TSIA Administrator's Page

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Dave Canelis joined TSIA Administrator's group
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Services Engineering

This Community of Interest is focused specifically on the dynamics of advancing the services engineering business model for the professional services market segment.
Nov 17, 2013
Jim Heffernan joined TSIA Administrator's group
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Champions in Support Services

TSIA Champions in Support Services is an exclusive, members-only group made up of some of the best & brightest in the industry today. Champions are nominated by TSIA primary contacts in each of TSIA's member companies.See More
Jul 3, 2013
Jim Heffernan joined TSIA Administrator's group
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Partner Mgmt

The Partner Management Community of Interest is focused on effective partner management strategies in both professional and support services. The COI hosts an online forum, annual benchmark survey, quarterly calls, and break-out meetings.
Jul 3, 2013
Jim Heffernan joined TSIA Administrator's group
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Small & Medium Sized Business

This online group allows members to have open discussions on issues specific to the SMB market segment.See More
Jul 3, 2013
Per Yllfors joined TSIA Administrator's group
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Value-Added Services

Welcome to the Value-Added Services Community of Interest for TSIA member companies. Led by TSIA CEO JB Wood, and co-chaired by representatives from CA, EMC, NetApp & Symantec.See More
Mar 18, 2013
Ken O'Reilly joined TSIA Administrator's group
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Champions in Support Services

TSIA Champions in Support Services is an exclusive, members-only group made up of some of the best & brightest in the industry today. Champions are nominated by TSIA primary contacts in each of TSIA's member companies.See More
Mar 11, 2013
mslcamacho joined TSIA Administrator's group
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Value-Added Services

Welcome to the Value-Added Services Community of Interest for TSIA member companies. Led by TSIA CEO JB Wood, and co-chaired by representatives from CA, EMC, NetApp & Symantec.See More
Jan 9, 2013
Kristin Zaccheo joined TSIA Administrator's group
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Value-Added Services

Welcome to the Value-Added Services Community of Interest for TSIA member companies. Led by TSIA CEO JB Wood, and co-chaired by representatives from CA, EMC, NetApp & Symantec.See More
Dec 20, 2012
Dmitry Min liked TSIA Administrator's group Small & Medium Sized Business
Dec 5, 2012
Asaf Tannenbaum joined TSIA Administrator's group
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Social Media Roundtable

The Social Media COI is a member-driven group of service practitioners focused on all aspects of social media. Online group is open but meetings are by invitation (contact Shawn for details)See More
Nov 26, 2012
Craig Adams joined TSIA Administrator's group
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Value-Added Services

Welcome to the Value-Added Services Community of Interest for TSIA member companies. Led by TSIA CEO JB Wood, and co-chaired by representatives from CA, EMC, NetApp & Symantec.See More
Sep 26, 2012
TSIA Administrator liked Arun Chenchugopal's discussion Surveying Social Customers after supporting them on Twitter and Facebook?
Sep 26, 2012
Frank Hinek joined TSIA Administrator's group
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Services Engineering

This Community of Interest is focused specifically on the dynamics of advancing the services engineering business model for the professional services market segment.
Aug 22, 2012
TSIA Administrator replied to TSIA Administrator's discussion Question on lurkers and online community metrics
"I received some informed feedback on this question via email and want to share it with the group. Thanks! The most popular method for "lurker resolution rate" in online communities is a pop-up survey for all community users. Basically,…"
Aug 14, 2012
TSIA Administrator posted a discussion

Question on lurkers and online community metrics

How are companies measuring online community resolution rates for lurkers?While it may be relatively easy to count the number of posts marked as "resolved," or survey community users on whether an answer to the question they posted solved their problem, there are no doubt significant numbers of passive community visitors (who do not post or reply) who have their problems solved by viewing existing community content.How are people measuring resolution rates for these passive users? Thanks for…See More
Aug 14, 2012
TSIA Administrator posted a status
"Great ‪discussion "Will customers pay a premium for an on-shore agent, when standard spt is delivered off-shore?" http://lnkd.in/NRhNeJ"
Jul 12, 2012

Profile Information

Are you a corporate member of the Technology Services Industry Association (TSIA)? Please note: corporate membership is NOT required for participating in this forum
YES - Support Services Discipline, YES - Professional Services Discipline, YES - Field Services Discipline, YES - Education Services Discipline
First name
TSIA
Last name
Administrator
Company
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Level
Director
Primary Job Function
Operations

TSIA Administrator's Blog

What if My Customers Share our Pricing Information in Online Communities?

Posted on April 13, 2010 at 2:00pm 0 Comments

In a recent TSIA webcast on social media & technology services, an attendee asked: “What if our customer’s receive different price points and they interact and share these discrepancies in P2P communities? How do you monitor, deter, and resolve this?


This is a great question, and one that we receive plenty of member inquiries on. The short answer is that in most cases it is perfectly legal for customers to to share pricing information with each…
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Four Examples of Leading Online Communities: SAP, NetApp, Infusionsoft and Pitney Bowes

Posted on April 13, 2010 at 2:00pm 2 Comments

TSIA received the following inquiry from a member company in the enterprise software space: Who is using support communities effectively? What are the biggest communities? What are the important factors in the community experience? Who are the leaders and what are they doing that is industry leading?


To understand which technology companies are leading the way in the online support community space, it is important to describe what success means. It can…
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Are Your Online Community Members Satisfied? Here's a Four-Step Approach to Find Out!

Posted on April 13, 2010 at 12:30pm 0 Comments

This post is in response to an inquiry posed by one of our members (a leading hardware company). The question posed was, "with the exception of conducting satisfaction surveys, are there other methods for determining customer satisfaction with online communities?"


It’s well documented that the top metrics companies track for online communities are visitors/unique visitors, message posts, page views, and new members. But as you know, these metrics are…
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The Balancing Act: Being Social, Open & Protective of IP

Posted on February 22, 2010 at 6:01pm 0 Comments

How do you balance the need to protect intellectual property with the inherent openness and sharing of social media?



The answer is three-fold…

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Tech Services Forum Update - June 14 2009

Posted on June 14, 2009 at 1:00pm 0 Comments

Here's what’s happening on Technology Services Forum:



-- > Featured Forum Discussions

-- > Featured Community Member

-- > Latest Communities of Interest

-- > Spammers get Spanked

-- > 4 Tips You Can Use



-------------------------------------

Featured Forum Discussions

Recently, we've seen some great questions—and answers—come through Tech Services Forum (and some questions are still waiting for an answer). Click on… Continue

Comment Wall (5 comments)

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At 10:58am on April 1, 2010, Kelly Krumreich said…
Hey Shawn,

I wish I could help with that one...a bit out of my area of focus...and I do know that BC is one of our measurement/metric struggles too, based on conversations I've sat in on with my IT and Production peers here in Global Ops. I'll keep my ears open though and check-in on a ny progress we may have made in the last quarter or so.

Cheers!
At 3:53pm on March 25, 2009, jim vasquez said…
>>One problem I am trying to overcome is the simple fact that historically our members don't think of us often enough. They are loyal, but participation (in my opinion) isn't what it could be. I expect the same to be true with online communities.

I sense there are several factors at work here:
1. General age of your community. As a 50 year old, I am only a casual user of MySpace, Facebook, LinkedIn, etc. My 20 and 30 something year old co-workers are the opposite. Yet I am the "average aged" Support Manager in our department. I wonder what the average age is of this Forum's community?
2. Usability. In today's on-line experience, no one accepts non-intuitive interfaces. What I find challenging with our internal deployment of these Web 2.0 tools is that our 1,400 employees are comfortable with Email and static HTML webpages. My goal is to sell them on the additional values of Web 2.0 and the spirit of building communities.
3. First impressions...like any site, if your first impression doesn't exceed expectations then you have a tough time getting someone to re-visit.

So I am doing some small things:
1. I added my "space url" to my internal signature file. As a bill-board to get them interested in clicking to see what my team is doing.
2. Trying to get email and jive to provide an experience where emails are seemlessly linked to the Space, as opposed of receieving an email and forcing the use to hot-link over to the COI.

I am still optimistic but I think we have some time before the momentum takes us over the top.

regards,

Jim
At 12:02pm on March 25, 2009, Ed Romson said…
Thanks for the welcome. This will be interesting,

So you are a Slug alum? Pretty cool to go to a school that has a view of all of Monterey Bay as a back drop. I went to Minnesota where summer was 73.4 hours long. I love it here.

Cheers
Ed
At 11:47am on March 25, 2009, jim vasquez said…
Thank you Shawn. I am promoting an internal Collaboration tool from Jive Software known as ClearSpace and it has the same look 7 feel of your site. (I suspect Jive is also powering your site?)

Audio performance this morning was very poor. I hope that the recorded version is better. If so I will gladly promote it to my associates.

I am very optimistic that this COI will take off!

Best regards,

Jim
At 5:55pm on March 23, 2009, KDLIM said…
Glad to be here and looking forward to a meeting of minds!
 
 
 

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