TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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"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 117 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 37 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 36 views 2 comments 1 point Most recent by Amit Raut Technology & Services Strategy
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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 66 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 54 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy -
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SaaS vs Managed ServicesHello community, as the move to cloud accelerates pushing the pace on the digital transformation, we see more and more customers confusing SaaS with Managed services. Any good documentation/presentat…Answered Goncalo Pereira 47 views 2 comments 0 points Most recent by Goncalo Pereira Technology & Services Strategy -
Separation of church and stateYou think it’s important to have a separation of church and state between success and sales? Some would say renewals shouldn’t need to be a sales negotiation! Others would undoubtedly be the first to…
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Training Subscriptions & PartnersDo you handle training subscriptions for partners differently from how a subscription is offered to customers? If so, how? I've heard that partners don't budget $5,000 a year for training (not just …Beverly van de Velde 59 views 4 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations -
Customer Advisory Boards -- lessons learned and best practices?Have you stood up a Customer Advisory Board (CAB) to shape your company's strategic direction, particularly around product, go-to-market and service delivery? I'm interested in hearing learnings and …Answered ✓ Doug Caviness 260 views 7 comments 0 points Most recent by Neal Hatton Technology & Services Strategy -
What are the best hardware support / support newsletters?Interested in learning more about the best hardware/product support and CX in general newsletters. Let me know of any good ones!Answered callmemaisie 86 views 2 comments 0 points Most recent by Neal Hatton Technology & Services Strategy
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Who owns updates to your company’s Service Status page?Hi TSIA Community, Who owns updates to your company’s Service Status page? Support, Engineering, another team? We’re currently deliberating about https://statuspage.splashthat.com/. Thank you!Answered Greg Higgins 141 views 5 comments 0 points Most recent by Neal Hatton Services Delivery & Operations -
Looking for suggestions on Remote Monitoring Alarm ManagementHi, I currently have a home grown alarm management system that we are looking to upgrade. We are deciding to continue to invest in a homegrown system or to fine an "off the shelf" solutio…Answered Sal Conti 84 views 2 comments 0 points Most recent by YazminGutierrezEscoffie Technology & Services Strategy -
Survey QuestionsLooking for input from the community on the below 2 questions: Is there a way to determine what are the right set of questions we are asking through Customer Surveys for Tech support? What should be … -
Teams structure to support High Touch customers?Does aligning Customer Success, Service Delivery, and Support Engineers team members into individual teams aligned to specified accounts, help better support High Touch customers? If so, in what ways…Answered Liz Herron 116 views 1 comment 0 points Most recent by PatrickMartin Services Delivery & Operations -
What percent of royalties to you pay to Authorized Training Partners?I've inherited a program that gives away 80-90% of training revenue to Authorized Training Partners (ATPs) -- even though we provide the eCommerce, registration, course materials, and lab environment…Answered ✓ Beverly van de Velde 135 views 4 comments 0 points Most recent by Beverly van de Velde Revenue Growth
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Any candidate out there for a Community Development Manager role?My team is looking for a solid candidate to either work in Austin, TX or work remotely. Job description and details: https://pef.fa.us1.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/4035/… -
Explicit vs Implicit DeflectionDo people track explicit vs implicit deflections together or separately?Answered GregKeller 612 views 3 comments 0 points Most recent by Edly Villanueva Services Delivery & Operations -
Two Senior Product & Program Manager roles for Services at Schneider ElectricHello Everyone, Just joined this TSIA discussion forum (thanks @LauraFay for the recommendation) & thought of reaching out to the community to see if I could get any pointers/referral for experi… -
How to better Customer Interactions?Hello Everyone, I am looking to answer the following questions/prompts. If you have any advice or resources please let me know.. thank you! 1. You never say "no"-- You do say what you can d… -
Any New Framework for PPDIOO or PBM ?Hi All, Are there any Reports that have updated or refreshed the PPDIOO or the PBM (Plan Build Manage) frameworks? I wanted to connect with folks who are active in this area. Thank you, - raj - -
Time to Onboard Customer ??Hi All, After Customer purchases your service, How long does it take to have first engagement with Customer? How long does it take to on-board the Customer? I would appreciate any inputs, comments …
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Has anyone used Jira for the Agile project management and capacity planning of Curriculum Teams?Hi everyone, We are coming to the close of phase 1 of our implementation of Agile working, using Jira as a project management tool for end-to-end technical training. We have developed a functioning p…Answered LizDodsworth 49 views 4 comments 0 points Most recent by Maria Manning Chapman Services Delivery & Operations -
What equipment changes are you making to support a hybrid workforce of engineers?Engineers can have various equipment needs to be productive: performance computing, display/ monitor requirements, peripheral or hardware connectivity, collaboration tools, etc. Engineer productivity…Answered TommyGlicker 45 views 6 comments 0 points Most recent by Joseph Reifel Services Delivery & Operations -
Is Product Led Growth (PLG) just for SaaS Startups?The strategy can be applied in more places than you think. FYI on the latest from TSIA on the topic. Blog - What is Product Led Growth? Report - Is Product Led Growth applicable to your business? Re…Answered LauraFay 137 views 2 comments 2 points Most recent by LauraFay Technology & Services Strategy -
Getting your Initiative Prioritized on the Product RoadmapProduct roadmap capacity is a hot commodity. There’s high demand from every team advocating for the customer, for revenue and even the pet project. Political capital is spent on it. Can roadmap capac…
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Has anyone stopped charging customers for training? If so, what was the impact?We are revising our education pricing and want to stop charging for the intro classes. I'm curious if anyone has stopped charging. I'm interested to know if more customers took the classes or if t…Answered ✓ ClaireHernandez 103 views 6 comments 0 points Most recent by ShaunAdler Services Delivery & Operations -
Outcomes from digital scale Customer Success?Do you have an interesting story to share about the benefits you've seen and the challenges you had to overcome in building digital scale into your customer success program? I had a recent discussion…
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