, May 16-18. I, and the pathway speaker, would love to know your questions, observati…
-
What best practices are being used to schedule customer calls?This time of year can be a bit hectic for most companies in our industry. We are planning goals for the year and trying to be strategic when deciding the best way to reach prioritized business outco… -
![[Deleted User]](https://wa.vanillicon.com/v2/a9bca99ef8bf9bbc51dde0d0fb64c068.svg)
Virtual New Hire Training in a Remote WorldWith the uncertainty of when/if/how we will return to the office. How do you find yourself leveraging existing tools or new tools to properly train and integrate new hires? We are really honing in ou…Answered ✓ [Deleted User] 104 views 7 comments 0 points Most recent by [Deleted User] Workforce Management -
Will freemium fundamentally change sales?Since customers will be able to learn about and use software before committing dollars to it, sales doesn't have the role of 'information source' or even 'closer' (read: helps get past obstacles) for…
-
Service & Delivery Leaders: What are your creative strategies to keep your valued employees?With inflation pressure high and the difficulty in providing salary increases to keep up, it’s likely companies will continue to experience a continuation of the Great Resignation that we saw in 2021…Answered Edly Villanueva 74 views 2 comments 0 points Most recent by Joseph Reifel Services Delivery & Operations
-
Which CRM has proven its worth with your CS Organization?What is the most effective CRM that your (CS) organization uses? Some would say Gainsight! Others may prefer Totango or Whatfix! What do you say? What do your CSMs appreciate the most about it's func… -
"Service Catalogue" - is there a better name for our catalogue of packaged service offers?For years we have been listing our packaged service offers in a catalogue that we call our "Service Catalogue". (This is internal for now but will eventually be customer facing.) We are now… -
Who "supports" demo environments for Sales demonstrations?Which department should be responsible for supporting the demo environments/instances that Sales uses to demonstrate to prospects? I have my own [very strong] opinion 😃 but would be curious to hear w…PatrickHurley 119 views 4 comments 1 point Most recent by Jonathan Corrie Services Delivery & Operations -
Any suggestions on how best to leverage vertical expert channel partners?Our business mostly deals with indirect channel and includes many vertical expert channel partners. As we plan to transform the as-an-asset to as-a-service, how best to leverage the vertical expertis…Answered Amit Raut 30 views 3 comments 0 points Most recent by Jonathan Corrie Technology & Services Strategy -
What is the best strategy to Pilot a subscription offer if the customer base is mostly SMB?By way of segmentation, it is becoming clear that our customer base is mostly SMB. If there were key Enterprise customers avaiable, the pilot exercise would be focused on couple of those accounts. wh…Answered Amit Raut 38 views 2 comments 1 point Most recent by Amit Raut Technology & Services Strategy
-
What was your criteria for selecting an Integration Platform (Boomi, Tibco, Mulesoft)?There are plenty of iPaaS solutions in the market so I would like to know 1) how did you select your solution 2) what's your satisfaction with the solution you chose 3) Is there anything you wished y…Answered ✓ YazminGutierrezEscoffie 57 views 2 comments 1 point Most recent by YazminGutierrezEscoffie Technology & Services Strategy -
Was your CSM's Evacuation due to the Compensation Conversation?With the attrition rate for CSMs on the rise how important do you think compensation is? Some would say that CSMs across the technology sector are underpaid. Others would be quick to acknowledge th…
-
How rapidly does your company disposition enhancement requests?When customers submit product enhancement requests, they should be dispositioned (ie ruled on and decided go/no go) in order to avoid the customer perceiving that their request went into a "blac…Answered Neal Hatton 55 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy -
Categories
Popular Tags
- CX / Customer Experience 6
- SaaS Support Models 5
- Talent Management 4
- Service Offers 4
- Customer Training 4
- Sales 4
- Go To Market Strategy 4
- KPIs 4
- Marketing 3
- XaaS / SaaS Revenue 3
- Knowledge Management 3
- Customer Satisfaction CSAT 3
- Monetization / Pricing 2
- Metrics 2
- Customer Success 2
- Digital Transformation 2
- Digital Experience 2
- Customer Renewal 2
- Partner Program 1
- NPS 1
- survey 1
- Value Management 1
- Technology Services Product Management 1
- Product Roadmap 1
- Proactive Support 1
Go to the TSIA Portal for more information and insights.