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.
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Latest Blog Posts
What do you consider to be the top challenges for your service organization? 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?
How much should you charge for Support? It’s a driving question as your organization seeks to drive recurring revenue growth. And it’s a balancing act. Let’s explore a Support pricing model that’s been shown to work equally well for businesses and their customers.
You have a lot of customer data, but does it tell you everything you need to know about how to engage and sustain long term profitable relationships? ServiceXRG CEO Tom Sweeny explains his three critical customer relationship value metrics — why they matter, how to calculate them.
How do you accurately measure self-service deflection rates? In this post, ServiceXRG CEO Tom Sweeny outlines a highly reliable deflection metric that you can put to work now.
Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.
Today’s customer service leaders are under enormous pressure to deliver high quality service to more customers across a growing number of channels with budgets that are not matching the pace of interaction growth. Facing these constraints, some may find themselves purposely hindering the customer experience (turning off channels, reducing hours of service, or increasing acceptable response time windows) instead of considering an entirely different approach to their costs. Read about why you should really be considering outsourcing right now.
Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a clear shift towards electronic channels.
Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to reduce this demand—and we see two major keys to ongoing Support issue prevention.
The future success of Customer Support relies on the ability of Support to scale to meet growing demand and fulfill an expanded, success-focused mission. Learn about five proven initiatives for scaling Support delivery capabilities.
Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor support case closure practices lead to missed opportunities.