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.

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.

Customer Success Activities

Customer Success is a series of interrelated activities performed throughout the customer relationship lifecycle. Learn about critical success activities and the ones that are used most often.

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.

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.

Top Findings from the Customer Success Practices and Metrics Study

ServiceXRG presents the top findings from its comprehensive Customer Success Practices and Metrics Study.
Learn how to take your customer success initiative to the next level of performance and get your copy of the complete study findings.

Bad Attach? Is There Such a Thing?

If you only care about the first-year revenue from support and maintenance contracts, then any attach is a good attach. If you want to maximize revenue from the support annuity , then contract attach followed by a successful renewal is essential.

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.

Customer Success – Why Services Should Lead

The industry is buzzing with talk of customer success, what does it mean for Services? Service organizations are in a unique position to drive customer success initiatives. Who better than Services to understand the challenges customers face in using products and the gratitude that can be earned by helping them.  It is time for Services to take a leadership role in driving the principles of customer success across the company.

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.

Is it worth competing for Service Industry Awards?

There are a plethora of industry awards and recognition opportunities to provide a means to get recognized for your service initiatives. Is it worth your effort to pursue industry recognition though these awards – here are some of the pros and cons.

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.