Sign up for the latest service industry research, insights and news.  Just the facts – no spam.

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.

Six Steps for Developing a Social Media Strategy for Support

Developing a social media strategy for Support does not mean that the organization will have to commit significant resources. Social media strategies can begin with a very passive approach, such as monitoring communities and learning from customer discussions. The key is to develop a strategy that makes sense based on well-defined business goals and realistic resource constraints. It’s better to start small than not start at all.

Why Can’t You Close More Cases at First Contact?

What percent of cases can your Support team close at first contact? The industry average rate across all customer segments and product types is 53.7%. Some support groups close cases at higher rates while other groups close cases at first contact at far lower rates. The question every support team should be asking is “Can we close more cases at first contact? If not, why?”

This article introduces the top inhibitors to closing case at first contact.

Beyond Service Metrics – Focus on What Really Matters

If you are an executive at an information technology company you have a lot to think about on a day to day basis, but there are 5 more things that you need to be aware of.
Your service organization is an incredible source of metrics and measurements that describe ongoing interactions with your customers. They can tell you about the top concerns of your customers, the challenges they face using your products and the features they want to see in the future.

Service interactions with customers offer a wealth of insights into how to sustain and grow customer relationship value and create opportunities to differentiate your products. Of all the metrics your service team tracks there are 5 important areas that you should key a close eye on.

First Contact Resolution (FCR) Benchmarks

The industry average first contact resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. This article provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates. Leverage these benchmarks as a guideline to establish your optimal FCR performance level.

Knowledge Management – Defining the Business Need

Successful knowledge management is not achieved by chance, rather it is a function of understanding the scope of the required effort, establishing a clear vision of the expected benefits, and securing the support and resources necessary to execute. The formulation of a successful knowledge management strategy is based on providing answers to five fundamental questions.

Three Critical Metrics to Retain and Grow Customer Relationship Value

If you inventory all the metrics used by your customer-facing organizations – Sales, Marketing and Service – you will find an impressive collection of data elements that describe how you interact with your customers. Marketing metrics describe the ability to reach and influence customers; Sales metrics provide insights into the time and efficiency to book revenue; and Service metrics describe the volume, timeliness, and effectiveness of interacting with them. Add to this, insights provided from customer satisfaction assessment efforts. As an industry we have a lot of customer data, but does it tell us everything we need to know about how to engage and sustain long term profitable relationships?

First Contact Resolution (FCR) Defined

First Contact Resolution (FCR) is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary widely. A consistent definition of FCR is essential to identify opportunities to improve customer satisfaction with case management activities and to increase support efficiency and effectiveness. This article provides a consistent and comprehensive definition and approach for measuring First Contact Resolution.

The Benefits of Social Media for Support

Social media’s ability to empower consumers by giving them the voice to discuss their problems and perceptions publicly has dramatically shifted the business/customer relationship. Companies need a strategy to engage socially with customers. Service and support organizations should view social media as a platform to gain insights about the issues, questions, and perceptions customers have about their products. If you don’t have a Social Media strategy for Support, it’s time. It’s better to start small than not start at all.

When is a Disaster not a Disaster for Support? When you have a plan.

What is your ability to deliver Support if the building loses power? Or if there is a small fire in the kitchen? Or if the roads nearby are closed and people can’t get to the office? None of these things are actually disasters, and all of them can happen for very ordinary reasons. The fact is these and many other situations may disrupt your ability to deliver support to customers. Do you have a plan?

Recurring Revenue Rate

The amount of recurring revenue a company receives may increase, stay the same, or decline for a given period. Recurring Revenue Rate indicates the percent change in the amount of recurring revenue at the end of a specified period compared to the recurring revenue at the beginning of the same period. Measuring recurring revenue rate is essential to help identify the factors that lead to revenue retention and attrition and provides an indicator of the overall state of customer relationship health.

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.

Pin It on Pinterest