TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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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 41 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… -
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 55 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 233 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 81 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 138 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 86 views 2 comments 0 points Most recent by YazminGutierrezEscoffie Technology & Services Strategy -
Does anyone have any advice on how to incentivize certification exams?We are trying to increase our exam intake and I would be interested to know of different ways people do this. One idea we have is to provide discounts for people who are about to take their 2nd or fi… -
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 115 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 116 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 567 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 44 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 41 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 131 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 98 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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How often do you revise Support Services pricing?There is plenty of information and strategies to consider on how to price Support Services. What I see far less of is how often organizations are revising Support Services prices, and by how much. Do…Answered BrianFady 114 views 3 comments 0 points Most recent by SteveCloughesy Technology & Services Strategy -
Has anyone found a way to effectively visualize the fly wheel effect in Tableau or other softwareHi, I am trying to effectively visualize a flywheel effect multiple levels deep(i.e. as x grows, y grows, then z grows) with relationships with a very, very large set of data. Anyone find an effecti…Answered MelanieCarlson 63 views 2 comments 0 points Most recent by Edly Villanueva Services Delivery & Operations -
Digital touch Customer Success approach (1000+ customers)Hi, TSIA community! We are planning to set up an automated workflow (using the CSM platform) with no personal interactions. Our product portfolio does not have a usage statistics feature and it will …Answered Pavlo Poliahushko 272 views 6 comments 0 points Most recent by Doug Caviness Customer Success -
What are the best practices for partnerships with Product Management and Education Services?I'm looking to offset training content development resources to report into product management, but who will have a dotted line reporting to education services. I'm curious to know if anyone else is …Answered Beverly van de Velde 52 views 2 comments 0 points Most recent by StevenForth Technology & Services Strategy
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Frequency of surveysHello, as part of our focus on customer experience, surveys play a very important role. One question that always comes up is the frequency of the surveys. From your experience what would be considere…Answered Goncalo Pereira 131 views 11 comments 0 points Most recent by Kevin Bowers Customer Success
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What are best-in-class benchmark for deployment times for XCaaS deployment?Dear Members, Any insights on XCaaS deployment time benchmarks will be helpful. Assuming an enterprise customer with >$5K MRR and multiple US sites: 1) What is the industry benchmark for how long …Answered DivyaAgarwal 53 views 2 comments 0 points Most recent by JP Azurin Technology & Services Strategy -
What is Product Led Growth (PLG) and is it relevant to B2B?What is Product Led Growth (PLG) and is it relevant to B2B? This is a topic that has come up in a number of my conversations of late and I wanted share in case of interest. This is really about the d…
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