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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Reports & Research

Get privileged access to our deep content library, covering topics including:

  • Support & Service Delivery Excellence
  • Service Portfolio Design
  • Service Sales & Marketing
  • Self-Help & Service Automation
  • Customer Retention
  • Service Revenue Growth
  • Customer Success
  • Pricing

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

Make service outsourcing a priority for 2021.

GUEST POST: Service Outsourcing Should Be at the Top of Your 2021 To-Do List

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.

Best Practices and Metrics for Assisted Support Delivery

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.

Know the 2 keys to preventing support issues

The 2 Keys to Preventing Support Issues

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.

Scale Support delivery by taking these proven actions.

Take These 5 Proven Actions to Scale Support Delivery

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.

Poor support case management leads to missed opportunities for increased recurring revenue.

Poor Support Case Management Practices = Missed Opportunities

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.

Technology providers must optimize multi-vendor support.

Optimizing Multi-Vendor Support Collaboration

Technology is complex. When something goes wrong it can be difficult to sort out which component is at fault and which vendor is needed to assist with the troubleshooting and resolution. Formal, multi-vendor support collaboration is essential to optimizing issue resolution.

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.

Read ServiceXRG's 2021 Support demand forecast.

Our 2021 Support Demand Forecast

How would you rate your visibility into future Support demand?  As you start the new year—AND as you navigate from Q1 through Q4 and into 2022, your understanding of how demand for Support will change is critical to planning, both short-term and long-term. Drawing from extensive research we recently conducted and published, here’s our 2021 Support demand forecast.

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.

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