Self-help and service automation (e.g. chatbots) provide a means to save money and lower the overall costs of service delivery. Consider however that savings from deflection represents an opportunity to reinvest to improve service outcomes by reallocating staff to high value activities (e.g. onboarding, adoption, retention, expansion, etc.). This article introduces the top opportunities to reinvest in service.read more
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 more
ServiceXRG presents the top findings from its comprehensive Customer Success Practices and Metrics Study.
Learn how to take your customer success initiative to the next level of performance and get your copy of the complete study findings.
If you only care about the first-year revenue from support and maintenance contracts, then any attach is a good attach. If you want to maximize revenue from the support annuity , then contract attach followed by a successful renewal is essential.read more
This Service Innovation profile highlights IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support.
Through the Service Innovation Series, ServiceXRG highlights examples of innovative approaches to achieve service excellence.
ServiceXRG announces the immediate availability of a comprehensive study of Customer Success Practices and Metrics. This study examines the approach companies use to organize, deliver and measure their Customer Success initiatives.read more
The industry is buzzing with talk of customer success, what does it mean for Services? Service organizations are in a unique position to drive customer success initiatives. Who better than Services to understand the challenges customers face in using products and the gratitude that can be earned by helping them. It is time for Services to take a leadership role in driving the principles of customer success across the company.read more
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.read more
ServiceXRG’s is pleased to be featured in the December issue of Software Executive Magazine. The article titled: The State of Customer Success – Where We Are and Where We Are Going draws upon ServiceXRG’s recent study of customer success practices and metrics.read more
There are a plethora of industry awards and recognition opportunities to provide a means to get recognized for your service initiatives. Is it worth your effort to pursue industry recognition though these awards – here are some of the pros and cons.read more
Why aren’t you renewing more of your service contracts. The most common reasons for non-renewal are: Lack of perceived value; a customer stops using your product; a product reaches maturity; or poor service quality. Non-renewal is also caused by poor renewal practices. This article introduces the top reasons for non-renewal and offers practical advice for how to improve renewal rates.read more
The SaaS Report (TSR) announced its Top Women Leaders in SaaS of 2018. TSR received over 3,500 nominations on behalf of hundreds of women leaders. Leadership was assessed across several key areas including integrity, intelligence, drive, company culture, and company growth, and other areas.
Among those recognized is Jennifer MacIntosh, Vice President of Customer Experience at Coveo Software. Many of you may know Jen, for those that do not she is a technology services icon and thought leader. Congratulations to Jen and all who are recognized.read more