TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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Early November Transactional Support Survey Response RateIs anyone else seeing a significant dip in survey response rates for transactional support surveys (CSAT and CES) in the first week of November? Our market is United States healthcare. I'm wondering …Answered David Seaton 56 views 5 comments 0 points Most recent by GailPropson Services Delivery & Operations -
What tool do you use to forecast PS revenue?Hi, I was wondering what tool do you use to forecast PS revenue in an agile way ? thanks -
What do product management services for ISVs (cloud-based/SaaS) cover?Hello members! My company (CSS Corp) has been known as a support services provider but we want to expand our identity to include product management services as well. In that regard, I wanted to know …Answered ✓ DivyaAgarwal 77 views 4 comments 0 points Most recent by steve tennant Technology & Services Strategy -
Data Privacy regulations effects on digital transformation, i.e. Europe and Germany specificHow are you dealing with the data privacy regulations when digitalizing your enterprise solutions? Limiting access do by compliant to user data both internal and customer, not be able to take full us…Answered ✓ Petra Andersson 79 views 2 comments 1 point Most recent by Spencer Hancock Services Delivery & Operations -
Who Should Own Renewals?Is the topic of 'who should own renewals' being debated or controversial within your company? If yes, I'd enjoy hearing how you're going about solving this question. This seems to be a common challen… -
What is preventing your organization from taking advantage of a pricing strategy rooted in value?Many organizations are failing to optimize their customer engagement and are leaving money on the table because they have been unable to implement value-based methodologies. Without having a clear un…Answered Karen Chiang 83 views 10 comments 1 point Most recent by SusanHasty Technology & Services Strategy -
How are you approaching strategic planning for 2021?It is that time of year again, and many of us are developing our plans for 2021. How are you approaching this? What planning frameworks are you using? What goals are you setting? How will you be meas… -
Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines?Are you maintaining Social Presence (e.g. Twitter, Facebook etc) for each of your business lines like Consulting, Support and Training? Or are you maintaining only 1 Social Account for all of them e.…Answered ✓ Alexander Ziegler 28 views 2 comments 0 points Most recent by Carlos Alves Revenue Growth -
Is there a trade off triangle for customer successI have been thinking a lot about tradeoff triangles recently. One classic is the project management triangle of Cost-Time-Quality. I have been reading Software Engineering at Google: Lessons Learned …
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Intelligent Case Routing - What solution are you using?Hello TSIA Community, We are starting to evaluate various vendors for an automated case routing solution. I was curious to know what solutions are you currently using and how satisfied you are with …Answered PatrickMartin 82 views 9 comments 1 point Most recent by PatrickMartin Services Delivery & Operations -
How is your company measuring readiness related to conceptual frameworks/project management?Defining the frameworks is just one step towards managing a large scale project involving several disciplines. What qualitative measures are you utilizing to measure behaviors related to success? -
Adding a platinum level support tier. What do you include in yours?We provide support for an on-premise software platform that is used by a variety of sectors and our customer range in size from SMB's to Tier 1 organizations. We currently have a standard and premium…Answered ✓ ClaireHernandez 103 views 5 comments 0 points Most recent by [Deleted User] Services Delivery & Operations -
What are you doing for yourself and your team to cultivate creativity?Professional services and customer success frequently require creative understanding and solutions to customer challenges. But the pressure to deliver and the isolation of Covid can sap creative ener…
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SWAG Shop & worldwide DistributionHi, we plan to implement a SWAG shop in 2021. The Shop should give the possibility for our employees, customers an partners to purchase SWAG. Either with payment, vouchers or points they earn with pa…Answered ✓ Alexander Mundorff 167 views 4 comments 6 points Most recent by Alexander Mundorff Technology & Services Strategy -
Current Trends with Training EnrollmentsAs we continue to navigate this pandemic, I am curious about what others in the Ed Service field see as far as enrollments? Are there any particular trends that you have noticed throughout the year? …Answered ✓ AlyssaOrtiz 63 views 2 comments 0 points Most recent by Alexander Ziegler Technology & Services Strategy -
Success turning Data into Insights that drives Sales?Would you have a success you can share about converting raw customer data into insights to inform the work of your sales reps and CSMs to drive sales (renewal, expansion, etc.)? I enjoyed participa…
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Solving The Digital Renewal Challenge? (Q&A responses)If you're working to digitize renewals and registered for last week's TSIA Interact, you may enjoy viewing this on-demand session (30 min) entitled, Solving The Digital Renewal Challenge, that I did …
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Are you using Customer Journey Maps in Customer Service and Support?Customer Journey Maps (CJMs) capture the customer's experience as they interact with your product or service. While Process Maps capture the steps in a process from the company's perspective, CJMs ca…Answered ✓ David Seaton 108 views 9 comments 1 point Most recent by StevenForth Services Delivery & Operations
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TSIA Blog: Evolving from a “Do No Harm” company to an “Anti-Racist” companyYesterday we published a blog with the results from our very first survey on DEI, as part of our Rapid Research Response (R3) polls. Here's a link: https://www.tsia.com/blog/evolving-from-a-do-no-har… -
How to convince customers to initiate stalled services projectsI am a Senior consultant working for a product company and I work for PSO(Professional services organisation). We sell services as part of license deals or upsell services individually to existing cu…Srujan Pathakamuri 89 views 9 comments 0 points Most recent by steve tennant Services Delivery & Operations -
Virtual classroom toolsWhat tools are you using to deliver vILTs? I am looking for something that is engaging, innovative and immersive to a degree.Answered ✓ Ana Howes 92 views 11 comments 0 points Most recent by Ana Howes Services Delivery & Operations -
Employee Productivity SuiteWith so many folks now working from home does anyone have knowledge of an employee productivity analytics tool? This is going to sound a bit big brother-e, but I have long thought that a analytics to…Answered Don Carlton 30 views 2 comments 0 points Most recent by Patrick Boyce Services Delivery & Operations -
Data Analytics Tools for the TradeToday with Customer Support we have selected MS Power BI and the primary data delivery/dashboard tool. However, I know there are other Tools like Tableau that are standard and have various advantage…Answered Don Carlton 107 views 8 comments 0 points Most recent by Patrick Boyce Services Delivery & Operations
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Diversity-Enabling Metrics?This is the Q that I raised during Julian Guthrie's keynote at TSIA Interact: "Can you talk to metrics on how having a diverse, inclusive workforce helps to successfully innovate and to navig… -
Diversity and Inclusion Training OfferWe are in the process of re-evaluating our current Diversity and Inclusion training offer for all employees as well as the various leadership levels. What are some of your top recommendations or &quo… -
What are your best practices for increasing renewal rates through the channel?What have you found to be the most effective in enabling renewals through 2 tier distribution particularly given the current climate? -
Learning Subscription RenewalsHi everyone, Does anyone have any consumption benchmarks they can share regarding likelihood to renew a learning subscription? For example, are you seeing that users who utilize the learning subscrip… -
What Customer Success innovations are on your roadmap?I was wondering what kind of CS innovation you are considering these days to drive customer value and reduce churn. I wonder if anybody is leveraging any new technologies or trying any new processes.… -
How to measure self-service rate in the community?Hi All, I would like to know how can I measure self-service rate in the community? is there a industry standard on how this should be done? And is there any benchmark for this measure? Any insight w… -
Feedback CultureGood Day All, I hope everyone is well. Lately, I am hearing a lot of chatter regarding the topic of a "Feedback Culture". I am curious to know if your organization employs the historic annu…Answered ✓ DarrylBenjamin 113 views 6 comments 0 points Most recent by PatrickMartin Services Delivery & Operations
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