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.

Should you charge for support?

If you want to make money from support, you need to charge for it and most technology companies do. The majority (89.7%) of technology companies offer some form of fee based support option.

Making the Case – Overcoming Customer Objections to Buying Services

Why don’t customers buy services? Because they believe they do not need the coverage or that they do not feel that the costs outweigh the benefits. Learn why customers buy services so that you can convey a compelling value proposition and overcome objections.

The problem with organizational silos

Organizational silos create barriers to customer success by inhibiting the levels of coordination and cooperation necessary to retain and grow customer relationships. The hand off from one department to the next creates gaps between expectations set and how they are met. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.

Understanding the Differences Between Technical Support and Customer Success

As we look to embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not. This article explores the key differences between Technical Support and Customer Success.

Three Organizational Models to Describe How Sales and Support Can Cooperate

Sales and support staff often work with the same customer accounts, but not always in coordinated and cooperative ways. ServiceXRG has identified three organizational models to describe how sales and support can cooperate.

The Demand for Your Support is Larger than you Expect

The demand for support by your customers may be far greater than current transaction levels suggest. ServiceXRG illustrates the potential unmet support demand by customers and suggests why responding to this demand is important but will likely increase assisted...

Webinar AI – A Catalyst for Support Transformation

Robert Johnson, CEO of TeamSupport and Tom Sweeny, CEO of ServiceXRG discuss the opportunities and implications of using AI in Support. This webinar explores some of the ways that AI will act as a catalyst to drive transformation of the support operating model. A link to the recorded webinar is provided below.

AI – A Catalyst for Support Transformation

Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. 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.

Are you organized for Customer Success?

Coordination and cooperation across customer facing departments makes good business sense. So why aren’t more companies creating unified post-sales organizations? ServiceXRG examines the current state of Service and Sales cooperation and the forces at work that are driving organizational transformation. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.

Service Revenue Generation Metrics

The ability to accurately track the effectiveness of Service Revenue Generation activities is essential to maximizing revenue from new and existing customers. There are three primary opportunities to capture service revenue including the sale of new contracts at the time of the initial product sale (Attach); renewal of existing service contracts (Renew); and as reinstatements (Win Back) of contracts that have been previously cancelled by customers. This article presents a consistent set of metrics and definitions to help companies measure the overall of service sales and renewal policies, programs and personnel.

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