Get Ready for Success

If you are ready to take your Support organization to the next level of performance, we can help. We have the tools, insights, and expertise to help you transform Support in to Success.

The Future of Support is Success

Closing the case is not enough. Achieving target NPS is not enough.
Support alone is not enough to retain and grow customer relationships. Ready or not, the future of Support is Customer Success.

Accelerate Outcomes

ServiceXRG offers comprehensive plans to help you define and achieve tangible service outcomes quickly and cost effectively.

Retain and Grow Revenue

To grow relationship value, you must be able to retain existing relationships.

Beyond Deflection – What to Do with Your “Savings”

Self-help and service automation (e.g. chatbots) provide a means to save money and lower the overall costs of service delivery.  Consider however that savings from deflection represents an opportunity to reinvest to improve service outcomes by reallocating staff to high value activities (e.g. onboarding, adoption, retention, expansion, etc.).  This article introduces the top opportunities to reinvest in service.

Retention is Paramount – Make it a Strategic Priority!

If there is one service performance indicator to steer by it is RETENTION. You can have plenty of satisfied customers but still not grow, but you can’t grow unless you retain the customers you have.

Less NPS / More High-Touch Understanding

We have become too dependent on electronic surveys and NPS/CSat scores to tell us that our customers are okay. These are fine indicators but do not always tell us why we lose customers. Frankly many of the customers we lose may never have shared feedback through voice of the customer campaigns.

To mitigate churn, we need to dig deeper to understand why a customer stops (or never starts) using a product or why they do not perceive value from the services they pay for.

The best way to do this – pick up the phone or visit your customers and listen to their concerns! Don’t wait for customers to cancel before engaging them.

How We Keep Customers

Not every relationship can (or should) be retained, but if you listen carefully enough you will find that you can address many top churn factors.  Onboarding, adoption, success planning and account management are all powerful tools to mitigate risk factors.

Principles and practices of customer success are taking us in the right direction with an emphasis on retaining existing relationships. We need to make certain that we avoid the temptations to rely too much on tech-touch and keep personal channels of communication open with customers – especially the ones we do not hear from on a regular basis.

The Bottom Line

Retention of both relationships and revenue are critical indicators of business health.  Understand retention levels and underlying factors that influence them. Retention is paramount – make it a strategic priority!

Why Your Customers Don’t Renew Service Contracts and What You Can Do About It

Why aren’t you renewing more of your service contracts. The most common reasons for non-renewal are: Lack of perceived value; a customer stops using your product; a product reaches maturity; or poor service quality. Non-renewal is also caused by poor renewal practices. This article introduces the top reasons for non-renewal and offers practical advice for how to improve renewal rates.

The SaaS Report announces its Top Women Leaders in SaaS of 2018

Tuesday October 30, 2018

The SaaS Report (TSR) announced its Top Women Leaders in SaaS of 2018. TSR received over 3,500 nominations on behalf of hundreds of women leaders. Leadership was assessed across several key areas including integrity, intelligence, drive, company culture, and company growth, and  other areas.

Among those recognized is Jennifer MacIntosh, Vice President of Customer Experience at Coveo Software.  Many of you may know Jen, for those that do not she is a technology services icon and thought leader.  Congratulations to Jen and all who are recognized.

The Convergence of Product Management and Customer Success?

Wednesday October 22, 2018

Gainsight announced that it has signed an agreement to acquire Aptrinsic.  The acquisition offers capabilities to help product teams figure out which features to add or enhance based on customer adoption and usage insights.

It makes sense to integrate the teams that help customers use products with the team that can provide the features customers need most to be successful.

How to Define and Measure Deflection

Using an accurate measure of deflection is imperative. If not measured correctly it is easy to overstate the impact of self-help and service automation on assisted support demand.

The average rate of case deflection within the technology industry is 23%. This article defines deflection and provides a step by step guide to implement a reliable deflection metric.

How IBM Support Uses Watson

This Service Innovation profile highlights IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support.
Through the Service Innovation Series, ServiceXRG highlights examples of innovative approaches to achieve service excellence.

Are you organized for Customer Success?

Coordination and cooperation across customer facing departments makes good business sense. So why aren’t more companies creating unified post-sales organizations? ServiceXRG examines the current state of Service and Sales cooperation and the forces at work that are driving organizational transformation. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.

Post-Sales Organizations are Broken

Organizational silos create barriers to customer success by inhibiting the levels of coordination and cooperation necessary to retain and grow customer relationships. If you cannot achieve the necessary level of inter-department cooperation within your current post-sales organizational structure it’s time to tear down your silos.

Optimizing Service Outcomes with Channel Partners

Technology vendors that rely on partners to perform critical service functions must have a well-defined and executed channel strategy to maximize service sales effectiveness and sustain customer loyalty. This article outlines the steps necessary to optimize services through channel partners and introduces several research studies for channel management best practices.

Benchmark

Choose a self-assessment to compare your capabilities to industry practices. Receive immediate recommendations to transform and optimize. Need help with an assessment? Please contact us to learn about our Guided Assessments.

Customer Success HealthHow mature is your Customer Success initiative? Are you a market leader or just getting started? Evaluate your current Customer Success practices to learn your Customer Success Health Score.

Service Contract RenewalHow effective are your service contract renewal practices? Are you leaving money on the table? Do you know why customers cancel service contracts? Take this assessment to see where your renewal practices stand and learn how to maximize service renewal performance.

Customer Success Management How effectively do you engage new customers? Do have a formal onboarding process? Do you help customers plan for success with your products? Do you monitor customer health? Take this assessment to see where your practices stand and learn how to maximize customer success management.

Customer EngagementHow effectively do you engage new customers? Do have a formal onboarding process? Do you help customers adopt and succeed with your products?

Service Delivery Are your services efficient and effective? Evaluate how your service delivery capabilities compare to industry practices.

Customer Relationship Growth (Upsell) How well do you retain customers, grow relationship value and minimize churn? Compare your growth and retention practices to industry practices.

All Assessments Learn more about additional in-depth assessments.

Adopt Best Practices

Select from the following practices areas.

Customer SuccessThe Customer Success Operating Model is a framework that defines the processes and procedures necessary to engage, retain and grow customer relationships through service excellence. The model consists of the following Success functions: Customer Engagement, Service Delivery, Customer Retention, and Relationship Growth.

Customer EngagementValue Proposition Definition, Service Portfolio Development, Sales Enablement, Onboarding, Success Planning, Setting Expectations

Service DeliveryPrevent Issues, Manage Entitlement, Be Proactive, Enable Customers, Drive Adoption, Manage and Resolve Cases

Customer Retention and Growth Sustain Relationships, Measure Satisfaction, Achieve Success, Secure Renewal Grow Relationship Value, Understand Objections

Accelerate Outcomes

ServiceXRG offers comprehensive plans to help you define and achieve tangible service outcomes quickly and cost effectively. Choose from one of the outcomes below or let us customize an outcome accelerator for you.

Engage New CustomersDefine and execute effective customer engagement processes to maximize adoption and success rates and establish a foundation for long term relationships.

Optimize Customer Success ManagementImplement and optimize effective Customer Success Management practices. Maximize product adoption and success to sustain recurring revenue streams.

Enhance Service DeliveryImplement delivery strategies that maximize efficiency and effectiveness and yield high levels of customer satisfaction. Build delivery capabilities to sustain customer relationships and meet business financial performance goals.

Increase Service Renewal RatesMaximize service renewal rates and sustain recurring revenue streams for service contracts. Mitigate reasons for contract cancelation and develop opportunities to expand relationship value.

Increase Customer RetentionMaximize customer retention by reducing factors that create churn and lead to cancellations.

Grow Relationship ValueBuild upon successful customer relationships to expand and grow relationship value.

Increase Customer SatisfactionIncrease customer satisfaction and NPS through the identification of the top issues that cause dissatisfaction and the prioritization of corrective actions.

More OutcomesClick for additional Outcomes and remember that we will be happy to work with you to customize an Outcome Accelerator Plan to meet your specific needs.

Gain Insights

View PlaybooksPlaybooks provide step-by-step guidance and essential insights into the definitions, practices and performance metrics surrounding critical Customer Success and Service activities.

Latest Research ServiceXRG conducts ongoing studies of the significant issues that shape the technology service industry. The results are published in comprehensive research reports.

Read Industry News and InsightsWhen something newsworthy happens in the technology services industry we will be sure to cover it. Make sure that you have join our mailing list, so you can stay up to date on industry events.

View Company Profiles[Members Only] In-depth analysis of support portfolios and customer success offerings, pricing and policies.

About ServiceXRG

Service Excellence Research Group (ServiceXRG) helps companies retain customers, grow revenue, and achieve cost efficiencies through service excellence. Founded in 2004, we work with the world’s leading technology companies to transform and optimize service outcomes. We offer a portfolio of in-depth research and expert coaching services to help companies pursue Service Excellence and embrace Customer Success. Learn more about ServiceXRG.

The Pursuit of Service Excellence

Service Excellence is the achievement of the maximum possible benefit from service delivery as measured by the retention and growth of customer relationship value. Service excellence is achieved by coordinated service and customer success initiatives to engage, serve, and retain customers. Service Excellence Research Group provides companies with the research, insights, and expertise to define, measure and attain Service Excellence.

Customer Success – Are you Ready?

Customer Success has profound implications for the ways that companies engage, serve, and retain customers. No matter where you are in your Customer Success journey we can help. Click on the following links to learn more:

Understand the differences between Customer Success and Support
Review the steps and milestones required to implement Customer Success
Assess your current success-focused capabilities and practicess
Explore the Customer Success Operating Model

Customer Success – Are you Ready?

Customer Success has profound implications for the ways that companies engage, serve, and retain customers. No matter where you are in your Customer Success journey we can help. Click on the following links to learn more:

Understand the differences between Customer Success and Support
Review the steps and milestones required to implement Customer Success
Assess your current success-focused capabilities and practicess
Explore the Customer Success Operating Model

Retention – Your North Star Metric

If there is one service performance indicator to steer by it is RETENTION. You can have plenty of satisfied customers but still not grow, but you can’t grow unless you retain the customers you have. How well do you retain your customers? Click on the following links to learn more:

Learn why customers don’t renew
Review the best practices for customer retention
Assess your current renewal capabilities and practices
Develop a plan to increase customer retention

Retention – Your North Star Metric

If there is one service performance indicator to steer by it is RETENTION. You can have plenty of satisfied customers but still not grow, but you can’t grow unless you retain the customers you have. How well do you retain your customers? Click on the following links to learn more:

Learn why customers don’t renew
Review the best practices for customer retention
Assess your current renewal capabilities and practices
Develop a plan to increase customer retention

Customer Engagement - The key to long term profitable relationships

The way that you engage customers is as important as how you serve them. Far too often new customers are left in the dust. Closing a new account is great but making them successful is imperative. How do you treat your new customers? Click on the following links to learn more:

Review best practices to engage customers

Learn what it takes define and manage customer success
Assess your current customer engagement capabilities and practices
Implement a customer engagement plan (Onboard, Adopt, Success)

Customer Engagement

The way that you engage customers is as important as how you serve them. Far too often new customers are left in the dust. Closing a new account is great but making them successful is imperative. How do you treat your new customers? Click on the following links to learn more:

Learn what it takes define and manage customer success
Review best practices to engage customers
Assess your current customer engagement capabilities and practices
Implement a customer engagement plan (Onboard, Adopt, Success)

Service Delivery Excellence – The driver of satisfaction and source for customer insights

Each interaction is an opportunity to learn from customers and to strengthen your relationship with them. Delivering services can be costly, but when done correctly will yield significant positive returns. Have you achieved service delivery excellence? Click on the following links to learn more:

Review the best practices for service delivery
Request a custom assessment of your service delivery capabilities
Develop an Enhanced Service Delivery plan

Service Delivery Excellence

Each interaction is an opportunity to learn from customers and to strengthen your relationship with them. Delivering services can be costly, but when done correctly will yield significant positive returns. Have you achieved service delivery excellence? Click on the following links to learn more:

Review the best practices for service delivery
Request a custom assessment of your service delivery capabilities
Develop an Enhanced Service Delivery plan

ServiceXRG – Committed to Your Success

We apply a customer success approach to our services. We work with you to understand your needs and expected outcomes; we develop a customized success plan and offer insights and expertise through workshops and coaching to help you achieve your goals. Please review our offerings and capabilities:

  • Service Success Plans customized to help you define and achieve your desired outcomes.
  • Assessments to identify strengths and weakness of your current capabilities with recommendations to optimize and transform.
  • Proven practices and methods to define end-to-end operational excellence.
  • Playbooks to guide you to success.
  • Coaching to apply our expertise to help you and your team to accelerate results and minimize risk.

Contact us and let’s discuss your plan for service success. Visit our complete list of services and membership programs.

Committed to Your Success

We apply a customer success approach to our services. We work with you to understand your needs and expected outcomes; we develop a customized success plan and offer insights and expertise through workshops and coaching to help you achieve your goals. Please review our offerings and capabilities:

  • Service Success Plans customized to help you define and achieve your desired outcomes.
  • Assessments to identify strengths and weakness of your current capabilities with recommendations to optimize and transform.
  • Proven practices and methods to define end-to-end operational excellence.
  • Playbooks to guide you to success.
  • Coaching to apply our expertise to help you and your team to accelerate results and minimize risk.

Contact us and let’s discuss your plan for service success. Visit our complete list of services and membership programs.

Stay Connected, Stay Informed

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