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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.

Customer Experience vs. Customer Success – Similarities and Differences

The terms Customer Experience (CX) and Customer Success (CS) are commonly used within the service industry. Sometimes CX and CS are used to describe the same or similar things and other times to describe complexly different actions, activities and outcomes. This article offers definitions for each term and identifies similarities and differences between CX and CS.

5 Principles for Service Success in 2020 and Beyond

There are many approaches to achieve service success and each company must chart its own unique course. Regardless of the path, there are five principles that all companies must embrace. Every company must have an established CX plan, attainable goals, well-defined service programs, optimized service capabilities and the means to measure and improve performance. These five principles establish the foundation from which to define, execute and achieve tangible, positive service outcomes.

Using Net Recurring Revenue to Identify Customer Service Opportunities and Risks

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.

The Journey to Customer Success

The term Customer Success seems to permeate the industry with nearly every company engaged in some type of success initiative. The focus and awareness of Customer Success is timely and refreshing. This does not imply that technology companies have not been focused on making customers successful in the past, but this emphasis on Customer Success creates a new level of awareness and commitment to truly impacting customers’ ability to derive benefits from technology. Customer Success has profound implications for the ways that companies engage, serve, and retain customers.
This article introduces four key milestones to help you define essential Customer Success capabilities.

Support Imperative: Track and Report Defects

Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.

Segment your Customers

Your customer base contains a diverse population of customers each with distinct needs and expectations. Implementing an effective service segmentation strategy will improve service sales, increase customer retention rates and create opportunities to offer new and expanded services. Here are tips for developing a service segmentation strategy.

6 Ways to Apply AI to Technical Support

The logical evolution of Support is to focus more effort on developing and sustaining long term profitable customer relationships. Many Support organizations want to be more customer-success focused, but few have the capacity to change. To make this transition, Support resources need to focus on high value activities such as helping customers adopt and succeed with the products they purchase. AI is a critical catalyst to enable this inevitable Support transformation. This article introduces 6 ways to apply AI to technical support.

Moving Beyond Industry Average Renewal Performance

Industry average performance is not good enough.  To maximize support and maintenance contract revenue you need a clear picture of your current situation or a plan to understand and mitigate attrition.

Strategies for the Successful Transition to a Subscription Model

To successfully embrace subscription licensing models companies must adopt a subscription mindset. this article introduces the strategies and practices to make the successful transition to a subscription model.

Support Demand: Problem or Opportunity?

Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. What distinguishes support as good or bad is based on how you respond and what you learn from each customer interaction.

About ServiceXRG

Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand 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:

Customer Success Defined

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 practices

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:

Customer Success Defined

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 practices

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:

Net Recurring Revenue

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:

Net Recurring Revenue

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.

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