Service Channels

Technology vendors rely on partners to expand their geographic reach and extend access to the expertise necessary to enable the use of their products. While many vendors form channel relationships to sell products, more than two-thirds (69.7%) of technology vendors...

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Do You Need SLAs?

Every technical support organization should have service level guidelines as a basis for determining how to prioritize cases and allocate resources and for managing consistent expectations with customers. Introducing service level agreements with committed performance...

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Unmet Demand for Support May be Massive

The demand for support by your customers may be far greater than current transaction levels suggest. In the figure below, ServiceXRG illustrates the service opportunity as the difference between customers that currently seek support and those that do not but could...

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Top 10 Social Practices for Support

  1 Identify the communities – not hosted by you – where customers are talking about and seeking help with your products. 2 Establish communities and forums so that your customers can engage with like-minded users of your products. 3 Monitor the topics of conversation...

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What Customers Want and Where They Find It

Vendor web sites have become a secondary resource to general web searches when customers need help.  Historically customers have rated the quality and effectiveness of information found on non-vendor web sites very low, but this trend has shifted with more customers...

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Three Service Organizational Structures

ServiceXRG has defined the following types service organizational structures. Which one best describes your current state? Siloed Individual service functions that operate independently from one another.  Distinct service silos may report into different parts of the...

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Defining Knowledge Management Success

Knowledge management success must be clearly defined and articulated to assure that consistent expectations are set about the impact of Knowledge Management.  The definition of knowledge management success will vary from company to company and will evolve as knowledge...

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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...

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