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FOR IMMEDIATE RELEASE
Momentum Builds for Dedicated Support and Maintenance Sales Teams
Companies report significantly higher support sales and renewal rates when using separate teams to sell product, service according to new report from ServiceXRG
Wellesley MA, December 22, 2005 – Service Excellence Research Group, LLC (ServiceXRG), a leading industry resource for support and service industry professionals, finds that while only a quarter of information technology vendors surveyed have established a separate team to sell support contracts, those that do report significantly higher support sales and renewal rates. According ServiceXRG’s recently released report, Support Sales and Renewal Strategies: Best Practices and Performance Benchmarks, companies with dedicated support sales groups report five percentage point gains in “attach” rates, which measure the rate at which support and maintenance programs are sold in conjunction with product.
“Support and maintenance accounts for 37 percent of top-line corporate revenues, yet the vast majority of companies are not optimizing the way they sell support and maintenance contracts,” said Tom Sweeny, Principal, ServiceXRG. “Dedicated support sales teams increase service sales effectiveness, which equates to millions of dollars in ongoing revenue.”
Support Sales and Renewal Strategies: Best Practices and Performance Benchmarks introduces the importance of the Support Relationship Lifecycle and documents the current industry practices for support sales, including incentives paid, sales channels, and renewal rates. In addition, ServiceXRG outlines strategies and best practices companies can adopt to boost their support and maintenance revenues. The full report is immediately available; an executive summary of the report is available for free upon request.
About ServiceXRG
ServiceXRG specializes in helping companies develop and execute service and support strategies that strengthen customer relationships and optimize financial performance from service operations. ServiceXRG’s research provides a balanced perspective of the IT services industry with views from users, service professionals and suppliers to the IT services industry.
ServiceXRG combines years of real-world service industry expertise with a unique ability to collect, analyze and present high quality industry data. ServiceXRG provides custom benchmarking, competitive analysis, customer satisfaction assessment, and a series of reports on industry trends and best practices. For more information, visit www.servicexrg.com.
Contacts:
Thomas Sweeny
Service Excellence Research Group, LLC
978.448.3166
tsweeny@servicexrg.com
Alison Harris
Harris Media Services
207.829.4500
alison@harrismediaservices.com
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