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.
read moreHow to Define and Measure Deflection
Using an accurate measure of deflection is imperative. If not measured correctly it is easy to overstate the impact of self-help and service automation on assisted support demand.
The average rate of case deflection within the technology industry is 23%. This article defines deflection and provides a step by step guide to implement a reliable deflection metric.
read morePost-Sales Organizations are Broken
Organizational silos create barriers to customer success by inhibiting the levels of coordination and cooperation necessary to retain and grow customer relationships. If you cannot achieve the necessary level of inter-department cooperation within your current post-sales organizational structure it’s time to tear down your silos.
read moreOptimizing Service Outcomes with Channel Partners
Technology vendors that rely on partners to perform critical service functions must have a well-defined and executed channel strategy to maximize service sales effectiveness and sustain customer loyalty. This article outlines the steps necessary to optimize services through channel partners and introduces several research studies for channel management best practices.
read moreWhat 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...
read moreSales Engineers and Technical Support Staff Cooperation
Sales and Support staff often work with the same customer accounts, but not always in coordinated and cooperative ways. ServiceXRG has identified three resource alignment methods used today to describe how technical resources from Service and Sales work. Independent...
read moreMeasuring the Return on Knowledge Management
Knowledge Management The single largest asset of a service organization is the collective experience and expertise of its staff. It is the need to access this expertise that compels customers to initiate a service request. The successful response to a service request...
read moreShaping the Customer Experience (CX) with On-Line Support
The way we interact with customers directly affects the way they perceive us. When we are responsive, attentive, willing and able to provide the information or assistance they need, we increase the likelihood of providing a positive experience. When we are difficult...
read moreDo 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...
read moreThe 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. 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...
read moreTop 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...
read moreThree 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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