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How to avoid giving CS away for free
Attendee 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 poli…1 -
Re: What metrics (e.g. KPIs) does your customer success team get measured on?
@John Loiacono TSIA publishes a dataview that provides a list of key metrics for Customer Success and the details on current industry performance on those metrics:1 -
Re: How are you handling employee relocation in this remote working post-COVID world?
@Mary Cay Kosten we did a rapid research response poll on this topic of "very virtual" organizations: https://www.tsia.com/rapid-research-response/dashboard 42% of respondents say they are …4 -
Re: Support KPIs
@Courtney Ellis, in the Support Services research practice, we publish and and refresh the following report:7 -
Re: Outcome Based Thinking
@Chris Wright We took a deep dive on how companies establish an "outcome engineering" capability. https://www.tsia.com/resources/a-primer-for-outcome-engineering-delivering-business-outcome…6