Helping Technology Companies
Grow Recurring Revenue

Rely on ServiceXRG for expert guidance on:

  • Service Delivery Excellence
  • Service Program Development
  • Service Program Marketing & Sales
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About ServiceXRG

We believe that Support and Customer Success are fundamental to customer retention and recurring revenue growth.

Since 2004, ServiceXRG has guided the world’s leading technology companies in their strategic efforts to retain customers, grow recurring revenue, and achieve cost efficiencies through high-quality technical support and service excellence.

We accomplish this through a portfolio of in-depth research studies, published findings on significant service-related issues, and expert coaching services.

Fresh, authoritative, actionable insights for Support leaders

Exclusive Research Report:

Support Transformation: The Guide to Essential Practices and Metrics

Download the ServiceXRG Support Transformation 2021 research report

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  • Support & Service Delivery Excellence
  • Service Portfolio Design
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  • Self-Help & Service Automation
  • Customer Retention
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  • Customer Success
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3 Ways ServiceXRG Helps You Grow Recurring Revenue

Helping you
DEVELOP
your s
ervice programs

Helping you
SELL
your service programs

Helping you
SCALE & DELIVER
high-quality services

Maintain high levels of service excellence
and recurring revenue with

ServiceXRG Membership Services

Engage with ServiceXRG Membership Services for authoritative research, data, and guidance in defining and achieving your desired service and revenue outcomes over the long term.

Choose from 3 success plans that leverage proven combinations of our unique Research, Playbooks, Assessments, Workshops, and Coaching to keep you moving toward your goals.

Latest Blog Posts

ServiceXRG helps technology companies Deliver service programs to support recurring revenue goals.

Support Case Resolution: Are You Missing These 9 Best Practices?

From case open to closure, Support case management and resolution processes must be efficient and effective. Yet case management is the most costly and time-consuming Support process and remains labor-intensive and largely sub-optimized. Improve your processes—and customer value metrics—with these research-based best practices.

modernize your service portfolio to advance your customer success goals.

Is It Time to Modernize Your Service Portfolio?

Modern, well-defined post-sales service portfolios that combine elements of Customer Support and Customer Success can significantly increase your ability to help customers use and apply products; reduce churn; and expand revenue growth. This article will help you to determine the type of post sales service portfolio you need.

2021 Support Demand Forecast

As we start the new year it is important to understand how demand for support will change. The overall IT industry is forecast to grow which will likely lead to increases in support demand. Change in support demand for individual companies will be influenced less by macro-IT spending trends and more by company-specific initiatives to drive new sales and retain existing customers. This article suggests how support demand may change in the years ahead and introduces the factors that will result in changes to demand with recommendations about how to prepare to meet customer needs.

The State of Customer Support 2021

One of the most profound changes to the technology services industry is the clear shift away from selling perpetual product ownership toward a concerted effort to drive customers to subscription-based relationships. As we enter the new year the strategic role of Support must be realigned with overall corporate strategies focused on creating enhanced customer experiences, driving adoption, and maximizing customer retention. This article introduces key observations about how Support is transforming and offers recommendations about support imperatives for the year ahead.

Top Service Challenges for 2021

Welcome to 2021! What do you consider to be the top challenges for your service organization in the year ahead? Hiring, training and retaining staff? Transitioning to a subscription model? Implementing new service technologies? Redefining your service portfolio? Adopting success practices? Satisfying and retaining customers? Expanding revenue?

Service and success leaders much look beyond NPS for true metrics of customer value.

Beyond NPS: Eight Metrics for Support and Success

High Net Promoter Scores as the desired outcome of Support and Customer Success interactions, while positive, is not enough because they it does not connect service delivery excellence with tangible business outcomes.

Here's how tech companies can measure net recurring revenue.

How to Measure Net Recurring Revenue

Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.

Customer success marketing must focus on lifetime customer value.

Success Marketing and Portfolio Management

Technology service programs are evolving to offer new value and benefits such as use and adoption assistance and resources to help attain successful outcomes. As technology service programs change service marketing must evolve beyond selling the initial service engagement and focus on sustaining and growing relationship value.

scale support

Scaling Support Delivery Through Digital Transformation

Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation includes human-assisted, self-assisted and fully automated support transactions. This article defines and introduces key characteristics of the digital transformation to scale support delivery.

Essential Customer Success Activities

Customer Success is a series of interrelated activities performed throughout the customer relationship lifecycle. This article identifies and defines critical success activities.

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