Thanks for all your collaboration throughout these years. Please access cutting-edge content and insights about the industry on the TSIA Portal.
Find community updates, getting started tips, FAQs, and other activities, as well as resources that explain how you can use TSIA Discussions
Products & Services Offer Portfolios, Growth, and Delivery
Profitable and sustainable growth challenges
Support & Field, Professional, Managed Services, and Training
A community for Customer Success teams
Collaboration and changes in the hybrid workplace
Are there any industry benchmarks around healthy online community forum activities? Specifically: 1) Forum Activity - based on the size of community, how many new questions and new comments occur on average? 2) What is an average percentage of unanswered questions? 3) What is an average percentage of solutions found /…
My organization is familiar with traditional measures of case deflection rates, however, as we develop better and more proactive strategies, we need to evolve this metric. In previous organizations, I've used an all-inclusive Help Center abatement metric, where we could tie all Help Center sessions/customers to all…
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 final exam with us, for example. However, we are also open to any ideas/suggestions on different ways we can promote and…
Does anyone have recommendations for a firm/consultant/expert who could help with customer journey mapping? First step will be to capture current state for specific segments. Thanks!
What are effective questions to include in a training needs analysis that also serve as a baseline for measuring post-training impact/effectiveness?
What are the best methods/tactics of ensuring on-time renewals beyond traditional methods? - ie. quote out at least 90 days in advance, late fees, auto-renewal, support/license suspension, renewal notices.
Are there industry best practices or benchmarks for how long customers are given to renew after expiration?
Self-service success and implicit case deflection are two of the key performance indicators for self-service, per TSIA's best practices. In order to accurately capture this, you need a pop-up survey on your self-service site that prompts users to indicate whether or not they found what they needed and if they would have…
Hello, as we reach the end of calendar year 2024, a year packed with changes and new trends in the industry, i would like to ask what are for you the most relevant customer support KPIs to take into consideration in 2025 for an organization that handles support cases related to SW products the company sells to its…
Are there any classifications that you consider non-productive effort? How do you drive prioritization for billable work vs support for NPI, pre-sales? Whats a good billable time target to consider?
It looks like you're new here. Sign in or register to get started.
“Use this space to add a Customer Spotlight by telling the customer's story using their unique language, share what problems they experienced, and how they conquered it by using your product(s).”
