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Top 11 Social Metrics for Support
Social media strategies introduce non-conventional opportunities to deliver Support. Instead of providing direct assisted services or self-help content, Support creates an environment for others within the community to provide the expertise to help other customers. As Support develops social channels it must consider how to measure the impact of these strategies relative to their pursuit of technical support excellence.
read moreTry Being your Own Customer
Periodically we need to stop and place ourselves in our customers shoes and experience what we ask them to experience. If you have not done so recently, call for service, try to order a product. Here is a brief reminder of why you need to try being your own customer.
read moreService Onboarding
When new customers purchase service agreements you must make certain that they understand how to access and use the services they are entitled to through a formal service onboarding process. This article introduces the best practices for service onboarding.
read moreSelling Service Value
Selling the value of service is making the case for why the customer is better off with it than without. This article explores the 5 critical steps for establishing a credible and compelling service value proposition.
read moreLess NPS and More High-Touch Understanding
We have become too dependent on electronic surveys and NPS/CSat scores to tell us that our customers are okay. These are fine indicators but do not always tell us why we lose customers.
read moreService Renewal Metrics: Definitions and Benchmarks
Service renewal metrics indicate the level of performance for sustaining service relationships and retaining recurring revenue. Tracking both service contract renewal and recurring revenue retention is essential to help identify the factors that lead to customer and revenue retention and attrition and provide important indicators about the overall state of customer relationship health.
read moreTop Reasons Why Customers Do Not Buy 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 how to overcome customer objections by understanding what customers want from Support.
read moreTop 10 Social Practices for Support
Social media’s ability to empower consumers by giving them the voice to discuss their problems and perceptions publicly has dramatically shifted the business/customer relationship. Companies need a strategy to engage socially with customers. Service and support organizations should view social media as a platform to gain insights about the issues, questions, and perceptions customers have about their products. If you don’t have a Social Media strategy for Support, it’s time. It’s better to start small than not start at all.
read moreSalesforce Trailhead
Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone. The platform offers learning on a growing portfolio of Salesforce topics, as well as a variety of other non-Salesforce-specific skills individuals need to be successful in today’s technology landscape. For some companies walking away from training revenue would be unthinkable. This is a bold customer-success focused strategy with benefits to Salesforce, Salesforce professionals and anyone that wants to develop technical and professional skills. Learn more about Salesforce Trailhead.
read moreWhat Customers Need To Be Successful
When customers buy or subscribe to your product, they have expectations about how the product will help them with their business. This article examines the customer view of what customers need to be successful.
read moreService Excellence Defined
The pursuit of service excellence aligns service activities and outcomes with the attainment of overall corporate KPIs. Have you achieved service excellence? How do your service initiatives contribute to the overall attainment of corporate goals and objectives? Are you on the right path?
read more7 Keys to an Effective Service Channel Strategy
Technology vendors have long looked to channels to broaden their access to markets expand their geographic reach and enhance their skills and resources. This article introduces 7 keys to building and maintaining an Effective Service Channel Strategy.
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