SURVEY SAYS: Top Service Challenges For 2022

SURVEY SAYS: Top Service Challenges For 2022

BLOG

SURVEY SAYS: Top Service Challenges For 2022

Each year we begin by asking you about your top service challenges. Here are the results for 2022.

Top Challenges for 2022

It’s no surprise that staffing is a top-of-mind issue for many service leaders.  Establishing the right metrics to measure service performance and impact is also a top-of-mind issue.  Rounding out the top three challenges is reducing customer churn

Overcome your challenges to be successful with services!

Let us help you get a handle on your priorities and most pressing challenges. We identify inhibitors and gaps to your success and introduce ways to overcome barriers.

We can help –  Let’s talk

 

You can also find many useful articles and reports about the challenges you face in our Blog – check it out.

Exclusive Research Report:

Support Transformation: The Guide to Essential Practices and Metrics

Download the ServiceXRG Support Transformation 2021 research report

Six Critical Service Practices for Business Success

Six Critical Service Practices for Business Success

BLOG

Six Critical Service Practices for Business Success

Corporate financial performance depends on Services to nurture, retain, and grow customer relationship value. Companies are taking steps to modernize services and shift them to proactive, success-focused growth engines

Being successful with Services is a company-wide strategic imperative.

Corporate financial performance depends on Services to nurture, retain, and grow customer relationship value. Companies are taking steps to modernize services and shift them to proactive, success-focused growth engines

It makes good business sense – consider the following:

  • For many technology companies over 60% of revenue comes from existing customers.
  • More than half of new revenue is (or soon will be) recurring from subscriptions.

Six Critical Service Success Practices

1. Have a Plan

Establish a service plan to enable and lead a customer-centric corporate strategy. Learn more.

2. Offer Value

Create high-value services that will drive customer outcomes. Learn more.

3. Create the Right Team

Build a Services team with the right people, in the right roles, doing the right things. Learn More.

4. Deliver Efficiently

Implement self-help and automation so you can focus on the most strategic customer issues. Learn More.

5. Measure the Right Things

Modernize Service metrics to clearly correlate service performance to tangible outcomes. Learn more.

6. Improve Performance

Harness customer insights to improve performance across the entire company.

The future for Services is bright and will continue to take center stage as companies recognize and respond to the necessity to create customer-first strategies built around effective engagement and retention activities.

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

Stay Current with Customer Outcomes: Six Best Practices For Ongoing Assessments

Stay Current with Customer Outcomes: Six Best Practices For Ongoing Assessments

BLOG

Stay Current with Customer Outcomes: Six Best Practices For Ongoing Assessments

Do you know if customer outcomes for your products and services are improving or declining over time? Customer outcome assessment is an ongoing process; these best practices will shed light on where you’re winning and where you need to do better.

Your customers can be satisfied with many aspects of their relationships with you. But if they’re not achieving the outcomes they expect from your products and services, those relationships are at risk.

To develop and sustain lasting customer relationships, you must have not only a clear understanding of their expectations, but also timely visibility into how and why those expectations may change over time. At all stages of the customer relationship, you must have the insights and ability to help your customers achieve their desired outcomes.

To accelerate time-to-value, sustain long-term relationships, and drive recurring revenue, leverage these six ongoing Customer Outcome Assessment best practices:

  1. Build upon the Sales and Service onboarding process to establish customer needs and expectations.
  2. Define adoption and value attainment milestones to track customer success.
  3. Establish success plans to help customers define their desired outcomes and establish a plan to work towards these goals.
  4. Survey and interact with customers to determine the extent to which customers believe they are making progress against their goals and objectives.
  5. Use Executive or Quarterly Business Reviews (EBR / QBR) to review and assess customer success toward desired outcomes.
  6. Make necessary adjustments to adoption and success plans and modify service resource allocation as necessary.

How well do you understand your customers’ desired outcomes? How effective are you at helping them obtain them?

Were here to help you get the answers you need.

Reach out anytime to get answers and insights about the best ways to engage and retain your customers. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time to talk.

 

Ready to commit to a Customer Success strategy? Learn the 5 critical milestones.

Exclusive ServiceXRG White Paper:

Ensuring a Successful Journey to Customer Success

Download the ServiceXRG whitepaper, "Ensuring a Successful Journey to Customer Success"

Related Articles

How Adoption and Success Services Drive Recurring Revenue

Services are the key to maximizing recurring revenue when companies have the capability to define, sell, and deliver the services customers need. Customers that have access to success focused services are 2.8 times more likely to continue and expand existing relationships. Find out if you offer the services your customers need.

read more

Customer Success Management

Customer Success Management encompasses the practices, programs, resources, tools, and metrics required to help customers successfully use products to achieve their desired business outcomes.

read more

Service Planning Drives Results

To be successful with Services, you must establish a Service plan. To be effective, the Service plan must clearly define the role of Services within your company, prioritize service initiatives necessary to attain prioritized results, and establish metrics to track service performance and outcomes.

read more

Pin It on Pinterest